Poor follow-up service
Moved into a new rental unit last year. Red Energy advised there was an issue with the gas meter self-read we supplied and a technician visited to check it. Technician said the meter is faulty and needs replacing.
Didn't hear anything further until I followed up with Red Energy 6 months (and 2 x gas bills) later. Turns out we have been charged for both bills thus far, based on an 'estimated reading'. Not sure what that estimation is based on given we are new tenants... Red Energy kindly followed up with Jemena who apologised for the lack of fo...llow-up after the technician visit and raised a new job number, advising that 'Zinfra' would be in contact to arrange a time to change the meter. One week later and no contact from Zinfra I called Jemena who raised yet another service order advising I will be contacted in the next 5 business days for the meter replacement. Disappointed with the lack of follow-up service which therefore requires me to proactively contact Jemena to ensure we are charged the correct rate for our gas usage.
Very bad attitude and bad service
If you went to the ombudsman, and you will deal with Steve Dooley who is the customer relations manager. He will use all sort of techniques, push the responsibility to strata, gaslight you. And he responded you without investigation and he refused to admitted afterwards. I will never talk to him on the phone because all he said might not count. He is not afraid of any complaints and not afraid of anyone. Enjoy playing games with you and doesn’t feel shame if you found out he is lying or play the games. Typical narissist and the most important , the problem is still not resolved. He just like creating the troubles and play the games with you to feed his ego and create more jobs for him.
Cash back offer - Jemena making it very hard to receive cash back
Six months later still have not received the credit card promised. Was told I had not submitted the claim, given wrong email, sent non working card, told the card would be despatched a week ago by express post, did not arrive yesterday, when emailed sent tracking number showing it had never been sent until yesterday 5/12/20 after 4pm, after my email sent. They seem to be deliberately making it incredibly hard to receive the cash back promised. Don't give up as too hard.
Call Janelle Newell (02)98677245 to complain - Customer Care Senior Specialist.
What a joke
No power = no lights, no heat, no cooking, no charging ability, no customer service. But it’s ok guys they will attend before midnight. So I’ll just have to sit here in the cold & dark and pay over $600 for the reconnection privilege.
Appalling Customer Service
The Jemena Limited plumber caused a hot water leak when changing a gas hot water meter. The plumber arrived unannounced. A week later I receive an undated letter from Jemena Limited advising the meter needs to be changed. After advising of the significant leak, the Jemena Limited plumber attempted a repair which failed. Common property has been damaged. Despite numerous call centre phone calls and prioritised repair promises the leak is still in evidence. Jemena Limited turns well over AU$110 million dollars annually. It is a shame some of this capital is not spent on quality plumbers and real customer service.
Founded in 1995 Jemena Limited is 60% owned by State Grid Corporation Of China and 40% owned by Singapore Power.
Terrible! Worst customer service!
Why is there no 0 star for the rating? Any say, I reported a gas leak coming from the gas meter or from one of the pipes attach to it. Fixed by them 3x before but obviously problem has not been solved as it keeps on coming back. To make it worse customer service rep on duty (19/10/2020) told me that if I don't answer their call then their inspectors would not come. Really, for a gas leak? VIP's??? Terrible.... Disgusting....
I have just received a massive bill based on an estimated meter read that is 455% times what it was for the same period last year. While looking, I noticed that the last bill also doubled in size. This company needs to be investigated.
No Customer Service
I swear someone needs to sabotage Jemena and put them out of business so that some other company with more responsibility can take over. The fact is that they have terrible customer service and can go f themselves with double sided dil**s
Waiting for 6 months for a new electricity connection for 14 apartments. Everybody on their team is either rude or incompetent. I'm amazed at how such a company can exist in 2020
2 months waiting for gas and counting
Over 2 months from original new connection request. $1000s of dollars and hours of my time wasted trying to get them and AGL to get our property connected. Winter with a small baby and two elderly grandparents and they have "escalated the issue" 3 times and still nothing. They tell you the wrong information and you get lost in beaurocracy. Avoid at all cost. If you don't call them all the time nothing will get done.
Hopeless, hopeless, hopeless.
Been trying to get these clowns to instal a meter on a new build for 2 MONTHS. They keep cancelling and wanting cancellation fees. HOPELESS
Overseas Owned Monopoly between Singapore and China
If you require Jemena to alter or relocated any of their gas network they literally have you held over a barrel for charging. You cannot go to another distributor as Jemena are the authority. Damage the network and it is an open cheque book as to what they will charge you.
In NSW Jemena owns the natural gas distribution network. They contract to Zinfra to maintain and build their network, however Zinfra are under the Jemena umbrella.
Jemena and Zinfra are both owned by as stated below.
Ownership of Zinfra
Zinfra is a 100 per cent owned operati...
Jemena Gas - one of the worst company in Australia.
I've made an appointment with them at 9am on Saturday to get my gas meter fixed. Unfortunately, i kept waiting for them for an hour at least. In the meantime, i haven't received any call from them.
Do they expect their customer to just sit around all day waiting for them?
Jemena company is definitely monopoly in Wentworth Point. Nothing we can do.
Please Do NOT use thier service and let all your friends know that.
The reviewer stated that an incentive was offered for this review
terrible but what choice have we got ??????
absolute joke, we've been waiting to have our gas connected for our small business in surry hills and can't get an install date and emails do not get replied to and still no date for installation.
The Technician came out and fixed the leak. He was efficient and polite, so now giving Jemena two stars.
However, he noted that there are only 2 or 3 Technicians on the whole of the north side of Sydney who are trained in the type of gas connection my unit has.
WOW! 2 or 3 for what - North Sydney to Hornsby - really? There are over 200 units in this complex at Lane Cove North alone.
I waited 4 weeks for this issue to be resolved...not good enough Jemena!
Jemena stands for joke
I’m a gasfitter and have been waiting for a week now to apply to get a standby connection for a customer. Started to call on Monday, after the meter bar and regulator were installed. It’s now Friday and finally received an offer to do the work, from Jemena. I’m thinking good and my poor customer can have a hot shower soon... NOOO their cheap website won’t accept the offer and goes to “error” msg. Now back to calling Jemena and waiting for them to call back... they never answer just let the call go to there msg centre...OMG BACK TO WHERE I START...ED. Try telling someone I’ll need to charge you 3 hrs for admin to get nothing!!! Hopeless joke unprofessional lumbering dinosaurs. Just some descriptive images that I get when the word Jemena appears.
Horrible Customer Service
Had to have our gas disconnected for demolition. Submitted application 6 weeks in advance and was promised 4 weeks maximum turnaround. Kept calling every week and got a disconnection date after asking the issue to be escalated. Unfortunately it didn’t go well and they had to come back. Kept calling and finally got our site booked on a wednesday. No one turned up, called them and they advised tomorrow thursday. No one turned up again so we called and was advised no update. We had to keep our demolition date so I rang their contractor Zinfra. I w...as told it was booked wednesday, moved thursday now booked monday. Jemena Customer service called to say it has always been booked monday. I told her she’s lying because we called them that week and their team has mentioned it was booked then moved and also their contractor told us the same thing. I was told that was impossible since it was always booked for the monday next week. I got enough and called the ombudsman. I told them the whole story and hours later, got an email from Jemena that our disconnection would be done on a saturday for us to keep the demolition date. My advise is to keep calling and escalate to ombudsman once they start lying to you
If I could give less than 1 star, I would. Disgusting.
Turned off power for a 'maintenance defect' without any notice. Charged $500 to turn it back on. Told us they didn't know when someone could get out - couldn't even indicate a day or a time.
Absolutely disgusting that we were left without power in the middle of winter. No heating, no hot water, no internet, no power to cook. With kids at home, that's really poor. A 24-hour notice period would've been all that was needed for us to get the maintenance work fixed, without turning the power off.
Tradies in our area said they have been doing it to lots of homes lately and was not impressed by it.
In 2017 applied for a quote for two adjacent properties that were going to be built. Jemena came back at $125 for each new connection. So I decided to go with gas for the homes.
In 2019 ready to install and need a new quote. One property still quoted at $125.
The other at “in excess of $10,000”. Greater than 8000% increase.
I am given a time limit to accept but I ask AGL to query it.
I phone AGL every few days to see the response, which of course when it did come no body rang me from AGL and now I have to wait another 14-20 business days fo...
power outage - no communication
Absolutely no communication after a gas outage. I called them to ask why I had no gas ? and no one seemed to know till hours later and it was 1400 houses that were out. They came out 3 days later to assist with reconnections and did not wait till I got to the door.
Questions & Answers
I own a land in Melbourne and it’s under Jemena area.There is a substation at the corner and want it to be removed.Any idea?how do I go about?
I worked for Jemena Gas Networks in NSW so the only advice I can give you are the contact details below for Jemena Electricity
Customer enquiries and connections
1300 131 871
PO Box 16182, Melbourne VIC 3000
Let me call them and find out more information.
I applied to have the electricity supply abolished by Jemena a month ago, the house in Melbourne is going to be demolished and a new one built. I have been told by the work crews who have come out that they have no idea where my underground power supply originates on the pole out front. This has led to an open ended process where I am constantly told that it needs further investigation. I have a schedule to get the house built and am now sitting around wasting time and money waiting to have (what should be a simple disconnection done)???
As I have read here on this forum these procedures are in disarray and customer service is a joke, I will be taking this to the ombudsman I suppose and from there to my local government member. Is this a normal outcome for this situation??
Whom do we, as customers, complain to, about the appalling service by Jemena. Is there a regulatory authority that oversees Jemena.
I have waited from 7am until 7pm on the day they said they will come to read the meter. I rang Jemena, I was asked to ring AGL.
When I rang AGL, the supplier about the issue I was asked to contact Jemena.
I have wasted a whole day just waiting for the meter to be read.
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