Jemena

Got a message to call contractor Zinfra on behalf of Jemena, to upgrade gas meter. Call immediately back, no answer, goes to voicemail each time. So that day I called three times at various times, each time no answer-voicemail. Ended up leaving a voicemail on the third try. Three days later now… I get a text message asking me to call urgently,… Read more

it’s Friday night and it’s past 8 pm!! Zinfra had three days to call back and they don’t even call. They send a text telling me to call them back “urgently” at… 8.05pm Sydney time. Calling back doesn’t get you anywhere except voicemail… I know. Cause I’ve tried.

So in summary; Zinfra don’t call, they text. Asking you to call them. When you do call three times and leave a VM, they won’t call you back but instead will wait three days and then text you again now telling you it’s urgent and that you should call again. Come on!!! Ain’t nobody got time for that.

This Friday 8pm text message also has the wrong number. It’s missing a digit, and different to the call back number in the previous text, (missing one digit).

Stellar effort and not at all reassuring that these guys know what they’re doing or have a clue… or by extension that Jemena cares at all by allowing them to put it in such a half baked effort. Avoid if you can (Jemena and Zinfra)

EDIT: I had uploaded a screenshot of the message with the incorrect number (02 986 8493) however product review has removed the screenshot.

Hottest day in Melbourne and guess what power outage and not expected to come back on until 6am in 12 hours - not good enough I’m sure I won’t be getting compensated by this useless company for the intolerable conditions I’m expected to endure tonight Show details

My gas was not working due to all the rain They came the following day I had reported it I’m very happy with their response they also renewed my gas meter as it was very old and re lit the gas water tank Thanks to Gemena now everything is back to normal Show details

I recently had a gas leak at the front of my property. The energy provider was Jemena. I logged a job with them which was easy and confidently processed. Two young blokes were sent out and located the leak. The problem was fixed and they went further to double check there were no further leaks in the line on my side of the fence. I was very… Read more

impressed by their professionalism and manner. They were friendly and informative. It’s so nice to interact with young professional tradesmen. They were smartly dressed and well spoken, they knew what they were doing. A huge contrast to some of the trades I have had dealings with lately. Thanks Justin you did yourself and your company very proud.

No hot water – I rang jenema fantastic response fixed everything for me I have called them before and got a great service.i would highly recommend this company.they came on a Sunday also phone consultants very helpful Show details

Since this business has supposedly been meter checking I have had estimated Bills saying gate locked. There is a clear Printed “not Locked “ on the gate meter behind and I doubt they even attend the location. Hopeless Service … never had this issue before what’s changed? Probably cheaper service I imagine. Show details

I am without gas at my new place for many days now, terrible service, lack of proper updates, poor work ethic. Not sure if it because they have monopoly or they are unfit or gullible enough that their contractors dont work properly Show details

Meter readers are just plain lazy. Card stuck in door of apartment saying "we couldn't get access to read your meter". Hello? The meter is located in an unlocked cupboard adjacent to the front door. A metre away. 42 apartments in the building - all with the same meter in cupboard arrangement. Sticking a card in the door is easier than… Read more

reading the meter eh? Just lazy.

I read the meter myself and tried to submit the reading online via the Jemena App. "Oops something went wrong". Well what went wrong? The photo image was probably the problem, as the new meters that have just been installed are virtually impossible to read in less than perfect lighting. Little grey image on a grey background.

I called Jemena to complain. Referred to the "gas department". No one bothered at answer the phone.

Dreadful organisation. Chinese owned.

Had a power outage in the house - rang Jemena as it was going to be a very hot day tomorrow and couldn’t manage without power to the house. Reported fault at 9.30pm - technicians arrived at the house and resolved issue by 10.15pm. Outstanding response thanks Jemena! Show details

Jemena disconnected our gas on Monday 7 July, despite our new contract with a gas retailer due to start that day. It then took 7 days for them to reconnect us, with their contractors making 4 or 5 site visits to our property. Each time they complained about safe access, however, we only found this out after repeated calls to Jemena, because not… Read more

once did their contractors knock on our door, notify us in advance of their visit, call us or leave a note after visiting (all standard procedures, you would think). We had to submit an emergency notice on the Monday night (one week after disconnection) for someone from Jemena to finally show up and make themselves known to us. Reconnecting took all of 1 minute, and their emergency person said there was no safety issue there. So beware of Jemena's contractors, they will do the absolute bare minimum and if there is even a sniff of a safety/access issue, they'll just leave and charge you a visit fee.

Jemena's complaints process took months, including almost 10 weeks from when we made our complaint to an actual follow-up email from them. Their offer of compensation was woeful, barely covering the extra costs we had to incur for a week without gas, let alone compensating for my wasted time. This company deserves a government investigation into their processes.

Decided to disconnect the gas. Booked an appointment for 7am to 12noon the following Monday for one of their people to come and read the meters. Had to arrange for someone else to be there as I was away at the time. The person waited from 6:45am to 1:30pm and no-one came to read either of the meters. I rang my gas supplier (as you can't ring… Read more

Jemena direct) and they said I would have to take photos of the meters and provided them and the readings myself. They then decided to charge me for reading the meter *2 as I have two meters at my property even though they didn't actually do it. I had to ring my gas supplier and complain to have the charges removed. Jemena wanted to charge me over $35 to read the meters when they didn't even turn up and expected me to provide photos of the readings myself and wasted 6 3/4 hours of my friend's time waiting for no-one to turn up. I call charging for something you didn't actually do fraudulent. I was also told the fee to do the final reading was only going to be $17.60 by multiple people including a supervisor only to be charged double amount even though they all knew I had the two meters beforehand. I've found Jemena to be dishonest and unreliable and I find it disgusting that they have a monopoly so that customers have no choice to pick an alternative distributor. They appear to be a law unto themselves with total disregard to their customers.

Incompetent Service – The worst company I've dealt with in 50 years as an adult. Cost me 1000s as a small business. Lied about when they would put my gas on. My provider contacted them several times and enquired about a time to fix the problem. Just kept lying about times. Never showed over days and days. These people don't care about customers one bit. Incompetent company full of lazy, useless idiots that can't do their job. Show details

Horrible and Terrible – Beware! Jemina is owned by Chinese and Singapore companies. They are there to make money. New gas connection in my house quoted by Jemina $14k and when I called them and asked why .. they don’t have answer. I have sent email to the energy minister and ombudsman Australia . This is ridiculous. they are Robbing Australia taxpayers and our Government… Read more

is rubbing hand and making money while we are suffering . Is anyone going to find out why the fu.. we have to pay large sum of money to to get basic necessities in this country ??????

Not happy Jemena – Electricity was cut, Jemena did fix it although we were out of power until 9pm on a winter's night. We got charged $550 without letting us know. We argued it. They told us they did provide us the price. We asked for the call recording. They refused and was offering only a transcript which to us it is no proof if you don't hear your own voice.… Read more

However, by looking at other reviews, they do not care; they are un Australian and it is a shame for the politicians to allow companies as such operate in Australia. Thery are unethical. At the end it would have been nice to go legal but the legal costs outweighs the fee and that is howe they get away with things.

Another Planned Outage? – Ready to write a review and I see “all reviews “ are rated 1.1? Why aren’t i surprised. Today is a planned outage, the power has been off since just after 8.30am and it’s nearly 4pm and the power is still off. This is the 2nd planned outage is the past 6 months? Not sure how other people feel, but really? It’s 26-27 degrees today, unable to have a… Read more

cup of coffee, unable to put the air-conditioner on, unable to put a fan on, I’m just in my apartment melting away. I have about $400 worth of food in my freezer, the girl I spoke to said “it should be ok”, but who knows. If possible, try and have “outages “ over a 4 hour period, all day isn’t good enough. If this outage was next Monday with a predicted 38 degrees, I’m sure somebody, either elderly or young, would die. At least I’m still alive to submit my review. RIP Regards Robert

BEWARE of Jemena's request for alleged compulsory maintenance works on behalf of AGL – After Jemena (AGL's business partner or contractor) requested for and attended alleged compulsory maintenance works on behalf of AGL, my quarterly AGL gas bill suddenly increased to over 5 times of the last quarterly bill. Protect your interest (while considering switching to other credible service providers). Be skeptical before access is… Read more

granted to Jemena to your home to do the alleged works. Do take ALL necessary steps to avoid being scammed by keeping good records of any works requested and performed by Jemena, including taking photos of all meter readings prior to, during, and after any such works by Jemena, and keeping record of the identities of the relevant persons (which I did).

Fellow Australians, if you compare reviews on AGL and its business partner/contractor, Jemena, you will notice that they are almost identical, ie. average ratings of 1 out of 5 based on thousands of ratings and minimum allowable rating of 1 and not 0. That speaks volume. For such service providers, the best way to protect yourself is to AVOID completely to save from headaches, or simply to DISTRUST and ALWAYS VERIFY. I am switching to other trustworthy service providers in no time.

I am also currently seeking legal advice on this.

Frustrated & Infuriated Customer – Horrible energy provider with recurring unplanned power outage in the area on Keilor East, Avondale Heights, Maidstone, Maribynong! AGL do something! Show details

Disgraceful – The worst! After trying to get power connected to our property for near on a month between orgin and jemena its been a disgrace. After having to arrange a day off from work because i personally had to be home (a keylock with keys wasnt enough) i have sat her since 8.am (now 4.05pm) waiting they give you no time no expected time they give you… Read more

nothing other than if i wasnt here when they get here i would recieve a call out fee of $600. You ring them you are hold for sometimes over an hour. It's a disgrace.

Sending invisible human to do meter reading – Wrong readings only estimates without any clues they charge bills for sending invisible human for meter reading then charge Dodgy Show details

15k to get a gas connection- Lidcome – I applied for a new gas connection & they sent a contract for 15k! My neighbor got gas. Called the customer service & they asked to email but then why a dedicated line!? No reply yet! 15k is worth to get a gas connection? Show details

Careless, irresponsible and unprofessional!! – Your technicians turned off my house's gas line for someone else's job in the morning and after so much chase up finally someone came at night 9.30 and turned it on. We were without gas for whole day from 8 am in the morning to 9.30 pm at night for no reason. So, there was no lunch/dinner at home. No one took responsibility for this, only thing… Read more

you guys know is passing on blame on each other. Please grow up!! When contacted Jemena client services, they did not take any actions. Careless, unprofessional, irresponsible people!!

No 2 dots connect – I applied for a new gas connection last year, it was all approved for "works" on Nov 8 being so close to Xmas I thought they might try and squeeze it prior to the Xmas shut down, unsurprisingly they didn't, a little before Xmas 2023 I spoke with the 3rd person they'd sent out to "inspect the job" who informed me that it'd be mid Jan 2024, since… Read more

then I've experienced every excuse from they couldn't speak to me because I'm not the owner even though authority has been granted by the owner as I'm the certifying plumber, to broken promise after broken promise as to when the gas connection could go ahead, I've even been told that the contractor they're engaging to carry out the work is waiting on an ROL (road opening licence) which obviously is a load of dirty washing as the particular kind of work the contractor has to carry out for Jemena would require road openings more often than not, most recently I contacted them to see if they had a definitive date for action to which the fellow on the phone told me that they'd be in touch by COB Thursday if not Friday, yet another opportunity for them to actually do what they've been tasked with went begging, to my dismay I woke up on Saturday, and found a ridiculous txt msg from them asking me to hammer out a survey for them, after consuming enough coffee and cigarettes, suffice to say I not only left the phone operator a negative review I spent nearly an hour hashing out word for word, paragraph after paragraph exactly what I thought of their "company". Based on their incompetence I'm absolutely gobsmacked that another option for Gas connections doesn't exist, ladies and gentlemen, they are the embodiment of all the negatives of a monopoly. Do not make the mistake of making yourselves dependant on these Muppets, life is short.

Absolutely appalling - Flawed online system and disgraceful service – I needed to apply for a 'working near asset' ie. VESI permit to perform some works to my commercial property, the application was completed online and sent off. It took this company over three months to respond to the online application after I repeatedly sent them messages on their system portal. Worst part, the response I received was a standard… Read more

"application incorrect" with no explanation why it was incorrect. I've lost three months waiting and still have yet to have anyone from Jemena contact me as to why the application was rejected.

Absolutely apalling service, I hope the Government does not renew their utilities contract.

Jemena online Portal – Its been more than one month I am trying to unlock my online account with Jemena. every time staff on phone give me excuse that, they have created a IT ticket and will resolve in next 24 to 48 hours but Its not getting resolved. There customer service is full of crap...and leaving the customers in miserable condition. Show details

Jemena - Outage Misinformation on Enquiry Line – Power went out at 2.15pm after a thunderstorm and lightening event. Semi-rural property with Jemena assets and transformer. Automated AI enquiry line stated that Jemena was aware of outage at our address, and that it was under investigation. Repeated calls resulted in repeated confirmations. The response change around midnight to expected … Read more

resolution by 11.55am the following day. No Jemena vehicles attended by 11.55 am. Rang Jemena determined to speak with a real person. To do this, one must respond that there is a life threatening situation. Spoke with [Name Removed] who was very responsive but informed me that Jemena was not aware of the outage. A vehicle would be dispatched within 4 hours. Our complements to the Jemena linesmen who had been working 16 hour shifts due to storms. Six visits from Jemena vehicles and 10 hours after speaking to [Name Removed], power was restored to the properties in our street. The moral of this story is that Jemena is providing misinformation to its customers via virtual Al assistants. The outage was caused by three blown switches that serviced our street.

0 stars!! 0 service! – Lied twice about coming to do a final read! Said it was refused access where the meter is outside no access required and nobody is living at the property! Useless! Show details

Great support! – We had a failure in gas regulator for our house and a plumber did change it. I submitted a refund request through Jemena website and boy they were great from moment I lodged it with clear communication and gave me a refund in a few days. Show details

This company is so bad with customer service, it has put me off from EVER connecting my house to gas again! – On the 31st May 2023, I organised with my provider Origin, to have the gas meter removed and the gas disconnected on the street. Origin Gas raised a job with Jemena that day and a Jemena technician visited the property a few days later to check on access. Jemena was told that the meter, which was located on the side of the house, needed to be… Read more

removed so as to allow an excavator to pass through for building renovations. The gas meter was programmed to be removed on the 26th of June 2023, giving Jemena plenty of notice to undertake the job after the property was vacated. It is now the 6th of July 2023 and Jemena has not undertaken the job that they promised to attend. When enquiring through their help line why they have not undertaken the removal and disconnection, no explanation can be given. I now have builders standing idle and waiting because they cannot undertake vital excavation work because of this dilemma! The renovation was to include gas appliances. I feel because of Jemena Gas Ltd’s incompetency, I will be deterred from going gas and now making the renovation all electric instead!

Very poor service – Super slow service . I uploaded pictures of the site 2 weeks ago and they didn’t forward them to the contractor until I called them to get an update . They still told me they can not accelerate the process . Very disappointed. Won’t recommend them . Show details