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

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

Loverly staff members and very professional. Not a long wait. Show details ·  1

Asked for a refund as I had paid my account twice in error. I spoke with Hiroshi, who was extremely helpful and pleasant and handled my request, immediately and with no fuss. Very happy with the prompt reply I received, thanks again Hiroshi. Regards,Stuart Adamson Show details ·  4

Steve Central Vic – Patrice was very helpful and polite in helping me transfer my electricity account to energy locals. Everything was clearly explained and I will be recommending Energy Locals to my family and friends. Show details ·  2

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 apparent that there was an issue of excessive usage, it become a long process to then ascertain where… Read more ·  1

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.

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.

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."

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

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

I have been with energy locals for a while now. Electricity prices are fine. However my gas bill is $700.00. Too high . I will have to switch . Sick of being ripped off along with excuses. Show details

My debit card was cancelled because of a fraudulent transaction. I was sent an email asking for an updated payment deatils and directed to the website. I spent one hour on the website trying to find where I had to enter my new card details. Eventually I gave up and called them direcntly. I was forced to answer about 20 questions, some of them… Read more

difficult ones that I did not know how to answer. Eventually, after a VERY long phone call they accepted my new debit card number. Because my card was cancelled I have had to updated my details on approx 20 different payment platforms and websites. If everyone forced me to do what Energylocals did, then I would have spent about 30 hours on this job. Fortunately, no-one else was anywhere near this difficult to deal with.

I have now lost complete access to the Self Service Portal. My last access to the portal was on the 18th July 2026. It is now the 12th August 2026. I've rang and used your online chat several times regarding the issue. The stock standard response is they will get someone to look into. There must be an over abundent supply of mirrors at energy… Read more

locals, because everybody there is looking into it, instead of fixing the problem. Surely 4weeks to fix a computer gliche is unacceptable.

I signed up in late June with Energy Locals, based on their competitive prices for gas usage. As I was transitioning from my old provider Energy Locals then informed me of a substantive price hike in costs. This hike was clearly planned and known at the time of me signing up for them, but I received no information at the time about this. My… Read more

transition has now been confirmed and I have 3 days to enjoy the specific pricing plan that I signed up for in June. Very disappointed.

Terrible customer service! We requested a gas hedge 3 months ago, but nothing has been done. To make matters worse, they keep charging us fees while ignoring our emails—we've sent 12 follow-ups with zero response. It is beyond frustrating to deal with a company that completely ignores its customers. I strongly advise looking elsewhere for your energy needs. Show details

We applied for a gas hedge 3 months ago, and it still hasn't been processed. In the meantime, they continue to charge me fees without solving the issue. I have sent 12 emails requesting help and updates, but they haven't replied yet and keep ignoring my emails. Absolutely unacceptable, irresponsible, and terrible service. Avoid this provider if you care about customer support. Show details

Excellent customer service, my issues were handled professionally and resolved quickly and effectively by the staff member Varsha P. Well done Varsha, keep up your good work. Much appreciated. Thank you so much. Show details ·  1

Cassadee was a kind and patient lady who was helping me to solve my problem about my bill.She explained me clearly how to pay my bills Thank you so much for your help and your beautiful service to your customers Show details ·  1

Excellent service provided by Ambrosia! She resolved my energy account closing issue quickly and gave detailed guidance on final billing and refund. Very helpful and responsive staff, 100% recommended. Show details ·  1