Have always been easy to deal with and have been able to assist with any issues I have had. The transfer process to our new home was so simple. I also love that I can monitor my account online through an easy to use app.
When challenging you bill and being offered another meter reading for a price, dont except this as the same person who read the meter before will read it again, he is a subcontractor of Ausgrid.
'Have found out thru contact with Ausgrid who read our meters that the subcontractor for our area is unreliable and is not saying they are estimated readings. I have referred this to the Ombudsman (EWON) and local MP for investigation.
my part payments
had a ? about my part payments got nowhere on the live chat online after nearly an hour was given the 1800 number 2 call didn't hav 2 wait & had my ?s answered by a very polite man
Discount was reduced
Energy Australia was giving me 27% discount which I was happy with, they contacted me about 4 months ago and reduce my discount to 20% Anytime Saver
I am trying to get a better deal now with another company that hopefully will have lower consumption charges
Energy Australia has been contacted multiple times regarding an interstate move.
We moved from one hot 2-bed unit to a 2nd 2 bed unit 120 kms north right on the waterfront. Our bills jumped from $265/qr to $325 for the next 52days of one QR.
Energy Australia asked for photos of the meters and 5 days later there is no reply blaming the retailers for the short cycle.
The solution offered was to charge us 52% of the average previous consumption.
No rely has been offered.
No issues, have been fine.
I have been with Energy Australia (elec & gas) for years now. I have never had any issues. I called recently to see if there were any newer plans that I could switch to, to get a better deal and they were more than happy to offer a plan with more discounts. I always pay on time so we get the bulk of the discounts for that.
Unfair, unprofessional service
No loyalty, no policies, they send me bill in January and then other bill again in January with double $$$ and “option” for pay due to February!!!
after debates, they are agreed to "extend add “second bill” to my original 3 months cycle. Which is must happen on April, no apologies, no discounts, was not offered!!!
The customer service just acted like a normal, that nothing wrong happens, people apparently can get two different electricity bills on the same month." Ridiculuous.
Oh yes and, about discount, two weeks ago they offered discount, today when I spoke to other customer representative, he hasn’t idea and didn’t accept any discount which were offered earlier.
No service. Fake promises.
I have had problems with both my gas and electricity.
The gas problem was due to an incorrect meter read. Resulting in several hundred more dollar bill. Contact the “service” department and get told to pay it and it will be sorted next bill. Not an option being on a tight income. After getting very upset and several calls later finally had an estimated read done after I provided photos of my meter. That took lots of convincing to do. Low and behold the bill was several hundred cheaper than what they expected me to pay.
Regarding the elect...ricity account. I pay on their regular payment plan. Kept my payments going as arranged. For some reason their computer decided to send me over due notices despite paying. Months of calls this was not rectified. Then final insult to injury they removed my pay on time discount because apparently I didn’t pay. Which I did!!!! So I had to go to the ombudsman. Funny the billing problems were fixed as soon as that complaint was loaded. However I was promised $90 credit for the problems. Didn’t get that. Has to chase it up. Finally when I got someone decent they spoke to a supervisor and it finally happened. We shouldn’t have to go to the ombudsman to get an outcome. Especially when I am paying my bills and just want to get what I am promised. Not hounded for over due accounts which are actually not over due
No loyalty to existing customerso
Contacted Energy Australia this morning because the discounts I was receiving were much less than ne customers were being offered. I also applied for a rebate as a senior citizen but was told that my residential postcode was not the same as that registered and that I would need to get a letter from Council, etc. no offer of matching discounts given to new customers so I changed my electricity provider with no hassles. M bills from Energy Australia for both Electricity and Gas are the highest I have ever rceived and greater than any bill ever received from previous energy retailer. No loyalty it appears to existing customers
They gave me the right discount as they promised
So far so good . I've only been with them for 3 Months hopefully they will stay delivering as promised
Review collected in partnership with EnergyAustralia
Haven't found anything better
I've been with energy Australia for 4 years now and am very happy with the service. Bills arrive on time, reasonable prices and I get a good pay-on-time discount.
I tried another energy company for about 6 months and the service didn't compare, with bills arriving late, no discounts and poor customer service over the phone. I switched back to energy Australia and they have always been friendly and helpful over the phone.
Only one issue early on when they sent a couple of bills to the wrong address, but they were apologetic, solved the problem and since I switched to receiving bills through emails I haven't had a problem.
Unacceptable energy rates increase
This is a copy of complaint emailed to Energy Australia for your perusal. Until customers are proactive in taking a stand, providers will continue to try to exploit customers.
We currently have BOTH electricity and gas supplied by Energy Australia.
Further to our phone complaint last week regarding notification letter (18/12/2018) of increase to gas rates, we reiterate that Energy Australia’s increase is unacceptable and unjustified. If Energy Australia is able to lock in customers to a two year plan with no increase to supply charges, th...en clearly the increase as of 2 January is unwarranted. This is both a form of blackmail and poor marketing on your part to prevent customers from changing providers. In light of both federal and state governments aiming to reduce energy costs, providers such as Enery Australia are aiming to circumvent this by increasing costs to the customer (only recently Energy had increased electricity rates). We find your methods unacceptable and unconsciable. Furthermore, the lack of follow-up by a senior team member to our phone complaint is a further demonstration of Energy Australia’s apparent indifference to their customers. Fortunately, there are other providers, and we are informing you that we will be changing providers when office hours resume on Wednesday.
I found new development application process efficient, I have done many applications with EA their process is easy to understand and the staff most proficient and helpful. Billing the same and we have done many new connections
Lots of negative reviews but I'll give it a try anyway, I applied online and it was convenient let
Lots of negative statement here but I'll give it a try anyway as one of my friend told me that their bills was become lower compared to their previous provider, I have just finished applying online and find it very convenient, let's see how we go!!
A solar experience somewhat less than perfect
It seems that if you are going to have solar installed by Energy Australia, you should plan on being very patient and persistent.
We signed a contract to install a system at our house in December 2017, and, after a bit of delay waiting for batteries, the installation was completed and signed off in early April 2018. It was a quite big system, with 34 270W panels, 34 inverters and a 13.5kWh Tesla Powerwall 2; it also involved the installation of a new smart meter.
Everything seemed fine : the software was telling me that the system was p...roducing more power than we were using, and the Tesla App showed the battery and the power flow seemingly working as they should. I was a little dismayed therefore when our October 2018 Energy Australia account arrived showing that our usage (and the bill) was much the same as for the same period the previous year. The Tesla app now could not find the battery and reported it as not functioning. I rang Energy Australia about this - they said that the meter had not been commissioned and arranged for this to be done (this took a few days) and assured me that this should fix the Tesla problem. A couple of weeks later when the Tesla app display had not changed, I rang again about the problem. This time I was told that the billing system was not recognising the operation of the solar system (I was still being charged for power we were producing ourselves rather than being credited for power going back into the grid), and put in touch with Tesla about the battery. The operator there talked me through isolating and turning off the battery, the restarting it - when this didn’t work I was told that the problem had been escalated and that I would hear from technical personnel in a few days. It’s been more than a few days and I have not heard from anyone, so I guess it’s back to the telephone to try to get something moving. The staff are friendly and as helpful as I guess the company systems let them be, but it’s pretty frustrating. We’ve paid $26000 for the solar system, I’ve even paid the October bill which I know to be wrong (I do not want to get caught up in the machinery a dumb monster of a collection system - I know the nuisance that can be), but after nearly 7 months we are in much the same position we were in before we started. Despite the efforts of the people we have dealt with, and pleasant as they have been to deal with, it’s like walking in molasses. If you are about to buy a system from this company ... take a deep breath.
Anytime Saver plan no different to Flexi Saver?
I recently changed from the 'Flexi Saver' plan to 'Anytime Saver' plan as I'm always worried I'll forget to pay the bill by the due date and miss out on the discount.
What an absolute farce. From what I can tell they are one and the same.
'Anytime Saver' is touted as the discount applying regardless of whether or not the bill is paid on time and yet my new bill states a price with the discount only available until a due date, but if paid after, a higher, undiscounted amount applies.
That is absolutely no different to the Flexi saver. (The only difference being that the Flexi Saver discount is lower).
False advertising Energy Australia. I will be changing retailers asap as you are clearly unscrupulous.
There is a reason for the low rating by the majority of reviewers!!!
Not happy with this provider of late.
Having gone through a prolonged process with this provider I have made a change from my initial rating of a single * to 2 *s. Steady they have done the research and recognised an issue. Nevertheless they have lost a loyal customer.
Made a payment which was made by bill pay due on required date. The way I have always paid the bill. About a fortnight later received a call from what seemed to be an overseas call centre indicating the the payment was "late" and politely asking for an additional $60+. Indicate...
I had solar panels installed 2 months ago, however, I cannot use the solar energy because EA hasn't changed my meter yet.The first tie they were supposed to come and change it, they didn't show up. The second time they rang me on that day and said they are cancelling as the electrician took the day off. Haven't heard from them since. Obviously, customers getting energy from the sun are not good for business. I'm sure another energy provider would change my meter within 24 hours if I go with them. I just might
November 16th 2018 Update: Disa...ppointed customer I've installed solar panels almost 3 months ago and I'm still waiting on E A to change my meter. Last time I spoke with them I was told the electrician took a sickie and they cancelled the appointment. Now they avoid talking with me and hang up when I call. Worst customer service. Do yourself a favour and stay away from them.
Have been with Energy Aus for years and was happy until last bill came in. Last year my daily kws for same period was 18.29kwh per day. this year Its 28.07kwh per day =$8.25 a a day.We are 2 people in a small unit and nothing has changed in 12 mths, same heater, same fridge same habits. When I enquired about this bill they suggested i follow their tips for power usage or switch to a better rate. This still does not explain how the usage has increased so dramatically! What a insult to suggest i use my appliances differently. They don't care or even try to explain a reason for increase! And I did turn off all appliances to check that the meter was not running when not in use.
Expensive ripoff and bad customer service.
I have electricity and gas with Energy Australia and I think they are too expensive as my electricity account has increased by 200% and my gas bill by 350% in the last quarter. And I rang customer service to make a payment arrangement and the person I talked to couldn't speak English very well and had difficulty understanding what I was saying. Pretty poor. And they made an arrangement with me to pay regular instalments then cancelled the arrangement causing my gas bill to become payable immediately. Not satisfied.
Review collected in partnership with EnergyAustralia
I was with Energy Australia for nearly 20 years. Went with the ups and downs, but often not really understanding how the bills were calculated (understood this to be much the same with most energy providers). It was when leaving an address and requesting the final bill that I became disillusioned. The final bill was based on an estimated meter reading and was higher than what would have been expected. I paid over the phone during the hectic period of moving home before seeing the physical bill with the "estimated". The final bill was for a shor...ter period than the previous three winter month period and yet was over $120 more. So the final bill was more than a bill for a longer period that had included heating costs. There was also a Special Meter Read - Final Read charge when there appears to have been no final meter read but an estimate (standard c. $11 fee for closing account so probably okay). After a letter of inquiry and phone calls, Energy Australia informed me they had sought a meter reading after I had left the property and they explained how the calculations were then made to come to a figure actually more than the estimated charge. To their credit the Customer Service person was diligent and chased the information for me. They called me back explaining things. I had considered contacting EWON but was left feeling lost in Energy Australia's explanations that appeared to settle the case. Unless the prices rose so significantly in a very short time it just did not make sense how the shorter final bill could cost so much more than the previous 3 month bill.
Overall very happy
So firstly, the reason i am writing this is due to the fact i have been happy with Energy Australias services since my complaint some years ago.
I believe they do deserve a better rating than 1 star.
I have been working for a giant company myself for some time now and understand that alot of customer service gets offshored usually to manilla as they are cheaper and can manage alot of basic tasks which is how the company gets more done, but they obviously recognise the true value of customer service.
There are idiots and rude people every...where, so if you do speak to one and demand managers and get hung up on, you obviously had a bad experience. So ive learnt to always ensure you get their name as the calls can be monitored. If their attitude stunk, its likely they could be dismissed eventually as people around them wouldn't want to work with them either. I recommend if you have any issues to escalate to as high up manager as you can get. Provided you have a valid point and are genuine then you should be looked after. We have ACCC if that fails. I have been receiving my discount and communication of new increases is always open. My quotes ive received from other companies could never compete on price as alot of them buy off the grid from Energy Australia anyway!
Should I stay or leave? Energy Australia
I've been with Energy Australia for about 7 years.
But my bill just got higher and higher for me. I pay about roughly $270,- every three months. I live by myself. That's fine for me so far. But recently Ive got call from other energy company to tell me to switch with them for 25‰ cheaper guaranty. I'm confuse. Any advice for me, guys?
My energy acc ref.: 10014824410004
Shame they don't award 0 stars for customer service.
Where do I start? Order a solar system in late November. Have to send photos of the meter box to make sure all is good. Photos sent, technician ordered. Arrives 3/1/18 and we are told it can't be done because a breaker isn't installed. Have to get a specialist sparkie to do the job. In January. Get one put in in late January. The breaker is obvious after installation and clearly marked. Photos sent remember - why couldn't you tell us THEN that we needed this item?
A myriad of problems since, culminating with an ENQUIRIES SPECIALIST e-mailing ...
This is the second time we have received late bills due to a technical issue ( not being able to gather the information to produce a bill ). Interestingly the meter read dates on the bills seem to be correct. In this day an age with smart meters how can a company not send out bills on time, call me sceptical but this time last year the same thing happened, peak period higher bills - is it a money grab to capture out people who can’t pay on time thus loosing their pay on time discount ?? I have since paid my bill(s) so no issue there - however it does make you think....
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