Can do better
EnergyAust responded to my numerous emails and have committed to rectifying the issue I raised.
Hopefully the stress caused by disruption to my billing cycle and bill being issued every 3 months as per contractual agreement has been resolved as advised in their customer service email.
The Australian Energy Regulator provided excellent advice and guidance on their website.
Complicated and Time consuming
Setup and reading more than one hour and final PDF does not include discounts
Says that contract can be changed or cancelled by E A at any time even though it is supposed to be a 24 month fixed term contract.
Hard to do the maths between plans and really why should you have to do that for what is an essential service.
Worse than mobile phone contracts.
Shame on you energy Australia. We are encouraged to go cleaner energy with solar, so what do you do, drop the feed in tariff rate. You and the government should be ashamed, but you don’t your big and powerful and couldn’t care less about us paying your wages.
So I needed to cancel an account as I'm moving. I went on the live chat they have on their website. Honestly best experience I've had with customer service. Super easy and quick. Had a minutes waiting time! Worker understood everything easily and was very polite and helpful. Will never go anywhere else for customer service.
Sadly they are no longer competive
I have (had) been with Energy Australia for perhaps 15+ years. Every time I heard about a better rate somewhere I called them, asked them to match it and they did. I was always a bit shirty I had to be on my toes keeping an eye out for the best rate going and having to call them to get them to match it. We got a hefty discount for paying by direct debit which I generally don't like doing but as the discount to pay on time by DD was generally in the region of $400 we did it and all was fine.
A few weeks ago we got a letter from them in the m...
They are better than the other providers that I had an account with. Staffs calling customers mostly are Australian, professional and clear. Their bills are also very clear and no roundabout. I'm happy with their online service seeing the history of bills and online payment.
Further "Energy" discount : why not?!
Rang art 9.30 am, 21/5/21 as a result of email sent me, re: a 27% discount, me being Seniors Card holder and got one : " Erin " ( very helpful indeed ), who confirmed I could, online, switch to new Plan, which I did with no trouble at all ! Very professional method you have in place, good communication with Erin , and all this makes dealing with any service/firm extremely good for us, your customers. Good business sense as encourages us of course to stay with you. Have noted in the past even, how , whoever I do speak to, when I've needed to r...ing : good communicators (essential ), and willing to explain any complicated issue with ongoing bill. They've been able to make the complex, become simple, or easire to understand, at least.So thanks for the assistance today from Erin . (hope I have his name correct: spoke to him at about 9.50am, 21/5/2021)Regards : Chris Murray
The reviewer stated that an incentive was offered for this review
Sigh. An hour of my life I'll never get back again...
I received my latest power bill. There were three (3) issues, none of which have been resolved on my call to the call centre. Very polite, but very hopeless. I suspect that they are fed rubbish, so all they can tell me is...rubbish. As you can see below, it all seems a bit slippery.
Issue 1 - signing up to PowerResponse ie where you get paid to turn down the power on a nominated high load day. Emails from them and on their website says "PowerResponse is completely voluntary - it’s up to you if you choose to take part." No, apparently it isn't....I haven't signed up, but nevertheless I was signed up (it's on my bill) and no-one told me. Issue 2 - the graph on page 3 tells me that I have reduced my usage by 71% compared to the bill same time last year. No, actually it is only close to a 10% reduction looking at their figures. Where are they getting their figures from? The call centre had no idea. If they can't get this right then what else are they getting wrong? Issue 3 - the comparison table on page 3 had no table markings ie 1 person household, 2 person household etc. The second call centre person says it is because of the web browser that I use. The bill is a PDF. Information is stuck/fixed to the page in a PDF. Yep, I feel I can really trust them to get data right. Call centre was going to resend. They didn't. And so went an hour of my time to enquire about niggly things that indicate perhaps bigger issues. This all comes on top of a recent email telling me that "oops we forgot to tell you that we will be reducing your solar tariff feed in amount". I will be watching them closely.
Fine for me. No problems. Dropped FIT but not consumption price...
I'm with Energy Australia because I have a 15kW Solar PV system and most, if not all retailers that offer a decent FIT cap system size at 10kW. Energy Australia also allow you to cash out your account credit to your bank account, unlike some others (e.g. Alinta) that do not (i.e. your credit is worthless in reality). I'm paying 22c per kWhr to import power (only 9kWhr per day), 80c per day connection fee, and have a FIT of 8.5c per kw/hr (export ~50kWhr). Their app doesn't work properly for me (and their IT hasn't been able to sort it), but ...at the end of the day I received a 'bill' of $280 cash into my bank account for my first bill (i.e. a $280 credit) for 90 days. The only improvement would be a better FIT. I signed up at 11c and it dropped shortly thereafter to 8.5c. Their justification was the wholesale price of electricity as dropped - problem with that logic is that they didn't drop the price I pay to import electricity from 22c to 19.5c kWhr - it stayed the same! Customer service has been excellent in my experience. Haven't had a problem. If I ever do, I'll just switch to another retailer. I'll also switch if another retailer offers a better deal. It's pretty easy to do that after all.
Change electricity contracts
Standard home supply in small household used as a holiday home in winter. No further embellishments are required to bring this up to thirty words.
True truer truest etc etc etc
don't use if you have a choice
Services are alright, but they charge you for a call out fee to get the meter re-read when it was their issue that the initial reading put in the wrong number.
(my bill gone up from usual 200 to 1000) they said if I don't get a re-read and the next reading shows the difference (number gone back down), I will be credit back, but who knows.
Changed the Solar feed in tariff without notification
I have been with Energy Australia for over 10 years. I got solar panels and switched to a new plan. First bill and they reduced the solar feed in tariff without notification. Contacted them and after 7 days, one live chat and 2 phone calls they still cannot produce the notification. Even with a SPECIALIST saying they would do it in 48 hours. Even their SPECIALIST can’t find the notification and unable to send it. Changing contract details such as rates without notification is very poor and a good way to lose customers. Wasted too much time with them on this. I have switched to a better deal and getting close to my my original contracted feed in tariff rate.
Was given a trial period with EnergyAustralia.
However overpriced for the annual (3 month period). For a single apartment owner.
If EA charged/billed monthly (not annually). I would transfer right back too EA.
However probably not possible anytime soon. If most Australian Power Distributers
charged/billed per month. Pretty sure they would probably force Dodo out of business by now.
While also saving on using overseas resources for added power too Australian homeowners & businesses.
I have my elec and Gas acc with them, good customer service, the online account is easy to use. they not have chat as well, overall pretty happy with them!
The reviewer stated that an incentive was offered for this review
Hassle free service
I found the service these guys provided to be exceptional, the only let down was the recent drop in solar export. I have only had one reason to contact them throughout the last 2 and a bit years and I had no problem getting through to them and getting it sorted out fast. I was never bombarded with rubbish emails or phone calls either, they left me alone, which is how I like it.
Questions & Answers
Why is there not even ONE answer/attempt by Energy Australia representative, to clarify, or manage, the high level of customer disgust at poorest service; complaints and dissatisfaction submitted on this website?
I am installing a 10kw solar system, can I swap extra power credits for gas credits if I’m with energy aust for both gas and power
Can you please tell me what rate i am on with my solar
Get an answer from our members and EnergyAustralia representatives
|Services Provided||Electricity, Gas and Solar Feed-In Tariffs|
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