- Verified customer
Don't do it
Put prices up before I even got my first bill. Changed back to AGL didnt realise I was with energy locals for another month (AGLs fault there) but I was not waiting for a bill due to this completely missed the bill within 3 days of due date found out about the bill when I started getting threats that it was going to a credit collection agency within days and receiving continuous phone calls from the call centre dispite bill being paid they havent even given it enough time to clear. There is not even 1 upside to this scamming company
Feeling totally betrayed. I have been a customer for 4 months in that time my daily supply charge has increased 4 times from the initial quoted charge of $1.52 with pay on time bonus rate of $1.32 to the current rate $2.18. At no time was I informed of these price increases , where is your much touted TRANSPARENCY. I was sent an email about new plans quote because of open disclosure. When I rang I was told I would be better off on a new plan where I had to pay a membership fee and offered only 1/2 the bonus I am currently on as my daily supply...was so high compared to the other plans however if I switched to a new plan I could not switch back as my current plan is no longer being offered. What’s stopping this company from then hiking the daily supply charge on these new plans!
Bad experience, however my issue was resolved directly by the CEO.
I did have a one-star review up, but once Adrian the CEO contacted we sorted it out.
I had a problem with my plan changing when I moved and I didn't seem to have the ability to take the plan I was on with me, and the new plans have a type of 'pay on time' discount in the price. When I explained to Adrian that it wasn't what I wanted from an electricity company, and it wasn't brought to my attention when I moved my service, we got it sorted out.
Its a good company, being light on back office means they can actually give the best rates around ...and thats all you want from an electricity provider. However it does mean it is difficult to get complex issues resolved. if you do have problems, I'd just email adrian directly and his email is on plenty of posts below.
- Verified customer
Not the best value, great online experience
The rates were pretty competitive when i signed up but are no longer, recent rate changes blew up the daily supply charge to $1.35/day, the KWH rate is comparable to other providers so it really makes no sense sticking with them if you are after the best price.
I've signed up with energyAustralia's no frills plan, far better value for me, same KWH rate but half the daily charge - which is quite significant as I was spending more on the daily charge than electricity.
- Verified customer
Stay Away!!! High Bills with Alarming Errors - Staff Indifferent to Concerns
Our first bill was excessively high, showing our usage through the roof, so much higher than we had ever used with other providers! Then despite advising the company we had paid this bill (on time) via BPAY they continuinally tried to debit a previously provided card, we then received a new bill with a dishonor fee and a $940 bank rejection fee! What!?!?!? When contacting staff about these issues they were flippant and off-handed. We can't wait to get away from this very unprofessional company, our experience has been nothing but headaches and an utterly horrible and stressful experience.
- Verified customer
An Ethical Energy Retailer!
Following a disappointing experience with Click, I was careful when selecting my currently energy retailer. Using Wattever.com.au to find the best prices, Energy Locals made it to the short list.
From there, I chose Energy Locals not because they offered the absolutely lowest price (close but not quite), but because they:
* were very clear about their prices
* had no tricks like trailing discounts or complicated criteria to get the best prices
* are a locally owned company that supports the community
I have been with Energy Locals for almost ...a year now and am quite happy with them. My bills are quite high but that is due to my consumption (a separate problem). Their service has been great on the couple of times I have contacted them since signing up as a customer.
Do not sign up with this provider !!!!
I moved to a new home signed up in January hoping this is the cheapest provider. The electricity was turned on on requested day. Didn't receive any invoice or any communication for 3 months. Called them and was told everything is under process and you will get an invoice soon. Didn't get anything for next three months. Called their customer service, which is downright rude and was told they couldn't signed me up because of system error and you are not our customer. And my electricity must had been turned on illegally. After two weeks and dozen...of phone calls to energy locals and electricity operator in my area finally I figured out energy locals had missed my application. But I was given connection confirmation and my new home electricity was switch on after confirmation. They just simply said "Sorry". Now they don't even pick up my calls. I finally had to pay a huge amount through my electricity operator because of energy locals mistake. I've got all the proof, but unfortunately I work 6 days a week and don't have time to take an legal action. I realised cheap mean useless. This provider should not operate in Australia.
Not a great experience, becuase..
We found the sign up process very good and the customer service during this stage was excellent and we were very happy initially, but then we receive our first bill. It was astronomical. We were very shocked as the usage stated was highest of any electricity bill we had ever received (as well as being for a much shorter period than our previous bills). We contacted customer service as we thought being our first bill perhaps there had been an error with our meter read. We sent them copies of our previous bills showing a consistent usage that ha...d never been that high. They refused to consider there could have been an error. The customer service really went from excellent (during sign up) to very poor (when an issue arose). We immediately began to the process to transfer back to one of the big providers; while the customer service may not be top notch with them at least we did not have to live in fear of massive bills.
Been a customer for 18 months and have can only praise them. Changeover was painless - they even suggested a special meter reading so that we didn't have to wait for the 3 month cycle (for a meter reading).
Bills are easy to read and prices are better than anyone. Previously was with Red Energy who robbed us blind - so much for an Australian company.
Terrible customer service
I chose to sign up with Energy Locals as they seemed easy, fairly priced and a smaller Australian company, what a mistake that was. Contacting their customer service team is very hit and miss, most of the time no one knows what’s going on or no response is received at all. The first major issue I had was asking for an extension on a bill which I was granted an extra 2 weeks, before the 2 weeks was even finished Energy Locals referred my account to a a debt collection agency without any notice to me about my bill being overdue in the first place.... When contacting them about it I waited 3 days to simply be told it was “sent to the debt collection agency in error” pretty sure you should take more care when it comes to these issues or at least let your customer know their bill is “overdue” so the issue can be resolved. Secondly, when moving house I called to switch my address over, accepted the T & C’s over the phone and was told I’d be sent a confirmation email, however I didn’t receive anything. I didn’t think much of it until 3 months later when I tried to disconnect my service when breaking my lease that apparently there was no record of the phone call, no record of my new address and I didn’t have a current account with them. How does this even happen? After some investigation they managed to find a record of the phone call and I was eventually informed it would be my responsibility to contact Origin to resolve the issue myself. Please fix your computer systems and hire some competent customer service team members. Unbelievable.
Awful customer service, avoid at all costs
I signed up with Energy Locals as I liked the idea of supporting a small business and what they stood for. I set up a direct debit to avoid their credit card fee. My first payment didn't go through so I checked the details I'd inputted and any problems on my end such as balance. No problems. I checked with my bank to see why it didn't go through, they said it must have been a problem on Energy Locals' end. They then charged me a $20 dishonour fee despite the problem being their error.
I contacted them to rectify this and they didn't offer any s...
- Verified customer
Very helpful and comprehensive
Finding a good energy supply company is always difficult. Wattever made the search much easier with the ability to compare so many offerings and so many choices. They checked my progress when I made a choice and ensured that I got rapid service from my new supplier.
Questions & Answers
We've new meter install yesterday 08/01/2020 and I've been checking with my Tesla app, our powerwall is 100% full but Power Flow keep showing we're buying of the grid, day and night. why?
Adrian M.Energy Locals
HI Jane, are you on the Tesla Energy Plan in South Australia? If so, the Tesla software may send energy from the grid to your battery but don't worry - you won't pay for this and you'll see credits for this grid charging on your bill. Please flick me a note if you have any further queries or send over screenshots and we'll work with our friends at Tesla to provide extra information. Thanks, Adrian - Founder, Energy Locals - email@example.com
Any timing yet (beyond its coming) on when you will be up and running for the VIC market?
Adrian M.Energy Locals
Hi Stevo, thanks for your question. We have our licence at last (yay!) and we're busy setting up all the bits and pieces that can't be done pre-licence. I can't give a precise date yet and we still have a decision point over timing. However, we'll probably start with a small friends & family group so if you'd like to be part of that, please drop us a note to firstname.lastname@example.org and we'll get you onto our list :) Cheers, Adrian, Founder - Energy Locals
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