Skip to content   Skip to footer navigation 

Best electricity providers: Diamond Energy, Enova Energy and Momentum Energy

The best retailers for call response, complaints and environmental sustainability over the past 12 months.

australian energy retailers outlet power
CHOICE staff
CHOICE staff
Last updated: 08 April 2022
Fact-checked

Fact-checked

Checked for accuracy by our qualified fact-checkers and verifiers. Find out more about fact-checking at CHOICE.

Electricity is a necessity, but electricity bills can be a nasty surprise (or even something you dread receiving). It doesn't have to be like that. 

Savvy consumers treat utilities such as electricity and gas as something you switch as often as possible to make sure you're always getting the best price. 

Better $50 going into your pocket than someone else's, right? And sometimes it can be much, much more of a saving.

We've pored over the Australian Energy Regulator Reports and Victorian Energy Market Report so you don't have to. Here's what we found.

On 21 June 2022 Enova Energy was placed into voluntary administration. 

Customers have been advised that their electricity will not be disconnected and they will be transferred automatically to a new retailer. After the transfer, Enova customers can expect to be contacted by their new retailer to arrange payment arrangements moving forward.

Who is the best electricity provider in New South Wales and Queensland?

CHOICE only recommends energy retailers that receive 85% overall for their score, 98% for complaints and 70% for both call response and Green Electricity Guide.

Diamond, Enova and Momentum topped our survey with complaints scores of 98% or better, customer service of at least 70% or better, and Green Electricity Guide scores of 85% or better. In fact, Diamond and Enova each scored 100% in the Green Electricity Guide.

Momentum's slightly lower Green Electricity Guide score is due to its parent company, Hydro Tasmania, owning and operating two large gas power stations. It also sources some electricity from the National Electricity Market which uses fossil fuels. None of these retailers are carbon neutral according to the Climate Active website run by the government.

Enova is the only retailer to maintain its recommendation from our previous survey. Energy Locals dropped out of the top three due to a decrease in customer service performance, while AGL plummeted to the bottom of the list as its Green Electricity Guide results fell from 70% to 12%.

All three retailers are Australian owned and have local call centres. Momentum also offers gas whereas Diamond and Enova only sell electricity. Size-wise, Enova is the smallest of the three with just under 10,000 customers, while Diamond has close to 13,000. Momentum, meanwhile, services over 140,000 households.

Who is the best electricity provider in South Australia and Victoria?

Diamond and Momentum topped our survey with complaints scores of 98% or better, customer service of at least 70% or better, and Green Electricity Guide scores of 85% or better. In fact, Diamond scored 100% in the Green Electricity Guide. Momentum also offers gas sales to its customers.

Momentum's slightly lower Green Electricity Guide score is due to its parent company, Hydro Tasmania, owning and operating two large gas power stations. It also sources some electricity from the National Electricity Market which uses fossil fuels. None of these retailers are carbon neutral according to the Climate Active website run by the government.

Who is the best electricity provider overall?

The ACT, NSW, South Australia, South East Queensland, Tasmania and Victoria are deregulated, which means there isn't an Australia-wide best electricity provider.

However, Diamond and Momentum serve Queensland, NSW, Victoria and South Australia well, while Enova is another good option for NSW and Queensland residents. Discover Energy, a newcomer to our survey, is the top performing retailer available in the ACT with a CHOICE Expert Rating of 84%. However, its Green Electricity Guide results are lower than the top three at 65%.

Energy Locals is the best option in our survey for Tasmanian customers, and it also serves all other states and territories aside from Western Australia and the Northern Territory. With a CHOICE Expert Rating and Green Electricity score of 81%, it doesn't quite meet the criteria for a recommendation, but it's not far behind. The customer service score of 63% could be improved though.

Since we're using both Australian Energy Regulator and Victorian Energy Market Reports data, we can give a larger scope of the better outcomes for energy retailers across deregulated areas in Australia.

What are the biggest problems with electricity retailers?

From customer complaints to green energy ratings, here's what we found.

Complaints with electricity providers

There are a decent chunk of complaints put through every year against energy retailers, but some of them outstrip others. 

You'll see that no retailer scores below 90%, but that doesn't mean they're all great. Look for providers that score at least 98%. Also, larger retailers often have a greater number of complaints, but measured against their size and amount of subscribers, it makes the percentage of complaints quite small.

It's not all bad – electricity providers that are actually decent when it comes to complaints

Plenty of retailers have great results for their complaints score, and call response times can be excellent as well. Drill down on the graphic above that covers all scored retailers to find out which ones invest in their customer service. High results in both complaints and call response means a better investment.

Green energy rating problems with electricity providers

Some of the latest updates to the Green Electricity Guide paint a rather dire picture. A number of providers have seen significant drops in their results including AGL, ActewAGL, Energy Australia and Simply Energy. Then you have retailers like Alinta Energy, who claim to be working towards sustainability and yet still scored just 31%.

Many of the biggest retailers in the country, including those listed above and Origin Energy, are among the worst performers. Even one newcomer, Metered Energy, is sitting towards the bottom of the pack with a score of 35%.

The most common problems are a lack of transparency in advertising, and retailers continuing to purchase some, or all, of their energy from the National Energy Market (NEM). The latter still burns fossil fuels, so while a retailer may not be directly involved with non-renewable sources, buying energy from the NEM is indirect involvement.

It's not all bad – electricity providers that are actually decent when it comes to green energy

Fortunately, a number of retailers are sticking to their green guns. Diamond, Enova, Momentum, Aurora and Energy Locals all score above 80% in the Green Electricity Guide. Also many retailers offer green electricity plans of some kind. We're also seeing an increase in the number of retailers earning Climate Active carbon neutral certification.

Options include plans that are partly, or wholly, derived from renewable sources, solar feed in tariffs which often include financial incentives when you supply excess energy back to the grid, and GreenPower. This is a program where retailers claim to generate one unit of electricity from a renewable source for each unit of electricity sold. A few even actively encourage home solar with discounted panel and battery installation.

Finally, while sustainability claims made by some retailers don't entirely match up to their Green Electricity Guide results, there has been some progress. Alinta, for example, owns solar and wind farms, is building a lithium-ion battery storage system, and has stated that its coal-fired power station in Victoria may close 15 years earlier than planned. It's also not the only retailer heading in that direction.

How do you switch electricity providers?

You don't have to go to commercial switching sites like iSelect and Comparethemarket (which have some troubling issues around only examining a portion of the market). There are some free alternatives such as Energy Made Easy, a federal government initiative, as well as some state-based switching options such as Vic Compare

CHOICE has partnered with Bill Hero, who follow the same methodology as our previously run initiative, Transformer. They'll ask for a subscription which they use to monitor your bills and swap you to a cheaper energy retailer, covering both electricity and gas.

Climate Active program

While we don't include the Climate Active program as a scoring element in our recommendation for best energy retailer, we recognise that working towards attaining Climate Active certification creates healthy competition between energy suppliers and retailers. 

Working towards net zero emissions makes it easier for consumers to select carbon neutral energy if they want to. As more energy suppliers and retailers attain the Climate Active standard, we'll add this into our scoring methodology, looking at how many of their products are Climate Active as well as their organisation.

We care about accuracy. See something that's not quite right in this article? Let us know or read more about fact-checking at CHOICE.