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.
Diamond energy, no energy to fix issues
For a number of weeks if not months, staff gave me different answers on not only my hot water system but who can convert it.
I was told my hot water system is 24/7 and then I was told also it is on only a certain number of hours per day.
I was also told only a plumber needs to change the hours and then I was told I can change the hours myself.
So when I decided to leave because of the above, I got a call asking why am I leaving and they can fixed up the issues.
Let me see, ah yes.
Not a happy customer
There is no point calling their customer service as they don't seem to do anything. Requested to change over to them asap to get the most out of my new solar panels with extra cost involved. Complete mess up, finally connected after 3 months. I feel that I have been very clear with what I wanted. But they have no provide me with what I am expecting.
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Not their problem.
Company failed to call and let me know my power had failed to shut off. Then received a 200 dollar bill 3 months later after bein told my account was closed. I was required to pay plus extra disconnection fees. No courtesy or accountability. Would not recommend.
Be aware or the disconnection and termination fees
I joined Diamond Energy (DE) at the end of June, I knew I was likely to relocate in the new 3 months so I checked I would not be charged any disconnection/termination/relocation fee beforehand and was assured this would not be the case. I ended up getting another cheaper environmentally friendly provider when I relocated. I received my DE bill on 30 September which includes $20 termination fee and $140 disconnection fee (Ausgrid), DE claims it's not responsible for and cannot do anything about the AUSGRID fee I would have thought DE could ...have organised a meter reading rather than a service disconnection. i have moved house at least 20 times if not more and have NEVER been charged a $140 disconnection fee. I requested my complaint and refusal to pay to be addressed by a manager who has assured me via a voice mail that another bill will be issued with those charges removed. Expect a battle about charges if you choose DE as a supplier then have to discontinue the service or relocate !!! the customer officer who initially took my call did not think it was such a big deal and the issue was not them but with Ausgrid, therefore I should just pay up.
Hopeful at first now just don't want to deal with them
Initially I was hopeful about this company as they had a personal touch to the service and seem to be keen to do the right thing.
Problems first started when I organised for a reprogramming of a new solar capable meter I'd just purchased when they switched me to solar but Diamond ended up throwing out my new meter and replaced with a dumb meter. (The reason I signed up as I told them was because they could avoid this happening and use my existing new meter)
THEN after that major stuff up I was billed for the dumb meter and then had to de...al with months of problems with the meter where Diamond wouldn't get involved in resolving this with citi-power which started as soon as the dumb meter was installed (electrical faults due to the high powered radio transmitters in the cheaply built meter). Next came the billing errors which I had to spend hours helping them resolve with no apology of thanks. Now they are trying to charge me additional fees for meter data that my contract had written in as being part of the service agreed to. They had promised to supply online access to the meter data and this hasn't happened, but now they want to charge for the data that I need for billing verification! Finally the price hikes have arrived.
Questions & Answers
Should I only go with Diamond Energy if I have solar panels? I am moving out and will be renting so we won't have solar, will it still be a reasonable price?
I think they do a bill compare if you ask them. They did it for us. They're good even with no solar.
I'm looking at Diamond Energy, I'm in an apartment so trying to work out whether I need solar panels or not?
It would be tricky to get solar panels in an apartment but Diamond energy is sourced from renewables, so at least you know you're helping the planet!
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.
If your bill is 800 plus you may benefit. Personally I would go halves with the owner and only if your bill is really high
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