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Arc Energy Group

Arc Energy Group

2.6 from 10 reviews

Great service

I have dealt with a number of energy retailers and Arc Energy Group is by far the most competitive and helpful. Other companies might tell you their rate is lower but do your research like I did and you might be surprised. Also found customer support to be helpful and very informative. Keep it up!

Customer Service
Rates and Fees
1 comment
Hi Jenny, Thank you for taking the time to share your feedback. We're so happy to hear you are enjoying the benefits and the saving with Arc Energy Group. Please don't ever hesitate to reach out to us if there's anything we can do to help down the track. Kind regards, Arc Energy Group Customer Care Team

Avoid arc energy

Avoid arc energy if you can. They are only interested in taking your money and do not give a damn about customers. I called and e-mailed of wrong invoices but they just ignore me.

1 comment
Hi Hoo, I'm really sorry to hear that your concerns haven't been resolved over the platforms you've attempted to interact with. This is certainly not the kind of experience we want our customers to have. We'd like to investigate this further for you. If you'd like to send us a pm with your account and contact details, we can have a look to see what has happened. Kind regards, Arc Energy Group Customer Care Team

So expensive

The last unit was on the same street a few blocks up and the bill was $120 a month. Now with embedded arc energy its almost $300 a month!!! This unit is half the size and i dont even have a clothes dryer. I was using a clothes dryer every second day in the old unit. Something is wrong and i will have to move because this is killing me

Hi there Suzi, It sounds like you've been put in quite a frustrating position here. Our customers mean a lot to us, and when they have a bad experience in any form, we take it very seriously. In saying that, we'd like the opportunity to investigate this further and answer any questions you have. Please feel free to contact our call centre on 1300 025 965 or simply PM with your details and we'll have a support manager contact you. Kind regards, Arc Energy Group Customer Care TeamThankyou for your response. I will be contacting you shortly. Suzi

Personalised service, competitive prices

This is my first experience with embedded networks and so far so good! Easy and quick set up, reasonable prices, good customer service.

1 comment
Hi Adara, Thank you for taking the time to share your feedback! We love hearing from our happy customers. Our aim is to provide competitive prices and great customer service so we're glad to hear you are receiving this. Please don't ever hesitate to reach out to us if there's anything we can do to help down the track. Kind regards, Arc Energy Group Customer Care Team

Not the worst, helpful!

Ive always been with momentum and their call centre seems to be under the pump constantly! i am on hold for forever after trying to be 'helped' by a voice recording. The arc call centre is quick and easy and i speak to a human.

1 comment
Hi there, Thank you for this great feedback! It's fantastic to hear that you've been well looked after by our customer service team. Thank you for being a customer! Kind regards, Arc Energy Group Customer Care Team

Monopoly service

Living in building where you can only connect arc energy and send me a bill of $200 in 13 days where I paid only max 300 in a 3 month where I used to live before. Really unhappy and you must have to pay a bill once in month and you don’t have any option to go with another provider sucks ☹️

Extremely unprofessional

To start with the customer care does not reply on time. They seem like a 2-4 people office with not knowing who is doing what.

No internal communication at all and do not obey what they promise to send the details.

Invoicing is all over the place.

What a rip - off!

We moved into a building which is part of embedded network and ARC Energy being a provider and now paying double what we paid for energy before. ARC says you are welcome to go with another provided but another providers don't want to know as they are not interested dealing with anyone who lives in a property part of embedded network. So basically, you can't choose the service provider and have to put up with being ripped off until you just move out. According to Arc, they offer competitive rates and energy prices should be lower but hey...we've just received a bill which is the double of what we paid with our previous energy provider and our energy usage is the same. They also bill you when ever anyone remembers to issue invoices. First two moths got paid billed monthly, third bill came a month and half later and fourth bill a week after the third bill.

A company that understands

I think this may have been a one off fee for both hot water and power activation. I have had a good experience and was pleased with the rates and quick response, they literally answered my call within 1 minute. I believe the call centre is located in Victoria. I compared the rates to the big 3 and Arc Energy

January 22nd 2019 Update: Just call them and voice what your concerns are, they will assist you, I promise!

Easy and reliable.

Ask for Fred or Luke if you feel a representative is not giving you the support you need.

1 comment
Hey hoo, good luck finding a better rate with the big 3 retailers

Makes you pay for the previous customer's unpaid services

They made me pay a fee that should have been charged to their previous customer.

I had recently bought an apartment with Arc Energy embedded network electricity supply. I bought the apartment off the market (not off the plan) from the developer months after it had been on the market. Electricity from Arc Energy had been supplied and established for the developer during their ownership for at least 3 months prior to my settlement. Nevertheless Arc Energy did not charge or invoice the developer for this service - which would involve the usage and establishment fee etc.

Instead when I moved in they charged me the establishment fee instead even after acknowledging that it should have been invoiced and paid by the previous owner (the developer) otherwise they would have to absorb the costs which is unacceptable. Isn't it their own fault for not invoicing the previous owner? Why do I have to pay for their mistake? The problem is, if I had refused to pay they would cut off my electricity so it's a lose-lose situation for me with them completely knowing that.

On the up side their usage costs appear to be average, similar to that of its competitors. (although they do claim that they are cheaper I have not found that to be the case). Their electricity supply appears to be consistent, i have not had any blackouts...yet (I do live in metropolitan Sydney though). They have been quick to respond to communication and speak clear English which is a major plus as well. They do offer a discount if you pay on time of 20% for usage only.

Questions & Answers

I’m gonna move to an apartment which has Arc Energy embedded network electricity supply as well, do you recommend me to stay with them or move to different supplier? Thanks.
3 answers
Dear Arc Energy customers (and potential customers!). Our aim is to provide 100% customer satisfaction. If you believe that your rates should be cheaper or customer service has not been responsive, please contact our Melbourne based call centre on 1300 025 965. If you’re not happy, we’re not happy! We ask that you please give us a call so that we can sort out any issues. There are no wait times! You do have a choice when it comes to choosing a preferred retailer. Recent reforms have made it easier to opt out of embedded networks if you wish to do so. If you have purchased an apartment set up with an embedded network and have attempted to call a retailer only for them to then say “we can’t help you” (after 35 minutes on hold), it’s more than likely that the operator was from an offshore call centre and not trained in the process. Please feel free to call our Australian based call centre for assistance, and ask to speak with the manager, and let us assist you!! ARC ENERGY MANAGEMENTI have recived $700 bill in 3 months where I used to pay max 350 in a 3 montharc energy=scammers

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