Don’t stick to their word
When signing up with 1st energy I was told by the guy on the phone that I would keep my 13.5 cents solar rebate no matter what. A few months in when I changed to tariff 93 my rebate changed to 11.5 that exact date. With multiple phone calls with different customer service people, was told many different reasons why this happened. They made a time for a supervisor to call back but never recieved a call . I contacted the energy ombudsman who made the inquiry for me. It took 2 months to receive a reply because they was waiting for 1st energy to ge...t back to them. So it seems they don’t even take an ombudsman enquire as urgent. The ombudsman was told that 1st energy sent a email to me about my reduction in my solar rebate, that never happened. I received no communication at all. 1st energy said because I didn’t received an email they would credit my account with $10 for the lost rebate for the first month. Guess what, no $10. This company does not seem credible to me as they don’t stick to their word and dont even follow through with what they tell an ombudsman. Big mistake crossing over to them Angela Ellis
Better rebate than the alternative but only just.
Changed to this crowd because they had a slightly better solar rebate but in reality, it isn't a whole lot better, only a few bobs. They only send email bills not posted ones. I would like a smart metre supplied automatically. They do not do this.
Very difficult to contact
I tried to join 1st Energy in March and heard nothing. Tried again in April and thought I had signed up. I have now received two emails with two different account numbers. I am unable to to log on. Every time I try and use the forgot password option. It simply states successful check your email. I have checked my main and junk absolutely nothing. Combine this with it being difficult to contact them has made for a poor start.
Competitive rates, poor service
Set up with ALINTA, very good to start until you have to contact them which is a dog chasing tail. Emails with customer service so had a name however you can not talk to them as their Philippines call center refused to put you through & very arrogant. Alinta had failed to load my seniors discount for 2 billing cycles. At first said it was my fault but I had proof, then said that my number was wrong. Finally they admitted that it was not put in on their end, all of this has been 3 weeks arguing. Alinta rely on a third company for energy & meter reading & could not answer some questions, why a 83% increase when same household 2pax, mtr behind gates so not read. Not good when Alinta are the provider. William
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Didn’t have an issue for 18 months but ended on a sour note
Cold called by this mob offered better discounts than alinta who I’d been with for a couple of years . Made the switch no dramas then rates went up considerably in January . Finally decided to switch back to alinta when I realised I could save at least $80 a month . Silly me didn’t read the fine print and won’t get a discount on my final bill and the guy from 1st energy called right before I was being switched back over to alinta to offer a 47% discount . I told him I would like to
Quickly chat about it with my husband which I was not allowed ...
Questions & Answers
Who owns 1st energy , ie to whom are dividends or profits sent to. I have been told there is a link to Indian business concerns, is this correct??
Hi irc, no that is not correct. 1st Energy was started by 4 individuals - 2 who are Melbourne born and bread and the other 2 who are New Zealand born and bread. In 2016, 1st Energy sold a small share of the business to ERM Power who are in Brisbane. If you would like any further clarification, please let me know. Many thanks Sarah
Thankyou for your prompt reply, it is most reassuring as otherwise we were very happy with your service
That's great to hear. We do hear a lot of stories about us being connected to China and all over the place but nope, all our staff are based in Australia. I'm not sure where all these stories originate from but I'm glad you asked and gave us the chance to set the record straight on this occasion.
can i get a pensioners concession?
Hi Robyn, absolutely. Please ring the call centre on 1300 426594 with your card details and the team will ensure you get your concession. Many thanks
Why don't they answer emails or enquiries via their website?
Such a small company they have only a call centre.No customer service skill.
Hi Dave, we have a click to chat function on our website for enquiries or alternatively you can email support@1stenergy,com.au and a member of our team will be able to assist you. Alternatively you are welcome to call our team on 1300 426594 for assistance. I can organise for a member of the team to ring or email you if you provide me with your account number. Kind regards Sarah
Thanks. I cannot find a chat function on the website. I have sent several emails and online enquiries without result until now. I have just received an email from Bri at customer service, so will proceed with that.
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