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Incompetence beyond compehension
I am still awaiting origin to connect my power. Unfortunately they still remain unable to complete this task. The process has already taken 1 month and is still ongoing. I have been able to access and read my meter several times during this process.
Origin estimated my usage to be more than twice the previous quarter
Origin estimated my usage to be more than twice the previous quarter.
i've told origin that i wasn't around for one-third of the billing period.
so in actual fact, origin has over estimated my usage at least 3, if not 4 times my real usage.
When contacted, they do not listen to reason. How in the world do they think that i can use more than twice the previous quarter, without giving any reasons for the increase?
Do your maths
I had purchased a 6kw solar system from another supplier to help lower my power bills and have been happy with with the plans that have been offered in the past. Solar saved me a lot of money in power bills.
My current plan is running out so I have to reapply. The new offer from Origin will take my current plan from 20 cents per kw to 21 but when it is explained the 21 cents is capped at 6 kw per day. The 20c/kwplan was not. After the 6kw It then drops back to 8c/kw.
Looking at my last invoice my cost for 90 days of power will go up around $18...
Poor billing origin lpg
I moved into a rental and gas bottles were empty so connected with origin lpg. Sent 3 different invoices (only received two) which I paid ...7 weeks later after payment they called me to say I hadn’t paid an invoice - I requested it 3 times and enquired what the charges were. 2 different stories, and charged $97 labour fee and parts. I had a compliance certificate from rental manager and the delivery guy literally just swapped bottles over. Charged $384 for 2 gas bottles. The labour charge was never mentioned and didn’t know about it till I rec...eived the 3rd invoice which was dated a month after the swapping of bottles ??? Weird that labour wasn’t included on original invoice. Sent an intent to stop supply when I was on phone requesting invoice and clarity of charges...poor customer service, rude, unable to clarify and a rip off! I’ve read terms and conditions and no mention of labour charge unless it’s a new installation which it was not. Ive paid for the supply so how could they threaten to stop supply? Plus covid rules prohibit disconnections and supply stops. I regret not shopping around cause I feel they invoiced me for services def not rendered. They just swapped 2 bottles which I paid for including yearly rent fee...then they threaten with intent to stop supply after not sending invoice for 3 months and no where does it mention labour charges especially never discussed with me in even a possibility of labour charges. Guys get your LPG elsewhere, origin offers no clarity nor accepts responsibility when they are at fault.
The anonymity afforded to customer service within Origin is a god send for operators as I’ve called three times today alone and more times in the last week to fix a broadband fault. Each time I get a flurry of apologies and promises that they’ll have someone call back or call back themselves but as soon as the phone call ends, there you have it anonymity and they clearly feel nothing for the customer as when I must call back I will go to another operator. I have no understanding of how someone qualified (if they are) have such difficulty fixing error for which they are qualified in. If a medical practitioner was unable to aid a patient they’d be let go soon enough...it should be the same here.
I can't believe it.
Today I woke up to no power in the house. I quickly found out that due to my account being overdue by EXACTLY a month, so as soon as they could cut the power legally they absolutely jumped on top of it. Nobody contacted me and I was under the impression that I had a direct debit attached to my account (Which I do for all bills) so I'm absolutely shocked to now see in the circumstance that it comes to it, they do not hesitate at all to provide no assistance and just cut it off with no warning. I got one phone call this morning after it was alrea...dy cut off but missed it, but this actually really frustrates me. I always thought Origin was good. Turns out that's definitely not the case. I can afford to pay my bills, but Origin definitely don't deserve my money. Time to change provider.
- Verified customer
DO NOT use Origin broadband.
Origin offered us a discount for our NBN connection due to having our gas and electricity with them. I was worried but decided to try them anyway.
Here’s what you should know:
-First, I wanted them to switch off CGNAT (you can’t play online games, for example, if this is turned on). I asked for this three weeks ago and was told then it would be done in a day. Asked again a few days ago and was told the same. This should take five minutes. No idea if it has been fixed because...
-Our internet then died completely. Finally got onto someone in c...
Not poor customer service, no customer service
did not receive my last 2 bills. Requested copy of previous account twice but never received it. Never received copy of new account, had to sign up to view a copy on website. Account due in 9 days, but nowhere on site to request an extension and when I last tried to call a few days ago waited 1 hour 30mins, I checked the time on my phone, before I hung up without my call being answered. i can not say you have poor customer service because you have none.
Abysmal customer service. Being a long term customer (loyalty) means nothing to them!
I agree with a number of other reviews. Their customer service is almost non existant. I was a loyal customer for over a decade. I stupidly let myself fall into the situation of "the lazy tax", not trying to find a better plan or move providers because when times are good you don't worry as much, don't want the percieved hassle of moving provider etc. But when moneys tight obviously that changes quick. Due to financial issues (Covid 19 - job loss) I went looking for a better plan. I found better deals with Energy Aust, AGL etc. I put this to Or...igin, they were not willing to "price plan match", there best deal still $10 more a month than any other offer and that would be with unacceptable payment options that would be to restrictive! My long term customer loyalty meant nothing to them. So now I've moved to Energy Aust. Also their call centre hours are all over the place, and inaccurately listed on websites etc. Hours are now 7am to 5pm. I've seen them on the website etc as 7am to 7pm , 7am to 9pm etc!!!! Until I queried / advised a consultant of this she had no idea! Her response "Thanks I"ll advise managers of this". Most important leason learnt, forget brand loyalty it means nothing, be willing to move in an instant based on price and product alone, don't succumb to "the lazy tax"! Don't believe "media" ads / other representations of brands, it's all "smoke and mirrors"!
Forced plan change to more expensive plan
We are forced in to a plan change a few weeks after getting an email from them, losing an 11% discount. Origin said move to a different supplier if we don't like it. Have been customers for 14 years with Origin.
I can't believe the arrogance of these people. They took a metre reading. They didn't like that reading so they used an estimated reading. Many phone calls later they still refuse to amend my bill. It's complicated because I had solar fitted to my property and they were extremely slow to change my metre. After being with origin for many years now i'm changing providers. Appalling customer service, totally unwilling to work with me to come to a compromise.
High Solar Feed in tariff. Reliable electricity so far
Thanks to Origin's 21c/kWh solar feed in tariff, we no longer pay any electricity bills and in fact, receive credits on our bill each month. Have not experienced any drop outs. Personal website account is very useful, factual and intuitive in that you can review usage, solar feed ins, predicted bills, etc. Highly recommend Origin if you have solar. Hopefully tariffs will not drop
Gas bottle service ordering isn’t great but delivery man is great!
Their bottled gas services In the office/call center aren’t very good. I ordered new bottles 3 months ago but aparrently they didn’t deliver them cause they didn’t get confirmation about how many bottles. I had no calls voicemails nothing.
I have changed this review a little as when i called and re ordered and it was finally delivered. The delivery man Mathew that delivers to epping NSW was really great! He showed me how to change the pipes over to the second bottle and made sure it was ready to go. If it wasn’t for his great service and professionalism this review would still be a 1 star but thanks to him its now a 3.
Not doing proof of ID
Had account set up fraudulently, origin not even check proof of ID, signed this person up for 18 months before cutting them off, when report to police,being investigated now by police, can't even get Australia number to contact,all calls go to call centres over sees,while investigating going on, origin sent account to debt collection agency even knowing account set up fraudulently and still under investigation, origin is nightmare to deal with, seeking legal advice at the moment,need to make sure origin never make this mistake again,they need to do they proof of ID check list
Extremely poor customer service
Phoned to understand why we had received another bill from them even though we changed to another provider. The representative was extremely rude and unhelpful. "The bill you received was correct, why are you calling" was how our question was answered
- Verified customer
Not had any problems so far
Using their connection for over a month now. Not had any problems or troubles with them. Set up was easy and timely. They got everything connected and ready at the date they mentioned. No delay or drama
Customer Service was amazing!
I called from Broken Hill & spoke to Tracey this morning (12/03/20) and she was so very helpful. Went above and beyond to make sure my case would be sorted. So very grateful for people like her that make tricky situations easy
Origin is extorting money from customers
More than 75% of my gas usage has been charged with the highest tariff!! The rest ( less than 25%) with the second high tariff and NONE with the lowest tariff!
Upon asking their sales dept, I was told that if I'd be chosen Origin as an Enery provider too I'd be given another treatment. That is outright extortion and totally unprofessional!
Hot Water Malfunction
My building had a hot water tank malfunction where all tenants where not receiving hot water. We usually receive bills that are less than $100, but the bill that came after the hot water was fixed was an appalling $350. I emailed them stating that the tank malfunction and this was what they told me.
"As the fault was with the hot water plant and the hot water plant is owned and maintained by the buildings management, Origin is unable to adjust your bill. Also there is no way to determine the affect the leak in the hot water plant had on your ...usage as the leak would have been before your meter. The only way the leak in the hot water plant would have affected the amount of hot water you would have been consuming was if you had to run the tap for longer to get the hot water though." So you started off by stating that the fault was with the hot water plant. Then state that there is no way to determine the leak was affected by the hot water plant. After all that, you finally state "The only way the leak in the hot water plant would have affected...". So which is it? I emailed them back stating that my reasoning would be that our previous bulls were not even 1/3 of $350 and attached every single bill since 2017. we would have to be running the hot water for hours to even come close to that. I received no reply after that. Not helpful in the slightest.
Customer service agents have no idea on the deals they offer
I have called Origin energy to move from my existing energy provider. After 30min call with customer service agent, she has no idea on how to offer plans. They call you everyday to take up their plan which doesn't solve my purpose.
Questions & Answers
I am very annoyed and disappointed that after giving you my name, address, phone number, my Origin Account number etc; that after nearly two hours I have gotten nowhere with paying my account. I realised soon after I entered my present email address( which has been the only email address for at least four six months) that you hadn’t updated my email address on your system. You spent ages this evening ignoring my new email address that I kept entering, by scrubbing it and insisting on repeatedly entering the out of date email address? The simple remedy to this problem(as customers usually know their own email address) was to to send a code to this new email address. If you received a response back(problem solved).
Unfortunately these days most domestic customers don’t get taken any notice of, only if their account is overdue. I have spent over two hours on this , and as I was due to go out an hour ago, I am not at all happy. I will not be rushing to pay this account tomorrow either. This evening a text message to me, about email addresses would have sorted the problem of not updating your system. It also seems strange that when I usually pay my gas or electricity account you don’t ask for my email account.
Hi Jacqueline, we're really sorry to hear about the troubles you've faced trying to pay your accounts. We'd love to be able to assist you further with this. So that we can get to the bottom of this once and for all, can you please email us on firstname.lastname@example.org, with your Product Review and account details? Thanks - Jen.
I would like to know why I can get no response , to a request , that, our business Lpg, deliveries are made using the purpose built access, driveway to our storage tank , and to stop your vehicles destroying our property, photographs available,
Hi Tony, this sounds very concerning and we'd really like to get to the bottom of this. So that we're able to, could you please send an email through to us at email@example.com (feel free to send any supporting photographs) along with your account and contact details (and reference to this message), and we'll take the steps to ensure that this is put to an immediate stop. Thanks - Kirk.
I accidently deleted my electricity bill of my Gmail how can I get it back.
Hi Simone, if you log into My Account, you can view and download a new copy. Alternatively, please email us on firstname.lastname@example.org with your full name, account number and contact info and we'll email a new bill through to you. Thanks - Vanessa.
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