- Verified customer
Fees quite high and unreliable customer service
While the service is reliable with only one drop out in 18 months, the prices are rather high in my area. Prices begin at 28.4900 c/kWh and move up to 30.6900 c/kWh with higher usage. I can commend their quick activation only taking a day or two to turn my apartment on.
I had thought the company held a good reputation and signed up after leaving home. I have now found that their customer service is sorely lacking with simple mistakes turning into angry affairs.
I was not sent my latest bill, I've checked all spam and trash boxes and have fou...nd nothing. On this bill my monthly usage had gone up due to the colder seasons coming in. I was not aware of this and thus couldn't adjust my fortnightly payments accordingly. The first interaction I had to make me aware of this was a bold red letter email stating they would be enforcing a payment plan if I did not contact them immediately about an overdue amount. There was no reminder text message, no calm call asking if I was aware of this owing amount. I contacted the help line and received a very cold response from a woman essentially stating I was lying about not receiving the bill. I have had a payment plan set up for over a year making consistent payments but the second I was overdue, I was treated like a criminal. I will be removing myself as their customer when I can.
- Verified customer
Cheap, reliable, ethical
Have electricity with solar feed-in. Reliable power with no drop outs. Have been with Diamond for several years and customer service has always been great, easy to deal with etc. Set up process was super simple.
Horrible experience!! Do not go with this company!!!
Solar panels installed on a rental i moved into and got visited by a salesman from Meridian energy to sign up for Diamond energy so i get benefits from the solar otherwise i would not get any and either would the landlord. After receiving the first bill i couldn't be happier but then a month later after i paid it i received a new bill for triple the amount and said they had made an error. After months of back and forth i changed to AGL and couldn't be happier i actually received solar benefits which i wasn't getting with diamond.
A short while...after the salesman from meridian energy(solar panels) called me and said i should change back to diamond if i want to stay in the rental property as the landlord is not receiving anything from the panels, straight up blackmail and borderline criminal. Also gave me a date to pay the invoice which was four weeks away then 3 days later i get a debt collector letter saying they will take legal action if i don't pay it within 7 days.... advised them of this and they said sorry that's an error on our part. Do not go with diamond energy - incorrect bills/ months for correct it / high prices / terrible customer service.
Over before it even started.
I saw all the great reviews for Diamond online and was very impressed with how starkly they differed from that of their competitors. I called up the customer service line and was all but ready to sign up. The man who took my call asked for my contact details and address, then asked if he could put me on hold but didn't say why. After 10 minutes he came back on, told me I was going to get an info pack by email, and that was the end of the conversation. I assume this isn't the standard procedure of how a customer call is supposed to go over there...(at least I hope so), but it was a terrible first impression and I promptly signed up with a different company with front-facing staff who know how to hold a basic conversation. A shame, it was such an easily avoidable way to lose a customer in this very competitive market.
I have been with Diamond Energy for some years now and have found them to be consistently pleasant, helpful, efficient and cheap. Apart from short breaks in supply during the occasional electricity storm I have had no power interruptions.
Many hidden charges
Admittedly I did not do my research prior but just got a bill for $424 for 4 months - one bedroom flat, no air con, lived there for 2 months, for sale for 2 months with Real Estate Agent turning power on at meter for 30 minute inspections only. I did not realise this company charges 109 cents per day for electricity whether you are using it or not, nor was it clear about the connection charges. Cant wait for the next bill with the disconnection charges.
Amazing customer service
Diamond Energy you are amazing! I found myself in difficult times and unable to pay my bill in full . I called customer service to discuss and i was so nervous and had some anxiety initially... i even worked myself up to make the call. This was due to previous bad experiences in the past. Well! The lady i spoke to was so warm and friendly and completely understanding. I was soon relaxed and felt like i was talking to someone i knew. She efficiently and calmly helped me to a solution and I didnt feel any judgements upon me at all. Congratulations Diamond on having staff who truly are “ Diamonds in the rough”
Overpayment trying to get a refund
I like Diamond Energy but am currently very disappointed with Thier current policy in refunding overpayments of Thier account I decided to use Thier smooth pay which works really well however I recently requested a partial refund due to the balance being in excess of 846 dollars My average account being 245.00 dollars I was told this would take up to ten weeks Very dissatisfied not acceptable
April 11th 2019 Update: Re Over Payment Refund Diamond Energy
I am pleased to advise that Diamond Energy did refund my over payment after communicating my displeasure on there earlier advice that it would take up to ten weeks being there next billing period, Thank you Diamond Energy
Diamond Energy has been our supplier since we switched to Solar about 7 years ago. Every now and then I do some research to see if i can pay even less. I usually find that Diamond Energy is the cheapest based on daily avg kwh and the price even if it is only a few cents, it still shows i'm paying the least so there is no benefit to switching away.
- Verified customer
A great, green company
Finally, an electricity company that is transparent and offers great service. We have a premium feed-in tariff. When we're in credit, Diamond pays our bank account on the day the invoice is due. Never had that before! They rank second on the Greenpeace Green Electricity guide, with all renewables (no fossil fuels). That's the most important factor for us.
- Verified customer
Top customer service
Life is not always about the cheapest price as cheap service usually hangs together with it. Diamond Energy goes against this by offering very competitive prices and best of all, excellent customer service. I have called a number of times and the call gets answered straight away by very friendly Aussies who sort out problems on the spot. It makes customer service at the other retailers look like a complete joke.
Easy to deal with.
House is 100% electric.
Switched over a couple of years back form another supplier after they upped their pricing and did not tell anyone.
Diamond Energy are easy to deal with and their supply charges seem to be a little cheaper than all the others I have checked with.
I check constantly what other suppliers charge, Diamond Energy still rate the best.
Billing is easy and direct debit is convenient.
My only criticism is that you cannot access your account on their web page as you can do with others.
With all the discounts I have obtained with them, my bills are almost manageable.
At this stage I am a happy Diamond Energy customer.
Genuine and helpful
I changed from Origin to Daimond to move to renewable energy sources and have had no regrets. Their feed in tariff is competitive. Customer service is local, helpful and honest when I called to query some details on my bill. Also, they've just passed on a real saving to us customers. I replied: "Great news! Thanks. Glad I said NO to the cold caller the other day who said, "So you're not interested, even though you could save lots and lots of money?" Ha ha"
Daimond replied: "Hahaha I loved your response! Yes we have been working hard to ensure ...
Best electricity company yet!
Very helpful customer service, and extremely good rates. I'm very happy with them. Other electricity companies were an absolute nightmare to deal with, but for over a year now with DE, I have no more issues! And they just emailed me to let me know that the rates have gone down, and that I'll be saving between approx $150-200 per year.
Questions & Answers
Is it more expensive to have solar on private rentals than owning you own home?
I can only speculate, that as a tenant, after getting the owner's agreement to install panels, if indeed you are responsible for the electricity bill as most tenants in Australia are, you would earn as much credit for the electricity your panels generate as an owner would, but without the security of tenure an owner has, you will have the extra costs of uninstalling, taking the system with you and reinstalling on your next rental property...if you can find an owner who agrees to it.
We have solar panels, a 5kw system.
Diamond energy give us 11cents per kw put back into the grid.
But I think the main benefit is that with solar it uses the power generated for the home use first then any excess going back into the grid.
My bills have more than halved since installing solar.
Try using your heavy electricity usage between 9am and 2pm if possible, that is the maximum gain period for solar.
I must admit I have not heard of anyone taking the solar installation with them when they move.
The way new technology is going, there will be bigger and better all the time.
Hope that helps you.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.