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QEnergy
Johnno
- 2 reviews
- Verified customer
One of the best or the best electricity rates in Victoria
Great customer service combined with a real low daily connection fee matched with very competitive electricity charges. Only disappointment is their low solar rebate of 10.2 cents feed in to the grid.
Since switching to them the last 2 invoices have surprised us how low they have been.
1 comment
TimGreater Melbourne (Inner), VIC
- 3 reviews
Appalling awful disastrous comedy of errors this organization is a red hot mess
There could never be enough character space to describe the inefficiency, in fact no, the stupidity within this organization. Blinded by the apparent offer of saving up to approx. $30 a quarter (I know I wonder why on earth i thought it was worth $10 a month when i revisit the pain it was to even get them to honor the rate obtained on the compare energy site. I should have realized then it could not get any better if they were stumbling at even offering the rate they have put out. Seriously people, let me show a random act of kindness. Don't do...
Read more it, its been 8 weeks and i have just resigned wit my former retailer, and I still don't have a single bill from these people. I could go on and on and list every single issue and every unreturned call. I mean they cant even answer the phones and when you leave a voicemail it takes days if they do return your call. This is a science experiment of what happens when a monkey and a donkey breed and think they can run a power companyGreat customer service
I recently switched from another provider and had some questions which were answered by the online chat team. Very happy with my decision to make the switch. Concession discount was applied and a retrospective discount will be added to my next bill, unlike my previous provider.
1 comment
QEnergy TeamQEnergy
Hi Rama,
Thank you for that generous review! We are glad to hear that you have made the switch to QEnergy and are happy with our service and discounts. If you have questions at any time please feel fr...
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DahliaSydney, NSW
Thank you Evie, for being so helpful and thorough... You made my morning sunny
The power has been fine, even though we've been in this home 47 years. After some hitches in 2015, after I have lost my husband, you managed to get on top of it and it has been steady. Thank you QEnergy.
1 comment
QEnergy TeamQEnergy
Thanks for the great review, Dahlia! We are so happy to hear we could make your morning. At QEnergy our aim is always to do our best to provide an excellent customer experience and receiving this type...
Read more of feedback is very rewarding. Always feel free to contact us via live chat at www.qenergy.com.au or by calling 1300 QENERGY if you need assistance. Your QEnergy TeamBethany M.Central Queensland, QLD
Terrible service, complete lack of competence and continuously overcharge us or don't issue invoices
1. Every time we contact them they do not answer and return the call multiple days later.
2. Customer service agents are terrible and have no knowledge of their invoicing or how to appropiate speak with customers
3. Continuously overcharge or don't issue invoices - including double charging us for a single period
All round terrible supplier and would not recommend!!
1 comment
QEnergy TeamQEnergy
Dear Bethany,
We sincerely apologise this has been your experience. ...
Read more QEnergy acknowledges this appears to have been frustrating and we never want our customers to be inconvenienced. We would really like to get to the bottom of this issue as our customer’s experience is genuinely important to us and if we have failed we would like the opportunity to understand why things have gone wrong and resolve with you. Please reach out to us via live chat on www.qenergy.com.au, email at service@qenergy.com.au or call us on 1300 69 89 92 and ask to speak to an Escalations Team Member about your Product Review feedback so we may look into the concerns you have raised. We will do our best to rectify. Your QEnergy TeamJohn G.Central Queensland, QLD
Good customer service, call back on time, great financial hardship assistance
Currently receiving financial hardship help from QEnergy, and they have been very helpful, caring and consistent with call-backs. They have been wonderfully understanding of my situation and I would definitely recommend their service to anyone. Thankyou Evy from QEnergy :)
1 comment
QEnergy TeamQEnergy
Hi John, thank you for that generous review! QEnergy always try to do the best we can to assist our customers; so it is fantastic to hear we have made a difference. We thank you for your recognition a...
Read morend recommendation. If you ever have questions, do not hesitate to strike up a conversation with us, just call our hotline 1300QENERGY or message us via our live chat at www.qenergy.com.au, we’ll be happy to help. Your QEnergy TeamCustomer service IMPOSSIBLE!
Regularly advised QEnergy I was not receiving bills. Got 6 months of bills to be paid in 3 days. So much for my honesty. Just an apology for the "inconvenience" Their English is poor.
1 comment
QEnergy TeamQEnergy
We apologise that we appear to have had an issue with your account. Please note, in any case where billing has been delayed, we don’t expect payment within normal terms and will work with you to acco...
Read moremmodate a payment arrangement suitable to your circumstances. Please contact our Collections Team on 1300 792 441 and they will be happy to discuss and agree a repayment timeframe.DisappointedVictoria
- 3 reviews
QEnergy hopeless
I attempted to sign up but website told me they already had an existing account linked to my email address. Then I was worried that my email account had been hacked. This had never happened to me before and l had never signed up for QEnergy before. I used their online conversation window to try and sort out the problem. Their operators have very poor English comprehension and I was typing for over an hour trying to communicate the problem, with the operator saying that they had to seek answers from another manager. They don’t know what they are...
Read more doing!! Their website obviously has operation faults, as I made NO mistakes in typing my details. In the end I asked for them to remove my information and they sent me an email saying that my account? was cancelled and that my former supplier was still in effect. (I did not know I had an account as the sign up hadn’t worked and I had got an error message.)The rates might be good on paper but this company is promising what it CANNOT deliver in service!! If it seems to good to be true, it probably is. It doesn’t deserve even one star.Extremely poor customer service
Still waiting to hear back from the Q Energy customer service team to finalise our solar connection, followed their process, no follow up. They haven't responded to emails or phone messages
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DmacSydney, NSW
Worst customer service
Tried to talk to a representative of QEnergy but ended up talking to their call centre in the Phillipines.. after the first person not knowing anything at all about power supply I thought I had a trainee so I rang again and talked to another - this guy was worse !!! .. The only thing he knew was to say send an email - I asked how can I talk to someone in Aistralia & this seemed like a totally foreign concept .. I’m moving all my accounts to a company that I can talk to (in English)
Kerry TVictoria
- 2 reviews
- 5 likes
Dreadful
I found an offer on the Victorian Government energy compare website which was very competitive.
After several attempts to contact them, starting with ringing the call centre,and using web chat,
my experience was awful. Call centre staff could not speak proper English, were extremely unprofessional, and had no knowledge whatsoever of their products.
After web chat, I found this offer was misleading to say the least.
Don't go there!
3 comments
QEnergy TeamQEnergy
Hi Kerry T,
We apologise for the confusion. ...
Read more The Victorian Energy Compare website does not recognise a customer’s tariff when populating the offer, it only provides the lowest rates available in that postcode and gives a user the top offers as the first search result. This means it is not specifically referencing the tariff the user may have at the site. So we believe this is where the confusion has arisen and unfortunately QEnergy has no control over the Government website. QEnergy’s Mini Me rates are tariff specific and designed to be site-specific based on a customer’s full site address, which means the limitation on the Victorian Energy Compare site does not, at first search, show the site-specific results and that is the reason for some variances between that website and the results of the rates when provided when a customer signs up on QEnergy’s sign up portal. Customers can see their specific site results and rates by filtering search results. On the upper right part on the website, you can filter "Energy Retailers" and choose QEnergy. Untick "Show only the top offer for each retailer" and it will show all offers from QEnergy for each tariff. If you do not know your tariff, you may check it on your electricity bills or we can check it for you. If you wish to discuss further we would welcome the opportunity and encourage you to contact us at 1300 QEnergy. Your QEnergy TeamWhat a lot of garbage. You have provided the government with this market offer, and I qualify with the eligibility criteria. Do you provide these offers as click bait hoping that people will sign up t...
Read moreo something else? I am not confused and have used this service in the past, without any issues. Furthermore I would never contact your call centre again because your staff are incompetent and their English is extremely poor.QEnergy TeamQEnergy
Dear Kerry, we are sorry you feel this way and we can confirm we are meeting all regulations and requirements when publishing our rates on the government Victoria Energy Compare (VEC) website.
You a...
Read morere welcome to contact VEC to confirm this is the case.Incompetent company
Have contacted my current provider to stop the transfer. I have tried to contact qenergy via email & telephone. Today I finally spoke to someone and there was no record of my sign up on their system, even though I gave the customer number. They found no record of d.O.B. Mobile or the customer number which I repeated 4 times.
Useless company. Stay away. No customer service at all.
1 comment
QEnergy TeamQEnergy
Hi Jason,
Thank you for bringing this to our attention and we sincerely apologise this has been your experience. ...
Read more QEnergy acknowledges this appears to have been frustrating and we never want our customers to be inconvenienced. We would really like to get to the bottom of this issue and we have reached out to you directly to discuss and understand what has occurred. We hope we can resolve this with your feedback and you will consider QEnergy again in the future. Your QEnergy Teammp9abAU
- 2 reviews
- 2 likes
terrible customer service
its very bad to deal with, hard to talk to someone, or someone that knows how to help you needs to improve customer service for me to want to be a customer
2 comments
QEnergy TeamQEnergy
We are disappointed to hear you have not been happy with your interaction with QEnergy. We obviously do not want to receive feedback like this and would welcome the opportunity to learn more about wha...
Read moret has gone wrong, so we can resolve for you and provide coaching to our team on your concerns. Please reach out to us on chat or call 1300 69 89 92 and ask to speak to an Escalations Team Member about your Product Review feedback. We will do our best to rectify. Your QEnergy Teamits so bad i do not know how you are in business, might be cheap but the customer service will make you understand why its cheaper than most others , if you like dealing with people from another country this is for you
KaneGreater Melbourne (Metropolitan), VIC
Can't even sign up!
Have been trying over the last week to sign up to the new MiniMe plan and the online portal was throwing up an error with my address. I tried calling the customer service and they stated the sales team were busy and would call back but it would be better if I engaged with the chat function online. I proceeded to do this and was told by agent on chat that he couldnt fix my issue so he would get a supervisor to call within three working days. On the third working day, I re-engaged with chat after not getting a call and that person (same as I had ...
Read morespoken to before) asked me to retry online, which again did not work. His solution was to try again in three days online (hardly a solution!). I asked to speak to his supervisor who stated that the online portal is down and there is no way to manually register new customers and their solution was the same as the other attendant... try again in 2-3 days. How this is a solution I have no idea.. I dread to think what their service is like when they have you as a customer given I cant even get to that point.....1 comment
QEnergy TeamQEnergy
Hi Kane,
QEnergy apologise this has been your first experience with us and that it has not gone smoothly....
Read more We have had a very high level of interest in our new Mimi Me product and our Sales Team have been working very hard to respond to customer enquiries as quickly as possible. We have found, that in some cases, we have had issues with our online sign-up Portal, where multiple sites are being recognised in the National Electricity Database which results in our Portal not being able to accurately recognise and determine our customer’s correct site address. QEnergy had hoped this would have been resolved more promptly and prospective customers sign ups were not delayed. However, to avoid potential problems, wrong site sign ups and customer concerns we wanted to take the time to rectify 100% and we have had no alternative but to advise customers to try again at a later date. We understand this is not the best experience and we are also disappointed these issues delayed your sign up to QEnergy. QEnergy are happy to confirm we have resolved this setback and are currently thoroughly re-testing the site for all sign up scenarios and will have this bug fixed by October 26th. We thank you for your feedback and again we apologise for the inconvenience. We hope you will try again at that date to successfully sign up to our Mimi Me Product. Your QEnergy TeamMark S.
- 5 reviews
- 1 like
Again in front with our instalment payments
Again q energy is gonna take all our instalment payments as there is an error in there billing system this only ever happens every time we get in front with our payments It doesn’t make sense ,i will be switching back to ergon energy 3 times now with q energy is enough stay clear of this company now q energy saying we will get multiple bills such a scamming company
2 comments
QEnergy TeamQEnergy
Hi Mark,
We are disappointed to hear your experience with QEnergy has not been positive. Unfortunately, we don’t have any automated way to provide a regular statement of account as payments made are ...
Read morereflected only on your billing. If your billing cycle is quarterly, any payments you have made in the prior 90 days should reflect on the new bill when it is issued.Contact escalate team what a joke no one answers you says all crap about covid to contact online liars cheaters dont trust this company at all avoid at all costs i have made application to ergon energy to come back to them
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JayNew South Wales
- 3 reviews
- 2 likes
Qenergy - the Covid Rorter.
There are two components your electricity bill - 'cents per kilowatt' and 'service charge per day'. In 2019, it was 20.599 cents per kilowatt and $0.83 service charge per day. On the last bill (21/09/2020), it rocketed to 25.5827 cents per kilowatt and $1.04 service charge per day. That's a 20 - 25% increase in less than 12 months. I'm now changing to another supplier that has electricity at the old rates.
2 comments
QEnergy TeamQEnergy
Hi Jay,
Like all businesses we do have at times to adjust our rates, however, we have not had any recent changes. Without details of your specific account, we are unable to investigate your concern....
Read more Please contact us on 1300 69 89 92 and ask for a member of our Loyalty Team and we will be happy to review this with you and hopefully resolve what has occurred.Not watching your elec bill means you get rorted.
RORT: verb; definition: work (a system) to obtain the greatest benefit while remaining within the letter of the law.
ISSUE DATE SERVICE CHGE $ p/Day Cents p/kW...
Jeffrey D.Illawarra, NSW
excellent help from Dory..thank you
I was struggling to understand my latest bill, thought it had gone up 10%, but Dory simply explained they incorporated the 10% GST on the rate., rather than at the end of the bill.. derr...so no change thank you!
1 comment
QEnergy TeamQEnergy
Thank you for that great review, Jeffrey! We are happy to hear that we have been able to impress you with our service. Here at QEnergy, we always strive our best to cater to our customers’ needs, so w...
Read moree are glad that you appreciate our efforts. Feel free to contact us at 1300 QENERGY if you have any queries, lines are open 9am - 6pm every week day. -Your QEnergy Team- Verified customer
Excellent and knowledgeable customer service.
Really impressed by this company. Mainly contacted them via their chat service and all employees I've dealt with have been fantastic. We were with them for a few years and they quickly and efficiently dealt with issues such as changing Controlled Load and installing smart meter. I unfortunately had to transfer to a different company after installing solar panels because their solar tariff is very low. Am now with AGL and QEnergy service is head and shoulders above that company. If they raised their solar tariff I would move back without hesitation. Highly recommended.
1 comment
QEnergy TeamQEnergy
Hi Brad,
Thank you so much for those kind words! Here at QEnergy, we always strive to do the best we can to help our customers, so it is always appreciated to have good feedback on our efforts. We th...
Read moreank you for your recommendation, and if you need consultation on electricity concerns please feel free to contact us at 1300 QENERGY, lines are open 9am - 6pm every week day.John SSouth East Queensland, QLD
Very poor service.
I have domestic power with solar. 2 days to issue a bill post meter read but 3 weeks to partially correct an error they made. Interestingly both original error and remaining error in their favour. No one is interested in solving the problem quickly. They owe me a significant refund and the delays and accounting errors seem suspicious.
Company has a Brisbane address but all dealings are through an offshore call centre where workers address problems by sending emails to other workers.
Would not recommend.
1 comment
QEnergy TeamQEnergy
Dear John,
We apologise for the concern and acknowledge the poor customer experience in this instance as we could have actioned more promptly....
Read more We understand the issue has now been resolved however, if that is not the case please reach out to us on 1300 69 89 92 and we will have an Escalation Team member review with you. Thank you. Your QEnergy Teamdisappointed after being long time customer
We have had accounts in multiple states with QEnergy for 6 years. So far no issues until recently. With one of our VIC ones they internally changed us from fixed rate to variable rate (without notifying us) and then a price hike began. Even though we had an agreement for 32.23 c/kWh (I know, expensive area) they charged us 54.2443 c/kWh for Step 1 and 67.64.01 c/kWh for Step 2 (which is +35% more than the VIC Default Offer price!) When I rang them up, I was explained that after they sent out the agreement, there was a price increase ... and the...
Read moren I asked how come the other agreements are all ok, and the price is adhered to, they come up with all sorts of explanations. My tip: always check your electricity bills and compare with your contract and act immediately.1 comment
QEnergy TeamQEnergy
Dear Labrador,
We are sorry your experience has been less than you expected. We seem to have had a communication breakdown. We are happy to have our Escalation team review this further for you and a...
Read moresk if you want to discuss further please contact us with your account details at service@qenergy.com.au and request our Escalation Team review the issue.Questions & Answers
Revcoasked
What is your relationship with MOJO POWER P/L and why has it not been disclosed?
No answers
Jeanette Moleasked
My daughter has recently passed away and we have only now discovered she is with Qenergy. Please contact me regarding the cancellation of her account. I am her mother and next of kin. We have a Death Certificate. We have cleared the unit and handed back the keys, but I think we should get the electricity shut off. Thanking you Jeanette Mole.
1 answer
QEnergy TeamQEnergy
Hi Jeanette,
We are truly sorry for your loss. Please feel free to let us know how we can be of assistance. We may need you to contact us and provide the account reference number so we can assist you immediately. You may email us at service@qenergy.com.au or via live chat at www.qenergy.com.au. Alternatively, call us on 1300 698992.
Annasked
How can I switch to your company?
2 answers
Lauren W.QEnergy
Hi Ann, you may call us at 1300 QEnergy or visit our website qenergy.com.au to see our latest offers.
-Your QEnergy Team
why would you want to switch to them.... I only owed them $700/ and was disconnected. Yes, I fell back with my payments, but I have a good reason " I had no money ". and now.... no electricity. I called them and was told that if I can pay half at the time of call they can put in the request for re connection which will take any time between 24 - 48hrs and the full balance must be paid the next day. Since i was still struggling financially I asked if I pay the requested half now can the balance please be made $100 a week (next 3 weeks) to which she said, I will have to put you through to the supervisor. When the supervisor came on she just rudely said, as they have been patient for the last few months I have only ONE option and that is to pay the full amount to get re connection done.
Even though I explained that the lady before offered to take only half to get reconnection she insisted that I now have to pay pretty much the full amount. got nowhere with my begging and she just said " ïf you dont want to pay then i am just going to end the call" - and so she did. By the way almost 5 yrs of service and i have never let bills get to this. this is loyalty.
There is NO care anymore.. its all about the money.
anyway, guess other retailers must be same. but i doubt they will disconnect for just $700 (that actually included the bill due end of this month too)
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QEnergy TeamQEnergy
Hi Johnno, thank you for that wonderful review! At QEnergy we strive to provide the lowest possible rates we can and back that up with excellent customer service, so we are thrilled to hear our NEW Vi...
Read morectorian Mimi Me rates meet your requirements and we have impressed you with our service. Thanks for the feedback on the Feed in Tariff, we will be sure to pass that on to our Management Team. Feel free to contact us at 1300 QENERGY, service@qenergy.com.au or message us via our live chat at www.qenergy.com.au, if you have any queries, we are open 8am - 6pm every week day. Your QEnergy Team