ActewAGL

Been with them since moving to Canberra in 76, they have got worse over the yeards andf their latest acvcount bill is a joke. I was ion credit but nowhere on the bill dows it show that and they want me to pay more than i already have. Its time they woke up and realised we are the ones paying their wages. Show details

Like all scumbag, profit-hungry utility providers, ACTEWAGL in August 2025 is literally halving its feed-in tariffs from 0.12/0.06 down to 0.085/0.03 cents per kW hour. Time to find another provider. May they rot in hell these thieving money hungry [Content Removed]! Show details

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… Read more

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!

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! Show details

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 Show details

ActewAGL is now committing daylight robbery. I have been their customer for 25 years and I pay all bills, water, gas & electricity via a mastercard direct debit (it used to be a time you got a discount for doing so). ActewAGL recently introduced a .50% processing fee to bill payment via cards. It is actually a .55% markup as they apply a 10% GST… Read more

on top of that.

This comes at a time everyone is struggling with the cost of living and rising prices. While the goverment advocates towards providing relief and the RBA preaching into the wind about making card surcharges (make no mistake this is a surcharge) illegal, privatised utilities are allowed to introduce whatever ponzy scheme will maximise profits. Give relief with one hand and take it back with the other.

Just lead by example and remove this ridiculous processing fee. You do not need to add other fees on top of already high prices to remain profitable.

I have been an ActewAgl customer for about a decade. While I used to be very happy with Actewagl I have recently grown more & more dissatisfied and disspointed. Price hike after price hike, I have solar, live in a new house & have all new appliances with great energy ratings, I have gone from having refunds every qtr to put toward the gas bill to… Read more

having a huge bill, I use a wood heater for heating my home and I am also using a gas stove etc so my electricity usage is quite minimal! Actewagl is just price gouging, putting all thier prices up and lowering the feed in rebate for the solar! I've recently recieved another email about having to switch over to a new plan next month and this is again means another price hike and they'll be paying under half of what they are currently for the solar feed in. It's absoloutly unacceptable. My solar input is always more than what i use in a day so the only option now is to get a battery installed to save myself getting ripped off further.

Provides gas and utilities to your property, but only after substantial and repeated calls with a lack of clarity, expertise, or purpose. 9 times out of 10 you will be connected to someone that will explain very poorly how the system of billing and cancelling works, only for their very words to be proven wrong when the next bill arrives. Moving out of a property and cancelling is like pulling teeth. Go with anybody else at any cost Show details

KNOWING THEY ARE RIPPING U OFF – My mind there was only n and it if hospital for almost 6 months in the time she was out of hospital she had to stayy with my sister yet she was still getting $500+ bills nobody else lives at the address she owns only basics 1 tv, fridge,toaster,kettle, washing machine she didn't have a stove as it was broken so all but the fridge wasn't going in… Read more

this time and the fridge is 4 start engery efficient and only just 2 years old. Her electricity was cut off they wouldn't listen to what we said we let it go I put it on under my name still only her in the house, one bill $400+ dollers than the next bill $200+ than again back up to 500+, than forth bill back down in the $200s she doesn't have a heater or air conditioning,she doesn't have electric blankets she old she actually hates all these things but even than her high bills are near my bills for my family of 5 and I have heaters! When pointing all this out I just kept getting met with the response of well you don't know what costs to run and know care at all that they are ripping a elderly person off! On the bill it states 3 different metre serial number but says menually read when I brought this up it was excuse after excuse and was told if I dispute the bill they will agree with him and we will just be told we rather dont understand or that we don't know what costs what so basically confirmed they know they are ripping them off and they don't care! I would not recommend ANYONE uses this company unless you want to be ripped off! They aren't making mistakes they are aware of their actions and those working for them are being taught how to treat you so that you second guess your self and let it drop by making you feel stupid! This isn't ok at all!!! Something needs to be done

Poor service – I called to inform them with the date of moving out from the property, they still charge me after a week moving out. What is the point of calling them so they can charge a week after plus charging someone to read the meter. I will never use their service again. Show details

Power Outages without proper communication – I am unfortunately with this provider for so-called "reliable supply of electricity"... And yet, despite the fact that we live in a modern information and communication age... yet, this company as well as the main energy provider, Evo-Energy, can not seemingly with respect, communicate effectively to every one on the affected grid. I am… Read more

especially annoyed to find out at 8.15am precisely today, a power outage goes out without any warning, without any communication, to myself or my significant other of this so-called "unplanned outage". Which we both had to jump onto the internet to locate the information.

May be we just live in one of the worst suburbs in the southern part of the ACT, where power blackout outages are frequent some what?

So, is an Email and SMS not cost effective enough to communicate with all of your customers about outages?

WFH with no choice this week, while only able to run on emergency power for 4 to 6 hours as a result.

How about our other appliances? The fridge, the wall heater, the coffee machine, the water filter machine, et cetera.

I don't have the resource to acquire a UPS large enough to cover these items, so in the event that another annoying power outage goes out without any warning, who is liable for this?

It is definitely not us, insurance is one thing, but we didn't cause power blackouts on purpose.

It is these companies that we pay exuberantely for a so-called reliable service.

It should be a mandatory policy for ALL planned and unplanned power outages regardless.

If you can not commit to this basic and simple customer service standard, then I'll take this matter up further with the Energy Ombudsman; because downright this is ridiculous period.

Poor Customer Service and a Better Deal Elsewhere – I needed to get in contact with ActewAGL about my new energy plan. As I couldn't reach them by phone due to connection issues, I sent an email to their media address (this is the only contact email address ActewAGL has) explaining the issue I had. The reply simply referred me to their website to look at their plans or ring them on the 1300 number.… Read more

When I replied that I could not get through on the phone and ask that someone ring me, the media representative didn't even have the courtesy to reply and no-one called. Given this poor customer service I decided to look for another provider through GoSwitch, who found a fare better energy plan for me, As a result of these two factors, spurred by poor customer service, I have now gone with another provider. It seems ActewAGL takes their customers for granted and make it difficult to contact them when one has a problem.

scam scum, – Special Read Fee $40.28 $4.03 $44.31 Special Read Fee $40.28 $4.03 $44.31 This is what happens if you dare to ask them TO DO THERE JOB! How do you get charged twice for one bill? Answer is that they are scamming scum. Show details

Bad service, the only thing they do well is spam your email – Bad service, the only thing they do well is spam your email. Do not go there the service is very bad. But they quite good with spamming your email withw weekly messgaes: "You’re invited to have your say: ActewAGL Brand Survey". Show details

Price rise – Signed up to Actew abt 12mths ago from Origin Energy. Price was much cheaper. However after 12mths have been advised price to rise by abt 50%. This appears to be price gouging. I intend to take this up with the Energy regulator  Show details

Price gouging at its worst – Today I called ACTEWAGL to have my gas removed from my services in my bundle with ACTEWAGL. I initially wanted the gas box removed as we have no gas appliances because we transitioned to solar power and only had the gas Cooktown on the oven. We replaced this hence no need for gas connect/box. I was advised that this would cost $896 to cut the gas… Read more

completely.

So I ended up just say leave the box but disconnect the gas. To this the agent advised that I would have to pay $179 fee today to disconnect the gas. I told the agent that this is just price gouging because we have never had a glass bill higher then $80. In fact the bull of our gas bill was just for connection fee.

In the end he said he will organise a final.read. I honestly do not know how these companies justify charging such high prices for essential services when people are already struggling. Shame ACTEWAGL Shame.

Terrible company. Stay clear – Never signed on with them, just inherited the account unknowingly when I purchased the house. They don't bother reading the meter and will often just hit you with large bills late. Service is bad and they are not helpful at all. Switching suppliers now. Show details

Failed to cancel my electricity account, refused to remove the extra charges – Submitted a request to close my account due to moving house per their online tool and received email confirmation that it was submitted fine. Two months later I was told it 'failed to work' and continued to charge me weeks after I moved out. Said that because it failed to process, no special meter reading was performed and there was nothing they could do - asked me to pay for the next tenant! Ridiculous. Show details

Hopeless – Over the past 4 weeks I have been attempting to change my electricity plan. All I get is computer generated messages but no action. Lodged an official complaint with them but again nothing. The customer service is absolutely atrocious and they should hang their heads in shame. Show details

awful customer service – I phoned the ActewAGL solar number. A recorded voice gave me a menu of options, none relevant to my enquiry. I pressed one of them, and got invited to record a message. This system invited me to leave a message (saying they would get back to me), but cut me off before I'd finished the (quite short) message. Show details

Not very nice customer service! – I wanted to have my payment in 3 instalments. With one income is hard to pay almost $1000 in one go. Because meter is on my husband name, I was unable to done it. Just explained to customer service officers(2), that my husband agreed before with another customer service officer, that I will deal with all payments on his behalf ( 1or 2 years… Read more

ago)when we called regarding the same matter, rude customer service person said, that we talking about today, not what happened 1 or 2 years ago. What a mess they have, they supposed to put my name as well as my husbands as a owners of account, no understanding of people situation! All bills are paid from my account and by my credit cards, so they can check who paid bill. Now I needed to pay my bill full, and nobody cares what I take money to survive from. My bill rises up to 50% compared last year the same time. Not happy customer.

Life support rebate they don't care and blame Australia post – I have had a life support machine for about 15years now and a account with ActewAGL as far back as I can remember well I received a letter from Actewagl 10/12/21 asking for proof that have Life support, I took this to My doctor to fill in and have him sign it then I posted it back to them thinking all was good well after all this time I just… Read more

happened to check my account and was shocked to not see a rebate not on my account after my call to them they state it was cancelled on the 17/1/22 . if I need to cancel I there is a form too fill in why didn't they call or email or send a letter. they can do what they like with us price wise treat us like dirt but with out consumers they are nothing. I am now looking to change suppliers for both Gas and Electricity.

Unlawful misconduct! ActewAGL are a disgraceful and incompetent provider who are incompetent thieves – My husband and I were recently charged $636 for gas per month when a competitor can lock us in for $986 for 12 months tomorrow. We asked friends/connections within the same area all of who pay between 200-300 per month (some of these are a family of 4). We called customer service who denied this bill could be incorrect, that the meter had just… Read more

been replaced and there's no chance it could be faulty. We are a 2 person household who do not work from home and have not been using the gas heating given it's summer, how could we have used this much gas? We escalated the case to the supposed 'top' person who was equally incompetent. Could not answer why our bill varied so much from previous years and how there could be such a difference between ours and other households with almost a mirror property - year and how the gas is used water/heating. There is no further point of escalation, only an internal case manager who will review the conversation and records.

We have been loyal customers who pay our bill on time and would have been happy to stay with ActewAGL. Instead, we will be telling everyone within our network our story and cutting ties from them immediately. Do not use ActewAGL. If it were worth our while we would be taking legal action.

Money grabbing rip off – Disconnected my power & gas 15th November, advising Actewagl of such in an email. 2 weeks later my bank account is deducted via even pay, so I queried it. I was told because I didn't actually state to close my account, just disconnect because I'm changing providers, I still have to pay. WTH!! surely an email stating Im changing suppliers is a fair… Read more

guess u had lost my business ACTEWAGL. Absolutely disgraceful. Guys, use any provider other than these guys, even if it costs a few $$ more. They are nothing but money grabbers

A Rip Off - moving to Origin – Connected to ActewAGL gas, received a very high bill from April June, made a concious effort to reduce gas usage by 400 hours over the next cycle and received a much higher bill? Now, I asked if there was a mistake (as I knew already) and the nice lady offered to have my meter read , for a charge of course.....now I'm moving to Origin Show details

Terrible company with attrocious customer service – ActewAGL (Retail) and EvoEnergy (Supplier) are in a joint partnership to provide gas and electricity to Canberra. If you want to be a customer of a partnership who's approach to customer service sounds something like pluck you, then you definately want to sign up to one of their plans. While trying to resolve a gas complaint which resulted in a… Read more

very high bill, I have been presented with legislation which doesnt apply and a firm committment to ignoring this fact.

They seem very happy to engage their inhouse legal team who seem to enjoy making the process of a customer getting a fair go as difficult as possible.

Well off we go to ACAT

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! Show details

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. Show details

Worst experience – 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 Show details

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. Show details