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QEnergy
- 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
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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
Michelle E.QEnergy
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 TeamSimilar opinion? Write a review on ProductReview.com.au!
disappointed 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 more
n 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
Michelle E.QEnergy
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 more
sk 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.Similar opinion? Write a review on ProductReview.com.au!
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wontbudgeSydney, NSW
- 2 reviews
Be careful when leaving
Used QEnergy for 4 years, however as their prices crept up and there were better deals out there I switched. Unpleasant leaving experience highlighted by their decision to remove my direct-debit *before* settling my final bill. The first I heard about this was receiving a 'referred to external collection service notice". Unnecessarily nasty and unpleasant way to end a trading relationship. Couldn’t recommend and wouldn’t go back.
EDIT : The response below simply highlights the ingrained unhelpfuness which exists in this utterly broken and mism...Read more
anaged organisation Creating a problem by cancelling an active direct debit and then stating I don't have an active account (whilst still supplying me electricity and acruing usage charges) simply makes no sense whatsoever. Although QEnergy was once good value, Government comparison websites will confirm there is now little-to-no reason to have to deal with this redundant and irrelevant supplier.1 comment
Michelle E.QEnergy
Dear wontbudge,
QEnergy is sorry for creating this poor experience. ... Read more
As explained by our team today, our authority to direct debit your account is only in place while you have an active account with QEnergy. Once your account is closed and a final bill is issued we no longer have authority to access your bank account. This is included in our terms and conditions, however, we acknowledge this not always something that is top of mind when changing retailers and we are looking to improve this in the future to extend authority to cover the final account. We do send a notice to remind all closed accounts, that have not been paid by the due date, that should the account remain outstanding for a further 2 weeks we may refer the debt to an external mercantile agent for collection. This is only designed to be factual and advise the collection process and we apologise you felt this was not appropriate. We take on board your feedback and we acknowledge your view on this, in conjunction with the circumstances of how your account came to be outstanding. Again, please accept our apologies for causing concern. Your QEnergy TeamSimilar opinion? Write a review on ProductReview.com.au!
Terrible Service Provider
Would not recommend this energy company as they are completely unreliable. I was charged $600 for my energy bill even though there was no one living in the apartment for the first month of the quarter. The next bill we got was $200. When we called up to ask them why there was such a huge discrepancy they tried to blame it on us but we hadn't changed our energy consumption at all. Very very disappointing with this service. Avoid at all costs.
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Helen D.South East Queensland, QLD
Overbilling is regular and hard to check.
Signed up with QEnergy for gas and electricity after comparing costs with all companies.
I knew I would be away from my unit often [travel for work] so signed up with them for cheapest rates per kw.
Really regret it
Charged for high usage when the property was unoccupied repeatedly.
Told me this can happen with electrical faults at the property, and they just bill by the energy reading Energex gives them
Energex couldn't confirm the high readings though, and I got threatening letters of debt collectors when I inquired further. Also may have been problem with supply: when I returned to property fridge contents had gone off but fridge power was left on. ...Read more
Property manager assures me there are no electricity faults at property. Am inclined to believe him, as had not trouble when I am there and he does other repairs promptly Will report to regulator but encourage others to double check bills, try a different company.1 comment
Michelle E.QEnergy
Hi Helen,
We are disappointed that your experience has been this way and would welcome the opportunity for an escalation team member to look into these matters for you.... Read more
QEnergy doesn’t supply gas so we just wanted to clarify that one point. Could you please contact us on 1300 69 89 92 and ask for the Escalations Team or email us at service@qenergy.com.au. Thank you. Your QEnergy TeamSimilar opinion? Write a review on ProductReview.com.au!
Ivan
- 3 reviews
- 4 likes
Poor Service - Stay Away
We used this company for our business.
Has been nothing but difficult.
Pricing is not competitive.
Bills are late and then you are bombarded with requests for money and a thousand calls.
When billing issues are raised , they get defensive and never provide a solution.
Upon closing the account, they don't do it in a timely manner and then blame Ausgrid whilst still charging usage charges. Continually threaten collections and aggressive phone harassment.
Customer service is poor when trying to settle and resolve account.
Stay away - there are better providers - with local based operators as opposed to what this company provides.
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NickSouth East Queensland, QLD
- 5 reviews
- 6 likes
- Verified customer
Dishonest. Increased price twice by over 30% within 2 months.
After being with QEnergy for some time, they have jacked price up twice within 2 months by way over 30%. Wich made them the most expensive on the market.
Plus every time they have done price change is in the middle of the billing period, so even if you change the provider, you have to pay higher rate for the last quarter.
Dishonest.
2 comments
Michelle E.QEnergy
Hi Nick,
Can you please contact us on 1300 69 89 92 or service@qenegy.com.au so we may review and discuss as we believe there may be a miscommunication as it is not our practice to increase rates on a regular basis. ... Read more
We would welcome the opportunity to discuss and provide a resolution and better experience for you. Thanks, Your QEnergy TeamNo miss-communication took place, just pure dishonesty.
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Steve S.Sydney
- 29 reviews
- 17 likes
There are better deals around and better customer service from other provider
I am really offended by this company, they sent a letter on 31 December 2019 to specify they want to increase my electricity cost and had the nerve to claim they are "competitive" in pricing. What a letter to welcome your customer in 2020! Within a few minutes I found companies with better deal, and have since made the switch.
I have been also very unhappy with the billing practices by this company, a lot of things are really not very clear on the bill to me and there had been quite a few exchanges in relation to this as well. Also, when a cus...Read more
tomer is entitled to a refund, it should be indicated clearly on the invoice that the customer is not required to pay. I am also unhappy that they would adjust the "smooth pay" as soon as you are slightly over, but took them ages to adjust the "smooth pay" when you are consistently under. They also do not refund over payment until much later. Here is the thing, they demand you pay within a week of issuing invoice, but they can take as much time as they like to refund you. I am glad I made the switch. Cannot recommend this company to anyone.Similar opinion? Write a review on ProductReview.com.au!
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Quoc L.South East Queensland, QLD
Not sending out my bill and demanding the payment
This is the second time this has happened they dont send a bill and put me straight to collection notice im going to change provider as soon as possible this is not good enough.
2 comments
Michelle E.QEnergy
Hi Quoc L,
That is disappointing to hear and we apologise for any inconvenience. Your registered preferred communication method on our system is email.... Read more
Can you please contact us on 1300 69 89 92 or service@qenegy.com.au to check the email address as we note we have not had any undelivered advice on your invoice and our system is recording these are being delivered. We can suggest you check you junk mail and spam filters. Thanks. - Your QEnergy TeamSo why are you sending a collection notice if i dont get my statemants with that email for my power bill i would pay it if i had it. it doesn't make sense like i said this is not the first time.
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No answer on their phones just asks to leave a message
No answer on their phones just asks to leave a message and currently need a new meter as my solar feed in is actuallly adding to my buy in usage
1 comment
Michelle E.QEnergy
Hi Jordan,
QEnergy apologises we have not been able to answer your call during the time you have tried to contact us. ... Read more
We have a telephone system that is answered by our energy specialists, however, on some occasions, the lines are busy and it is unavoidable and we ask that you leave us a message. We endeavour to respond to all messages within 24 hours. We thank you for your understanding and as you are aware we are taking corrective measures as discussed with you. -Your QEnergy TeamSimilar opinion? Write a review on ProductReview.com.au!
JasonNew South Wales
- 2 reviews
- 2 likes
Consumer's beware, 200% increase in electricity rates.
Signed up with QEnergy for a 24 month contract of discounted electricity, charged at 19cents per Kw. Promised at sign up that I would have my own personal account manager who would communicate personally with me any issues or changes to my account. Had no problem with them throughout the course of my contract and was fairly happy with my electricity bill of around $3000 per quarter for a small business operator. Come the time of recontracting they sent me an email 20 days prior to my contract end date advising me that me rates will increase ...Read more
200% to 39cents per Kw. Unfortunately for me, this email ended up in our spam folder and I overlooked it. Nonethless, as I did not respond to the email, they automatically recontracted me at the higher rate. This saw my quarterly bill increase from $3000 to more than $6000. By law they are supposed to give 20-40 days notice before the contract end date. QEnergy chose the 20 day option, knowing that to organise a transfer to another provider and arrange a meter reading within 20 days is near to impossible. I raised the issue with EWON, but despite advertising they accept complaints based on high rates, they are powerless to take action on such as rates are not regulated by governments. Also, it appeared QEnergy had deleted my recorded interview at signup, denying the offers made of my personal account manager. Read on and you'll find numerous other reviews with experiences similar to mine. This is a familiar tactic used by QEnergy. They get you in on promises of cheap energy rates and false promises of personalised customer service, then slug you with an unrealistic and unfair price rise at the end of the contract with little or no time to act. Avoid by all costs.Similar opinion? Write a review on ProductReview.com.au!
quickhostSydney, NSW
- 12 reviews
- 8 likes
Changed meter, reduced my fuse size, didnt advise. not fixed 3 weeks later
Misleading claims on their pricing structure re: solar
Added solar meter and made unauthorised change to my mains fuse and I have been following up for over 3 weeks. Constant run around, no action.
1 comment
Additionally, my price per kw in excess of doubled, and they refused to even budge on pricing.
This mob are completely incompetent and will go down the gurgler.... Read more
I ended up at the power ombudsman just to have the damage to my switchboard repaired.Similar opinion? Write a review on ProductReview.com.au!
Aaron CHornsby
NOT A SATISFIED CUSTOMER
I joined QEnergy about 12 months ago and got a 24% discount with the contract. 2 months ago I moved from this address and re-connected with QEnergy in my new unit. I recieved my first bill for the new address and saw that my price per KW was doubled to 38.00C/KWH. When I called to see why I was not getting any discount anymore the customer service rep told me that discount was no longer available. I the spoke to the "Loyalty team" and was told this is the case. I asked if they would put me back onto the same contract and was told no. I asked wh...Read more
at if any discount I might expect and was also told none. Even when I said this is not good enough and let them know I would not be staying with them. I was told to "Have a nice day" Within minutes I had found another company willing to take my business with 23% discount. they can go jump, Ripped off!!2 comments
Lauren W.QEnergy
Hi Aaron, we apologise we appear to have failed to meet your expectations. We understand and acknowledge our rates may not always suit your needs and we are pleased to hear we could service your requi... Read more
rements with a suitable rate during the previous contract term. At times, like all businesses, we may need to adjust our rates to respond to market influences and commercial factors. QEnergy is continually reviewing our products and offering our most competitive pricing available at the time. We value your feedback and are sorry it was not possible to offer you a discounted rate at that time that met your needs. If you wish to discuss further we would welcome the opportunity and encourage you to contact us at 1300 QEnergy.Thank you for your response. Unfortunately Given the fact that I joined QEnergy for the discounted rate in the first place, and always paid on time. And showed Loyalty by reconnecting when moving addr... Read more
esses. You fail to understand that I would be an idiot to accept full retail pricing with you when re-connected. I gave the customer service team an opportunity to make at least an offer but none given. And why would I need to discuss this further if I`m going to be told the same thing again? I would only consider staying if you would adjust the invoice for this quarter and supply the same discount as previous.Similar opinion? Write a review on ProductReview.com.au!
Qenergy affordable, reliable power!
Commercial house power, along with excellent pricing & customer relations. Qenergy has extremely reliable power with very little power drop outs, highly recommended a ***** 5 star ***** service!.
1 comment
Lauren W.QEnergy
Hi FalconX, thank you for that great review! We are happy to hear that we have been able to impress you with our service and rates. Here at QEnergy, we always strive our best to cater to our customers... Read more
’ needs, so we are glad that you appreciate our efforts. We do have a refer a friend offer, where every successful referral you make who switches to QEnergy you can both earn a $50 credit on your next invoice, you can see further information on this offer on our website, http://www.qenergy.com.au/Refer-A-Friend. If you have any questions, please call our hotline 1300 QENERGY. – Your QEnergy TeamSimilar opinion? Write a review on ProductReview.com.au!
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elizabethNewport,Sydney
- Verified customer
Do not go near this company. Accounting system is inaccurate. Contracts are inaccurate.
Choice transformer arranged a switch for me. Within a month I was advised the meter was faulty and needed replacing. We do not know if it was faulty but I did discover the supplier had notified the previous retailer in feb 2018 that it was faulty and that retailer did not advise us nor do anything about it. Suspect it was overcharging. So the meter was replaced and within 4 weeks Qenergy issue notification that because a new meter was installed they have to change the billing system - why??? - and issue a new contract which I may choose or not ...Read more
to , sign. The peak rate went from 20.79 c/kWh to 37.62ckWh. Supply access from 0.77 day to 0.88 day. In 2 months I have made 4 payments on the initial contract, not 2 . Their communications usually arrive Friday and as there is no weekend office you have to wait until Monday, hence losing 2 days of contract time. I could go on ....... Please be warned.1 comment
Lauren W.QEnergy
Hi Elizabeth, we understand your frustration and as previously advised it was your Network that made the decision to update the tariff on your account, in conjunction with the Meter Exchange, which ha... Read more
s resulting in us having to supply a new contract. Unfortunately, QEnergy have no control of this tariff change process and we acknowledge that our rates may not always suit your needs. QEnergy cannot comment on other retailers practices however, as soon as practical, QEnergy actions these requests from the Network on meter fault notifications to prevent any potential future issues with meter readings and incorrect billing which could arise from a fault or end of life meter. We are happy to discuss this in more detail with you and encourage you to contact our Escalations team so we can resolve the accounting query and provide you further clarity and options on the tariff change.Similar opinion? Write a review on ProductReview.com.au!
DanSouthwest, VIC
- 4 reviews
- 3 likes
- Verified customer
Quite incompetent.
We have had nothing but headache after headache trying to have our QEnergy service disconnected after moving out of an apartment.
They stuff up the final invoice every time, throw new charges on there, try to bill us for the wrong period etc etc. It's now 3 months since we moved out and they're still sending me incorrect invoices which are a huge pain to follow up.
If only I could bill them for my wasted time.
2 comments
Lauren W.QEnergy
Hi Dan,
We apologise we appear to have failed to meet your expectations. We would welcome the opportunity to review and resolve the issues and would encourage you to contact us on 1300 69 89 92.... Read more
-Your QEnergy TeamThanks but I'm currently waiting for an amended invoice from your team already. We'll see if that one is correct or if you still try to charge me for energy used after the agreed move-out date of 23 September on my file.
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Lisa SHunter Region, NSW
- 2 reviews
- 1 like
Very difficult to deal with, lucky some customer service staff are better than others
The problem is not with getting the electricity turned on, its with getting the electricity turned off. I am operating a pop up shop on a short term lease. I made Qenergy aware of this when I connected - I phoned to let them know that I was vacating the premises and needed the electricity disconnected (providing 3 days notice) on a particular date and time. I was informed that I would need to be on site five days later to allow the meter reader to do the final reading, here lies the problem, I will no longer have the keys nor access to this ...Read more
premises as I would need to hand the keys back - I asked could they provide a time that the meter reader would arrive so that the real estate agent might be able to provide access, I was told no - they could not give me those details. So clearly we have a problem, I can not get access and they cannot disconnect the service! I asked them to take notes that I will no longer be at the premises and that I was not prepared to pay for any money electricity after that date - I was told by a very rude customer service person that it was bad luck and that I was still liable until the meter reader could get access to read the meter. This went around in circles - I informed them that I would photograph the meter reading to provide proof of usage - I was told that this was unacceptible also. I dont know what to do. Their customer service people do not offer customer service just customer distress. I subsequently phoned back and spoke to somebody different who is trying to rectify the situation.Similar opinion? Write a review on ProductReview.com.au!
JacquiGreater Melbourne (Inner), VIC
- 2 reviews
- 2 likes
Price per KWH doubled
Similar to other Victorian customers my price per KWH DOUBLED in March this year. Unfortunately I've only just picked this up with my latest bill. QEnergy claim to have sent an email with the price changes back in March. I've gone back though all my emails to February and have not received any notification of a price rise. I received all their bills though. I asked QEnergy for evidence an email was sent and I got emailed an image that showed a date and my email address. This basically tells me nothing and proves nothing. They also claim they ha...Read more
d met their legal obligations and that they have a right to vary their prices from time to time. I don't have a problem with them changing their prices. I have a huge problem with not being adequately informed and know this is a direct violation of consumer laws. I suspect they snuck the new charges in a way customers would not notice. So much for honesty and transparency with their pricing. Their conduct is disgraceful. I've changed providers and will be lodging a complaint to the electricity and water utilities ombudsmen.Similar opinion? Write a review on ProductReview.com.au!
TonySydney, NSW
- 3 reviews
- 6 likes
Qenergy cheating company
Should never take connections from Qenergy as it is fake company without a billing system if you have multiple connections be sure they will cheat you by making you to pay the same bills again can.
In my case they connected the shop near to my home and when requested to disconnect and connect my home they Added my home to the connection and still not disconnected the shop telling the reason that no one else is connecting it.
Customer service is the worst.
On moving out they will not disconnect and make you to someone else’s bill.
Don’t use it.
June 13th 2019 Update: Cheating company....Read more
Very bad in billing doesn’t have a billing system hence will keep on sending the bills even after paid and will spoil your credit history by sending it to external collections My connection address can be shared if product review requiresSimilar opinion? Write a review on ProductReview.com.au!
Questions & 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
Michelle E.QEnergy
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)
Antony Hasked
qenergy i switched to you months ago as i have a smart meter and pay as i use ive not received my smart cards to pay im disgusted how you havent sent my cards as i have clocked a debt up now i wanted to change back to my old surplyer only to here off them to say i cant switch back as you have blocked them soon as my cards come im paying the bill and switching back to my old surplyer and were is your contact number as i cant get hold of you with a complaint eithe over this
2 answers
Lauren W.QEnergy
Thank you for the feedback Antony, our contact number is 1300 44 85 35. Without having further details on your account it is difficult for us to answer your feedback. Please contact us so we can help resolve this issue for you.
-Your QEnergy Team
i tried to ring you my phone wont let me get through to you i live at 150 albert rd farnworth bolton bl49hu its mr a hardman all i want is these cards to come to my address so i can pay this bill;l ive clocked up on my smart meter ive had no cards delivered for months still waiting you told me i had a 2 week period to cancel i tried to go back to my old energy company only to here off them that i cant because im in areas through your company not sending the gas and electric cards im in debt now when i wasnt before get these cards sent to my address right now so i can pay my debt and get rid of you its disgusting get them cards to my address right now
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Michelle E.QEnergy
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 more
ank 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.