EnergyAustralia

"HORRIBLE" customer service there resolution team are rude and just tell you I understand and I apologise and do not resolve the over charge that they created or resolve the issue my final bill is nearly $600 for gas never had a bill over $300 if you enjoy being on the phone to someone in the phillipines for hours on hold and the English communication barrier is so frustrating I would avoid this company AT ALL COSTS . Show details

Very unhappy with energy Australia. We moved to another provider then got a bill, called them back as was given confirmation and reference number to say nothing was due and account closed. 2 weeks later send another bill and charging over due fees. Called back given refl# and they listen to their recordings and saw that their customer service gave… Read more

us the wrong information but didn't want to rectify it. Affecting our credit because they can't do their job right. Stay away

Just received latest Quarterly Bill, end of July 2026. Listed on the Bill, apart from all the usual usage detail, costs etc, was a charge $41.10 we had not seen before nor was aware of. Only detail on the Bill for this charge was "Metering site alteration for the service provided on 2026-06-18(incl.GST)" Meant nothing to us. Went on line to… Read more

"chat" with EA, [Name Removed] who helped me, was patient, helpful and understanding..

Explained our concerns about the $41.10 charge and asked for explanation.

After little bit of time reviewing he stated " From the details I've checked, I can see that the $41.10 charge is a Metering Alteration Fee. This charge is applied by the electricity distributor, not by EnergyAustralia. I can also see that there doesn't appear to be any request on our records relating to the work that led to this charge. In this situation, let me go ahead and reach out to the distributor on your behalf and get back to you with an update"

Our Electricity Provider is Ausgrid.

[Name Removed] then advised " As I've explained the situation and discussed it with my supervisor, I've received approval to waive the $41.10 Metering Alteration Fee from your electricity account. I'll go ahead and apply a $41.10 credit to your electricity account, which will offset this charge."

Obviously good news for us.

Bigger issue is of course just how this charge got on our Quarterly Account in the first place.

Times are tough enough as they are, without Ausgrid / EA applying additional and apparently unwarranted charges to our Bills.

Lesson learnt, check your bills, VERY CAREFULLY, whether with EA or any other provider ....Ausgrid work with a lot of others.

Feedback from a solar panel person – What mugs we are now.we buy solar panels.produce electricity for the providers,they pay us 7.6 cents.and sell it back to us for 45 cents??is that a good investment structure Show details

No good rate offering to reward me as an on going 20years existing customer , quote online not showing exact new plan rate, as it’s saying it’s only indicative , how fair is this when expecting a customer to sign a contract without knowing exactly how much to pay for 12 months at least , please improve Show details

Totally incompetent mess up with account and terrible customer service – I spent well over half an hour on phone 2 weeks back with EA, myself and my daughter setting up electricity and gas account for my daughter who has a disability. I set it up with me as the nominated representative as I manage her finances. I rang… Read more

them today (waited 20 mins to speak to someone overseas who I could barely understand) to inquire why gas had not been transferred over and they wouldn't speak to me as I wasn't on the account as the nominated representative. I asked them to please check their records and also pull up the conversation where I initially set up the account and they will find that my daughter did indeed nominate me. They said no and still wouldn't talk to me. What a complete waste of time on both occasions - especially after the initial setting up where they took all my info as well as my daughters so I could be her representative, and then they failed to set it up properly at the end of the day. They are 100% incompetent and I so resent not being able to talk to someone in Australia (I did ask and they said can't do!). So I rang Red Energy and the first thing I asked was do your calls get answered in Australia .. "yes" .. yay I we are switching my daughter's account right now . Slightly more expensive but for better customer service I think it is a must do.

I dealt with SKYE through messaging online and was hoping a personal survey will be sent to my inbox to give her praise of how she handled my inquiry. Thank you Skye for being very helpful. Fast, efficient and professional. Excellent Service. Show details

Wonderful exercise with a complicated energy to Energy Australia. They were kind, supportive, understanding and extremely efficient. I am delighted to be back as a customer with Energy Australia. Keep up the good work. Show details

Customer Service Linda was very helpful and on checking both our Gas & Electricity Plans stated that Home 365 Electricity Plan would be more economical for our household. She stayed online and talked me through the online process for changing plans. Show details

​We switched provider. Here's why: EnergyAustralia is owned by Hong Kong-listed CLP Holdings, it is NOT Australian. They have already been sued by the ACCC in 2023 for misleading info on electricity prices, now in trouble again for not offering the Solar Sharer Program (free 3 daytime hrs) on time. We switched to Aussie owned company Red Energy with slightly better prices. Customer service still good. Lumo is Australian too. Show details

It is my opinion, that Energy Australia is knowingly and deliberately deceptive and misleading in the context of the Australian Consumer Law (ACL) s18 in there pricing and plan changes for electricity. They use deliberately deceptive plan names. There may be more than one "Flexi Plan", same plan name but materially different pricing for the same… Read more

address. In my case my "Flexi Plan" from 1 July 2026 advised by mail, was materially worse than the current "Flexi Plan" advertised for my address. In my opinion, they have failed to provide a Solar Share Plan using false and misleading excuses and the regulator needs to penalise them and as consumers we need to seek alternative retailers. In my case, they are now making me wait 19 business days to change to the correct Flexi Plan rates at my address. I cannot wait to change retailer and gas supplier. How can the ACCC let them get away with this?

We were on a plan, had a discount for a new account. We asked for all communication to be delivered via email- which they did for everything but the new rate increase. Due to the fact we did not alter our plan, it defaulted to the most expense plan available. Stung with a bill 33% HIGHER than not just the previous bill, but also the same billing… Read more

period for the previous year.

When contesting the bill, representative would not budge on price and gave me a comparison price if we were on the more economical plan. Still in the order of $400 more expensive per quarter than other providers. Go to - https://www.energymadeeasy.gov.au/ to compare. Don't give the Hong Kong parent organisation any of your time or money. They don't care about you and make all details of plan changes as opaque as possible.

I've been an EnergyAustralia customer for a while. Mid-June I got an email telling me my rates were going up from 1 July — my peak is now 80.54c/kWh. What the email conveniently left out is that EnergyAustralia offers far cheaper rates to new customers for the exact same electricity. They notified me of the hike but not of the better deal sitting… Read more

right there on their own website. So I compared. Not only are their new-customer rates well below what I'm being charged — after this increase, my rate is the highest I can find anywhere in the market. Competitors are charging close to half at peak. This isn't a cost-driven rise either: NSW benchmark prices actually fell this July. This is the textbook "loyalty tax": lure people in, quietly ratchet up their rates betting they won't check, and keep the cheaper deals for new sign-ups while existing customers foot the bill. Emailing me about the increase while staying silent on the better rate makes it worse — it's not an oversight, it's the business model. No proactive offer to move me to their best plan. Just a higher bill and the hope I wouldn't look. I looked. I'm switching. If you're an existing EnergyAustralia customer, compare their new-customer rates — and the wider market — against your own bill before you do anything else. You're very likely paying a premium for being loyal.

I would like to raise a formal complaint regarding the gas meter replacement carried out at my property on 2 July 2026. Following the replacement, I discovered that my gas hot water system was not working. I contacted your customer service several times to report the issue. Unfortunately, my calls were handled by overseas call centre agents who… Read more

did not fully understand the situation. They repeatedly advised that because my gas cooktop and other gas appliances were working, there could not be any issue related to the meter replacement, and they instructed me to contact a plumber at my own expense.

Despite explaining that the hot water system had stopped working immediately after the meter replacement, my concerns were not properly investigated by the call center agent on 03- July 2026 at 4:12 PM (Melbourne time) As a result, I lost valuable time and experienced unnecessary inconvenience and stress.

On 4 July 2026, I contacted your customer service again and spoke with Michael, who carefully listened to my explanation and understood the issue. He promptly arranged for a technician to visit my property.

The technician confirmed that the previous service person who replaced the gas meter on 2 July had failed to relight the gas supply to the hot water unit located behind the house. Once the gas was reignited, the hot water system started working normally.

This clearly shows that the problem resulted from an oversight during the meter replacement. Had my earlier complaints been handled appropriately, this issue could have been resolved much sooner without causing unnecessary inconvenience.

I appreciate Michael's professionalism and prompt assistance in arranging the technician. However, I am disappointed that the earlier customer service agents dismissed my concerns and incorrectly advised me to engage a plumber, which could have resulted in unnecessary costs.

I request that EnergyAustralia:

Investigate why the technician failed to relight the gas supply to the hot water unit after replacing the meter. Review the handling of my earlier calls so that similar situations are recognised and resolved appropriately in the future. Consider appropriate compensation for the inconvenience, time lost, and unnecessary stress caused by this incident. I look forward to your response and to learning what steps Energy Australia will take to prevent similar issues from occurring in the future.

Chronically expensive. Received a $461 electricity bill when I live on my own, rarely work from home, don't have aircon and was away for 4 weeks across May and June. I would mind less if I hadn't had to complain to them before after getting huge bills and being told I was being put on a more sensible plan after several hours of phone calls due to poor service. I would not recommend. Show details

My tenant moved out after 8 years in property and disconnected the power. I Signed up with energy Australia with a promise that it would be reconnected on the next Friday. Come the Monday with new tenants moving in no power and no phone call to advise me. When I phone need to answer safety questions and as I was not in the property could not ask… Read more

me the questions. So no power - disgraceful waste of everyone’s time. When I finally got to the property and phoned it took me 2 mins to answer questions that could have been confirmed by email previously. I and the tenants do not appreciate no power for the first day. Disgraceful service

I condensed 3 NMI meters into one meter to take advantage of my solar panels. The Energy Austalia NMI was cancelled and removed by a level 2 electrician. Energy Australia did not supply any electricity to my address for 3 months - the meter did not exist to record the supply of electricity. After the 3 months had passed they sent me a bill for $283.74 for electricity! Totally disorganised and unhelpful! Show details

Horrible customer service. Twice in a same day , I had points where I didn't agree with there process and raised counterpoints. The ride customer agents stopped hearing me once and in another instance totally disconnected the call without any notice. They just lost a customer for ever. Please avoid. Show details

As a customer I was on the phone to them today simply needing to change my off-peak hot water as I have converted to solar so I wanted to remove the off peak. The first operator had no idea what I was talking about and she transferred me to the technical team who had similarly no idea what I was talking about but then finally came back and said… Read more

well you will need to talk to your local provider being endeavor energy. So even though I was a customer at a retail level with energy Australia they told me I needed to contact the energy provider and when I did that they told me the opposite. So rather than go back to energy Australia and waste more time talking to id*ots I change to red.

Needed to provide documentation to Energy Australia for authority to operate a family members account. They have sadly suffered a brain injury and are unable to manage their own affairs. The Energy Australia representative insisted that the account holder must provide the authority even when I explained the situation several times and dropped the… Read more

documents into the chat. They explicitly refused to provide an email address (apparently there isn’t one) or mailing address to send copies to. They then closed the chat after thanking me for being a valued customer. Such a poor experience. Probably easier to open a new account elsewhere which I will be investigating.

You can see why Energy Australia has such poor reviews. They overcharge, they are incompetent, they will try and steal your business to make money off you. I’ve always been with the one company and during my recent house build unfortunately my builders signed me up to this company even though I didn’t want to. I was told that I would have no… Read more

trouble transferring (lies told by my builder) and I’ve experienced nothing but massive headaches trying to transfer from this rogue & greedy energy provider. They refuse to transfer me. They hang onto my business when I don’t want to be under them They are literally thieves ripping me off- anything to take your money. I’ve reported them to consumer affairs.

The most terrible customer service ever experienced. No staff member actually knows whats goung on and you will be left on hold for most of the call. Three calls later 40 minute hold each time. They just transfer you around departments! Joke of a company! Show details

Don't deal with this company! Sadly my mother passed away and because they set her up on the wrong plan she was owed money. For $200 or so dollars they expect me to get stat decs signed and have the death certificate certified and essentially jump through more hoops than a trained dolphin, as if my mums death is not challenging enough, this is the… Read more

last company i need to deal with regarding her passing leaving the experience even more tragic. Ultimately she passed away 11 days after closing the account and they did not reimburse it. I am asking for it to be distributed back into her bank, not a 3rd party. Then they start with legal and compliance wordings, really just a way of being difficult. This business has no moral compass, stay away from businesses who are happy to rip pensioners off but not happy to reimburse them. No doubt if she owed them money they would chase me for payment! Absolutely disgusted!

If I could give zero I one hundred percent would. We joined them in August 2025, in October 2025 he has had outrageous bills been accused of stealing power. And up until today I still cannot get them to finalized a EWR order preventing us from going elsewhere. Their customer car team are in unhelpful and in all this time we have had 2 people… Read more

that have assisted us, we have spent weeks on call, messages and email with zero results.

Addit: so, we finally have gotten a result for our solar panels that too from Oct 25 to March 25. We have found another provider, and they sent us a letter to say they had overcharged us, and we have to contact them for refund. Which I did 4 hours and 4 phone calls later I was told it's a 3-5 business day turn around, we are now at day 10 no money another complaint to Ombudsman, as they refuse to provide EFT number, date and amount and name of account holder due to Privacy reasons. It's my account this company hands down is the most horrendous company to deal with. My advice avoid at all cost.