This report is our fifth annual review of the state of retail competition, outcomes for small customers; and what needs to happen to enhance and improve outcomes in the future.

The review covers residential and small business consumers in retail electricity and gas markets in Queensland, New South Wales, the Australian Capital Territory, Victoria, South Australia and Tasmania.

We use a number of measures to determine whether customer needs are being met, looking at the choices they have, the level of service they receive, whether they are getting value for money and what happens when things go wrong.