Energy Locals

I dealt with Varsha P from energy locals, who was extremely helpful, fast, efficient and professional. My call was about organising a new connection and called during busy time but Varsha took time to explain everything in details, but very clear and as a result all my requests were resolved in a short period of time. Thank you Varsha for your excellent service. Show details ·  1

Outstanding customer service by Alvin at Energy Locals – Alvin was exceptional with his understanding and customer service skills. I needed assistance and he went out of his way to ensure I was left with my questions answered and a plan put in place that suited my needs. I highly recommend Energy Locals for all my Electricity needs as well as Alvin for his customer service skills. Show details ·  1

Lightning fast & spot-on! – I joined to be able to use Copower with Haystacks, a coop plus a solar farm project giving me a rebate on my electricity bill. Great company & excellent customer service, always. All sorted today, thanks to Alvin! Show details ·  1

After experiencing an issue with hot water billing, I was referred to Cassadee. She was exceptional to deal with - friendly service, highly professional and promptly resolved my complaint. Thank you Cass! Show details ·  1

The customer service that was provided by Cassidy from the internal resolution team, was the customer service that has long been forgotten in todays standards. Having just moved into a new build apartment, with all new appliances, it become very… Read more ·  1

apparent that there was an issue of excessive usage, it become a long process to then ascertain where the usage may be coming from which required a series of tests and time. This process was further complicated as I had several pre-organised trips away during the process. I feel that Cassidy readily took ownership of my case, not just referring it elsewhere or offering no solution. Cassidy went over and beyond, she firstly acknowledged that there was an issue and then explained what we would need to do to identify the problem, and stepping me through each stage of the process, ensuring that I both got to understand all while feeling my concerns were acknowledged. Cassidy showed patience in the process during the times of my absence and proactively diarised and contacted me on my return. Gratefully the problem was located and a letter of support provided to follow up with the relevant parties. I feel that Cassidy handled my case as if it was her own case. She is a true asset to Energy Locals, as most "customer service, dispute resolution reps" should be trained by her, it would bring back the type of customer service that has long been forgotten. Thank you Cassidy, you have done and are doing an awesome job, in what at times I know can be hard and thankless role.

Check your account closely false $3,000 disconnection notice on a fully paid account: I'm sharing this mainly to advise other Energy Locals customers to monitor their accounts closely, because what happened to us could happen to anyone relying on the portal to reflect their true balance. In late May / June 2026 we received a disconnection notice… Read more

claiming we hadn't made a payment since February and that around $3,000 was overdue. Both claims were false. Every invoice had been paid including roughly $950 in March and just over $1,000 in May and when the account was properly reconciled, the actual balance was $8.36 (a credit-card fee), not $3,000. The cause appears to be that received payments weren't being allocated against the relevant invoices. Bills we'd paid months earlier going back to August 2025 were still shown on the portal as "overdue by 89 / 179 / 273 days," and the disconnection process fired off those un-reconciled figures rather than the real net balance. Disproving a $3,000 "debt" that didn't exist took several hours of cross-checking bank statements, emails and the portal. For a regulated essential service, a disconnection threat generated from the company's own un-reconciled data isn't acceptable a wrongful disconnection notice is genuinely stressful. In fairness, the support staff were responsive and courteous: they confirmed the $0 balance, waived the fee as a goodwill gesture, and fixed our contact details. The matter is now largely resolved, with one question still pending from Energy Locals to fully close it out an explanation of how a disconnection notice came to state false arrears on a paid account, and confirmation it was issued in error. My advice to other customers: don't assume the portal reflects your real position. Check that your payments are being allocated to your invoices, keep records of every payment, and query any "overdue" flag immediately it may simply be unallocated rather than genuinely owed.

Update (12 June 2026): Energy Locals has since confirmed in writing that the 1 June disconnection notice was issued in error and apologised. Account remains at $0. Crediting them for acknowledging and resolving it the review stands as a heads-up on the billing-allocation issue that caused it

After the horrible experience with Energy Australia described in https://www.productreview.com.au/reviews/6c971401-70d9-50b3-8c23-2ca1ab352958 , next day the metering provider has confirmed that the "smart meter", that nobody wanted and was not notified about the installation, was converted from Type 4 to Type 4A ( non-transmitting,… Read more ·  1

telecommunication feature is disabled ) switched over to Energy Locals in Feb 2025.

The metering provider and Energy Australia did not take it easy and attempted to over-bill monthly with somebody putting 1000 kWh estimates by hand. I suspect, to encourage me to enable the telecommunication feature back. No actual readings were taken from Feb 2025 to Nov 2025, all estimates.

Few weeks of working with Energy Locals and explaining that it is a legal requirement under National Energy Retail Rules (NERR) to obtain actual reading after 2 consecutive estimates (usually 6th month total) . The metering company tried to wiggle out with usual "we don't read smart meter .." , but thank you to Local Energy team helping to get through the metering company.

Got the credit for the over-billing by estimates. As of now, have not charged me for reading the meter.

Thank you Energy Locals folks.

Love the monthly billing and rates. Good communication as well, if you know what you are asking for.

Per https://www.ergon.com.au/network/contractors/power-of-choice-for-contractors : "A customer can opt out of having a Type 4 smart meter with communications, in which case, the communications capability is disabled. This meter is known as a Type 4A. The Type 4A meters are not recommended as many of the benefits of having a smart meter are lost."

I moved into a new unit which was serviced for electricity by Energy Locals Urban, & found them to be very fairly priced, very approachable with any queries & always a satisfactory result. I would recommend this service to anyone wanting a fair deal & good customer service. Show details ·  1

Spoke to Patrice from the customer service team, staff was very helpful and provided an excellent service in resolving my issue instantly. Patrice was very courteous throughout the call, it was indeed a great experience. Show details ·  2

Ambroscia was such an amazing help when I mistakenly forgot to close one of my accounts with Energy Locals, saved me so much money! I really appreciate the customer support care. Show details ·  1

Just bought at Meriton Eastgardens and moved in 2 months ago and I’m shocked at the Meriton Energy supply prices. From my previous house with Dodo as the supplier, Meriton Energy is approx 25% plus more expensive for the same or less amount used. Come on Meriton - you have to be able to offer more competitive prices to your residents. Show details

I initially signed up with Energy Locals because they were reasonably priced, and their customer service over the phone was excellent. Unfortunately, the experience has steadily degraded over time. Their email response turnaround has become abysmal, leaving straightforward billing enquiries hanging for far too long. Navigating their digital… Read more

platform is equally frustrating (the website feels completely archaic, sporting a terrible UI that offers virtually no meaningful access to usage data or analytics, but whatever)

The final straw, however, was the recent wave of price hikes. Squeezing in massive fee increases (such as pushing peak usage rates up over 130% - not kidding) is incredibly tough to swallow.

The timing of this price hike is particularly cheeky. The Australian Energy Regulator (AER) announced that the official safety-net benchmark price (the Default Market Offer) for the Sydney Ausgrid network is actually decreasing by about 3.4% starting 1 July 2026. For Energy Locals to raise their rates to sit right on that maximum benchmark means they are squeezing extra margin out of loyal customers while wholesale costs are retail-wide actually easing.

Between the deteriorating support, the outdated platform, and the uncompetitive pricing shifts, they have completely lost what made them a "fair" alternative.

Just received my price increase letter as of 1 July 2026. 17.5% increase in daily supply charge 8.7% increase in my peak usage rates 33% DECREASE in solar feed in tarrif. No justification....inflation is around 5%. I will be looking for another retailer ASAP. Show details

Kylie has been super helpful and a pleasure to deal with. She made everything easy to understand and took the time to answer our questions. Thanks for the excellent customer service, Kylie! Show details ·  1

I've been experiencing some financial difficulty the last few months. Energy urbans local have been extremely understanding and accommodating in helping me get back on track with my energy bills. They have offered and pointed me to the right pathways for support. They also have great staff. A stand out has been speaking to Neval who guided me each… Read more ·  1

step of the way and felt my struggle. She was a delight to speak to and I wish every interaction was as good as hers.

Thank you so much to the lovely lady who helped me with my bill today. I had a late fee added to my account, and she kindly waived it as a one-time courtesy. She also let me know I could extend my bill due date, which was really helpful to know. Thank you for your kindness Ambroscia and amazing help. I really appreciate it! ❤️ Show details ·  1

Thank you to Patrice whom I spoke with, for registering me. It was simple and very easy to communicate, attending to assist with the registration details. Great customer service =) Show details ·  1

I received excellent customer service from Kathleen, but the company has too many rules and probably not unlike other utility companies-This review is based on the customer service portion only and not their charges as I had no choice of which company to select that would supply power and gas to my former unit, therefore I have no other utility organisation to compare this company's costings to. Show details ·  1

I spoke to Kathleen on the phone today regarding my direct debit which I thought should’ve came out last Thursday. She told me it was all okay and it should come out soon and not to worry. I’m very happy with the outcome and Kathleen did a great job. Show details ·  1

I just wanted to quickly write a review for Energy Locals. Whilst I did originally have some issues with their pricing structure given that I live on my own in a 1 bed room apartment as part of an embedded network; when I raised my concerns with them, we were able to come to an agreement that ameliorated my original concerns. I must say a special… Read more ·  1

thank you to Cassadee M who handled and resolved my enquiry, she was very professional, responsive and helpful in getting the desired outcome.

I always get the best service and fantastic help from Marion. Marion has been there for me in every way- Marion is helpful, polite and a wonderful person. I really commend her for a great job done and would be a fantastic team leader. (If she’s not already one). Mervat Show reply

I had overpaid my account by a very large amount. When I contacted Energy Locals they emailed me immediately asking for relevant information. Subsequently, I telephoned the company and spoke to Tim, Tim was extremely helpful and resolved my problem immediately and he sent me an email notifying me of the positive outcome. I was very impressed with the help I received and the efficiency of the company Show details ·  1

Angelica provided outstanding customer service. I called at around 5:00 pm regarding my energy service, and although my previous calls during the week had disconnected around 5:05 pm, Angelica answered and stayed on the phone until everything was resolved. She never rushed me, remained patient throughout the call, and genuinely made sure I… Read more ·  1

received the help I needed. Her professionalism, dedication and care deserve to be recognised—Angelica absolutely deserves a pay rise! Thank you again, Angelica.

To get to them was time consuming, but the CS personnel Angelica was knowledgeable and helpful, but could try and go beyond the procedures. I wish her all the very best. Show details ·  1