Green Star Energy
Green Star Energy was part of the Just Energy Group – a provider of energy solutions to residential and commercial customers across Canada and North America. But in October 2019 Green Star Energy announced that its parent company, Hudson Energy Supply, had been bought by Shell Energy.
It sources 100% of its electricity from UK-backed renewable electricity generators, including hydroelectric and wind generators.
Green Star Energy offers five different tariffs to its customers.
Green Star Energy customer score
Green Star Energy sits in position 31 out of 35 energy companies rated by 8,355 members of the public in the annual Which? energy supplier satisfaction survey – the biggest of its kind.
Green Star Energy score breakdown
Below, we show the breakdown of Green Star Energy's score from our latest survey. Keep reading for our expert verdict on Green Star Energy, based on our latest survey results and mystery shop investigation.
Which? verdict on Green Star Energy
Green Star Energy scores low across the board in our annual survey, with all six areas receiving a disappointing two stars out of five. It's one of only two suppliers not to get above two stars.
Complaints handling is a clear problem area for Green Star Energy, after a staggering 37% of its customers rated it poor or very poor, compared with 13% on average across all companies included.
Issues with its customer service also became apparent. One of the 22% of customers who said it was poor or very poor in this area said: 'When I raised a problem they were slow to deal with it and the problem now remains unresolved.'
However, it was among the fastest to respond when we sent queries via its online forms, taking just 2hrs 24mins, on average. The fastest firm took just 29 minutes, while the slowest took more than five days.
When we looked into energy companies' complaints figures, we found that Green Star Energy had one of the highest levels of complaints per 1,000 customers in the first half of last year, nor was it the speediest to resolve them. Two third or less were completed within two days in the first three months of 2019. The best firms managed more than 80% resolution in this time.
Billing, both its accuracy and clarity, also reflected poorly in the survey. One customer said the billing was 'too confusing'.
Digital tools didn't come off well, either, and unsurprisingly the website was cited as one of Green Star Energy's main problems.
Green Star Energy offers five tariffs, including a pay-as-you-go tariff. Green Star also has an unlimited tariff, but it's only available to existing unlimited customers. This tariff is broken into three groups depending on your energy use – those in the higher-use group will pay more each month.
However, like all the other areas, value for money received another rather poor two-star rating. One customer simply said: 'I'm paying too much.'
Pros: Offers a 100% renewable electricity option
Cons: Customers feel it takes longer than it should to respond to customer service queries
Green Star Energy electricity sources
Green Star Energy in the news