Completely stuffed up my move
I have been dealing with stuff up after stuff up with ACTEWAGL for what was supposed to be a straightforward move. The initial person got the dates wrong in the computer and it's snow-balled from there. I am absolutely appalled at their lack of attention to details. Even put two move out meter charges on the wrong bill. Don't go through this company!
very unprofessional organisation
Very unprofessional response from this organisation. Wasted more than 1 and half hour on 3 different location to contact them but they used COVID 19 as an excuse and never picked up the phone. During this pandemic time I never have any issues in contacting other organisation.
Then I changed the credit card detail online but old credit card was used for the payments.
Always been Fantastic
Have been with Actew AGL for many years after being offered the promo of % off usage for electricity and gas. Moved home last year and they disconnected and reconnected 'perfectly' (I wasn't charged for two homes or left without power in the new home) I pay my account by fortnightly direct debits which are always spot on (never overcharged or taken out early) A few months ago I did not have enough money in my account due to work changes caused by the COVID pandemic. I explained this to Actew and they took it in stride, no problems and no late ...fees etc (just skipped that payment for me) I have always found customer service to be fantastic, especially the lady I spoke to when I moved house. She went beyond anything I ever expected, checking things out for me and calling me back (several times) so I didn't have to wait on the phone. I'm a very happy customer!
I got 750$ bill for my 1 bedroom apartment. The bill is not clear and there is no proper meter reading. Customer service is also poor. My current bill was double that of previous bill
Excessively high charge and rude customer service
The bill is excessively high. I called the customer service but didn't get clarification. There is no transparency on the meter accuracy. This is a terrible experience. Basically I was forced to pay an excessively high bill which is clearly problematic. I definitely don't recommend ActewAGL.
Was offered 20% off my electricity and gas in may 2019, i never got that discount. Actew excuse was that one of my bills was 1 day late. I will be changing providers
Very misleading information coupled with false claims! Stay away.
I have to say Actewagl is the worst energy provider I ever dealt with. False promises, terrible customer service very high energy prices that cannot be explained really.
Never trust them.
For months I've been trying to get actewagl to correct my bills as they keep estimating instead of actually reading the meter. I have currently been overcharged approximately $400 as well as reading fees for readings that havent been conducted properly. Hold times are unnacceptably long and no responsibility is taken by the business. Do not use actewagl if at all possible.
They destrouyed my life
I received a bill for a Winter period in 2017 for over $2000
I was alone most of the time in a three bedroom house and worked two jobs including one that required me to stay for night shifts elsewhere three nights per week.
I now have a five bedroom house (3 kids fulltime) and at one point two boarders. For the comparable winter of 2018 my bill with origin for gas was ($120) ACTEWAGL changed the bill several times- sent me letters syaing i'd been billed too much, then too little. I couldn't have received a bill like that. I twas simply impo...
2 hour Call and still clueless
I have a current gas and electricity account with actewagl and noticed that I have been issued 4 estimated gas bills over the last year. When I called, I was put on long holds, customer service officers didn't know what they were talking about and were not willing to give me a written statement of our conversation. Told me my meter was faulty, but didn't explain why someone didn't come to fix it. Told it it was my responsibility to check, but the energy ombudsman says otherwise. Highlight is that it has been 3 years since our gas meter was read.... That is, three years that we've been receiving estimated bills for this address. And nobody from ActewAGL realised that the meter was faulty. My other concern is that ActewAGL requires you to notify them a couple days before you vacate the property and disconnect your connection so they can send a meter reader over to your property for a final meter read. I wonder why this did not take place when previous energy account holders terminated their connection during this period.
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...
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|Category||Energy Providers, Solar Panel Installers and Solar Retailers|
|Services Provided||Electricity, Gas and Solar Feed-In Tariffs|
|Solar Connection Type||Grid-Connected|
|Services Provided||Electricity Retailer, Installer and Solar Product Retailer|
|Clean Energy Council Member||Yes|
|Solar Connection Type||Grid-Connected|
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