Table calls to retailers in 2015–16, with percentage of calls answered in 30 seconds, average wait time and percentage of calls abandoned before being answered Retailer Calls taken Average Calls in 30 secs wait time (%) (secs) before being answered (%) 1st Energy 95% N/A 0 N/A 5% N/A ActewAGL 70% 191 4% 0% ▼1% ▲33.8 AGL 84% 28 2% 0% ▼2% ▲11.0 Alinta Energy 79% 67 3% ▲2% ▲30.8 ▲1% Aurora Energy 74% 40 3% 0% ▲2% ▼5.5 BlueNRG 75% 7% ▼25% – – ▲3% Click Energy 69% 45 3% ▼5% ▼4.8 ▲1% 88% 19 5% 0% ▼5% ▲15.5 Diamond 100% 0% 0 0% 0% – Energy EnergyAustralia 77% 31 2% 0% ▼15% ▲21.5 Enova Energy 86% N/A 4 N/A 5% N/A Ergon Energy 51% N/A 120 N/A 7% N/A Queensland ERM Power 97% 0 1% ▲2% ▼11.8 ▼5% Retail Locality 80% N/A 18 N/A 5% N/A Planning Energy Lumo Energy 84% 19 0.0 1% 0% ▼2% M2 Energy 88% 26 ▲9% ▲6.3 Metered 100% N/A 0 N/A N/A Energy Holdings Mojo Power 81% N/A 9 N/A N/A Momentum 84% 35 1% ▲8% ▼74.5 ▼2% Energy Next Business 92% 0 0% 0% ▼1% ▼11.6 Energy Origin Energy 53% 139 12% ▼6% ▲61.5 ▲2% Pacific Hydro 98% 5 1.0 2% ▲1% ▼1% Retail Pooled Energy 91% 8 0.0 4% 0% ▼5% Powerdirect 89% 13 1% ▲9% ▼19.9 ▼1%
Table calls to retailers in 2015–16, with percentage of calls answered in 30 seconds, average wait time and percentage of calls abandoned before being answered Retailer Calls taken in 30 secs (%) Average wait time (secs) Calls before being answered (%) 1st Energy 95% N/A 0 N/A 5% N/A ActewAGL 70% ▼1% 191 ▲33.8 4% 0% AGL 84% ▼2% 28 ▲11.0 2% 0% Alinta Energy 79% ▲2% 67 ▲30.8 3% ▲1% Aurora Energy 74% ▲2% 40 ▼5.5 3% 0% BlueNRG 75% ▼25% – – 7% ▲3% Click Energy 69% ▼5% 45 ▼4.8 3% ▲1% 88% ▼5% 19 ▲15.5 5% 0% Diamond Energy 100% 0% 0 – 0% 0% EnergyAustralia 77% ▼15% 31 ▲21.5 2% 0% Enova Energy 86% N/A 4 N/A 5% N/A Ergon Energy Queensland 51% N/A 120 N/A 7% N/A ERM Power Retail 97% ▲2% 0 ▼11.8 1% ▼5% Locality Planning Energy 80% N/A 18 N/A 5% N/A Lumo Energy 84% ▼2% 19 0.0 1% 0% M2 Energy 88% ▲9% 26 ▲6.3 Metered Energy Holdings 100% N/A 0 N/A N/A Mojo Power 81% N/A 9 N/A N/A Momentum Energy 84% ▲8% 35 ▼74.5 1% ▼2% Next Business Energy 92% ▼1% 0 ▼11.6 0% 0% Origin Energy 53% ▼6% 139 ▲61.5 12% ▲2% Pacific Hydro Retail 98% ▲1% 5 1.0 2% ▼1% Pooled Energy 91% ▼5% 8 0.0 4% 0% Powerdirect 89% ▲9% 13 ▼19.9 1% ▼1%
201516%20AER%20Annual%20report%20on%20the%20performance%20of%20the%20retail%20energy%20market.DOCX