Solar reading failed and just done an estimate
Had my first quarterly bill with EnergyAustralia and also a new solar system installed which is a 6.6kw system. I received a bill which I should have been in credit for. Instead of re reading the meter they just left. Finally got onto them and getting a re read tomorrow. Fingers cross it actually comes in credit.
Very Poor Customer Service
I'm on a secure saver plan but it seems that the rates are not really secure. My rates seemed to have gone up during the contract period. Furthermore, my meter has been replaced and it's on 24 hour peak so I'm paying peak rates all the time. The worst thing is that when I started ringing Energy Australia, they seem not to be able to answer very basic questions about the plan. My issue is still unresolved and ringing Energy Australia takes ages to get connected. I can only assume that it must be dealing with a lot of issues. They promised to ring me in the next 5 days. I'm not a very happy customer especially being told "you have rang a few times already". Of course , I said, because it hasn't been resolved!
Issues promptly resolved
Issue resolved thanks to complaint to Management at Energy Australia. Now on the right plan for both gas and electricity. Always check your bills for extra charges and tariffs four your plan.
lack of customer experience-New Customer
Trying to get a connection to new build. Questions will take 20 minutes (I am at work) and ONLY oper 8-5 to me customer services IS NOT their strong point. Was considering total package solar, battery and gas though on bottles so maybe not
Not so satisfied
The billing errors and issues surrounding their meter reading few years ago, which resulted us in leaving Energy Australia, was poorly handled. However the refund they told us we were owed was easy enough to sort and took just few minutes via Live Chat today (2/10/19). Though I have yet to receive the funds, as it takes 3-5 business days. I'm also positive the amount owed to me was much more but who really has the time to seek out meter reading records and calculate actual amount?
Extremely poor service
I have called the 133466 number and twice got disconnected after getting through to some one. The online chat too an hour and that also disconnected me
My bill address was changed without my knowledge and no one is interested in restoring the original billing address.
Now a company with atrocious service!!
If I could rate this company a Zero I would
My energy account was unlawfully transferred from my provider to Energy Australia. An unauthorised transfer request was put through for my meter. I did not authorise this transfer. I was notified of this through my energy company, and I recall receiving a letter in the mail from EA addressed to my neighbours with my address on it. I called EA and was put through the run around; initially they tell me they don't know about my address, and then suddenly they know about it but then hang up on me. I have been transferred from one lousy customer ser...vice staffer to the next, like they're playing games. I get placed on hold for significant periods of time and asked the same questions over and over again, repeating myself like a broken record. I told them I'd take them to the Energy ombudsmen as they were being unreasonable and unlawful. When I finally thought i had been told that my the request has been cancelled and I requested a cancellation number, It appears I have been given a false number. I have been contacted by my energy provider to say that the unauthorised transfer was complete and that energy Australia against my will have taken my account. I am disgraced. I have now lodged a formal complaint. Extremely unhappy, extremely inconvenienced, extremely poor service, and extremely sad company to hold onto customers that never elicited their services. Stay away from Energy australia
poor customer service
three phone calls in 1 week..promised a call back and still waiting. 20 mins talking and then cut off...no call back. 13 mins waiting to speak to a supervisor and my problem is still unresolved. Pathetic how many calls should it take ?
Bad customer service over the phone
I gave them a call at 12:49 on 25/09/19 asking about my existing solar system. The female staff over the phone was rude. Not sure whether they have a feedback system at the end of each phone call.
Every time i called them, the calls were either ok, or not helpful, or unpleasant.
Terrible rates and appalling customer service
After more than 4 years with them It took me nearly 25 minutes on the phone to try and get an new up to date electricity price and they were still way off. The bills crept up slowly for years and I was only offered better after I had left. Found a far better rate with 5 minutes on the internet. These big companies don’t give a toss about existing customers.
Dishonest to the core
Gas readings fabricated to maximise peak pricing. Should have changed retailers a few years ago when I first noticed this. Recently changed retailers and energy australia’s final reading has overestimated usage significantly. Can’t be bothered disputing because they lie to cover up their scam. Just glad I will no longer be dealing with them. Evidence? daily usage post final reading almost half that claimed in their final bill, although no change in gas usage. Beware their dishonesty.
Unexpected Gas Bill Hike
I have been paying for Gas at an estimated value quarterly. The first time a representative checks on site? The bill goes up $1000. Why? Unexpectedly this has ruined my savings. There is nothing on the invoice to make the clarification as to why my bill has spiked to consumption at a 1630% increase and I find this to be completely unfair. Hypothetically if this was to make up for payment in arrears, Energy Australia would benefit by elaborating on that rather than give what could possibly be a manufactured MJ/day count.
I have had electricity and gas with Energy Australia for 5 years. Due to a very high recent bill i rang the company and found out there has been different plans available over the last 5 years,( including a recent one that wouldve saved me nearly 10%) but despite having email bills, i have been notified of NONE of these, nor i have i seen any advertising. Very poor customer support , and despite being loyal to this company, i feel completely ripped off!!
- Verified customer
Bad service and a bill I am struggling to pay.
I moved into my place about 4 years ago and it is just a small unit before I knew I was being slugged giant amounts that as a low income earner am struggling to pay and I don't know why they are so high I study and am usually out all day I switch all non essential things off but just keeps getting higher and they have been little help to find out why I'm swapping I should have never signed up with this company I'll pay their giant bill off.
Better than Lumo Energy
I swapped over from Lumo Energy in October of 2018 and haven't had any major issues such as drop outs and love how interactive the mobile app is, it allows me to monitor and get on top of my bills.
Love the on time payment discount makes this mumma feel better about saving $$$.
When we signed up, the account was put in my brothers name as he has a concession card. We went through the process of adding me as an authorised third party on the account so I could speak on his behalf. We received our first gas bill, which was exclusive of any concession discounts, so I emailed to query. They responded to my query advising me I need to call to add the concession on as there was an error on their system. So I called, only to be told I was not listed on the account so we could not discuss anything. I asked how the policy could...have been set up then, considering my brother is unable to speak for himself. So we went through a lengthly an tedious process where I had to add myself as an account holder and then get the email authorisation etc etc, which took about 20 minutes. I finally confirmed it and they said I was added on there, to then be told my brother needed to be with me to discuss anything regarding a concession. I am never one to leave reviews, and I work in a call centre myself, so am extremely nice and patient in these matters. However I wasted 25 minutes on the phone (whilst I was at work during a break), only to be told we could not move forward, when they knew my brother was not with me. Had I have known he needed to be with me, I wouldnt have wasted my time confirming all of the details, and I would have just waited until he was with me. Quite frustrating and disappointing considering we have been members less than a month.
- Verified customer
Do not Move with Contraction Time Energy Company - Energy Australia
First of all, I would like to inform you that this is not information regarding Carlisle Homes but I published this on their product review as they are using Energy Australia as Power and Gas during the construction period.
All the customer who are under the construction stage, please do not move to your new home with Energy Australia as they are sending huge bills account to new home owners. If still wish to utilise them , please call them and get a better rate from them before getting the connection.
We moved the house with the same connecti...
Abysmal company with incompetent staff
They tried to charge us for dates we weren't even contracted. When we complained their staff were aggressive and hard to understand. Even after sending evidence that they acknowledged receipt of, they then claimed not to have received it and were still trying to bill me for days we weren't contracted. I've switched and won't be back
Goodbye Energy Australia!!!
Judging by the reviews, we are not the only customers moving their services elsewhere.
Both our gas AND electricity bills have more than doubled in one cycle. Our usage has not changed and we have been loyal customers for at least 6 years with little change to our bills until now.
I contacted customer service but they were absolutely no help, claiming that it was due to “winter”. Our bill states we use enough electricity for a 5 person household yet we are 2 adults that work all day and are not excessive by any means.
I was not given the c...ourtesy of a look in to why our usage was so high, therefore, I will not be giving this company the courtesy of a second chance. I have already moved my service and hope anyone looking into providers will take all these dissatisfied customer reviews into serious consideration!
Appalling!!!! - $810 bill for empty apartment
I am in the process of selling my apartment, and needed to maintain the utilities for potential buyers. The apartment is empty, with nobody living in it.
My first bill after 1 month was $699 - For an empty apartment! I then rang and complained and organised a meter reader to come on the Friday. I took a day off work and waited 5 hours before calling EnergyAustralia to check. They told me - sorry no confirmation had been received from [name removed] so nobody is coming.
I escalated to EnergyAustralia and they promised the meter could be read ...
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Questions & Answers
I have just moved my account to Energy Australia. I would like to know how long it takes for the app to show my energy use. I have a smart meter, I downloaded the app a week ago and their is no usage showing and also my account is not showing my husbands concession.
Hi Snoopy, thank you for your enquiry. If your meter is a remotely read smart meter, the data on the MyAccount portal and mobile App should reflect up to a 3 to 4 days prior to todays date. We update the data 2 to 3 times a week. I am happy to look into this further for you, if you wish to email your details to email@example.com. Thanks, Matt.
Matt, I was able to speak to Helen from Energy Australia and she assured me that as I had just received today an email saying my account was up and running it still may take 24-48 hours to show may smart meter usage. I will check in a couple of days. Thank-you for responding.
I am glad to read that you have been in contact with our call centre staff and advised that your account is active with us. I would also like to assist by making sure the concession is correctly added if this was not discussed previously. If you wish to discuss further, please do not hesitate to mail me at firstname.lastname@example.org. Thanks, Matt :)
You explain why my bill is over 800 dollars for 2 months you thiefs
I am very sorry you have received an unexpected bill amount.
I would like to investigate this and offer further assistance.
We can't assist via this channel due to privacy concerns.
As advised by Hayley in your previous question, could you please e-mail email@example.com including, Full Name, date of birth and the service address?
I have a solar gas hot water 160litre system ,with 24litre solar backup,I have zoned heating,I have a gas electric stove and oven,wash in cold water,and have a gas log heater,run my central heating on 18 to 22,if I'm not using that I use my gas log heater,my house is just on 8 months old,I live on my own my bills in feb March and April 123 dollars last 6 months 750,next bill I received was 858,why I'm differently getting you all investigated that's over 425 a month my house is a energy savings home so why are my bills 4 times the price
I understand your concern and appreciate the above information and investigation you have done.
We are unable to assist via this public forum specifically to your account and bills.
If you wish to discuss your account in specific please e-mail firstname.lastname@example.org including, Full Name, date of birth and the service address.
Has anyone been sent a bill a month later after paying one in July,paid the bill on the 29th july ,The bill I received today was 16th Aug to 15 November this is a joke we are in August,please check the dates on your bills I'm not happy
Hi Kathy, I have experienced additional bills that also make no sense in regard to time frames. I contacted them only to be forwarded back and forth to different departments from the Philippines to India and back again. I have now cancelled my account and gone elsewhere due to the high level of poor service. I suggest you follow suit. Good luck with it all.
Hi Kathy, I am really sorry that you have received 2 bills so close together. I would really like the opportunity to look into why this has happened and see if I can help.
Can you please email your details to email@example.com including, account number address and date of birth? We will investigate and respond to you.
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