Quick processing - very impressed.
I changed our electricity to Energy Locals to save money. The change was done on my iPhone and I slipped up. Energy Locals contacted me to sort my incomplete signup. I checked my concessions were registered and completed the signup which was a quick process. After the cooling off period we will be switched over shortly thereafter.
Customer service is a joke
So the day i received first bill i paid entire amount and even pain an extra $50 on top. Then a couple weeks later payed another $200 onto my account because i like being ahead with my bills before i get them. I get a phone call from credit department about month after first bill saying i haven't paid it. Very shocked i said give me a number to call back in 5 minutes so i could get my bpay receipts. I ring number she gave me and said doesnt exist. So i rang energy locals and spoke to someone i could not understand and honestly dont think he cou...ld understand my aussie accent either. (Highly doubt this is Australia call centre) He told me to email receipts. I am not emailing them!! You want receipts contact me and will give them over phone! Also why didnt i get a reminder or something in email if they saying its not payed??? I would also like paper bills sent to me how do i do that!!!
Late fees applied too easily and a lack of reliable Customer Service
We have been with Energy Locals for approximately 18 months. We chose them because they claimed to be 100% Australian owned and operated and are an environmentally responsible company. When I first signed up, I was contacted by phone and spoke with a gentleman who assured me that the Customer Service team were all in Australia "if you have any questions, please don't hesitate to contact me". I was impressed at the time. Being very good with our household budget, I send a certain amount to Energy Locals every.... single.... fortnight, so tha...t our account is most often in credit. Sometimes, if the bill for the month is a little higher than usual (eg: I estimate the fortnightly figure as an average over the full year), we may be just short by the due date, but when I pay my next fortnights payment, any residual balance owing would be well and truly paid (sometimes within days of the due date) - instead I am constantly being slapped with a $16 late fee. Energy Locals impose a late fee on the exact day after your bill is due. There is no leeway (a few days later for example), I have sent an email in a couple of times and receive the reply "We are sorry for the frustration, we can see that you are a very good customer, so will waive the fee". I'm actually tired of having to make contact to resolve this, so last week I tried to log in to check the balance of my account so that I could pay it because I'd decided to move to another provider. The system was down and has been for 4 days now - customers are unable to log in and access their accounts via the "self-service portal". I emailed again and advised that I was extremely unhappy both with the repeated late fees and as I was now unable to access the system, had decided to move to another retailer. The reply I received a day later was "we're sorry that you are frustrated... the late fee is a system applied fee, please apply for an extension if you know this will be the case .....please let me know if there is anything else I can help you with". That's it! No apology for the system outage, no offer to waive the late fee for being a great customer, no attempt to negotiate to entice me from going to another provider AND I still have not received a response to my account balance query!!! Since then I have sent two additional emails with no response as yet. Very poor customer service which seem to have worsened of late. Hopefully I am happier with my new energy retailer! A shame for Energy Locals who are willing to lose quality customers who never need to be chased for overdue accounts.
NO CUSTOMER SERVICE
This company has continued to take centerpay deductions from a DSP since 2019 despite them not being a supplier of any service or having any contact whatsoever with the tenant. Tried to contact support for immediate refund and explanation. No one at all until Monday.
Not even chat or email or social media.
Long wait for a resolution on Solar Feed in - I ended up leaving
Was with Energy Locals for a bit over a year, had no troubles until we moved to Solar in December 2020. Since then we've fed in over 1.5MWH (around $150 at their $0.10c per KWH offering). I never saw a cent of this rebate on my account. Followed up several times and was told to be patient. Further to this, they changed the rates I was on without explanation or notification. Had to follow up and ask why. Got a generic response with no apology. Then, the final straw, I get moved to monthly payments instead of quarterly. Again, no communication. ...That alone wasn't a deal breaker, but add it all up and I'm not happy. I *really* wanted to support the small guys, but it hasn't worked out for me since moving to solar. I wrote and offered this feedback, but got no response in 48 hours so I left. EDIT: energy locals took the time to review my issue and called me the next day. Even though I am still leaving, they've stepped in to resolve my feed in metering issue. Kudos to them.
Long wait to get my call answered made worse by unwanted recorded voice ramblings
I called EnergyLocals for the first time today, as an interested potential customer. My fist impression was not what I expected. I waited on the line for more than 20 minutes to be connected to a person. That's not good, but what made it worse was that I had to suffer an often-repeated loop of recorded promotional spruiking indispersed with tiresome music while I waited and waited.
This was disappointing because it's not what I'd expected from a small, purportedly customer-focussed company whose business offering is supposed to be based o...n transparent value to its customers. Hanging on the phone listening to interminable nonsense is a particularly irritating facet of what we have to put up with from so many service providers. Dealing with telcos and banks by phone is usually a dire experience but many other types of business are just as bad. I see that EnergyLocals' CEO Andrian Merrick responds to complaints on this forum from time to time. So, in the hope you'll read this, here's a suggestion that will make your company easier to deal with for your customers. My building society has had this system for years: when there is a high volume of incoming calls the customer is asked if they would like to punch in their number to get a call back. And the customer always gets that call back, within 30 minutes or so. How about it, Adrian? Your customer service employee was friendly and competent when I finally got through, by the way. And one thing, in particular, I did appreciate while I was waiting for him on the line. I wasn't told by the recording how important my call is to you. Thank you for that.
Tick all the boxes
Energy Locals haven't missed a beat. I really like their ethos and lower bills.
I left my last provider 3 years ago because they wouldn't match their own offer for new customers.
Just phoned Energy Locals and in 10 minutes I was on a better plan. Australian based call centre, less than one minute hold time. Easy peasy.
Can't wait until they do gas too!
Excellent service, communication and great prices
Having electricity connected at a new address in Sydney in a hurry and a delayed disconnection at previous address on the far north coast of NSW is confusing and a stress when already undertaking such a large move. Energy Locals were so helpful and Hannah was extremely empathetic to my difficult move. I had done my due diligence and checked prices etc for the new location and Energy Locals remains competitive.
Connection was seamless and a transfer the next day. At previous address, I only experienced blackouts when the entire area was without power and couldn’t attribute and problems to Energy Locals.
I just wish they had gas as well.
Power to suit my Pocket
Reviewed all the retailers and found Energy Locals was the best supply price and solar rebate price in combination, since joining them I found them very easy to correspond with.
Misleading on pricing swiched
Switched to energy locals in December 2020 in a combined deal with tesla power wall .we were told price would be 22% below market default price,you need to realise other retailer's are also below the market default price.in our case our previous supplier (Origin ) was 14% below the market Default price.
So the saving was 8% some of that was gobbled up in different charges.was it worth the switch, probably not.
Promising billing monthly, first bill came in three months.
Ethical, Sustainable, Simple, Honest
I've been with Energy Locals for a few years now and highly recommend them. They cut out the nonsense gimmicky "discounts" that other companies offer (then expire), and they are focussed on green energy and sustainability. Great company.
From contacting me two days prior to moving in to advise that they couldn't find the property in their database that I was moving into, after booking in the connection a month prior, to not being able to advise when a bill could be issued on three separate occasions in two months, to being told I can go elsewhere if I wasn't happy with that (which I did) the company itself gave a clear indication that while they may offer cheap prices they couldn't be relied upon to provide simple customer service. Pathetic and the lack of care from staff is astounding.
Cheaper electricity prices
Switched electricity providers as the KWh charge was nearly 6 cents cheaper and the supply charge 40 cents per day less than current supplier .
Went through the Vic Gov compare site took 15 minutes to set up the change
Very poor customer service , i will start looking for other provider now
I Signed with energy locals , have have since required a controlled load metering connection to be installed to my smart meter that was installed by them , have sent many emails to arrange this however no reply , even emailed Adrian direct , no reply , so called (40min wait time) , on 19th Jan they said they have received the email etc and it is with the metering department and will be actioned 14 days , did not hear from them so I called again again , was on hold 20mins , talked to lady , gave details etc she said that there was nothing in the system , very poor customer service she said that she will sort it out , however i hold not faith in the staff or the company , am in process of looking some ware else
Got electricity from this mob quite quick as well as my first bill. Bill did not take off my pensioner discount nor my government subsidised solar input. I have challenged this account on many occasions but have been totally ignored by EnergyLocals, not even an acknowledgement. Public relations skills are totally lacking. Please think twice about signing up with them.
Questions & Answers
My system generates more energy than i use. Why is my battery discharged to the grid and solar production diverted to the grid leaving me having to buy energy and PAY for it?
Morning Bob, I'll send you a private note to get your account details, and I'll have a look at your account.
Was contacted by a representative of Energy Locals and after some discussion was told "well that's the way it works".
So, after investing $$$$$ to eliminate electric bills, i'll still have to pay for energy because Energy Locals can discharge my battery to the grid at will, and then divert my solar output to the grid instead of charging my battery even though it leaves me having to buy energy for essential purposes. I'm 65 and wont run my heating now. The solar systems are a good thing but need to be managed for our benefit not the benefit of the grid or the "community" ?, after all the energy is generated by OUR systems. Don't swallow the sales talk, read the fine print people.
Hi Bob, I run Energy Locals and would like to investigate this to see what's happening. Please give me until the end of tomorrow so fully dig into it. My direct email is email@example.com
Thank you, Adrian - Founder, Energy Locals
hi i have just joined up with your company i sent a email requesting how to pay account as i like to have account in credit but no answer has come back cant see any where how to access account to make payments
You can just pay more towards your account at any time on the website with Bpay, credit card and direct debit options.
You already should know your member number - it will be in the welcome email.
The only way you can't pay *until you get your first bill* is BPAY as you won't know the Bpay reference number until you get tht 8 digit number (most likely you member number + 1 random digit). Potentially the quickest way to get this piece of info is to just give them a phone call to find out what that is. They usually answer quick.
Without the Bpay reference number, the easiest ways to to pay before you get the bill is to set up a direct debit or creditcard payment, both options available on their website - a quick search for 'energy locals pay' will guide to the correct pages quickly
You can set up what they call 'Smooth Pay' which is a fortnightly debit that you can set up on their website.
This is however automatic and repetitive, and if you are like me and don't like automatic and like to pay at time that you are in control of, then you are left withe credit card options, that incur a 1% surcharge.
Credit card options available at anytime on their website and all you need to know is your member number which you will have in your welcome email
Hope that helps
ill give them a ring but don't think i am likening this company no reply to email i sent gee if they can not answer email Plus few things Ive been reading maybe Ive made a bad choice stll got 10 days to pull out
Hi Johnmac, one of my team has checked all possible customer account names that are similar to your username here without success. Please could you let me know your full name so we can look into the specifics? As fun as productreview is, I'd like to get straight to the root cause and fix whatever might be wrong. Thanks, Adrian - Founder, Energy Locals - firstname.lastname@example.org PS thank you Valmorph for answering the payment method question.
So if I agree to join the SA virtual power plant I am locked to $356.25 minimum each quarter ? locked for two years regardless of how much I don't use? so Solar panels and a Powerwall and still get charged ? as a small house with two pensioners this does not seem fair..
and if you go to another supplier you still never own or use any of the electricity forever!
Hi Jeff, thanks for your question. It looks like you got the minimum $356.25 per quarter from the price disclaimer. Regulations require us to add this disclaimer so that customers can compare offers on a like-for-like basis. The total cost you list is based on a customer using an average amount of power. However, you will only pay for the amount you use. If you use less than average, you'll pay less than this average amount.
If you switch to another retailer you'll lose access to the solar PV and Tesla Powerwall that will be installed at your home and will also lose access to the benefit of backup power.
Please let me know if you have any further questions. Kind regards, Adrian - Founder, Energy Locals - email@example.com
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