Australian Power & Gas

Appalling – Absolutely terrible service. Unbelievable failure to communicate between APG (who are the retailer, of course) and anyone else involved (e.g. supplier, maintenance). Basically completely failed to do their job and provide any sort of a service to us. We were without gas for several weeks at one point and getting that sorted out was a nightmare. Terrible coordination and service.

Worst company i have ever had to deal with – After a salesman knocks on my door promising me a lower discount and mentioning a contract of only 2 years I sign up. My first bill was an average $400, 2nd bill was around the same, 3rd and every bill after that has been between $700-$900 for the same amount of usage... How does that work? Anyway, after questioning them they say that power prices… Read more

have gone up... That much? Well being that I am not clear on the way it all works I just go with it....

Until last week, I receive a bill issued 14.3.2014 saying I owe $179.97 on the same day I receive a bill issued on the 15.3.2014 saying $179.97 overdue and $403.99 new charges (totaling $583.96) I ring the company and ask how this happened and what bill is correct, she informs me there was a glitch and that I have to ignore the overdue amount and only pay the $403.99 and she will issue a new bill.

Well, now a new bill has come in saying I owe $732.91, Where on earth that number came from I have no idea.... I ring the company and explain what was discussed the previous conversation and the lady informs me that she has pulled up the recent conversation which states I have agreed to paying this amount... I inform the lady that what she was reading out to me was never discussed with me to which she called me a liar.... When my frustrations got the better of me and I started to inform her how she would be upset if this was her on the phone she tells me she is going to hang up on me....

Well, I am now in a new service provider and strongly suggest nobody ever deals with them... Oh and I forgot to mention when I asked about leaving the provider she informs me I cannot leave without paying a fee as my contract was 3 years not 2... Stupid me for not fully reading the paperwork and stupidly agreeing to his verbal as opposed to what I was signing, I wont ever do that again.

And I dislike that I had to give them 1 star, none would have been more appropriate.

Poor customer service, confusing bills both timing and totals, amount suddenly rises without any reasoning.

Never sign up with Australian Power & Gas, let's sue it! – Very very bad service. They guarantee they provide a discount if you pay the bills on time, then send bills to you after due date. The bills have no detailed period, no usages, no prices, no calculations, but an overdue amount and a warning. When they send bills to you by email, they will not call your name, will not attach your bills, will… Read more

not type in any words, all you can see is a image, you must click into their website from the image and view your bill. They throw their work to you, and increase their website's click rate.

Last bill I received from them was $422.84 for Gas, $322.82 for Electricity, we live in a two bedroom apartment with no use of air condition, and only one people live in the apartment for a month during the quarter.

No respect to consumers, they are scramers

Good and reliable service – Haven't had any issues with the company whatsoever. I moved two houses with the company, always had good experience and the services were connected fast. Had about 5 phone conversations and every time the customer service was good. In particular, I liked how they organised my transfer from one house to another. Had probably one issue when they… Read more

promised free of charge connection to Telstra in the new place but then Telstra charged me connection fee (about 300 bucks). I complained to Telstra about it and they reversed the fee fine. Not sure if the company is cheap though... I am looking for a cheaper option now. Ah, yeah, I am using electricy and gas package. On one occasion, we had to call the company to help us out with gas connection to the house.. the contractor came within 2 hrs and didn't charge a cent. Now, that was awesome! Customer service, overall package Not the cheapest

Angry customer turned into happy customers – At first apg has stuffed up my connection twice on the same day. But then called up at 6:59 and spoken to [name removed] from move home team. Call dropped out and i thought she hung up on me. But then i get a call from her. I was angry at first but then i calmed down because she called back, she solved everything. She then said her supervisor… Read more ·  1

[name removed] will call me back the next day to make sure i did get connected. Got home recieved two miss, call from [name removed] advising about my power. I will like to thank [name removed] and [name removed] from the move home team. These two ladies should be recongised in your company. Im happy to be with apg after dealing with these two ladies. Thank you ladies Good customer service

Customer Service – Called APG to find out about ongoing deals and informed them of some that were available (i did my research) to see if they were able to beat the best offer. I had a lovely man who assisted me during my inquiries, however APG was unable to match the best offer that i had found. I informed APG that i wished to cancel my electricity next week in… Read more ·  1

that case and was very happy that i was promptly transferred to the 'moving' department. During this time, the man that i spoke to was still very friendly and was not forceful about other offers. When i was transferred, i was speaking to a man named [name removed] (moving department), who was also very friendly and put my cancellation in very quickly. When i asked for his name again, he gave it without hesitation and gave me a reference number just in case.

This isn't my first move and the last time i moved and stayed with APG, they were also very efficient and friendly. Never had a problem calling u customer service and best of all, i can understand what the customer service team is talking about.

It's a shame that APG couldn't match or beat the price because i would've been very satisfied to stay as their customer. Maybe i will be again sometime in the future. Friendly and efficient competitive pricing

Appalling service! – I have been with APG for several years and have always paid my bills on time - averaging $300 per quarter. Last November I received a bill for $2500!! According to the bill I used 9000 kilowatt hours in one month which was quite ridiculous. I live alone, am a pensioner and my cooking, heating and hot water are all gas! I disputed this and was told… Read more

it would be investigated - this went on for several months and many phone calls until last week I was informed that the charge was correct and if I didn't pay it my service would be disconnected! I have contacted the energy ombudsman regarding this matter.

AG&P Avoid at costs – One hour & twenty minutes of listening to apologies at how busy they are (3 x phone calls) and still I cannot get through to phone help. They consistently drops your call after 25 minutes waiting. They have billed me for the electricity I produce (3kw solar) as far as I can make out. This is headed to ombudsman.

The worst utilities company – Transferred my account to them, was guaranteed lower fees, no fees or cancellation. Bills were outrageously expensive and charged me $80 on cancellation. All call operators are hopeless. I waited half an hour to speak with someone, when finally I was in a conversation and the phone cut out, thinking they would call me back, I waited 5 minutes… Read more

before calling them back. A lady answered the phone asking if I would like to hold for the 40 minutes wait time, I explained that the phone had cut out a few minutes prior and she said I'd have to wait the 40 minutes like everyone else. Disgraceful.

Expensive, Useless

Must read before preceeding. Beware!!! – After guaranteeing me lower prices I signed up. 1st bill $260 2nd $380. Fitted 16 panels of solar and turned on. 3rd bill $1065. After 9mths of lies and threats from APG, my Solar company (after one hour) gave me the reason for the huge bill. 1. my meter ran backwards but somehow I was charged. 2. my meter was not reset when I moved in. 3. the… Read more

Solar power I was putting back into the grid I was being Charged For.

4. on the bill I had been charged 3 times for off peak and peak usage. AND

5. I was Oover charged 565kwh.

It wasn't till I threatened to subpoena the 5 ombudsman I had been hand balled around and take APG to court to explain, that they folded. But still refused to put on paper where or why they tried to screw me. One mistake OK. But 5 ? Stay away and tell your friends

Completely incompetent and unprofessional – I moved into a new property and we paid the bills when they arrived. Upon closer inspection, the previous tenants where behind in their utility payments and so we were overcharged on our bill! I asked politely for a refund and after 12 months of them saying they would do so, nothing has happened. I am out of pocked a few hundred. I don't care… Read more

about the cash, more the principal. Constant lies whenever i was on the phone and now they have stopped replying to my emails... I've raised this with the ombudsmen. Do not use their "service"...

Where do I start...

Worst experience ever – Signed up 2nd property with lumo, worst company ever dealt with, they signed up neighbours. after at least 50 plus calls worked out problem than person who i was dealing with left company, then bills stopped for 1st oroperty and still nothing for 2nd, went to obudsman and we have been left with huge bill due to their incompentcy never have i dealt with an unprofeesional company such as this, telstra bad but lumo 20 times worse

Worst company every dealt with. Dreadful, not worthy of even one star – We moved into a new property yesterday and was told by the above company that our power would be on sometime between 7am and 7pm. 7pm came, no power of course....we called them up and they tell us that they couldn't connect because the mains were left on by the previous tenant....So in other words they came right up to our door and rather than… Read more

knock to ask if we could switch the mains off, the chose to leave us in the dark without power.

I have a wife and toddler at home today with no power, no hot water and no heating and Aus Power and Gas are still refusing to commit to a time when we will have power.

The sheer lack of humanity of a Aus Power and Gas knowing that they'd be leaving a family without power rather than knock on their door is just unbelievable.

Then the next day they wanted a further $200 from us for a "fast connect"

Absolutely dreadful - Stay away! Read other reviews!! The absolute worst company in Australia.

Contacted Leaving them Rude, arrogant, inhumane, liars, expensive, bad service

They take, give back then try to take again – Signed up with APG a few years back after a door-knocker in 2010 convinced me the 5% off the total bill was the best deal around. Last year I didn't receive the August 2013 qtly bill and assumed they had switched to 6 mthly accounts, In early November I rang them out of curiosity and was told that they forgot to read my meter which is why I didn't… Read more

get a bill, but that Id receive a double bill in Nov 2013 with an extended grace period to obtain the 5% discount. Late November 2013 and still no bill so I call again and was told I have been overcharged since commencing with APG and that a full recalculation and adjustment is being done to all my bills. The reason for this is because they never included a 'shoulder charge' rate with our new digital meter. Long story short, I was to be in credit some good dollars and that the August bill would be waived.

Was very happy with this. Soon a detailed and confusing account turns up with $1443 credit based on an 18 mth period of recalculations, November then gets charged (and automatically paid) and I'm left with $663 credit towards the Feb 2014 bill not yet due. Too easy I thought, but why wasn't the calculation done back to 2010 - I let it go and just enjoyed the nice credit.

Then today 31/1/14 I receive a new account from APG which says I owe $1533 for the 21 month period I was supposed to have been overcharged for...This contradicts the earlier account (ie the $1443 credit) especially when every account has been paid on time, August was waived (yes, I have the reference number pertaining to that conversation!) and November was paid for by the credit balance on my account.

Are you confused yet - well I was! Rang APG today for an answer and' Elle' the Supo gets on the line after some work experience girl couldn't handle my distress. Oh, she says, I can see the account is right and that is what you are owing'. Nothing I said could convince her that APG have to honour their previous calls, conversations and statements. I said I'm not paying the amount as a court of law will refer to previous correspondence and evidence and clearly rule in my favour. Anyway, Elle is getting the amount recalculated but she 'feels' it will be the same.

Conclusion: While speaking to a energy-search company (shortly after I left Elle) re switching providers (which I am doing right now) the girl on the phone told me she had had 3 identical overcharging complaints with APG this morning. And all concerned this 'shoulder charge thing and the digital meters. Great to see I am not alone with this dispute. I was initially given great news re credits on my energy account following being overcharged. Now they've renigged on the credits and are trying to make me pay what is legally my money.

Avoid at all cost! – Charged me an inappropriate cancellation fee after my 3 year contract had expired. Despite long waits and ineffective responses, the matter is still unresolved. No responsibility or accountability taken by Australian Power and Gas. Zero customer value or loyalty. There are many better alternatives out there. This company will screw you! expensive, inflexible, bad customer service, zero loyalty and false information

Avoid!!!!! – Received $750 bill for 3 months of service, followed by another $650 bill for 2 months of service, we set up a payment plan for the second bill and were making all payments as arranged, then they "accidentally" sent the bill to a collection agency, phone call after phone call we were told they would fix with the collection agency, never happened… Read more

still are receiving letters and calls from the collection agency even though the bill is completely paid off with APG. APG has repeatedly told us they will let the collection agency know it was sent in error, but the collection agency keeps saying APG has never contacted them. Ridiculous customer service!!! How many times do you need to call these people to get something simple done?????!!!

Expensive, horrible customer customer service

A total waste of time – Where do I start?! To cut a very long story short - repeated calls, repeated explanations to numerous customer service agents and hours wasted on the phone- I rang APG a few days before my bills were due to have a concession rate applied. This was 14 Nov 2013. After many calls and repeated explanations, I finally received an email on Dec 16 with… Read more

my bills... which were still not updated. My advise is to avoid APG at all costs! Besides providing totally ineffective customer service and wasting our time, these practices reflect very poorly on their ability to manage a business successfully!

Billing System is in a mess!!!! – We had just paid our bill fro 27Jul to 23 Oct 13, $946.59-after 5% discount, and received another bill for 24Oct to 06 Nov , $ 638.84. (we had disconnected on 06Nov). Emailed to Customer Service asked explanation, got the answer the $600 is not only for the last two weeks, but also for previous months due to the data received late. And amended the… Read more

bill from $638.84 to $630.52.

We had been with AP & G for more than 2 years, moved to Origin in Mar13, then thought the Origin' s rates are a bit higher, contacted AP& G and was promised the same rate as before and reconnected to them in Apr13. With the thinking, the rate would be the same, we didn't pay much attention to the letter from AP& G advised the rates. Since the bills we received are nearly double the amounts compare to before, we checked the rate, and found out, even we are on the same plan as before, since reconnected to AP & G, the rates they charge are much higher than before, and also much higher than Origin.

Emailed AG&P again, they reply cannot find the notes that rates would be the same as before. Refuse to change the bill. Emailed them again on 10 Dec, haven't received any answer till now. We fell we been fooled by AP&G. Not recommend it at all!!!

Worst company ever, billing people without consent – I have moved house a few months ago and received and letter from australia power and gas (apg) addressed "to the occupier" telling me i owed them money. I am currently with origin and have been for years, so i called them and they told me to ignor the letters as it is not addressed to me. I even did the good thing and rang origin 2-3 weeks before… Read more

i moved to organise a transfer of accounts to the new property. This has then started the biggest headache in my life and has taken months to sort out, despite it not being my fault...

Over time apg have continued to bill me despite me not having given them consent, i even called them and gave them the account number on the bill (without giving any of my personal details) and told them to stop sending bills as i am not going to pay a company i have not signed up for.

I have been told by my company (origin) that i am in no way legally obliged to pay these bills as they are not addressed to me and have been told this by several people in the company. I have already had the billing rights transfers back to origin however it took months, if anyone is have these same troubles then you need to be persistant and get your company that you have signed with to get the billing rights back. Remember a signed contract goes two ways, your elected company is obliged to their part as much as you are required to pay your bills to them otherwise what are you paying them for?

I will not let origin off easy here either as it was there fault that the billing rights were not transfered and thus making me go out of my way for months, but this company should not then keep billing to the occupier, a complant was raised with the ombudsmon for both companies on this issue.

The fact that this is allowed is a joke, how this campany is still in buisness is a joke, its had over 250 terrible reviews on this site alone. From all the reviews on every website on the topic "to the occupier" it has been apg 95% of the time claiming money from people who have not signed up with them. If this is a legally allowed practice why is it mainly apg trying to sqeeze blood from a stone?

To help end this i even have informed my company origin that i am happy to pay the bill if they paid apg and i then paid origin with my customer discounts that i am entitled to seeing how it was their fault the billing rights were not transfered. However this apparently is not a option with electricity companies as they dont think they are liable, which goes back to my previous statement of contracts going two ways. At no stage was i trying to get free utilities!!!

Anyway long story short, the bills have amounted in about 4 months to $430ish which is a little high as our average bill is $230 per quarter.... The part that infuriated me the most from apg was when i called many months ago to sort this out the person on the phone would not send me to anyone who can help until i gave them all my personal information and my address (which they should aready have seeing their sending me bills....).

In the end i believe that a person is liable for the power they are using, but the company a customer has signed up to should be also just a liable for any mistakes made by the themselves and not the customer and should pay any other company for any utilities used in the interim. Apg would become a much better company by simply chasing the company whom the person is with and not harrasing the customer.

Customer Service, Rude, Overly Persistant

Horrible Service Provider that I have ever seen – my bills are paid by direct debit . Used to be quarterly and they have changed it to monthly without notice. They started manipulating the bills ...i.e calculating the units incorrectly and when I brought up this issue with their customer service, after 20 days they said there is a bug in system , but you have consumed the KWH mentioned over there. Totally unsatisfied with their service, I am looking for an alternate service provider.

AP&G $implicity.... pay ontime or pay 5% more for your bills (120%pa) 15 days late pay D&B 13% (300% – We Just paid a small AP&G bill ....$15 more than the total amount billed as it was paid after due date. Then had to pay D&B (Dun & Bradstreet), the AP&G debt collector, an extra $41 as it was paid 15 days late and they called my account "severely delinquent" .... If feel sorry for the poor & recommend they change companies ASAP. Sales pitch sounds like value A 15 day 'severe debt' is a fleece

Rude Staff, poor customer service – I called to query why my bills was so high, the girl I spoke to, [name removed] was her name, was so rude, she spoke down to me, as well as over me, I left enegy aust because they were rude and incompitent, feels like I have jumped from the frying pan into the fire, all I was wanting to know, was why? Rude staff, treated like I was second rate citizen

Just corporate fools – Registered a gas leak with the meter, after 3 months I was still trying to get them to accept responsibility for the over charging on the bill (100% increase). It took so long that they eventually got themselves confused over the many times I called. In the end I had to pay $700 over charge, just so I could leave them and sign up with another… Read more

company. Everyone on the phone was clueless. I was only with them 8 months, and paid £1400 for Gas when it should have only been $700.

poor customer service, and staff training

The rating dosen''t go low enough the gutter would be a step up! – On joining Aust. Power and Gas we gave all our details including our direct debit details. We have had nothing but headaches firstly they put interest on our account for not paying then we rang and they took the interest off (not once but twice) and took our details again for paying, then we got a disconnection letter again we rang and the wanted… Read more

our details again. We have had enough! They should get there act together otherwise nobody will be staying with them. OK turn our electricty off we will gladly pay the disconnection fee just to get out of a badly ran business!

Nothing you say during a conversation sinks in!

Australia Power and Gas = 'Z' Grade – Received bill for quarter in July and payed it. Received bill in October and payed it. 2 days later I get another bill for an extra $500+ for July quarter stating that they forgot to bill me this extra???. This bill was a ''your late payment bill'' even though I just received it. Their billing system is disgraceful. Expect to pay your bill… Read more

and 3 months later when you get your new one, they will send you an extra one for the six months previous. They don't know what they are doing. I could go on when I rang them but I wont...Terrible.

Expensive, rude, – I have been with this company for 2 years bills have tripled, cant tell me why. Call and customer service is terrible when you do speak to someone i have had the pleasure of being hold for ages to then be hung up on , rang back next day they were rude and not helpful, payment arrangement was mucked up on their end and double payments to… Read more

electricity account now stuck with massive gas bill and want payment in full by end of month, stress is making me sick, and after seeing these reviews I see I am not the only one with same problems

everything is terrible about this service

Lousy with no redeeming features – Very disappointed with APG in every way! I would not recommend them to anyone. They could not get our solar right, and it took months for them to get it on their system. They kept saying they had not received the paperwork to avoid paying us out for the solar we generated. Finally we quit the company, and they charged us a $50 account… Read more

termination fee when we quit the contract 2 days too soon. The termination fee was under dispute when the useless idiots sent it to the debt collector! I have never dealt with such incompetence, rudeness and general uselessness (except from Telstra, but they run a close second!)

Terrible Billing System – This company put me in debt collection for $45 when i paid $21 for the invoice i had, and never received any other bill and not once did they try to contact me via email or phone before debt collection...Also, when i moved premises they would not offer the deal i was on, and then tried to charged me $80 cancellation fee which i had to fight to get it off my bill!!! Do not use this company!!!

Failed Promises – On entering into the Australian Power and Gas contract I was promised a $100 credit so if I wanted to cancel, the $80 cancellation fee would be cancelled out. I moved within the first bill cycle and had to cancel and found the credit was not applied. When I called to check they said the account had been closed and there was nothing they can do! Don't believe their great promises, they will use any excuse to get out of them! Bad customer service

Terrible service – I wouldn't recommend Australian Power and Gas to anyone, service is bad, rates not good, changed electricity to monthly billing and didn't even ask. I also have gas with them and asked for the meter to be moved it's taken over 11 months and still not finished, I have had to call more than dozen times and they are so unhelpful. Bad service, expensive

worst company ever – so sick of ringing to complain you take no notice and are rude on the phone. Bills are all over the place billing period when ever you feel like it. ask to have meter checked a month later all you did was read it. my bills jump higher every month

Unethical business practice - avoid – Received a letter addressed to "The Occupier" claiming I owed them money, and threatening to disconnect my electricity if I did not pay. I have never been a customer with Australian Power & Gas (I assume the previous owners of my property were). Furthermore, the power had already been disconnected at the mains before I moved in. Needless to… Read more

say, the "bill" they sent me did not sit well at all.

I rang them on Saturday to resolve this, and they explained that "Occupier" bills could only be resolved by ringing them during the week, which added to the frustration.

I then rang back during the week and they advised me that the period of the bill (which was not written on my invoice) was for a period before I moved in, so they "graciously" agreed to waive the bill. They requested my name and phone number for record keeping purposes, which I declined to give them, citing I had never been a customer with them and therefore did not see the relevance of sharing my personal details with them.

Given the slew of negative reviews re: "Occupier" bills, the short-sightedness of APG to continue with this unethical practice is mind boggling, and points to an endemic cultural issue within APG of treating people with complete disrespect.

Unethical company and salepersons – Had a very pushy salesperson come to my house and target my daughter (just over 18) whilst I wasn't home. They gave her the usual sales pitch and made out that their "cheaper rates" were a govenment incentive that just needed to be activated. My daughter told them that she wasn't comfortable signing up for anything without talking to her parents… Read more

(the account holders) first, but they continued to pressure her by saying that they were only in town for the one day, and if she didn't sign up we would miss out. They also told her that all of our neighbours had signed up. The salesperson explained the cooling off period and told her that her parents had an issue with it, they could call themselves to cancel it. My daughter ended up bucking to the pressure and saying yes. When she told me I googled the company (luckily) and read these reviews. I then called to cancel the contract, only to be told that I didn't have the right to do so, because it was set up in my daughters name not mine- despite the fact that its my house! I got my daughter on the phone and luckily she was able to cancel the contract without too much hassle. I am thankful that we got away from this unethical company when we did.

manipulative, liars, bad service, hiddens fees

Ripped off and "sorry for the late bills" – this company is a JOKE. twice in the last 4 years our quarterly bills have been between $1000-$1500 BUT the kicker is compared to ALL of our other bills our usage was DOWN! the usual quarterly bill is between $400-$500 and twice we have received letters stating " sorry for the delay in sending the bill, here it's $1000" The first time ($1500) they… Read more

declared that it was because we had an old meter that was running too fast and was faulty, they came out to "test it" and it was not faulty but 2 weeks later there was a guy here to replace is with a new "smart meter" and lo and behold our bills went back down and that the results of the test were that it was not faulty in the first place, however we had to front $1500! we are a family of 4, my husband and myself were studying and our income was (and still is) a pittance. if the meter was not faulty why the hell replace......but I digress

The second bill that we received last quarter was $997 but compared to the usage of previous months our Killowatts were almost half....I mean really and there was a little note in a box on the right hand side stating again "sorry for the inconvenience of the delay in sending your bill"....

I can't wait to leave!

NEVER EVER GO WITH APG

late bills, cost tripple the amount for half the usage, liars, horrible customer service

[censored word removed] Salespeople – Saw them at a shopping centre, offered a 16% discount, signed up, had my existing provider call me and explain the discount only applies to usage charges only (the APG salesperson did not make that point clear) , and that they would offer me 17% discount on total bill. called to cancel, 37 minutes later finally speak to right person, get order… Read more

cancelled, however I have gone past cooling off period and will be required to pay the cancellation fee of $22 for each account!! I explained that my account has not changed over and you have not provided me with any service, was told if I did not pay then debt collectors and bad marks on credit history would appear. So basically will be donating $44.00 to this horrible organisation, who didn't send the change of provider notice to my existing until after the cooling off period had expired. Biggest mistake is not coming to this site before agreeing to anything. Live and learn, but stay away from this organisation! Well trained salepeople at shopping centre Very misleading when they say 16% discount. Being charged for not receiving any service.