Discounts and ID
I have always been with this company, nearly 40 years. Any issues I have had have always been resolved quickly. My bills have been reasonable and customer service has always been easy to deal with. Today I called asking about a discount on my bill and was told I could only get a discount if I agreed to a higher usage and supply rate. I said no and I will be going to another company. EA called me back within 10 minutes and offered me a good rate and discount (I was a bit shocked that this wasn’t offered in the first place). I was then told if I ...didn’t hand over some ID (license number, passport number etc) I couldn’t get the discount. As I have had my identity stolen in the past I am very reluctant to do that. I was then told I would not be getting any discount if I didn’t give them some sort of ID. Is this a real thing??? Why does a utility company need my ID? I am really disappointed in the service today and sadly I will now have to shop around for another supplier.
I have been with this company for years I miss one payment on my plan and they ring the whole family just over a $200 payment I missed its not energy Australia anymore it's energy India and you can't understand what they are saying not happy Jan
Aren't the cheapest.
We have Energy Australia for both Gas and Electricity and like everyone else have seen steady rise in both. Of the four established retailers we reviewed they were the most expensive on electricity and second most expensive on gas.
In general the service has been okay. Power supply is reliable over the five years we have been with them. Customer service is okay, but never needed to have any issues to be resolved. Found best to always pay well ahead of time to maintain full discount.
Service Charges are a Rip Off, Companies are Bleeding us Dry
So now the Service Charge for Gas for 2 Months is $56.73, so for not using any Gas at all for the last two months, I still have to Pay $56.73. for what? about 10% of that is for infrastructure upkeep, the rest is for Lining Pockets of greedy people.
I think I will be getting my Gas disconnected, and just start using the Split System for Heating and Cooling, I will at least save $340 a year on Gas service Charges. " Plus electricity is now cheaper than gas to run for Heating".
We are not the Lucky Country any more we are the Gullible Mug C...ountry. We have the gas reserves and pay more for our gas than the countries we export it too, the Politicians need to be held accountable for there destruction of this once great country. But what's that I hear, we have a huge country and few people, so the gas needs to be piped over longer distances to less people, Well most of the population in Australia is clumped around the edge, and other countries are far further away, its just that they are not as conned as Australians.
Extremely Poor Customer Service
I have been managing my sons investment property for the past ten years, just recently our honourable tenants chose to move on after 2 years, the tenant applied for meter readings to be carried out, we took possession of the property 2 days later, prior to our tenants moving out we did request a connection with energy Australia , we were assured All was well via text message , at this stage we had tradesman all lined up to commence different tasks,
To our dismay there was no power the on the day we arranged for tradesman to commence work, w...
Quick to raise tariffs but slow to inform on discounts
So I've been with Energy Australia for just over a year, but recently after a higher than usual bill I realised I'm getting a lower discount than what is currently offered to new customers. Admittedly I should have checked regularly but with that's happening in life some things just gets slipped.
I don't like the way they are quick the raise prices but when it comes to discounts they don't inform you. I called customer service to see if the discount can be applied to the current bill but they won't do it.
This is typical of large businesses...
Okay when Connected But
I had my Gas and Electricity service disconnected in May 2015 as I sold the property, I then received a letter from a debt collector in August 2017 chasing payment for a Gas Bill at that property for service between June 2016 and July 2016, are these guys for real??? they won't talk to me as it is in the hands of the debt collectors, so now I have to run around getting Stat decs old bills and lease agreements to prove it isn't me living there, I wonder if they will pay for my time when they work out one of there Clerks pressed the wrong button. Not happy and would never consider them again.
Last bill tripleled!! Customer service not the best
My last bill have gone up 3 times and i dont know the reason! ! Nothing changed from my side of using the electricity. I had a reasonable bill ammounts for more than 2 years and now i get the bill that i dont know how i am going to pay for! Put me into lot of stress. I called the company few times, asked for a previous bill copy to be sent out to me so i can compare they guy ont the phone said it will take 24 h before i can recieve the copy via email. He than suggested going online and logging in to see billing history. Which i did and i couldn...t open up my bill coppies because of error on the website. Than i had to call them again and this time lady answered the phone and not introducing herself i had to ask for her name. It was Cara , as soon as i try to explain my issues she HANGED UP ON ME! So i had to call again and this time someone else answered to finally send me copy straight away on my email saying their website has issues for some reason. The person was very uninterested in issues that i was having so i couldnt be bothered talking anymore. Getting a bill that is more than a double after 2 years of consistent billing is just ridiculous and doesnt make any sense. Plus customer service is poor. Im changing the company ASAP!!
Great price and customer service
I moved to Energy Australia 4 months ago, easy process and kept me up to date. First bill I missed due date and remembered early next day and paid. Called customer service and no dramas they still allowed the discount, understanding was my first bill and a genuine error. So great to have genuine understanding and great customer service. Very happy with my experience.
December 14th 2019 Update: Long term customer becoming concerned about their billing system.
I have been with Energy Australia previous Tru Energy for a number of years. I receiv...ed an email this week with an adjusted invoice $103 more than the previous that I had already paid. I called and was advised their system was down and someone would call me within 24 hours. 48 hours later no call. I have also seen the drop in satisfaction in reviews and in particular invoicing. Might be time to shop around for a new provider.
Whilst the staff at energy Australia are polite I find it disgraceful that my power bill is $390 for a quarter. I live alone in a two bedroom apartment. Rarely cook have no heating or cooling minimal use of lighting have a water system less than a year old do washing once a week (two loads) and at work during the week.
Cannot get final account on
We finally decided to move to Red Energy who have been great to date you even talk to someone there BUT even our final account with Energy Australia they had an accounts department clitch and could not take the money out of our account on time 3 weeks late how can you budget when they are this bad.
Meter readers out of control + overcharging
I had problems wit EA before. The meter reading was too high. It took me a lot of effort to have it corrected.
Now, knowing about tariff changes, I photographed my meter every day at the same time for two weeks. The final reading on the invoice is 77 kWh LOWER than it was recorded by me. It comes to around $3, because that 77 kWh will be charged at the next reading for the new charge. How many customers does EA have? Do they under-quote now every customer?
Of, BTW, your subcontractor reader lost his ID.
Have You Checked What The New Rates from 1/7/17 actually are?
For a start Energy Australia have changed the times for their Peak Rate from 2pm to 8pm to 3pm to 9pm.
The increases that I have been quoted are as follows:
Peak Usage 11.5%
Off Peak Usage 38%
Shoulder Usage 26.5%
Daily Supply Charge 10.52%
As can be seen some of these increases are daylight robbery and will not be noticed by most customers until they see their bills. Anybody with a pool and off peak hot water will see this part of their electricity costs increase by 38%.
The change in Peak rate times also means another 90 hours a quarter when all the family are at home using electricity 8pm to 9pm whereas the usage between 2pm and 3pm would be minimal.
3 Phase Smart Metre STUFF UP???"/NSW Government will continue to pay you at the Solar Bonus Scheme r
8 solar panels
I can't remember 6 years ago.
My power is reliable but I do have medical coverage, several dropouts for only a few minutes
I was VERY PLEASED with EA until this Smart Metre STUFF UP!!!!!!! I was one of the first to install solar panels through Energy Australia BEFORE SMART METRES. I have made over 30 'phone calls to Energy Australia and the IHAB team since 24/11/07. They told me they were out of smart metres for 3 phase customers. Then in January they said that they were installing single phase first then 3 phase smart metre...
Dishonest & disrespectful company
We had a gas leakage for approx two years and we were massively overcharged during that period. Now, Energy Australia is refusing to reimburse us for the money extra charged. The dispute's ongoing for more than three months, and they are blaming the supplier (Jemena). The fact is that we don't have a contractual agreement with the supplier, we have with EA. They are very quick to get our money, but dishonest and disrespectful when they have to refund us. A gas leakage is a very serious safety matter. They not only put us in risk, but our neighbours too. After wasting a lot of our time trying to negotiate with them, we reported the matter to the Ombudsman and the Fair Trading. The worst company ever!
OMG! I'm trying to choose a service provider for gas & electricity and used compare the market. Do Do came out as cheapest but the reviews were so very bad that I thought I'd just go to Energy Australia. Your reviews are worse!! I'm terrified ti sign up with anyone. What is a customer supposed to do? Customer Service is absolutely terrible and no one knows what they are doing, such a sad state of affairs.
This mob do not call back and when they do its someone on the end of the line that cannot be understood. They even now want to charge $1.69 if you want a paper bill. I've spoken to the energy ombudsman and was told this can't be applied. My advice hold it back when paying.
bad call back service, badly delay no response
I have been waiting for a call back due to NSW Solar Bonus Scheme closure issue, but never get any call back , I have been called 3 times ask for more call backs, but it still on the waiting list, its been a month.
World's most frustrating customer service
I have been a EA customer for years having no issue with them. Their prices are competitive which is good. However, when you have a problem, their customer service is just appalling.
The problem started when I moved houses and they promised a special meter read at my new premise. However, they did not do a new meter read and ended up estimating all my gas bills, coming up with fictitious numbers which truly doesn't match up. I have been trying to contact them for 2.5 months and asked them to give me a call and pointed these matters so many t...imes but they apparently lost all my documents and email trail that I have been providing diligently and promptly. Other businesses, when promised of a personalised service, do allocate a direct form of contact with just one officer. Not with EA. I have been asking for a full review for months and they still have not been able to do, each time promising to escalate the matter only for the matter to be still stuck at the bottom level of Customer service team. They promised me of a special treatment of allocating one service member to work with directly but they only provided me the general email add for point of contact which they take days to respond each time- no direct service at all. - Truly frustrating. I give them 2 stars for their competitive prices for their service.
Started with E.A. on a pensioner discount which diminished till I was on full retail. Rang them and they made an offer and I said I would still look around well next bill was higher. So I rang again and was told it couldn't be changed. Have switched to Lumo and now getting offers of better rates, etc. They had every chance to keep me but blew it several times.
I made the mistake of doing an online move when I changed address. When I got to my new address I managed to attract a number of bills some weeks later including for the closed accounts (which had been paid for) at the old address.
The usual merry go round ensued with the call centre without resolution and it was only after I managed to get through to and Australian rep in Bundoora did it finally resolve.
They are not alone and Telstra and Coles Insurance seem to have the same flawed billing systems with call center operatives with no power (pun intended).
Oh for the good old days of the SECV and Gas and Fuel.
Privatisation has been an unmitigated disaster.
Supply cost differences between coast and inland NSW.
Having contacted Energy Australia, cannot seem to provide an answer as to why the supply cost which is a fixed charge beyond consumer control is twice the price I west of the GDR when the towns are within same distance of major regional centres? Also why a cost to read the meter is almost three times the cost inland for same areas than on the coast?
Although now on natural gas for hot water ( instant heatinre flow as opposed to constant electrical heating, ) cooking appliances and heating, the electricity account received although soundin...g less than half the kWH, was greater than previous bill ( increase July 1 not included). Why is it that the management has the right to charge what they feel the market will bear rather than what is fair and reasonable? It is an essential commodity so why does the average Australian have to pay for shareholder profits for the rich? Why do we have to put up with any old reason provided such as increased costs to maintain poles and wires when these exist everywhere? Sure the maintenance costs may be more in isolated areas but of cost evened out from coast to inland borders is insignificant? Don't know about anyone lose but am tired of the lies and spin! Where is their customer relations?
Bill price increases!
So, all energy companies have raised their prices. Great. Is it because so many households are installing solar panels? I've read the actual reason why prices are going up and I do not believe it for one second. How about you buck the trend and keep your service fee the same as it was? Look after your customers, especially the loyal ones.
No Follow Up
Wow, how I wished I read these reviews prior to signing with EA. My account started on Jan 21 this year and I am still waiting on an accurate invoice. I was advised by card that my bill was being read on 25/05/16. Low and behold my invoice arrived on 19/05/2016. After ringing and querying my bill of only $157 for 5 months (appeared very low for 5 months), I was firmly told the bill was correct and the meter was read. Amazing! I have a large, very barky dog who does not allow strangers in. I questioned this and was again told by the consultant t...hat the meter was read. I rang again on 26th May and spoke to [name removed] who advised the meter wasn't read. I gave a reading over the phone and she would most definitely call me back the next day. It's now Tuesday late avo and still waiting for my call back and correct invoice. What are my chances.
Price Increase letter and prices Jan 2016
I just received a letter from EA saying that their prices for GAS are increasing. I think you need to reword the letter as you stated (Or looks like you are stating) the first 27.4 mj per day was $2.64 and the second block of 21.9 mj per day is $2.09. This can be misinterpreted to mean the first 49.3 mj for the day will cost $2.64 + $2.09 = $4.73. I think the letter should have said 0.0264 per MJ. hence, the first 27.4 mj will cost .72 cents and the second 21.9 mj will cost .45 cents = $1.17 - Just a bit confusing.. I think if you give people a per MJ cost in the letters they can understand it better. Just some feedback for you. thx
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