KEEPING ENERGY SUPER SIMPLE and competitively priced is Frank Energy’s promise to you. And its message has clearly hit the mark, because in mid-2024, Frank Energy became New Zealand’s largest second tier energy retailer.

Formerly known as Energy Online, Frank Energy launched in early 2022 to compete in the rapidly growing second tier energy retail market. 

Frank Energy was designed to be a straight-up, no-frills alternative to the complexity and confusion of many competitor businesses. Its brand promise, ‘selling it to you straight’, is strongly reflected in the energy provider’s approach to customer service. 

“We believe that customers have got better things to do than be thinking about power, that’s why Frank Energy offers a range of easy-to-use, self-service tools via our app and website that allow customers to quickly sort out many of the usual admin tasks,” says Michael Wood, Head of Brand and Marketing. 

Frank Energy’s customer service team is based in Hamilton and is trained to resolve issues on first contact. “It’s really important to us to get things right the first time, but also to help our customers to get familiar with our self-service options, such as setting customers up on the app, getting them familiar with its features, and where to locate information easily on our website.

“We also put an emphasis on being brilliantly simple with our language and fully transparent with what we can and can’t do for customers so that expectations and outcomes are clear,” says Carla Ririnui, Customer Care Team Lead.

Perhaps that’s why Frank Energy is a back-to-back winner of the Consumer NZ ‘People’s Choice’ Award, as well as Gold Award winner of the Quality Service Award.

For more information, visit: frankenergy.co.nz