Check proposed new contracts
I have been an ORIGIN ENERGY customer for decades. My electricity contract is to expire in the next couple of weeks. I was emailed by ORIGIN ENERGY with a proposed new contract. I phoned to see if I had been offered the best prices possible. I had not! I was astounded. A new plan was then proposed. After a day a new contract was emailed to me. (One would think that this could be done automatically, so that checking could occur immediately when the information is fresh in one's mind.) After comparing the four sets of figures (my expiring contra...ct, the original emailed proposal and the costs I had been told on the phone), I was to learn that the latest emailed contract was the most expensive. Had I not double checked, I would have been paying a lot more. After yet another phone call to ORIGIN ENERGY, and being told that the incorrect figures had indeed been used, hopefully the situation will be remedied. My SUGGESTIONS ... (i) don't assume that the emailed new proposal towards the end of the contract period is the best offer AND (ii) check your contract figures are what you agreed to on the phone. CHECK THEM!
Origin Spike hour
Origin’s Spikehour is a commendable initiative with a fundamental flaw for those customers with solar power. The problem is meant to reward people for taking pressure off the grid during specified peak hours. The more energy you save the bigger you earn. Unfortunately the program disadvantages solar customers by penalizing them the more they save. Saving estimates are not related to how much grid power you save but they try to estimate how much overall power you use. All my spike hours have been after dark when solar does not come into it. I tu...rn off my power at the box so save 100% of the forecast but the more I do this the lower my overall rating is and the less I earn in bonus points. The problem should estimates power usage purely from past use of grid power and savings purely in grid power. Although I have been given a 500 point bonus when I complained about this, I continue to lose bonus point as the system does not change
Loyalty Does Not Pay, Keep On Top of the Changes on your accounts
Unfortunately I did not notice the Solar boost plan I originally entered into with Origin Energy automatically reverted to basic plan after 12 months, which meant the original 18cents solar feed in went to 8cents solar feed in, I questioned why this occurred, why was I not rolled over into the Solar Boost Plan, Origin Energy stated I needed to inform them I wanted to continue the Solar Boost plan with new rate of 15cents feed in. Origin Energy I would suggest that you show more common sense in the future than automatically assuming I would be better off being paid a lot less on the Solar Feed In, Outrageous!
Why can't Origin just stick to their own course of action as stated on my bill? why the cash grab before Christmas?
Here are the facts:
On the 27th of November, I get an email, it's my quarterly bill.
Great, the bill on this occasion is an estimate and this is what it said on my bill
"You'll notice that your bill this period is based on an estimated meter read
instead of an actual read"
the amount owing by 14th December 2020 is:...$211.01 (whatever this is fine) The bill then goes on to say: "Your next meter read is scheduled for 17 February 2021 (but it might be up to two business days either side). Once we read your meter, we'll adjust your account to show the actual amount of natural gas used since your last actual meter read. You'll see this on your next bill. Again, this is fine... & then 3 days later the cash grab and deceit before Christmas happens, Origin just could not help themselves to stick to their own word. I get another email on the 30th of November. (3 days later) "Changes to your bill' it reads, You owe $695.52 amount due by 14th of December. FML Like, ok I get it, you guys did an actual meter read (big pat on the back) but it's all after the fact! Don't go gaslighting me and say my next Actual meter read is scheduled for 17th of February and then just decide... "Look no one will have any money after Christmas, let's just do a meter read randomly now and do whatever we want who cares what we told our customers" Like, send me the right bill the first time! estimate, actual whatever. But do not be all up in here changing your mind and sending double bills within 3 days of each other differing more than $484! or 2x more than your original asking amount by the due date! Origin... you (not me) claimed in writing that if l owed you more or less money than this estimate bill it would be calculated during the next scheduled meter read (around the 17th of February) so why the desperation? you were always going to get your money. Just send me the actual piece of a bill you would like paid the first time around!/and stick to your own scheduled readings. This is why they get 2 stars.
Deceptive communication and information on renewal
I have been with Origin for more than a decade, even though I've been repeatedly disappointed in the customer service when raising issues. The latest example was when Origin communicated with me regarding the end of my 12 month contract. The renewal email said very explicitly "Your new plan will be the same as the current reference price". It also set out a table showing the various rates for peak, off-peak, shoulder and controlled load usage, with the same numbers for the "current" and "new" contract terms. Except that it's not. There's one li...ne in the long email saying the solar rebate would be 12c/kwh, down from 21c/kwh on the previous contract. No fanfare - that detail is lost in the superfluous content about how everything is unchanged, as if to say "nothing to see here". The impact is $700 a year. I rang Origin on the basis that it was disingenuous communication and to see if they were interested in keeping my business. They weren't. It was a quick phone call because Origin said it wasn't flexible on the rates on offer. I said I would go to AGL. The customer service team didn't see too perturbed by this, so I've changed providers after more than 10 years.
I have found them to be expensive and uncompetitive. Overall service can be very hit and miss (depends on the call centre representative). I have now moved to another provider and could not be happier.
Of shore call centre poor English
Poor service long waiting times on the phone transferred to of shore call centre in the Philippines staff with poor English unwilling to help if your on a payment plan pay few days late they take you of the plan staff are rude insensitive to people needs. The Australian manager is so rude and aggressive.
solar boost feed in 20 cents kWh
I was not told by the consultant prior to taking on plan about the following and did not know the following was to occur until I received my first account from them so just to let anyone know if you are considering the solar boost at 20 cents kWh be aware it is capped at 8kWh per day feed-in it then reverts to 10 cents kWh feed-in ,so the calculation is 8 kWh by number of days . for example 8kWh by 90 days = 720 kWh anything above this over that period is paid at 10 cents kWh , there are better deals out there if you produce over 8 kWh per day .Some of these companies appear to try and confuse us . I decided to take my business to another supplier where the feed in is at 18 cents for all kWh no cap with similar or better rates
Solar connection: loss of 2 month credits
After the solar system was installed I contacted Origin office by email at the end of Feb2020 and asked a question about the new look of the web-site Usage page.
I was told that it takes 'between 4-6 weeks to migrate onto the ‘My Account’ portal'.
I was waiting.
At the end of April 2020 I got an email:
'...can confirm we do have solar kWh export data from the new meter ... active from 23RD April 2020'.
The question is - what happened to exported to Grid energy from my solar system during March and most of April? I thought that I will get some ...
First bill thru the roof
First bill after moving into a new rental. One would think my power bills would be lower with gas for hot water ( gas bottles) . Well they are twice the amount. Not happy
What customer service? Pfft non existent.
I signed up with origin power as well as NBN and let me just say, the NBN side of things has been the worst experience across all NBN providers I have ever used! The modem they send is useless garbage, doesn't work properly, tech support would know how to plug in a keyboard let alone fix a tech error. And frustrating, man, one tech I had kept me doing the same thing for half hour "try it again". No matter how much you tell them it won't work, they persist. Furthermore I have not had an Australian person yet. Every single person so far that I ha...ve spoken to through their call centre has had a national thick accent so bull you have an Aussie call centre. After this miserable experience, I'm outta here and going to a provider that provides services. Can speak English. And offer reasonable pricing for something others are. Origin should hold it's head in shame. This company is gone from ok to abysmal and I really don't think I would like to stay with origin going by the reviews. Pathetic
Want a better deal from Origin? Try this
Been with Origin for electricity for years now. I called them a few days ago to get a better deal, which they provided me and mentioned that was the best deal they can do and I renewed my contract with them.
Started doing my own research and signed up with Clickenergy a day later as they had a better rates.
Origin calls me a day later only to give me a better deal then clickenegry and credit to keep me their Customer. Happy and frustrated at the same as why they couldn’t give me the same deal couple of days before that when I called them.
So if you are trying to get better deal from Origin, try this way. Giving two stars as Origin could have giving me the same deal on my first call rather me wasting my time.
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.
Stay away! A mission to leave as well
Been with them for years. This time when my plans were coming to an end no discounts offered to renew with them again. Decided to do some quotes on other providers. Realised origin is so expensive unless they are giving you are discount. Decided to switch to another provider. Then I get a million phone calls offering me all these discounts. Too little to late sorry! They even put a note on my file saying I wanted to stay with them. Not true! Stay away!
An app that has technical problem frequently. How is tracking and billing be reliable then?
When it happened the 1st time, I spoke to 2 online chat assistants who told me to reset the password. I was assured that I will see my daily cost once I do that. The problem never got rectified so I had to call the 3rd time. The 3rd assistant told me there was a techinical problem and he wasn't sure how long they can get the problem solved. I waited for a couple of days later and the app works fine.
About a week later, I could not see my daily cost and usage again. I spoke to the chat assistant and was told there was some technical issue. Sh...e wasn't sure how long the technical problem will be rectified and told me to recheck on my app at a later stage. Till now, prior to writing this review the techical problem is still not solved. All the technical problems that happened make me wonder how reliable is the whole system and whether the billing and tracking is correct.
Questions & Answers
I have just received the most bizarre and incomprehensible invoice with adjustments going back over the past year and barely an explanation as to why the changes have been made or if there’s been an error. All my previous accounts must have been wrong apparently due to “interval reads adjusted” . All made worse for me because I’ve declined buying a battery based on analysis of the last years accounts. Somethings amiss and Origins communication isn’t clear, smacks of trying to quietly resolve past errors. So frustrating and I have no avenue to lodge a complaint, I am just prompted to ring to speak to a “ friendly customer service “ and I know they’ve been trained to bat away responsibility. I’d like to see the origin management ( GM retail who signed off on the brief explanation ) actually explain my extensive bill. Cheers from a very frustrated customer (rarely complain but when it feels like I’m being misled I have to raise it) . Bill W
Recently advised of an increase to your gas! A few days later advised of a decrease of your electricity. The gas increase is greed and your alleged reduction in power is a magicians trick! You reduce power a cent and then reduce the solar feed in tariff a couple of cents whilst at the same time increase the daily charge, yea power went down, but everything else went up! You must think your customers are idiots!!!
Why after having Intellihub metering on behalf of origin confirm that my solar is in fact sending almost triple the amount of power that I have used back to the grid but my app still shows zero feedback.
Why is it when I call origin day after day I can never speak to the person in charge of my case.
Why didn’t I get my solar installed by Bobs backyard solar installation, I believe a back yard job would be more professional than what I am receiving from the so called energy experts that are currently taking my money.
Because they choose to think their customers are idiots and would settle for a mediocre service. I have transferred to a community based service with great reviews and ratings. Not the 1.9 ratings this circus has. Dump this awful service.
Get an answer from our members and Origin representatives
|Services Provided||Electricity, Gas and Solar Feed-In Tariffs|
Other Energy Providers
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.