Best Energy Plans and Brands: Methodology

Updated

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How we decide on the 'best value' plans in each state

To find the best plan here's our process we:

  1. Pick the best energy brand in a category OR find out which brands offer a certain feature (e.g. sports pack)
  2. Find the cheapest plan based on the postcode for the major city of the state, for that brand (or brands), using our engine.

It ends up looking like this:

Best value electricity plan from an the most popular energy brand [NSW]

Best categoryMost popular
Step 1Pick brandOrigin (using third-party data)
Step 2Look for plan using the postcode 2000Origin Go

Best value electricity plan from brands that offer a sports pack [NSW]

Best categoryMost popular
Step 1Pick brandAlinta (this is the only plan offering a sports pack)
Step 2Look for plan using the postcode 2000Alinta All day

Most popular energy brands

The most popular brands were based on market share using figures from the Australian Energy Regulator (AER's) Annual retail markets report 2019-20 (Table 2.1). This figure is a general guide only. The proportion of market share is to one decimal place.

RankRetailerNumber of customers
2019-2020
% Market share
2019-2020
1Origin Energy1,831,94827.90%
2AGL1,390,01721.20%
3EnergyAustralia1,044,38415.90%
4Ergon Energy627,5239.60%
5Alinta Energy352,6795.40%
6Red Energy306,2284.70%
7Aurora Energy245,2423.70%
8ActewAGL169,8072.60%
9Simply Energy133,3182.00%
10amaysim Energy95,2121.40%
11Powershop52,8710.80%
12Powerdirect47,9320.70%
13Dodo47,8390.70%
14Lumo Energy41,0540.60%
15Momentum Energy28,4730.40%
16Locality Planning26,2530.40%
17Energy Locals20,5040.30%
181st Energy16,0960.20%
19Metered Energy13,9500.20%
20Diamond Energy9,6610.10%
21ReAmped Energy9,3520.10%
22Enova Energy8,0240.10%
23Sumo Power6,8410.10%
24Qenergy5,4880.10%
25Flow Systems5,2700.10%
26CovaU4,6670.10%
27Arc Energy4,4690.10%
28OC Energy4,4670.10%
29Mojo Power3,7890.10%
30Winenergy3,6130.10%
31Savant Energy2,9620.00%
32Pooled Energy1,6450.00%
33GloBird Energy1,5250.00%
34Nectr Energy1,0240.00%
35Discover Energy1,0100.00%
36Evergy6850.00%
37Power Club6270.00%
38Real Utilities5610.00%
39People Energy4380.00%
40PowerHub3180.00%
41Humenergy2970.00%
42Future X Power2770.00%
43The Embedded Networks Company2720.00%
44Elysian Energy2440.00%
45Tango Energy2130.00%
46Next Business Energy720.00%
47Bright Spark Power700.00%
48Enwave Mascot620.00%
49Sustainable Saving300.00%
50Sanctuary Energy00.00%

Customer service ratings

 
The customer service rating is a score given to 50 Australian energy brands. It's based across a range of service features including:

  • Call centre hours
  • Website and app functions
  • Application process
  • Financial hardship programs available.

Complaints

What's scoredScore detailsWeighting
Complaints percentageNumber of complaints vs number of customers12%

Source: Australian Energy Regulator

Online help and support

What's scoredScore detailsWeighting
Online chat available on website?Yes or No3%
Facebook support chat, recognised by Facebook as instantly replies or replies within a certain amount of timeYes or No3%

Call centre hours and days

What's scoredScore detailsWeighting
Weekday hoursLength of time in hours15%
Weekend hoursLength of time in hours15%
Weekend availableYes or No3%

Call centre responsiveness

What's scoredScore detailsWeighting
Calls taken within 30 secondsPercentage9%
Average wait timeTime (seconds)6%
Calls abandoned before answeringPercentage6%

Source: Australian Energy Regulator

Website / App Usability

What's scoredScore detailsWeighting
Can you see usage online?Yes or No3%
Can you see your bill online?Yes or No3%
Are there graphs and charts?Yes or No3%

Application

What's scoredScore detailsWeighting
Can you apply online?Yes or No3%
Can you apply via phone?Yes or No3%

Financial hardship program

What's scoredScore detailsWeighting
Payment plans?Yes or No3%
Payment extension?Yes or No3%
Centrepay (automatic redirect of Centrelink payment to energy bills)?Yes or No3%
Financial counselling referral?Yes or No3%

Last updated June 2020

Energy brand with least complaints

We looked at complaints to the largest retailers (by customers) that are available in each state then ranked them according to the smallest proportion of complaints to a retailer's total customers.

Although there is no 'best' retailer, to give you a general guide, here are 5 top electricity and gas retailers by complaints percentage in NSW.

  1. Powershop
  2. ActewAGL
  3. amaysim
  4. Origin Energy
  5. EnergyAustralia
RetailerNumber of customersNumber of complaintsComplaints as a proportion of customers
Powershop52,8711691%
ActewAGL169,8071,2351%
amaysim Energy95,2121,2031%
Origin Energy1,831,94826,5981%
EnergyAustralia1,044,38417,8062%
AGL1,390,01741,7033%
Alinta Energy352,67913,7824%
Powerdirect47,9322,3523%
Red Energy306,22815,4043%
Simply Energy133,3189,6277%

Source: AER, Annual retail markets report 2019-20 (Table 2.1 & 5.2). We looked at complaints to the 10 largest retailers in Australia by customers (available in New South Wales) and ranked them by the smallest proportion of complaints to a retailer's total customers. If you want a better idea of who the best energy provider is in Australia overall, check out our picks.
 

Although there is no 'best' retailer, to give you a general guide, here are 5 top electricity and gas retailers by arranged by the lowest complaints percentage.

  1. Powershop
  2. amaysim
  3. Origin Energy
  4. Dodo
  5. EnergyAustralia
RetailerNumber of customersNumber of complaintsComplaints as a proportion of customers
Powershop52,8711691%
amaysim Energy95,2121,2031%
Origin Energy1,831,94826,5981%
Dodo47,8397822%
EnergyAustralia1,044,38417,8062%
AGL1,390,01741,7033%
Alinta Energy352,67913,7824%
Powerdirect47,9322,3523%
Red Energy306,22815,4043%
Simply Energy133,3189,6277%

Source: AER, Annual retail markets report 2019-20 (Table 2.1 & 5.2). We looked at complaints to the 10 largest retailers in Australia by customer (available in Victoria) and ranked them by the smallest proportion of complaints to a retailers' total customers.
 

Although there is no 'best' retailer, to give you a general guide, we looked at complaints to the 15 largest retailers in Queensland (by customers) and ranked them by the smallest proportion of complaints to a retailer's total customers. For an even wider look at the energy market, you can also check out some of our picks for the best in Australia.

  1. Diamond Energy
  2. Powershop
  3. Locality Planning Energy
  4. Ergon Energy
  5. amaysim
RetailerNumber of customersNumber of complaintsComplaints as a proportion of customers
Diamond Energy9,661230%
Powershop52,8711691%
Locality Planning Energy26,2531180%
Ergon Energy627,52338441%
amaysim Energy95,2121,2031%
Origin Energy1,831,94826,5981%
Dodo47,8397822%
EnergyAustralia1,044,38417,8062%
1st Energy16,0963952%
AGL1,390,01741,7033%
Alinta Energy352,67913,7824%
Momentum Energy28,4731,3684%
Powerdirect47,9322,3523%
Red Energy306,22815,4043%
Simply Energy133,3189,6277%

Source: AER, Annual retail markets report 2019-20 (Table 2.1 & 5.2)

We looked at complaints from retailers in South Australia (by customers) and ranked them by the smallest proportion of complaints to a retailer's total customers. Although there is no 'best' retailer, to give you a general guide, here are 5 top electricity and gas retailers by complaints percentage.

  1. Diamond Energy
  2. Powershop
  3. Locality Planning Energy
  4. amaysim
  5. Origin Energy
RetailerNumber of customersNumber of complaintsComplaints as a proportion of customers
Diamond Energy9,661230%
Powershop52,8711691%
Locality Planning Energy26,2531180%
amaysim Energy95,2121,2031%
Origin Energy1,831,94826,5981%
Dodo47,8397822%
EnergyAustralia1,044,38417,8062%
1st Energy16,0963952%
AGL1,390,01741,7033%
Alinta Energy352,67913,7824%

Source: AER, Annual retail markets report 2019-20 (Table 2.1 & 5.2). We looked at complaints to the 10 largest retailers in South Australia (by customers) and ranked them by the smallest proportion of complaints to a retailers total customers. If you want a better idea of who the best energy provider is in Australia overall, check out our picks.

  1. ActewAGL
  2. Energy Locals
  3. Origin Energy
  4. SimplyEnergy
  5. Red Energy
RetailerNumber of customersNumber of complaintsComplaints as a proportion of customers
ActewAGL169,8071,2351%
Energy Locals20,5042321%
Origin Energy1,831,94826,5981%
EnergyAustralia1,044,38417,8062%
Red Energy306,22815,4043%
Simply Energy133,3189,6277%
Power Club62766%

Source: AER, Annual retail markets report 2019-20 (Table 2.1 & 5.2). We looked at complaints to the 7 top retailers in ACT (by customers) and ranked them by the smallest proportion of complaints to a retailers' total customers. If you want a better idea of who the best energy provider is in Australia overall, check out our picks.

Green providers

For our Green pick, we based this on Finder's Green Awards winner for the Greenest Energy Retailer. Powershop was the Greenest Energy Retailer (Traditional).

To be eligible for this award, the company must have offered energy plans to residential customers in Australia and owned more than 500MW of generation assets in the 12 months prior to 31 December 2019.

The key criteria that was looked at included:

General environmental criteria

  • Corporate emissions intensity (inc.
    offsets)
  • Energy used from renewable sources
  • Waste avoiding landfill
  • Emissions target
  • Renewable energy target
  • Public climate change plan
  • External benchmarks/accreditation

Sector-specific environmental criteria:

  • Emissions from generation assets
  • Renewable power generation
  • Compliance with RET
  • GreenPower price and coverage
  • Carbon offsets coverage and quality
  • Support for solar customers
  • Support for electric vehicles
  • Demand management/response
  • Other clean tech initiatives

You can read the full methodology here.

Energy providers with sports pack

As of December 2020, the following brands offer sports packs:

Energy providers with internet

The following providers offers electricity bundling with an internet plan as of December 2020:

Energy providers with frequent flyer plans

As of December 2020, the following brands offer electricity with frequent flyer plans:

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