🏆 Australian Call Centre Rankings · Q3 2026
Australian Energy Retailers Q3 2026 Call Centre Rankings
Energy is one of the few markets where a customer can change provider in a single phone call, and that call is usually the moment the decision is won or lost.
We mystery shop Australia's energy retailers as households comparing plans, chasing a better deal or setting up a new connection, and score every call against 48+ CX metrics aligned to the ACXPA Contact Centre CX Standards. Nobody is told when we are calling.
Overall CX
The headline score: getting through and the conversation, combined
61.1%
▲ 1.7 pts on Q2 · best on record
Accessibility
How easily callers reached a real person
69.3%
▲ 0.8 pts on Q2
Agent Mastery
How well agents handled the conversation
59.0%
▲ 3.5 pts on Q2
National ranking
Energy's Overall CX against the other sectors we benchmark
2nd
of 7 sectors · all-industry 59.0%
The quarter in one line: energy retail’s best quarter on record, if only just, carried by a better conversation while fewer calls were answered within ten minutes.
Recognising Call Centre Excellence for Australian Energy Retailers
Congratulations to ENGIE, which leads Australian energy retail for a seventh consecutive quarter with 84.1%, the highest Overall CX of any organisation we benchmark this quarter, in any sector.
In a market where switching takes one phone call, the retailers at the top of this table are winning the customers their competitors lose in the queue and the conversation.
84.1%
64.5%
62.0%
49.5%Australian Call Centre Rankings · Q3 2026
Contact Centre CX Quadrant
Australian Energy Retailers · Plan, switching and connection enquiries
84.1%Access 94.1%Mastery 79.9%
64.5%Access 57.2%Mastery 67.6%
62.0%Access 64.4%Mastery 60.9%
56.8%Access 67.8%Mastery 61.7%
53.3%Access 66.8%Mastery 47.5%
49.5%Access 44.6%Mastery 51.6%
How quickly and easily a caller gets through to a real person: phone menus, recorded messages, wait time, and whether the call is answered at all.
How well the agent handles the call once answered: understanding what the caller needs, explaining options clearly, and agreeing a next step.
Easy to reach and a strong conversation. Retailers in the Best Practice corner score 80%+ on both.
Shows a selection of the energy retailers ACXPA benchmarks, not every provider in the sector. Scores are the quarter average of independent mystery shopping calls, rated against the ACXPA Contact Centre CX Standards.
Australian Energy Retailers · Q3 2026
The Quarter in Review
Australian energy retail posted its best quarter on record, if only just. Overall CX averaged 61.1%, up 1.7 points on Q2 and a tenth of a point ahead of the previous best of 61.0% in Q4 2023.
The gain came from the conversation. Agent Mastery rose 3.5 points to 59.0%, a third consecutive gain, with Discover up 8.0 points.
Getting through went the other way. 94.1% of assessed calls were answered within ten minutes, down from 96.8% in Q2.
ENGIE led for a seventh consecutive quarter at 84.1%, the highest Overall CX of any organisation we benchmark this quarter. EnergyAustralia (64.5%) and Alinta Energy (62.0%) followed.
At the bottom, AGL finished lowest at 49.5%, with the sector’s lowest Accessibility (44.6%). Red Energy fell 7.4 points to 56.8%, its lowest result on record.
📊 How energy retail compares nationally · Overall CX, Q3 2026
Energy ranked second of the seven sectors, 2.1 points above the all-industry average of 59.0% and a tenth of a point ahead of car insurance.
It leads every sector on Engage (47.7%), the opening of the call. Its Accessibility (69.3%) sits just above the all-industry average of 68.8%.
Every headline measure at a glance
📊 Q3 2026 Scorecard – Australian Energy Retailers
The sector average for each measure, how it moved since Q2, and the best and weakest retailer results this quarter.
Lumo EnergyQ3 2026 is the average of July, August and September. Hover over or tap a measure to see what it covers. Average wait and time to reach a person include unanswered calls, counted up to the time limit. Green is better, red is worse.
Where would your business sit in this table? Energy Benchmarking scores your own sales line on every one of these measures, alongside the competitors you choose. Plans start from $397 a month.
Add your columnThe stories behind the numbers
⚡ Retailer by Retailer – What Moved in Q3
Where the sector is losing ground
🚪 Where Energy Retailers Still Lose the Caller
The conversation is improving faster than the route to it.
How long it takes to reach a person, split into navigating the phone menu, listening to recorded messages, and waiting for an agent:
Includes unanswered calls, counted up to the time limit. Totals can differ from the parts by a second because each figure is averaged separately.
The queue is the biggest part of the wait. On the average call, callers waited 1:09 for an agent, against 0:49 of recorded messages and 0:37 choosing menu options. Origin and Red Energy each kept callers waiting 2:40.
Educate was the only competency to slip. It fell 0.4 points to 68.2%, while every other part of the conversation improved.
Educate is where a customer comparing plans gets the information they need to decide. See Inbound Phone Sales Training for the conversation that follows the front door.
Interactive · try your own numbers
💰 What Are Unanswered Sales Calls Costing Your Business?
5.9% of assessed calls to Australian energy retailers weren’t answered within ten minutes this quarter, and the lowest answer rate was 70.0%. Put in your own numbers to see what your answer rate would cost you over a year.
Estimated value lost each year
$0
Indicative only. The answer rates shown are from ACXPA mystery shopping calls in Q3 2026 (answered within ten minutes). Your own call volumes and conversion will differ.
Do you know your real answer rate for sales calls, as a customer experiences it? Your phone system counts the calls it answered. It can't tell you what the caller went through first, or how the conversation went. Benchmarking measures both, from $397 a month.
Get Energy BenchmarkingSector Trends – Australian Energy Retailers (12-Month View)
How the sector’s three headline scores have moved over the last four quarters. Each bar is the average for Australian energy retailers in that quarter.
