Finder customer service rating - criteria and methodology

Energy customer service rating

The customer service rating is a score given to Australian energy brands that is based across a range of service features including call centre hours, website and app functions, application process and financial hardship programs available.

Scoring criteria and weights Check it here
Which brands did we include Brands compared

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How is the customer service rating determined?

We looked at 28 Australian energy brands and gave each brand a total score based on a wide variety of customer service criteria.

While all binary options are given a score of either 0 or 1, weekday and weekend opening times are ranked against the other businesses and are given a higher weight in the final score based on the hours they operate. We thought this - being able to access your provider at more times - was a very important part of customer service.

All items are weighted with 1 point (besides weekday hours and weekend hours which make up 1 point combined).

The total score is then taken and converted into a 5 point scale.

Note: Some features may be more useful to some customers than others. Features last reviewed in July 2020. Final scores may be subject to change at anytime.

Scoring criteria and weights

Complaints

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

Source: Australian Energy Regulator

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

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%

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%

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%

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

Which brands did we include?

In order to get data on the complaints and call centre responsiveness - an important part of our score, we looked at the Annual retail markets report 2018-19 by the Australian Energy Regulator.

Some retailers are not included in this report, and hence we have excluded them from our score.

Brands compared:

  • Alinta Energy
  • Red Energy
  • Origin
  • Simply Energy
  • Diamond Energy
  • EnergyAustralia
  • Energy Locals
  • ReAmped Energy
  • Momentum Energy
  • Amaysim Energy
  • Dodo Power & Gas
  • Next Business Energy
  • Powerdirect
  • Aurora Energy
  • Powershop
  • Blue NRG
  • 1st Energy
  • People Energy
  • Qenergy
  • Enova
  • Mojo Power
  • Ergon Energy
  • ActewAGL
  • Sumo
  • ERM Business Energy
  • Pooled Energy

Score ties

For any brands which tied on score, we distinguish the tie using a brands proportion of market share. This can be found in the Annual retail markets report 2019-20 by the Australian Energy Regulator.

Why are customer reviews not included in this rating?

We are currently looking into ways to integrate customer reviews of brands into our ratings. The challenge with customer reviews is that provider A may have 1,000 reviews, while provider B only has 50 reviews. This makes it less accurate to compare the two due to difference in sample size.

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