1,136 reviews
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Pros
Cons
Verdict
The provider is highly regarded for its competitive pricing and a smooth, user-friendly sign-up experience. However, post-onboarding support is less consistent, characterized by long phone wait times and difficulties in resolving billing or account-specific issues. It is a strong choice for those prioritising initial savings and ease of switching.
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G'day I've just hooked up with 1st Energy as it's important to shop around for the best deal. The last company I was with was out of control and was of no help. As I've only just changed provider I am not able to say how much money I've saved yet but I definitely will keep you all updated. I was offered an insensitive to write something but my… Read more
main reason is to be the so called Guinea pig about my reason to change and how it goes for my family, so if it is a good deal you'll know and if not you'll be hearing back from me any way.
I moved to 1st Energy and found the process easy and stress-free. I have not received my first bill yet but I am very hopeful that it will be a significant reduction on my previous bills. I have been looking at the app and I am very impressed about the information it contains. Show details
TL;DR: 1st Energy: very fast to sign you up but otherwise slow, incompetent, lazy, doing as little as they can legally get away with. Avoid. My troubles with 1st Energy started shortly after I signed up. On July 1 I went to check to see what if any changes they'd made to my plan only to find it apparently no longer existed. It did, but it had… Read more
been grandfathered. Since the only way to check their plans is to use the web site front end which treats everyone as a potential new customer (a design flaw I'll come back to), it wouldn't even acknowledge that the plan I was on even existed.
I sent a message using the web site's Contact Us online form. After three days when they hadn't replied I sent another. At first I thought I was being ignored because I'd refused to tick their obnoxious "By clicking this you consent to be marketed to by us for eternity" box. It's gone now, after years of complaints, but it was there three months ago. Anyway, after another couple of days without a response I had written up a review like this and was literally fact checking it when I got an email from their Customer Experience Manager. That was five days after my first message.
For the past three months I've tried in vain to get 1st Energy to give me (and everybody else in my position) some way to see our plan details 24/7 like every other retailer does. If they're not going to do it via the web site then the logical place would be in the Plan Details section of the My Account on the app and web site. After all, on the PC it literally said "Rate details for this plan are not available yet," which clearly shows someone once intended to do the right thing. As requested, I sent them a screenshot showing this and asking for it to be fixed. At first they said they'd do it but then they reneged. I could see the details of my plan on my bill, they said, ignoring the fact that they can change the plan at any time and I only get the bill after the fact. As soon as I pointed that out they stopped responding to me.
I was on the verge of finding a retailer with more integrity when I spotted that they'd released a new plan (1st Emerald) that was cheaper than the one I was on. For giggles I applied for it. Nine days ago. Nine days and I'm still on the more expensive plan. Their web site cannot handle a returning customer! As I said earlier, their site treats every request to view their rates as a new customer, in fact, during the signup process they ask you how you found out about them and the only two options are new customer or moving residential address. If an existing customer does try to sign up to a new plan with them their system can't handle it. There's a reason for that.
Reviews with attachments
I signed up 1st Engery on 22 Sep, in the terms and condition, it reads: "you have a 10 Business Day Cooling Off Period starting from the day after you receive your Welcome Pack from 1st Energy." I never received the Welcome Pack. So I called them on 12 Oct, requsting the Welcome Pack, and finally received it. On the call, I got informed that my… Read more
cooling off period finishes on 12 Oct. (not sure how they calculated the 10 business days).
The Welcome Pack consists of a three-page PDF which states:
"You have the right to cancel this agreement within 10 business days from and including the day after you signed up or received this agreement. Details about your additional rights to cancel this agreement are set out in the information attached to this agreement."
There was no attachment or additional information explaining these cancellation rights.
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Great prices... until just after my 1st bill is due where they whacked me with less than 2 weeks notice to say my anytime rate is going up 14.57%, daily rate going up 16.2% and oh yeh they're gonna whack on a $2.70 processing fee just because... So basically it's "hey, come on board, we've got great prices... for the first month!" What a joke.… Read more
Leaving them immediately. They can reply all they like in this forum, but I won't be changed on my position: That is NOT how you treat a new customer. It's really shady business in my humble opinion. They're trying to snare people in on a really competitive rate and then they hit you with a really high rate. I'd love to know if they do this to all their new customers.
One week in and prices have gone back to the equivalent of my previous provider. Assessment done on the vic gov compare site. Signed up 26 June Transferred 13 July New pricing 22 July So disappointed. Churning tomorrow. Show details
Helping me to understand and show how I save money with my power bills. Show details · 1
Non existent customer service and invasive contact form forcing me to accept 'cold calling' etc without any choice. Was looking to join but have now gone elsewhere. 1. Phone number constantly repeats the same message but does not advise the wait time nor what number / order you are in the queue. 2. Then decided to use their online contact form… Read more
instead but you cannot submit the form unless you accept their invasive requirements of, 'cold calling', 'door to door sales' etc without ay other choice. 3. Have now advised the Energy Comparison site but doubt anything will be changed. Have now gone elsewhere.
PS/ Thanks Google as you will not allow me to post any photographic evidence.
Latest follow-ups
Was quick and easy to sign up, and I was very satisfied with the service Show details · 1
Follow-up · Very easy, would recommend to anyone
The consultant is very knowledgeable, which helped me decide to sign up. Show details · 1
Follow-up · It was easy to change the retailers, and the rates are slightly cheaper than the previous retailer.
Incredibly easy to do on line, I am a pensioner so will be happy with cheaper electricity. Show details · 2
Follow-up · Very happy with my first bill $35 a month cheaper than Lumo, who were $30 a month cheaper than origin . Look around for the best deal.
Positive reviews
The customer service person was very helpful and clear about options and comparison. I am usually reluctant to change companies quickly but became aware it was a great deal. The person who answered my questions was very helpful and respectful. Even the original carrier thought they could not offer me the equivalent deal even though I had been a long term customer. Show details
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Kane was an absolute pleasure to deal with...he was extremely patient, professional, knowledgeable, helpful, friendly & polite. Kane's conversational english & pronunciation were extremely proficient & very easy to understand Yes phone wait times can be quite long. But the simple reason is that currently 1st Energy have the highest electricity… Read more
discount of 24% off the 2026-27 VDO (Powercor Victoria) with their 1st Emerald Residential Anytime offer But as I have only just changed over to 1st Energy for my electricity...obviously I haven't received any billing from them as yet in these very early stages. So only time will tell to see how transparent & customer focused they are. But fingers crossed that 1st Energy will continue to offer extremely competitive pricing so that I can remain a loyal customer to them.
An excellent company to deal with...no language barriers... everything clear and concise.. I rang back with a query... minimal delay on the phone and my query handled instantly by Janita.10/10. Show details · 1
Negative reviews
Service is non-existent. Tried to call and sign up, put me on wait for 35 minutes and then asked me to leave a voice message. Yea, definitely don't want to be your customer after that. Show details
Pathetic service. at the time of new connection they called so many times but we got some electricity issue or disconnection the services, no one is picking up the call. no one is calling back. Online account says for any problem pls call us. Overall, no way to contact them when customer needs it. Show details
Their rates are cheaper than most but their support services are not existing. If you get one with a big luck, it is very useless. Even they do not respond support related emails. Show details
Recent reviews
Signed up with 1st energy because I’ve had a gut full of origin. The experience was fantastic and real easy to do and sign up. I will be recommending to other family members Show details · 1
I contacted 1st Energy re my concession on 2 occasions but have not received any answer. It has been more than 5 days...still nothing, this was very disappointing. Show details
The people I dealt with were friendly, polite and informative. And I received all the information I needed to make an informed decision. Time will tell whether that information was correct. Show details · 1
Incredible assistance, and helped me immensely understand the plan and how it will all work. Made this experience very easy for me and couldn’t recommend this company more. Thank you!! Show details
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After an electricity broker showed me the comparison rates, im feeling excited knowing I will be with a company that offers me the advantage and benefits for having a solar and battery system. Has best rates. Finally not fearful of any future bills. Show details · 1
I recently set up my power and gas with First Energy, and the whole process was quick and easy. The team explained everything clearly, responded fast, and made the whole sign-up smooth. Really pleased with the service and happy to recommend them. Show details
Fairly straight forward. I had a question, and was promptly answered, though I had already sorted it myself upon closer reading of instructions. Friendly follow-up. Feeling seen and heard. Show details · 1
The transfer of my energy policy has been straight forward. No problems. The energy plan (1stenergy, 1st emerald) suits me. Having recently received a new smart meter I like the way the time of use plan is set up and financially I will be better off. I think I did my home work on this one and this is the plan and energy provider I chose. Show details
Very competitive price for supply charge and kw charge..Had no hesitation in changing companies as price difference is saving me a lot of money every month..Change-over was seamless and very friendly and efficient, would recommend to anyone and everyone Show details
Horrible customer service. We tried calling 4 different times in one day and each time no one answers and we get told to leave a voicemail. We only heard back 3 days later when someone gave me a call back and I couldn't answer as I was at work. Then whole process started over again with me waiting on hold for an hour after calling back. It feels… Read more
impossible to actually get ahold of anyone at 1st energy as there is only one phone number and no matter how long you hold, no one ever answers the phone.
Finding out the best prices per KWH is a nightmare with all providers having all sorts "special deals" that all carry limitations and restrictions. I finally settled on 1st energy since they had the "best" rates per kwh for the electricity that comes from the same supplier through the same line. So why doe they all have different obstacles? Show details
I would like to take this opportunity to say that 1st Energy has been extremely responsive. They are excellent with their rates. I spoke to a lovely gentleman on the phone in the afternoon and he was just a really nice person to deal with. I would recommend anyone that if you want to look at some good rates, please check them out. Also they have… Read more
an app so you can keep up to speed with your energy use also too. You can pay online even before 1 October there was no credit card fee which I thought was great compared to a lot of other companies out there and I’m sure if you need assistance they’d be there so give them a go. I would recommend them and I’m Melbourne Radio Presenter and I found that I wouldn’t be recommending if I didn’t think that they were up to up to up to standard so please look at their rates and then you can get monthly bills and you can get three-quarter bills,
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Hi David, the rules changed in Victoria fairly… Read more (+1 reply)