Customer Support

The energy industry has long been tarnished with a reputation for poor customer service, due in large part to the experience of individual customer’s direct supplier interactions. We take customer support seriously, understanding that while saving money is important, saving time can prove just as worthwhile. We are here to oversee every aspect of your energy needs, from a billing query to renewal reminders.

Building Lasting Relationships

We believe in building lasting relationships with our customers, providing a superior service that sets us apart within our industry. Our support team will liaise with the energy suppliers on your behalf, so that you do not have to spend time on hold to a supplier’s call centre. We direct our queries through a dedicated broker account management team within each of the suppliers. We have unique service level agreements (SLAs) with each energy supplier, meaning that any query or issue is dealt with in an agreed timely manner.

We have invested in an industry-leading web-based client portal that allows you to log in from any place and at any time to check the status of your account, review energy market reports, contact customer support and more.

Common customer support issues that we deal with include:

  • Transfer of supply, ensuring contracts go live on time
  • Billing queries
  • Submission of meter readings
  • Settle disputes with energy suppliers
  • Upgrade / downgrade of meters
  • Establish new electricity and gas connections and meter installations

Once a query is resolved, your account manager will provide a brief and understandable explanation of the situation. Equally important is that we ensure that the problem is not only rectified, but does not happen again.