Energy Locals Retail

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.

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

Looked to switch providers so contacted this company after some detailed research. Found they had great CS with clear, concise details plus great rates which they went to the extra effort in comparing to my then current provider ... whom now is no more so, need I say more! Show details

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

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

Transferring from existing gas supplier Energy Australia to new provider Energy Locals. Notified by email from Energy Australia that my existing gas plan with 26% was no longer continuing and can go to account to switch plans, or use government… Read more

compare site portal. I used the compare portal. The most competitive rates without any discount was Energy Locals. 10 Nov. 2025 I made first phone contact as a new customer with Energy Locals. The usual essential information was requested, plan prices confirmed, & going ahead. Was advised to expect in next few days, email from Energy Locals to set up account password and Energy Locals will take care of everything with Energy Australia. It was not highlighted, explained or clarified that the transfer would take 90 days, let alone the service standard delivery of up to 60 days. It was not explained that the Energy Australia final meter reading was key to the process to enact transfer. It was not explained that Energy Locals provides the formal request to Energy Australia, then Energy Australia in accordance with their up to 60 day cycle meter read does that, enacting account transfer process over to Energy Locals. 11 Dec. 2026 I ring Energy Locals, saying I haven’t heard anything from Energy Australia about my gas transfer: this is what she said. “Oh I’m am so, so sorry there has been a computer system error at our end & the final meter read has not been done by Energy Australia, that has caused the delay in your transfer to Energy Locals. I said I do not accept that poor excuse. We are at end of 2025 where technology is the forefront of most businesses, especially the larger service providers. I said, the only way the system error occurred was directly related to human failure to act or human error”. The untrue excuses continued. I explained the reason for the change is budget, I am now on a month on a higher gas plan at Energy Australia because your alleged system error that failed to enact my transfer. I said I am shocked at how you treat a new customer, which should be priority. I requested compensation/reparation for this inconvenience. At first she agreed for only the gas supply rate difference on my final Energy Australia bill would be covered by Energy Locals. I was extremely frustrated so agreed. She also promised, that as we were talking, she has put in the request for the urgent final meter read to Energy Australia, saying it should occur within 3-7 business days. Once month later; 15 Dec. 2025 I receive text from Energy Australia saying “sorry to hear you’ve chosen another company for your energy….”[this being the 1st formal request from Energy Locals to Energy Australia for final meter read & gas account transfer]. So I believe things are in progress. 12 January 2026 I receive the same text from Energy Australia. [indicating 2nd request from Energy Locals]. This starts me thinking and questioning, this process so far. 12 January 2026 I ring Energy Locals. A young female, bore the brunt of my frustration having to listen to my raised voice volume. She put me onto the lady that spoke to me 11 Dec 2025. She profusely apologised, reminded me if I continue with the raise voice she will end the call, I have already caused the previous operator to cry. I pointed out Energy Locals continued failures in customer service with a new customer with excuses that are untrue and do not add up. She said she does not know why the final meter read did not occur following her previous months urgent request. Again pointing out the initial alleged system error. I said this is now the 2nd month I am paying a higher gas rate at Energy Australia because of lack of Energy Locals professional customer service standards. I said the compensation needs to be more to cover the inconveniences & a final gas meter read bill of which is on a higher rate which I did everything possible to switch to Energy Locals rapidly to minimise that higher expense. She agreed to a $75 credit & emailed a copy of it to me saying it will be applied to my first Energy Locals bill. ONLY this time, she went into detail to explain it may/can take up to 60 days for the transfer due to the gas meter reading billing cycles. This is the first time this is highlighted clearly to me. And I offered my apology to the young lady who cried. It wasn’t my intent. But with the entire freak around I was given by Energy Locals – the frustration was beyond acceptable or professional from them. I pointed out, that if the first contact person had fulfilled his responsibilities, none of us would be going through this and this poor girl was let down by that and the following poor customer service – of which she got dragged into. 30 Jan. 2026 I receive the same text from Energy Australia. [indicating 3rd request from Energy Locals]. This same day, I ring Energy Australia only to be told that on the 3 dates they received the formal requests from Energy Locals, subsequently they were CANCELLED by Energy Locals. Energy Australia was NOT responsible, nor had the authority to cancel requests. Therefore, it was not in their hands to act, but in the hands of Energy Locals. The transcripts as is here is proof of the poor customer service standards of a new customer and the lengths of poor excuses, omitted information and untruths Energy Locals are prepared to go to cover their poor and unprofessional service standards. 30 Jan. 2026 I ring Energy Locals. Speak with a young male. I give the ticket/reference number. He looks it up. Checks through it. I said that has been a mess from the start and I have not been told the truth, been given poor excuses, that simply do not add up. Information has been omitted and not once did you keep me informed, I had to instigate contact with Energy Locals to find out about all these apparent issues, system errors – untrue excuses. This call was a Friday, I said, I wish to speak to a senior manager that needs to explain these issues to me. He said it’s in the system that I request the call, he suggested and confirmed the following Monday round noon. I did NOT receive any phone call whatsoever from Energy Locals. I used their email reply’s to this entire query to request a phone call as I wish to discuss their most recent correspondence. Which highlighted the duration it takes, process etc, in detail, in writing for the first time from Energy Locals. I never received a phone call. By 4 Feb. 2026 I see a stranger walking away from the area of my gas meter. 6 Feb. 2026 Energy Locals email with more details regarding the process. Ignoring their omitted information regarding the 3 requests received by Energy Locals which were each subsequently cancelled by Energy Locals, with the first request submitted one month after my first phone contact. 12 Feb 2026 I receive email confirmation from Energy Locals about transfer is complete. No apologies for the inconveniences, neither any mention of the $75 credit to be applied to my account. You be the judge, would you be satisfied with this, as a prospective new customer.

Dismally under staffed customer service delivery. Seemed ok initially but the service quality then plummeted. Ridiculously slow response times by phone or email and they tell you things that aren't checked for accuracy. Steer clear! Show details

Lillian had a head start as my mother was Lilian Show details

I couldn’t believe how helpful everyone has been. I’m so glad I made the switch! Show details

Their customer service is exceptional. Friendly and polite. They go the extra mile to ensure your happy with the product. Show details

Excellent customer service and prompt action on requests. Highly recommend. Show details

A long time account subscriber. I find the pricing competitive and the customer service routinely helpful, supportive and informative. Show details

Quick and and straight to the point and very helpful very satisfied with the service. Show details

Solar with batteries. Set up took 10 minutes on line. Show details

Katie from customer service was exemplary in her care, clarity and utmost professionalism. This is as good as it gets. Well done! Show details

Quick to respond to requested phone call Issue resolved Reassurance given Show details

Fast and efficient which is what k needed as had to get my electricity re- connected in between tenants Show details

Great service resolving a sign up issue! No waiting in queue nor in them responding almost immediately to a separate email request! Well done Energy Locals! 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 have always had nothing but the best service. Since I joined I have never had a problem with pricing or anything else Show details

Friendly call centre, didn’t have to wait long. Low subscription fee. Show details