Protecting the vulnerable
Power maintenance 8:30 - 3:30 pm you have got to be kidding with what is going on around us COVID19, lockdown and it's winter way to go leaving the vulnerable with no power. Absolutely disgusting surely something else could off been done? Or is thinking outside the box not your forte.
They have no idea how to handle customer enquiries, absolutely appauling service tonight.
Today.. Power goes out at approx 11.30am, estimated time was to be restored by 1pm. I made a phone call to confirm this and was given this answer.
1.30pm power still wasn't on, left home and returned at 8.30pm, power was still not on, I called again and spoke to a gentleman who asked me to check my power meter, I said I had, he asked is the switch on, at this point I was pretty frustrated as obviously my area has an outage, don't be so lazy by trying to quickly pass the buck, anyway he told me the power should be back on within the hour, so by...9.30pm I was assuming it would be on, my home is all hard floors, very little insulation and was becoming freezing. 11am I woke shivering, I phoned up to see if there was any further update as so far every time I'd called I was getting a different answer, this time a woman answered and politely told me the updated time was now 3.30am, but there were 10 homes that wouldn't have power until the following day, well there was only 12 homes effected so the odds were seemingly looking like I could be one of the 10 homes effected.. However I was not notified of this, and she ensured me that all homes had been notified, well no I wasn't so you would assume you were not in that list. Anyway I wanted to investigate further as I have an auto immune disease which effects my lungs, obviously it's a concern to me being exposed to cold temperatures over night. My house had an inside temp of 7 Celsius, so I really needed to know what was going on, I called back and this time a man answered, who from word go couldn't be bothered dealing with me, he said "I noticed you spoke to my colleague, what did she tell you" I said well that's irrelevant because the question I'm asking you isn't in relation to my discussion with your colleague. So I asked the man who answered do they have a list of the houses that will be effected until tomorrow, he said of course not, their priority lies with the keeping the public safe and out of harms way, well if they have time to go knocking on doors, they have time to relay that information back to ausnet so they can inform the effected houses with more accuracy, not knowing is not good enough, we live in a world where power is essential. When I explained my concerns to the gentleman regarding my health, he advised me to go to the hospital, a complete insult to my intelligence, why would I go to the hospital emergency department just because I have health concerns in relation to being exposed to cold air, he was dismissive and highly unprofessional and clearly doesn't have any idea how to treat a concerned customer. I was appauled and shocked with the level of service or lack there of that I received tonight. Disgusting. Turns out the updated time was now 5.30am, or 8.30am, changed from one hour to almost 24 hours. No apologies, just argumentative and unprofessional. Ausnet you need to pick up your act, and have better communication during outages, these are people's lively hood, their health and well-being. You're providing an essential service and you must act in accordance that aligns yourself with your business.
Scam net services
Got solar panels installed and Ausnet forced me to change tariffs to peak and off peak. Called my retailer who said they cant do anything as ausnet sets it. Called ausnet who said "my solar panels won't work if I change to a flat rate tariff". Honestly they have no education at all as a tariff is a charge for electricity and has nothing to do with how solar panels work and feeding the system. Ausnet saying no way they can change when i have friends and my parents with solar panels with ausnet on a flat rate charge. The flat out lie to me. I have made a complaint to the ombudsman, let's see how to goes. Also to add, the electricity industry act section 23c states they can not exclude tariffs to customers with solar.
Horrible and unbelievable
3 new units gas meter installation. Ausnet visited and refused to install, due to bollards not galvanised and extra bollards needed to be installed. In fact the bollards had been galvanised and painted over. In terms of extra bollards, there were no space for this. The worst was the fact that you can not talk to anyone form Ausnet to specify, ow to put extra bollards. You have to talk to Origin (in my case) who has no idea what to do. It taken me 2 week being ping poned between two companies, till I threatened to sue them. Eventually, they installed gas meters, without me doing any upgrades, but it was quite stressful and humiliating experience.
Unacceptable number of planned outages
We have been notified of 5 outages between Wednesday 25th September and Tuesday 22 October and find this completely unacceptable - disrupting both our private and business lives. Why are these outages necessary? We have our suspicions but nobody is letting on.
I have just had solar put in and called my electricity company to ask about rates. My supply charge has increased by 14c per day and the cost of electricity has increased by 9c per kw . I was told that ausnet are the only company that increases the day rate and also puts you onto peak and off peak rates. I was never told by any of the providers about the price increases when I called to ask about tariffs and I did ask about solar feed in.I wish we could choose our own suppliers and this would stop this price gouging. I also thought the governm...ent was going to stop this practice once and for all. Give from one hand and take from the other. Is the government really serious about climate change or not because if I had me chance again I probably wouldn’t have installed solar?
Literally every ETA given to us by AusNet has been a lie
My wife and I have been (reluctant) Ausnet customers for years, both in Upwey and more recently in Belgrave.
I understand that unexpected failures are a fact of life (I've worked for a cleantech startup in the past, so I know the industry quite well). I also understand that scheduled maintenance is necessary - and in fact, I wish there were more of it :)
But every single time AusNet has given us an ETA for restoration of power, it's been wrong. Doesn't matter whether it's been due to a car hitting a pole, unexpected storms, or even schedule...d maintenance - their estimates have been way too optimistic. We've gotten to the point where we simply plan for extended outages despite estimates to the contrary, even in the case of routine scheduled maintenance. We were left with three children (including a newborn) in a house without power once due to an AusNet 'ETA' proving wildly wrong, and vowed never to make that mistake again. Sure enough, this evening: "Power will be back by 16:30". Come 17:35 ... "Power might be back by 19:00, but we don't know". Good thing we've already planned a takeaway dinner ...
Ausnet owns the gas infrastructure outside my house. My neighbor damaged some pipelines while building his front fence and Ausnet, in all their wisdom, sent the debt collectors after me. I had never heard of Ausnet before so when a text message came from a third party debt recovery group, I thought it was a scam. I ignored it until the bills kept coming along with the threats of legal action.
I rang Ausnet and their incompetent staff told me they didn't know why I would be receiving a bill so once again I ignored the bill...The bills kept com...ing. On my second call to Ausnet their accounts department actually bothered to search my name and this time they inform me that I owe them for damage done when I built my fence. I explain that my Neighbor built a fence. The guy told me he would look into it. But the bills kept coming. I had several more frustrating conversations with Ausnet service and support. They would bounce me around from department to department, hang up on me, make promises to look into the matter, promise to get back to me, email me updates etc... But they did not follow through with any of that and the debts collectors kept hounding me with texts and bills.. So I sent an email to Ausnet with the terms ACCC Ombudsmen in the title and finally they respond. (funny how that works) They still have not acknowledged their mistake but I suspect that will come in five months time...maybe
Don't invest in Solar Panels if you are in the Ausnet Network
For those of you considering installing Solar Panels and your supplier is Ausnet I would not recommend it. They force you onto a Time of Use Tarriff. My KW price went up from 36c per KW to 50c per KW which equals approx. a 40% increase in my peak hour power price. I asked them for an explanation and here is their response...
"The energy consumed by solar customers, particularly during traditional daytime peak pricing times, is less than that consumed by an equivalent customer without a solar installation, therefore it is necessary for AusNet ...Services to set the peak rate for solar customers marginally higher than for non-solar customers to ensure that an appropriate share of costs is recovered from these customers. therefore it is necessary to set a peak rate for solar customers". With all the talk about Victorian State Government rebates, I would encourage you to keep your money in your pocket and you'll will still be ahead. Solar just does not stack-up for Ausnet Customers!
We have the power off at least every couple of weeks just long enough for everything to need resetting, now there's an outage scheduled for a whole Sunday in the middle of winter. On top of all of that they are the most expensive provider in Vic. Love the slogan 'Disruption to your power supply shouldn't mean disruption to you day'.....
3 phases of frustration
4 weeks of partial power outage. Poor customer service VERY poor communication had to call to find out if they had been or not one week in. Turns out they replaced a fuse but failed to rectify problem... No idea if they have been back but still in the dark and hungry for a hot dinner
The worse services and distributor ever...
Gas line connection for new unit. Treating customer service like kids. No respect for urgency matter. Keep broken promises and Delayed the delayed the job more than 3 months. Joking around with the guests and knowing that we need their company but they don't need us. One Star because been forced to or else -ve star.
You guys have ruined Christmas.
After having a fantastic Christmas eve and day. I wanted to spend my night enjoying a fantastic christmas movie, and the power goes out. Normally I wouldn't be this upset, but they closed off my power less than a week ago for a full day to do maintenance and on the most important day of the year, they couldnt even keep the lights on. You should be ashamed.
Put the frigging cables underground!!!!!!!
Lived in the Basin for 2.5yrs. Power off every second week if not every week. Frequently off longer than stated planned or unplanned. Put the supply underground if you can't keep the animals & trees off it. I have electrical cooking appliances & can't afford to change to gas or get take away everytime the power goes off. And they should put it underground at their expense. Don't want to pay my bills & want off the grid!!!!
Disconnected power on Friday afternoon with no phone call
Disconnected power on Friday afternoon without telling me and now have to call electrician on a Friday night to reconnect power, but not there fault... terrible customer service and even their complaints department was rude and arrogant
Questions & Answers
Ausnet, when your plumbers come out to a property due to a gas leak, what testing do they undertake? Detergent test or Pressure test?
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