EnergyAustralia

Terrible service. Just changed plans and no discount wasn’t applied to the bill. When I went to question this I waited in the queue from 8:17pm contacted at 8:43 then the person said they would read my question- then didn’t reply and waited till 8:53 with no help - when they then said they were now closing and to contact them again tomorrow. Changing companies!! Show details

would have stayed if you didn't end my current cost saving plan automatically. i'm pretty sure you guys offer less for new customers. Show details

The dodgiest, most corrupted Australian energy provider. They promise you discounts before you join, and after you join, it's all forgotten. They promise 24/7 support ( see photos), but when you try to reach out, it's only Mon-Sat or Mon-Fri. See in the photos, literally lying in your face ! Their website is an absolute rubbish, you can't login, it's often broken and "they're sorry". A complete shame of a business Show details

A long story, maddening customer service - actually, no service at all. Because I was moving house, I contacted customer service in August to request my connection be disconnected and my account closed on September 8th. The customer service confirmed that it had been set up. However, it wasn’t. I didn’t receive my final bill until I finally got… Read more

one covering August 23 to September 23, they didn't disconnected my service as requested. (On September 16, I contacted customer service twice, and all they did was tell me to wait, swearing that my account was “pending closing” and my bill would end on September 8. Their customer service is just full of empty promises, and every time I contact them, I have to wait almost an hour)

I sent them an email, but they didn’t reply or apologize at all. Instead, they reissued the bill and claimed I was “undercharged.” Excuse me? It was their mistake, my bill was overcharged, yet they call it "undercharged"? And the new bill isn’t even based on the actual meter reading, but “Charges based on an estimated meter reading.” Based on my review of the previous incorrect bill (32 days, 201 kWh), it seems they simply calculated an average daily usage and multiplied it by the revised billing period (17 days). This method is flawed for two reasons:

1) Although I requested disconnection for September 8, I had already moved out on September 1. From September 1 to September 8, the property was vacant, meaning there could not have been any electricity usage.

2) To my knowledge, new tenants moved in on September 9. From September 9 to September 23, it was their usage, not mine. How can they estimate my consumption based on another occupant’s electricity usage?

Because of these issues, I sent another email, and a customer service representative named [Name Removed] told me to take a photo of the meter for verification purposes. Excuse me? Did you even read my email carefully? I have already moved out, and the property is now occupied by someone else. The meter is no longer my property, how could I take a photo of others' meter? And she told me I could contact their online chat. Excuse me again? If your online chat could solve the problem, I wouldn’t have wasted my time emailing you. I attached all my previous communications with their online chats. Shoudn't [Name Removed] read them carefully and use a little common sense? [Name Removed] also metioned "the estimated readings are derived from my historical usage data". But in fact, this estimated reading doesn’t match any of my previous bills. The only one it matches is the earlier incorrect bill, so they used a wrong bill to estimate my usage, while falsely claiming that it was based on my historical data. Completely SHAME!!!

I have never seen such terrible service in my life.

Online services are decent and cost wise also one of the competitive provider out there. Customer services is crap though. Recent call to terminate an account had me in for almost an hour, and finally ended with option to get a call back later (which i did ask, if was an option). Show details

I had a billing issue with my Gas account. I tried the online chat option & got absolutely nowhere & in addition was waiting between 10 & 20mins between responses, after being told 3-5mins. 1hr & 40mins later I gave up. I then called the Customer service representative line. I didn’t wait long to be put through to a CR rep but somehow they were… Read more

also unable to resolve my complaint. The CR representative also literally asked me questions that were completely irrelevant to my query, like if I had another property? I asked the guy if he was in Australia (already knew the answer but Canstar have EnergyAustralia as having an Australian call centre. The CR representative confirmed he was overseas. Frustrating & time consuming to say the least. Changing my energy retailer to one with an Australian call centre, even if it costs a little more

Energy Australia — RENAME the Company- There is nothing Australian about it !!! – The most woeful Company, I would say, operating in Australia. I have been on a Smart Meter for the last 5 years and always my Energy Retailers— Energy Australia in 2019, AGL and Powershop have billed me for Single Rate Tariff for usage. I changed to… Read more

Energy Australia again after 5 years and I was told over the phone that I will be paying a Supply Charge of 118.9 Cents and a Usage Charge of 30.03 Cents (rounded off). Plus I will get a solar feed in tariff. My first bill came last week showing Charges which I had never experienced before — The Demand Charges for Summer, the period between summer and winter, off peak and peak demand charges, making the Bill too complicated and even harder to control consumption at the time you need Electricity most. That was almost 25% more than the charges I was expecting. While they were paying me 12 cents for kWh FIT exported, they were charging me almost 50 cents per kWh consumed. Those Demand Charges vary by the time of day. The way Energy Australia has sneaked in these Charges without telling me over the phone , only in the fine print, has been absurd and I feel for those Customers who don’t even look at their Bill or cannot understand why the Charges have appeared on the Bill. Charging on the Bill was one issue, but dealing with their miserable and lousy Customer Service was another ball game. I called them straight after I received the Bill and the lady wanted to sell me GAS, as well. The Call lasted 65 Minutes and she said I will be better off on Time of Use Rates. When asked how much they were, she said it was a Single Rate. It took me another 2 Calls before they gave me the Rates, which were even more than Demand Rates (64.3 cents/kwh peak, 27.69 cents/kwh off peak and 36.04 cents/kwh shoulder). I was told last week, after one hour, a Specialist Team member will call me in 5 Days to refund the excess charged and to put me on a new plan. No call received, except a Survey. I called again and again it took them an hour of deliberation, and still no rates were given. I decided to call their Complaints Department and after being put on hold for 10 minutes, I was told that they can help out. At no Stage was my request to lodge an official complaint taken seriously. How can such a shoddy Company ever operate in Australia? Finally, I was given the rates for Time of Use Plan and to keep me as a valued Customer, I was given 21% and then 25% Discount plus $75 one off. The Rates were read out and a Text message with links to the Plan Booklet was sent and I was asked to Agree to them. I clicked on the Link and did not find the Plan they were putting me on. Called again and the Consultant said that just click Agree and the Plan has been discussed with me verbally and the welcome pack will be in the Mail soon. That has shaken my confidence in Energy Australia that they are asking me to agree to a Plan, which I cannot even see the details of. Other Plans were there clearly. They cannot even tell me the Plan ID. When I told them AGL was offering Single Rate Tariff for my property, they did not believe. They searched online and still said that was not the case. At which point, I called Ausgrid to confirm. I am on a Smart Meter, but retailers like Energy Australia are jumping the gun and taking people off Single Rate Tariffs to the harder to understand Demand Tariff, which is more profitable for them. I will NEVER use ENERGY AUSTRALIA again for their woeful service, standards of which are at the lowest level. I don’t blame the Staff I talked to, but the Senior Management, who wasted 4-5 hours of my and their staff”s precious time. I recommend others not to use this Company and to stay clear of their sneaky acts at this time of cost of living crisis. Lastly, I am left wondering that I called them today to Complain, but still ended with a new Plan. That’s it. I have changed Energy Retailer now and never will use Energy Australia again. Shame on you, Senior Managers of Energy Australia……

PS: As the day has passed, I have checked the site again and they have just overhauled their rates. Now it is showing Single Rate Tariff. In the morning, all Rates had Demand Tariff and the Company was selling me Time of Use Tariff. This Company is NOT TO BE TRUSTED as they know, during autumn, the demand tariff does not work. So they are staying away from it and will bring it back next summer. What they were discussing with me in the morning and I spent hours over the last week, has all gone out of the window. But, I am not calling them again.