Great customer service over the phone
I had two great experiences this week with Actew, one for our business and one for our house/moving home.
The people I spoke to on the phone were delightful, knowledgeable and helped to sort things out easily and quickly. Couldn't ask for more. Thanks!
A company that keeps their word
A good company compared to others operating in Canberra. Especially compared to Origin who I signed up with at electricity rates slightly cheaper than ActewAGL but then increased their rates by 5% four days into the contract. It’s good to be back with a company who keeps their word
- Verified customer
Either dishonest or incompetent - or both
Didn't bill me for gas for an extended period of time (despite me trying to connect via internet and phone several times) then subsequently removed and replaced the meter. A month later sent me a bill for $2500 for the past nine months of usage (for a single person household!) and refused to provide evidence that the *removed* meter was in fact the one connected to my property and was working correctly.
When I disputed the usage, refused to enter into any sort of mediation ie I offered to pay the average for a single person household in my su...burb, which I believe is reasonable given they have failed to provide sufficient evidence that the usage is a) mine and b) correct (given the meter was conveniently removed). The matter is now in the hands of ACAT. Has caused me a great deal of stress as a single mother of a toddler who works full time and is managing a chronic health condition.
Totally inept, zero customer service
Since fitting solar panels and the instalation of a "SMART METER" we have not been able to get a correct bill from ACTEW AGL, If they fix one part of the bill that is incorrect then they stuff up another part.
8 calls to service centre to try and get the correct billing and discount applications.
Hanging around all day after recieving a letter that our meter was going to be checked and an interuption to our power supply, Twice they never turned up.
Latest round re adjusted our bills finding an extra 2000 hours of useage on bills already paid.
Fantastic Compared to AGL
They set me up in my new house pretty much instantly! Bills have been wayyyyy below what I was previously being charged with AGL and I have 20% off electricity charges and 10% off gas each bill due to having a health care card.Payment plans are very flexible and it is simple and hassle free to extend time to pay if needed. All can be done online too!
Best electricity supplier I have ever dealt with.
You must R E V E I W every bill, Very Sneaky
Not happy as their billing is inconsistent, taking the wrong amounts by direct debit. Bills are hard to read.
Was promised a feature to monitor usage & solar inputs and still waiting and nearly 2 years on.
Reduced my feed in tariff from .11 c/kwh to .08 c/kwh with out any notice.
Wasting lots of my time scrutinizing my bills & then time on the phone to get issues addressed.
- Verified customer
Like actew shop and service
I bought my reverse cycle heater /air con through actew shop 2 years ago It’s fabulous. Had a minor hiccough re a setting. They sent someone next day who fixed it straight away. Works beautifully. Also had solar hot water installed. Again. Very professional service. Still working perfectly after 3 years. Gave me much better advice re placement of panels than some of the private companies and so get maximum solar advantage and much longer time when I get my free hot water. Also liked the way I can manually operate the booster system. Only need this in winter months.
Do ACTEWAGL respond to enquiries, or only pretend to?
We had a smart meter installed last year. At the time of the installation, we made some enquiries for which, some 90 days later, despite numerous follow-ups and internal escalation of our enquiries, we are still waiting for responses relating to:
1. a description of the various displays on the smart meter (their web site only has only some information; EVO Energy told me to talk to ACTEWAGL; the smart meter manufacturer advises you to contact your installer …)
2. the 'daily' usage figures to be made available. We've been told a couple of time...
CHECK YOUR BILLS!
Having changed to solar hot water in Nov 17 and solar panels in January it took them 4 months to put in the smart meter. This caused the meter to run backwards and we should have received a credit instead of the Feb-May bill of hundreds of dollars. They adjusted it and apologised, then gave us a 1 month bill for May (another error). I am still trying to get it corrected. Have received numerous adjustments and the whole thing is so confusing. The staff are inept and I don't understand how ACTEWAGL can stay afloat as a company with the amount...of time that must be wasted dealing with angry customers., They now refuse to answer my calls and the Client Liaison Officer has never spoken to me on the phone, just one or two emails to say she has given it to someone else. Then it isn't followed up on. It is belittling to have to leave messages for days on end and not receive a call back. They don't give you any options for complaints, names, emails etc. You are given the ewcommission to complain to. Next bill due in a few weeks and we haven't sorted out the May-Aug bill yet. It would save time if staff rang and consulted, with you before adjustments. Also have stopped 2 bills from being direct debited and funnily each one has still been paid. One was good, they paid the first account (where the figure was higher) and not the adjusted amount on the 2nd bill. How do you manage that with computers these days? I have saved hundreds of dollars but the 8 months of battle with them is very annoying. Never dealt with such an appalling company. You need to train your staff.
Frequently overcharged in bills through errors. Very frustrated
I was with ActewAGL for 3.5 years with electricity service. In this time I changed rental properties once.
Over 3.5 years there was a mistake on every second bill on average. Usually this was duplicate fees, overlapping read dates with last bill and when moving double ‘special read fee’. I had to call every time this happened to have a proper bill re-issued. If I had not checked every bill I would have lost hundreds of dollars over 3.5 years. At least Actew recognised mistakes and re-issued bills. But repeat mistakes like this are very very ...
Perfect for Act and NSW regional
Very community focused
Employees are local residents
Thy do lots of local sponsorship and fundraising events
They offer cheap rates and keep the promise(signed up with Energy Aus.; they increased the price within 6 months)
Call center sucks: really hard to deal with them
I live in QBN: if the meter reader dosent read your meter; ActewAGL dosent take any responsibility
Why make an estimate of what you use.
I cannot understand why people put up with these people not doing their job right. I understand that meter readers are none existant these days and they base your bill on what people around you use. How can thi be right, what if you are away for a couple of months and not using electricity, how can they give you a bill based on what somebody else has used. I just got a bill, based on what people around me are supposed to have used and it is triple what i used for the same period last year. I asked for a re read, i dont know if this has been don...e. I got a call telling me my bill was overdue, i explained about the re read, they said yes you requested it, but it hasnt been done yet. I wonder how much is paid to the ACT Govt to allow them to operate here.
Been with ActewAGL for 8 years, at first I didn't have any issues but last 2 years had a number of issues, with customer service, being put on hold for ages, accuracy of bills and a couple other matters.
Latest issue I've had which is just one example is I received notice that I was due to renew my energy agreement 5 weeks ago, so I rang up and went through the process over the phone to enter into a new agreement. They mentioned they will send me the document with the details of the agreement (as they've done previously when I entered new a...greements). After a few weeks I hadn't received anything through email or post - I think it's pretty reasonable for me want this information so that I have the usage discounts they quoted over the phone in writing, so I gave them a call. Customer service person said something about issues with their new system, but assured me it was being emailed to me right away (seemed quite eager to end the phone call as soon as she told me that she'd sent the email) - anyway I didn't receive it. I then submitted a request through their online form several days later asking if I could be sent my new agreement - no response. I then rang up last Friday to ask one more time - this time I got a different story that apparently my discounts weren't being applied until Monday and the system only sends out emails as soon as the discounts are applied (didn't sound totally convincing in what he was telling me though). Well, I didn't receive it on Monday as he told me I would, but thankfully I have now received it (on Tuesday). To put it simply, although the employees there have a friendly demeanor when talking to them over the phone, they don't understand how to use their systems properly, and when they don't know how to respond to your query, they just take a guess and hope you don't call back - this is just the latest example of something which you'd think would be a simple task but which I've had to chase up numerous times. I'm thinking of switching energy providers when I move house in a couple months - luckily I'm in NSW and the state government has as of the beginning of 2018 made it so that energy companies can't charge a cancellation fee: https://www.resourcesandenergy.nsw.gov.au/energy-consumers/your-rights
ActewAGL Energy Shop- excellent customer service
My review relates purely to the ActewAGL energy shop in Fyshwick. Over the last year we have purchased and had installed gas water heating, refurbished the gas ducted heating and most recently installed an air conditioning unit. Each time I have been very impressed with the service we have received from the advice we have received in the shop, the guy that came to quote, the installers and the accounts payable team. They are a great team - they know the products, the quotes are competitive, they keep you informed, they turn up on time, they get the job done leaving everything clean and tidy.
Generally reliable. Seems to have improved over the years
Very few problems with gas or electricity connections. Phoning their help desk usually gets things done. I think they only use Australian call centres and I only had one or two difficult dealings, the worst of which were 15+ years ago
ActewAGL sells electricity and gas to consumers
Despite all of the negative reviews we need to remember that ActewAGL sells electricity and gas to consumers (primarily in the ACT). Whilst their billing systems may show issues like overcharging on actual usage, they like any other electricity and gas provider uses estimated billing. Moreover the CEO recently made a public apology on Facebook to customers who’ve suffered the frustration and stress of having to deal with an incorrect gas bill or estimated bill from ActewAGL (refer to https://www.facebook.com/ActewAGL/posts/1318077584942502 )....How many other providers have admitted their concerns in this way? My records indicate that the Bundle discount was removed in approximately March 2015 and within a 6 month period all of the ActewAGL call centre staff knew nothing about what the Bundle discount was meant for. All in all ActewAGL provides a reasonably reliable supply of electricity and gas to consumers.
- ‹ Prev
- Next ›
Questions & Answers
Sorry, there are no questions yet.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.