Energy Locals Retail

Worst customer service ever. Great at the start now after a disgraceful estimated bill I've been waiting over 3 weeks for them to respond to my emails. They've acknowledged them and responded with a second email stating that they'll get back to me. Nearing 4 weeks and still I'm waiting now I'm on hold for over an hour to simply speak to someone… Read more

imagine being a new customer wanting to sign up....avoid at all costs. They've now taken my money as they want direct debit and here I await weeks for a refund which will no doubt blow out further as I still can't talk to anyone. What a joke of a company...customer service is clearly not a priority. Go elsewhere you won't regret it.

Energy locals were great for last 2.5 years, then in recent months, 3 bills issued in error and reissued all at once, it took a complaint to ombudsman for any acknowledgement of how that impacted on my budget and some of the initial responses from customer service were terrible. I was then assisted with my complaint and was offered a credit for… Read more

all the difficulty in their complaints process however, in last 2 days have received a bill issued then reissued, so they have not fixed anything in their billing system, can't reccommend them, until they fix their billing issues and when this happened in last couple of days, I felt relieved that we had gone to another energy company after nearly 3 years with energy locals, I just can't trust their billing anymore

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 no 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

Absolute crooks. I reported a fault with my meter in February - I ‘ve been charged almost $20 a day since then despite having solar and a complete record of all the usage, feed ins and outs via a solar battery app. Actual usage was 5% of what I’m… Read more

being billed for. Problem miraculously fixed itself 10 days ago when the Jemena people came to check the meter but they said they couldn’t find a fault. Energy Locals saying I must have had an appliance plugged in. I didn’t. Whatever Jemena did to the meter on the day fixed the problem but my bill is astronomical and EL refuse to look at all my evidence. They even send the worst kind of customer service reply telling me they were ’Thrilled' to let me know that their customer service ‘hero’ has looked into it and I have to pay. Just crooks. Zero stars obviously.

Very competitive price on both gas and electricity. Great service. No fuss. A pleasure to do business with Energy Locals Show details

I am extremely disappointed with the handling of my electricity account and the ongoing billing errors that remain unresolved. I moved into my property in October 2025 and the initial meter readings were taken as actual reads. However, my January… Read more

2026 bill was issued entirely on estimated readings and showed 4,290 kWh of usage.

After physically checking all three meters at the property, I confirmed that the actual usage since October was approximately 1,538 kWh — not 4,290 kWh. This resulted in an overcharge of roughly $900+ based on their own rate of 34 cents per kWh.

I submitted updated actual meter readings through their website and emailed photo evidence of all three meters. Instead of correcting the bill, they issued another bill based on estimated readings and carried forward the incorrect balance.

I have now discussed this matter with the company on five separate occasions. After speaking with [Name Removed], the Resolution Manager, I was assured the account would be corrected and recalculated using the actual readings provided.

Despite this, the incorrect balance has remained on my account and has now been charged, even while the matter is under dispute.

It is extremely concerning that:

Two consecutive bills were issued based on estimates,

Actual meter readings with photo evidence were not properly actioned,

An inflated balance was carried forward,

The account was charged before the dispute was resolved,

The issue remains unresolved despite multiple contacts and escalation.

This situation has caused unnecessary stress and wasted time. I expect accurate billing and proper dispute handling when clear evidence is provided.

Based on this experience, I cannot recommend this retailer.

Adding to the confusion, there appears to be a separation between “Energy Locals Urban” and “Energy Locals Retail”, however:

• EnergyLocals.com.au redirects to EnergyLocalsRetail.com.au • Both entities use the same branding and logo • The login portal is shared • I was asked to move my review to another listing

Used to be great, then Origin bought them out. Avoid now. 20-25% increase to my rates on 1 July """"due to the changing cost of supply"""" while the reference price in Queensland actually fell. Disgusting. Translation: we used to be a great company who offered genuine discounts, then we got bought out by one of the majors, so now we're taking it… Read more

away and blaming it on the market, even though the market rate actually fell. Biggest price hike I've ever experienced in my life!

I have been a customer with Energy locals for the past 3 years. I didn't even encounter a single issue with their services. I requested disconnection as I was moving out and initially, I had given a moving date. The plan changed and I needed it to be extended by a day. I called up Energy locals on the morning of disconnection date and requested an… Read more

extension. Tim, a friendly and professional employee handled the call and accommodated the request for extension. Thanks Energy locals and Tim for the great service. I would recommend Energy locals anytime.

It was a pleasure to deal with Jeremy today and a rare experience for me in today's Customer Service field; a contrast to the frustrations and time wasting endured when dealing with some other so-called Customer Service departments who try to confuse or dazzle with nonsense. He explained everything to me clearly and concisely; and answered all… Read more

my queries cogently and comprehensively. A professional manner combined with emotional intelligence is a winning combination. He deserves to be promoted.

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

Katie your telephone operator was speaking clear understandable English. ( Irish accent ). One of the easiest transitions I have ever experienced. The whole process was easy and understandable. Our last supplier's billing system kept emailing us monthly invoices.As this increases work for us every month, I asked Katie to run our billing schedule on a calender quarterly basis, no problem she replied. Thany you. Show details

They have amazing rates of 8cents during set daylight hours.Call centre is Australian based if you use the referral code to sign up online you will get $50 off your first bill electricity or gas..use this code online 9193671 Jeremy at the call centre is amazingly ng helpful as all the staff are. Could not be happier Show details

I am very happy with my Energy Locals Retail plan, it was the best rate compared to all other suppliers. They have an excellent rating on product review and deserve it. I did not have to wait very long to get connected to an Australian call centre which is great. Show details

Researched best price for gas supply and Energy Locals came out easily on top. Price backed up by Australian based call centre when help is needed puts the icing on Energy Locals cake. You cannot ask for more! Show details

Excellent, knowledgeable and friendly customer service is becoming more and more rare. With Energy Locals I know I’m going to have that, and it will be easy, timely and person-to-person communication that will resolve any issue. It’s a pleasure. Show details

I Strongly recommend Energy Locals to others and a special thanks to Jeremy at the customer service that I was dealing with he was very helpful to me understanding and sort out my Q&A Thank you Jeremy Show details

My father passed away and had to close the account and open one for myself and the operator couldn't do enough to help with everything I had a very easy transition. Show details

Wonderful customer service, reliable power and great communication about power outages when they do occur. I am a CoPower member and I highly recommend others consider becoming a member (they are partnered with Energy Locals). CoPower has a really helpful team, great prices, and it feels so much better to get power from a cooperative that gives back to the community, rather than a for-profit company. Show details

Their prices are competitive. I have had no issues with power outages and when it is all packed with their customer service, even a price hike wouldn't make me leave. Personally for me, you can be the cheapest but all that goes out the window if my first point of contact leaves a bad taste in my mouth. A big shout out to Song, thankyou for making… Read more

stressful time so much easier. Your professionalism and customer interaction is rare in these days. Keep up the excellent work.

Decent rates, I like their green options and policies. Customer service are always really helpful and speedy about connecting/moving house etc. Really happy with this service Show details

I have been with Energy Locals for a long time. As far as I can tell they are cost effective, compared to friends and families electricity bills. I also really appreciate their Australian based customer service. Show details

Friendly staff and quick once you get off auto hold call. The website or billing account is very minimal, it doesnt show current bill summary so your left wondering how your tracking your usage and budget, that would be my only gripe about energy locals. Show details

Benjamin went above and beyond for me , making sure I wasnt been over charged as my meter box hadn’t been read properly for well over 6 months.. Exceptional customer service thank you nice again Show details

Access to “real person” and not a robot within a minute or two was amazing and I was able to get my query answered by a pleasant knowledgeable person immediately which is often rare these days Show details

I've had outstanding service with Energy Locals and will certainly recommend you to my friends. Sadly, I've been forced to go to AGL as they have bought out the Tesla Powerbank System so, it is with regret that I have to change. Your teams are amazing. The change over to the SAVVP System was flawless and any correspondence I've had with team… Read more

members has been excellent. Power was amazing with no dropouts and only an instant to change to the battery when we did have power outages.