12,563 reviews
AI reviews summary
Recent reviews for Origin Energy reveal a deeply polarised customer experience. While many users praise specific individual staff members for being empathetic and efficient, there is a significant volume of reports regarding systemic failures, including massive overcharging based on "estimated" reads, extreme difficulty in contacting support via phone or chat, and poor management of property transfers or solar configurations.
Pros
- Exceptional Individual Support: Many customers highlight specific staff members (notably "Fiona", "Sunny", and "Ana") who provided compassionate, knowledgeable, and proactive assistance with payment plans and account issues.
- Prompt Hardship Assistance: Some users report positive outcomes when dealing with the hardship and specialist teams, noting respectful treatment during stressful personal circumstances.
- Professional Business Specialists: Business-specific account managers are frequently praised for their quick response times and ability to resolve commercial queries without "fluff".
- Effective Refund Processing: Several customers noted that once a credit or overpayment was identified, the actual refund process was handled quickly and professionally.
Cons
- Inaccurate Billing and Estimates: A major recurring issue involves customers receiving "estimated" bills that are significantly higher (sometimes 5x) than actual usage, alongside reports of the company ignoring self-meter reads.
- Poor Communication and Accessibility: Reviewers frequently mention waiting over an hour on phone lines, being disconnected during transfers, and struggling with an AI chatbot that fails to provide human escalation.
- Failed Property Transfers: Multiple users reported significant "headaches" when moving house, including failed connections, incorrect address data (NMI errors), and being billed for properties they had already vacated.
- "Loyalty Tax" and Price Hikes: Long-term customers report being moved from competitive plans to significantly more expensive variable rates at the end of contract periods with minimal or easily missed notification.
Verdict
Origin Energy appears to be a "hit or miss" provider where the quality of experience depends heavily on whether a customer can reach a competent human representative. While their dedicated support staff are highly regarded, the company's automated billing systems and general phone accessibility are flagged as major risks for consumers.
Best power company – Origin in my view is the best electricity company in Australia to deal with. They offer the best feed in solar tarrifs in Australia and they have the best mobile app. The app is very easy to navigate Show details · 3
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I was pleasantly surprised how helpful the staff were giving me lots of information on how to save get help from in which plans are best. When the phone cut out. They rang me back instead of me going back in line and starting again which was probably the best thing because I probably wouldn’t have bothered him then so it’s so good that they rang me back. They were pleasant and helpful. Show details
Origin Electricity is a most frustrating Company to deal with. Long wait times to talk to customer service. Incorrect emails saying my "closed" Account is overdue when my Bank statement showed payment made on due date. After 3 lengthy phone calls and 3 emails confirming payment details and finally an email agreeing payment had been made and a… Read more
refund of $350 due to me a customer service person from Phillipines told me my account was still OVERDUE!! Also there was no record of the Bank Details I had completed on their online form to have the refund deposited to my bank account. Serious incompetence in the Philippine office!!
Worst experience ever! No hot water ongoing problems nearly 8 months in new house. Live alone so 1 shower/bath day; use cold water laundry; never use dishwasher yet ongong no hot water. Call them they eventually fix it - many days later!- then it happens all over again. Wasted hundreds dollars on plumbers, electricians who confim its Origin issue. So fed up its effecting my wellbeing. Live in very cold climate and have no hot water!!!! Show details
We’re really sorry to hear about the ongoing hot… Read more
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Reviews with attachments
I went to Origin, had a problem with a gas leak at the property and Origin, really Excellent Customer service, based in Melbourne. All very friendly and Great to deal with. Show details · 1
Rewarding – Toby has been delivering precise information and promptly during the entire period of communication Show details · 1
Surprised at the great service – Gemma was very helpful and provided fantastic support and communication. Show details · 1
Know it all guidance – Extremely knowledgeable with accurate guidance. All questions answered appropriately and accurately. Communicates clearly and promptly to pointed questioning. Show details · 1
self meter read – website was extremely difficult to navigate. However, with the help of Hina I managed a self meter read. Thank you, Hina you deserve more than a five star rating. Show details · 1
Despite my account being in credit at all times, I received multiple emails, SMS messages, and escalation-style communications referring to “missed payments,” including warnings about cancelling my payment plan and potential debt collection. This continued even after I was verbally reassured that everything was in order. The communication was… Read more
inconsistent and contradictory, and required repeated follow up from my side to clarify something that should have been clear from the outset.
The explanation provided was that a failed direct debit triggered these messages. However, this does not justify the nature, tone, or repetition of the communications, particularly given that my account remained in credit.
The issue appears to be a system or process failure rather than an isolated mistake. While individual staff were polite, the overall experience was stressful, confusing, and not handled appropriately.
Thanks for sharing this John! We understand how… Read more (+10 replies)
Can not get a hold of anyone on the phone. My bill went from 500 to 800 same time , a year ago. Not impressed, and can’t get a hold of a customer service agent. I tried mediation, and this is the response…..below. Just not good enough. Show details
Hi Caz, sorry to hear about your experience! We… Read more (+1 reply)
Origin Energy stole my money I accidentally transfered my whole wages to a origin energy account that does not have my name on it I'm not even affiliated with the person whose account it went into so after talking to origin they admitted they could see the money they could also see that it was paid from a account that does not belong to the person… Read more
they could also tell that my name is no where near the same as the person who owns the origin energy I sent them emails like requested then they tell me that they won't refund money that does not belong to them or the person who owns the account that is just plain stealing.
Hey Robert, this defiantly sounds like a stressful… Read more (+2 replies)
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I recently signed up as an Origin customer through Woolworths rewards scheme after switching from another retailer. The tariff and supply charge rates were quite good and also solar feed-in was reasonable (SA customer). However, on receiving my first bill, I noticed that the tariffs and fees were not the same as those on my contract (Origin… Read more
Everyday Rewards Variable plan) but were all higher and the bill was higher as a result (by more than 10%). After questioning this with Origin, the bill was revised to reflect the lower rate. This was 2 months ago and since then I've been trying to get my plan details and tariffs to reflect those that I signed up to, but they have been unable to fix it. I'm told that their "energy experts" are looking into it and somebody will contact me soon to resolve and finalise, but months later it's still unresolved which is most frustrating and the next bill is due to arrive in the coming weeks....
Hey Michael, sorry to hear about the delay in… Read more
I had just ordered LPG tank bottles, but had to move out. When i asked Origin Energy to pick up the gas tank and credit or refund me, they refused. The customer service person can only read terms to me. I asked if i can remove it and to give me instructions to do it safely but they said that I am not permitted to do so. The service person was rude… Read more
and snarky and completely arrogant towards my situation. After using Origin for 18 years, I am no looking to switch supplier and leave. Other service providers tend to give a refund for unused gas. Origin is unrealistic and does not have real customer problem resolution at heart. I wrote to them and filed a complaint 4 weeks ago with no action taken.
Here I am paying an invoice for gas that me or my family is not using simply because Origin do not want to provide the service to remove unused /full tanks of gas.
Shameful provider with zero empathy for their customers.
Hi Mandy, could you please email lpgenquiries@originenergy.com.au so we can… Read more (+4 replies)
It's a fraud company, how can I give 1 star? My plan with Origin is standard plan. General Usage: 35.244 c/kWh Solar feed-in tariff: -- 0 - 8 kWh per day: 8.000 c/kWh -- Over 8 kWh per day: 3.000 c/kWh So, the worst scenario is, purchase price is roughly 10 times more expensive than feed-in price. i.e. 35cents vs 3 cents. However, Origin… Read more
charges me as 20 times more. Given October as an example:
Used: 98.51 kWh $79.01 ==> 80.2 cent per kWh Sold to grid: 1,320.39 kWh $53.26 CR ==> 4 cent per kWh It's over 20 times. way more expensive than their plan suppose to charge.
Same as November, if your math is good enough, give a try. :-)
This is not good. Bad bad reputation for such a big company as Origin, to do commercial fraud.
Shame....
Hi there, sorry hear about the issue! Please send… Read more
Origin give with one hand and take with the other. I am just appalled by the conduct of Origin energy, their distributors and the representatives of all. [Name Removed] promised a 'check read', after the distributor couldn't be bothered reading my meter and decided to double my bill as an estimate sounded fine to him/her and them. That amounted… Read more
to nothing. I'm not paying the bill until this is sorted. [Name Removed] even suggested I call the distributor, when he/she is paid to attend to customer concerns. Edit, Update: 11th September, 2025. Origin have taken the situation from bad to worse. Not only have they reneged on their agreement to have a representative of their distributor attend my premises and conduct a reading of the gas meter, the company have now sent me a revised 'estimated' reading for the original bill I was disputing - and that is $20 more than the original bill already double what my actual usage should be. Why should I be penalised for not being a family of five gobbling all the natural resources this country and town can provide them? Attached you'll find the correspondence to support this. The incompetence of Origin and their representatives would be astounding if it wasn't so boring.
Hi Phoenix, thanks for laying all this out and I… Read more
Latest follow-ups
Terrible service at times. I reported what I believed to be a gas leak—either from the decant hose or the bottle valve. Instead of investigating properly, the technician replaced the hose on the wrong bottle and left the suspected faulty hose still… Read more
attached. He clearly didn’t listen to what I was saying.
I called back, expressing I wasn't comfortable handling what could be a leaking gas bottle. The same technician laughed and told me to change the hose myself. That response was not only unprofessional, it was dangerous.
Left with no support, I had to call Origin’s out-of-state support line to get someone to take the issue seriously. Eventually, they sent a gas fitter who showed up only to belittle me and treat the situation as a basic training issue. He insisted on showing me how to decant and change the hose—again, not the problem. The problem was a suspected leak, and I wasn’t willing to take that risk.
In the end, he admitted the valve leaks slightly when the bottle is only partially open and advised me to “just open it all the way” as a solution.
This is unacceptable. Safety is not optional. I shouldn’t have to fight to be taken seriously or pushed to handle hazardous equipment myself. If I could switch providers, I would in a heartbeat
Drivers have been amazing on the other hand
Follow-up · They want me to chase it up, for what? Speaks for itself really
Hey Jess, thank you for taking the time to share… Read more (+3 replies)
Great secure Service – Very friendly, professional & courteous service. Took the time to ascertain and check the validity of my request by cross checking to ensure it was I, who was actually making the request. Show details · 1
Follow-up · Original energy are still number 1. Our plan was due for renewal and I was guided to select the most efficient cost saving plan. Billing is always easy and offers of assistance if needed are always at hand. Thanks Origin.
Fixing my billing mistake – Lachie was very polite and helpful. He resolved the issue quicker than I had expected. I'm very grateful for his time and effort. Great job! Show details · 1
Follow-up · My mistake was paying money onto the wong bill. It was my ex husbands, which I hadn't deleted so I needed help to get those funds transferred to my account- It was only a day or two, and yes a permanent fix. I made sure I only had my account from then on.
Positive reviews
Thanks for sorting my account,this has been a on going problem for two years ,there is no lock on my gate or dogs best you guys inform endeavour energy about there contracted meter readers cause a lot of people in my area have the same complaints it will cost you customers. Show details · 1
Sam was very helpful and understanding of our financial situation. Sam was professional and gave me all of the information I needed to assist with managing our gas account. Sam is a credit to Origin Energy as an employee. Thank you Sam. Kind regards Caroline Rose Show details · 1
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Origin sent me an email asking for money from 3 years ago when apparently they made a mistake with all their bills. I think this is absurd and think it might be a scam. Disgusting Origin if it is not a scam as I will go to the ombudsman. Now they want me to go on Facebook and give them my details, I guess they can't read the details I put on… Read more · 1
product review with my details and the bill. David has resolved the issue. There are still people who care to help.
Negative reviews
Customer service replies read like broken AI responses. Or my thought about 3rd parties incepting their emails last year ended up happening. I asked to withdraw my accounts credit in April only to get responses of the following. "Why do you want a cheque for? A direct deposit is much faster" I know from experience last year it is not faster. … Read more
They will want a whole heap of things then reject it because they can while claiming account security. The emails form 2026 saying the 2025 process made out that I just didn't understand it correctly. They would request a bank notice I would supply it be told it's been approved for 48-72 hours later yeah no. Not enough evidence that the bank account was mine. When saying I am closing the account as I am moving to a new provider as I no longer trust or like them. I get sent "how to disconnect your service when moving house" instructions. Which was requesting a disconnection date allowing someone to come out and lock the meter.
I keep getting sent follow up emails that are just strange to say the least. Did you know if you take out your accounts credit you have to start paying them again? They needed to inform me that.
After I replied to the last one saying how useless they are and 'I am now with AGL.' "Thanks very much for confirming. Upon checking your account, I can see that the refund was processed last March, so you should have received it by now." So I have received my credit before I even asked for it? I asked in April and only got confirmation of it being approved last week. Process was contact them in April get run around by the next person who would just repeat the previous persons email arguing again bank deposits are much faster. Submit a mid bill sign up to AGL wait several weeks for a account to move. Then get sent a bill which was instantly paid due to the account credit. Then wait 2 more weeks while being asked things like does your bank still accept cheques? I had to make an account at another bank last year when you flat out refused to do the direct deposit. Which is why I kept it open as I suspected they would do the same thing this year.
We’re sorry to hear about the frustration you’ve… Read more
Service is disgraceful. I’ve had no hot water for months and had an electrician come out and say Origins meter is the issue. They keep dodging. Each person that responds doesn’t read the history and I have to explain it again. Show details
We're sorry to hear about your experience Jackie… Read more
I have no issues with their phone answering staff although the wait times are abysmal with awful music and these irritating ads.. What I do have an issue with is the ridiculously incompetent online technology.. 3 times to try and pay a bill with every step along the way ticked and review page verified only to then say there was a problem with my… Read more
bank.. After a weekend delay phone contacted with long wait time and with no issues input the exact same details entered on phone pad and all successfully completed.. I was once again informed that my bank was the issue along with the assurance that my requested payment verification was sent to my email.. I then contacted my bank regarding my visa debit card and they informed me that apart from the newly completed phone payment NO online request transfers were registered from the Friday previous.. and since I make many other card payments there is no issue with my card.. Following this also polite conversation I decided to check the payment to origin in my email as I was assured.. Nix. And they they didn't appear to have my details for account login I had previously given but never before account setup I then attempted to create said account following there setup procedure with phone verification and code which after arrival glitched twice and eventually arriving at the final email..address.. blah blah fill in after a long wait received error fail yet again.. Hours of this rubbish technology and I am now bagging them out severely here for all of the above reasons about their bogful technology.. Not their desk help I am making very clear.. Just typical out of touch large company management practises with accompanying glitschy technology..
Thank you for taking the time to share such… Read more
Recent reviews
Tired of waiting forever on the phone, and when you finally get onto someone they have poor spoken English and are difficult to understand. So frustrating. Found out the call centre is located in the Philippines. No longer in Australia which is very frustrating. And reduced my plan from 10% discount to 3% discount without any discussion. Add to… Read more
that a 44% increase in the daily usage charge. 10 times that CPI. I have been a loyal customer with Origin for decades but there's no advantage to staying with Origin.
We're sorry to hear about your experience and… Read more
Long wait (minimum 35 minutes, longest 50 minutes) to talk to a representative. I had to attempt communication 4 times over a week to request a gas connection. This included 3 requests from scratch and the laborious process. Individual representatives were very helpful, but are clearly up against a failed customer service model. Lift your game Origin, customer service is part of your job. Show details
Hi Craig, thanks for taking the time to share your… Read more
Certainly not the company they were. I would often find better deals on their website and app than the ones they claimed were the best offer. Also increased my daily supply charge by 70c and introduced a new controled load daily charge . Im now moving to a new retailer . Show details
We're sorry to hear you've decided to leave us Zed.… Read more
The benchmark price of electricity has gone down, so what does Origin do, they massively increase my daily supply charge by more than 70%. And not only that, they also introduced a daily supply charge for my Controlled Load. Already left them and will never consider such a greedy company in the future. The government really needs to reign in these companies who game the system. Show details
We're sorry to hear you've chosen to leave us and… Read more (+1 reply)
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We’re sorry to hear about the frustration Pamela!… Read more