Red Energy

Michael provided excellent and patient service to me today, so rare in this day and age! – Discussed by phone with Michael today if I was on the best price electricity plan with Red Energy. After some discussion and advice from Michael, I changed to another electricity plan that best suited my current needs and best of all, the new rates of electricity charged were cheaper than what I was previously paying. Very happy with the… Read more ·  1

excellent service by Michael today he was patient, explained everything in detail with excellent customer service, however, he asked me to do a quick survey at the end of our phone call, but I accidentally finished the phone call before I could do the phone survey, so this is why i am completing this compliment review. My apologies, Michael.

Red energy service was quick and efficient with reliable information on my energy account. Helped by saving money over $100.00 on my gas for 12 months. I highly recommend red energy, their energy plans save money and are easy to understand and use. Show details

red energy. NO IDEA HOW THIS COMPANY CAN continue to function the way they do. My red energy experience is at BREAKING POINT AGAIN IT SELLS A PRODUCT THAT CONTINUES TO CONFUSE.......................... It Seems No One Is On The Same Page. It Started Out OK Initially... After Signing Up I Paid My Account By Card. Quiet Easy To Achieve.. Even For An… Read more

Old Bloke Like Me. After Changing Banks I Decided To Use A Direct Debit... I Rang As The Payment Date Approached To Ensure My Payment Would Be Met & Advised Everything Was In Place & Would Be Paid, However, This Is Where I Found My First Issue.. An email Was Sent Stating My Payment Failed. After My Son RECTIFIED THE ISSUE MY PAYMENT WAS CONFIRMED & EVERYTHING WAS GOOD TO GO... With Payment Confirmed I Made A Decision To Remain With red energy. Late Last Night Low & Behold I Received A Late Night email STATING MY PAYMENT HAS NOT BEEN RECEIVED. I REFUSED TO CONTACT THEM AS emails DON'T SEEM TO GET THROUGH TO THEM & IF I OPT TO PHONE THEM IT TAKES ANYWHERE FROM 35 TO 40 MINUTES TO GET THROUGH. IF THATS GOOD BUSINESS I MUST BE WAY OUT OF TOUCH........ MOVING FORWARD I Will See What Time Brings Me... AS FOR A RECOMMENDATION I MUST WARN TO THINK HARD BEFORE SIGNING UP WITH red energy.. Absolutely Awful Experience. In Ending.... The Choice Is Yours. As For Me.. Only Time Will Tell, However, I Won't Be Making Any Attempts To Contact this UNPROFESSIONAL company..

I've come over to Red Energy recently after trying Sumo and Glowbird retail electric providers. I'm with Jemena as my wholesaler in Melbourne. I've looked at most of my electric bills over the months (~$190@mth) and realised they've been going up perhaps partly because I've been using the new AC a lot and also because of the rate I pay. I selected… Read more

the Red 5x hours FREE electricity between 11am and 4pm, which is followed by high peak rate between 4pm and 9pm at 35cents@kWh. The shoulder rate 20cents is between 9pm and 11am. The controlled load hot water is 21cents. The supply charge is $1.18@day. I have adjusted my use to this time of day rate as I'm at home most of the time. I only put the Washing machine/dryer/dishwasher/AC/vacuum cleaner/stove on between 11am and 4pm. I have motion/timers on my lights/etc which are auto. I'm even turning off the fridges for a few hours in peak via timers. Any number of devices are left on because there're essential like the router/garage door opener/etc. I've calculated that i could save up to $500 @ yr if I'm careful on a total bill about $2K~$3K. I don't have big solar/battery or EV. I do have some small camping solar/batteries/inverter which I may hook up in high summer for the fridges. It's a bit complicated to really understand your electricity use and costs which is partly helped by the Vic government’s comparison Web site. Both the wholesaler Jemena and the rogue collection of retailers don't help much probably on purpose as it's in their own interest to promote high bills and use. For example the Jemena App-log of use does not track controlled load and they won't tell me much about it except I can see I pay 81cent to $1.04@ day for the relative cheap pleasure of hot water. The Red App-log does show the total use including controlled load. However it is not running on daylight saving time so is misleading. Red has replied to both my queries about timing and controlled load with typical corporate double speak making nothing clear. Statements such as our Red App is simply projecting your use side steps what is the central question of actual cost I'm up for by hour/day so I can activately manage my electricity use. I've looked at getting a home battery (and maybe also solar) which could help me during peak or off grid, but that would cost me between $4K~$10K upfront. I'm green and keen to soak up that free solar surplus during the day which is probably otherwise going to waste. I don't mind paying a modest electricity bill instead of my own investment privately in solar/Battery. However a better outcome for all would have to be the quick closing of the gap where large corporates/government complete a virtual total green energy grid via large scale infrastructure investment to exclude the remaining coal/gas generators. I understand it's only about 50/50 for states like Victoria and nsw with green Vs fossil fuel. It's an essential service like water so just get it done already at a reasonable price to consumers.

I've found them to be friendly and helpful and I have been offered great ways to help pay for an electricity bill for a family of 8. Best customer service from an energy company EVER. Show details ·  1

I trust Red Energy completley, their prices are very competitive, the staff are polite and knowledgeable. I was a customer of theirs for a few years, but to my stupidity, I changed companies, the one that's having to pay back millions to customers! Show details ·  1

Overbill you on a whim and force you to pay! – Was, note WAS, a loyal Red Energy customer for 3 YEARS! My last bill was 3x Normal, and they just brushed it off! Their excuse - that's what the meter says. 3 years of steady usage data and they just bill me 3x the amount and have NO CARE AT ALL.… Read more

Do not use them, poor customer service, poor rates, just poor all around! Had they not OVERBILLED me, this would not have been written, but here we are!!! Thieves!!

I have chosen to use Red Energy for my Electricity and Gas services for a roughly four years now. To be honest I can't say whether this means we always get the absolutely lowest available rates. However, my dealings with them have led me to conclude that it is a reliable company and, another point in its favour is that it is Australian owned. … Read more ·  1

Aside from that I have one key reason for sticking with them -Their call centre is locally run and whenever I have needed to contact them I speak with someone courteous, super-helpful and clear. I have never been given the brush off or the run-around - this is worth saving a dollar or two here and there by accepting other 'you beaut' offers but that have poor customer service.

I am a long-term Red Energy Customer. I recently spoke to a Red Energy Customer officer, Louie, regarding a internal switch to another plan of Red Energy (Red Power5)..It was a pleasure speaking to Louie, who was not only knowledgeable but polite and friendly, and he patiently answered the questions I posed. As I had all the answers I needed, it was a breeze to sort out what plans I wanted. Thank you Louie! Show details ·  1

We were with Red Energy for nearly 10 years in NSW and SA. We thought they were a great company and found the customer service to be exceptional. For most of our time with Red, the 'rate finder' call centres would tell us we were on a great deal and they couldn't find a better deal. Unfortunately when we added a battery to our solar they were no… Read more ·  1

longer competitive. I would happily return and I like supporting an Australian company and the frequent flyer points were a real bonus.

Disappointing Service After 5 Years – Not Recommended After five years as a loyal Red Energy customer, consistently paying my bills on time, I contacted them to request a review of my high electricity bill and more competitive rates. The representative, Bella, advised that I was already on their best offer and could simply change providers since… Read more

there was no lock-in contract.

Only after requesting to speak with a team leader was I offered a $50 credit.

I subsequently found another provider offering significantly lower gas supply charges and cheaper electricity rates.

I was disappointed by the lack of effort to retain a long-term customer. Based on my experience, I would not recommend Red Energy.

Existing customer. Wanted to change my plan, couldn't do it online. Sent call back request yesterday at 2pm, nothing yet a day later at 10am. Try calling them, 40min wait... Show details

I would never use this provider again. Ridiculous waiting tome to get through them. 40 mins plus still on hold. The only time you can get through is when they are abiut to close and then you are rushed through the conversation. My last gas bill with them was $700+. For 1 person usage thats insane. In 6 yrs 10 mths leaving at thr same property my… Read more

bill has never exceeded more than $250. It was embaded seevice so i have no other option than to go with red energy. Called them on the issue, never got a call back or follow up call.

Here’s a polished version that keeps your frustration clear and firm:

I would never use this provider again. The waiting time to get through to them is completely ridiculous — I have been on hold for over 40 minutes and still haven’t spoken to anyone.

The only time you seem to get through is close to their closing time, and then you feel rushed through the conversation.

My last gas bill was over $700. For a single person’s usage, this is absolutely unreasonable. In the 6 years and 10 months I have lived at the same property, my gas bills have never exceeded $250.

Unfortunately, gas was an embedded service, so I had no choice but to use Red Energy. I contacted them about this issue, but I never received a callback or any follow-up.

The lack of customer service and support has been extremely disappointing. I would not recommend this provider.

When I started with them I was very happy and would recommend. Now not so much. I haven't received adequate communication regarding installing a smart meter, it's been over three weeks and still hasn't been done. Other family members also have similar experiences with long call wait times. Edit: I called back again today for the fourth time to be… Read more

told they hadn't actually processed the request and it will now be 8 weeks from the request to installation and they gave me a $50 credit. The whole experience just not good enough. The staff themselves seem to be no issue.

Billing was all over the place. I have one of those automatic meters that allow the energy company to get an accurate reading without having to come to inspect the property. I checked the red energy app constantly following a massive bill shock. Discovered that my bill was looking great, even a little under what I expected. When they issued the… Read more

bill they added $300 to the bill with no explanation. I attempted to call them to discuss the matter and was told it would be a 37 minute wait for me to speak to someone.

Switched immediately

Red energy did reach out to me over this review and attempted to tell me that a 37 minute wait time was acceptable because they didn't want to rush their other customers. Their CEO got a bonus of $340k last year on top of his pay rise from $670k to $1.1million. I wonder how many other c-suite execs got massive pay rises instead of hiring enough staff to do the job right?

Really wanted to love red energy. I wanted profits from my bills to go to the state governments rather than Asian businesses like energy australia BUT... I wanted to get the 3 hours free in the daytime. They said I had to get a smart meter. They said it would take 30 days. It took 40. They said I was automatically on the plan. Then they said I… Read more

was not but it didn't matter because they would back date it to the day the meter went in. Then they said that doesn't happen. Then they said it would take 10 business days to do it and it would happen today. Today it hasn't happened. I would go to AGL,but they tell lies.they say that they will email invoices, but they dont. They email a link and you have to log in and wait for their system to take you on a tour if hell before you can download your bill yourself.

-they didn't send bill. -they send an overdue notice. - turns out there were no online accounts linked or setup. No way to sign in or change password, or resolve issue other than ring. -telephone wait time is absolutely absurd, 40 plus minutes so far. Looks like red energy has been cutting costs by offering no customer service, and skimping on their IT setup. Show details

Can't get in contact. I've spent 30 minutes on hold twice to then have the call disconnected. Rates go up and up. Thankfully I don't have to speak to them to switch to a much cheaper provider. Show details

Long-term customer let down by declining service We were with Red Energy for many years, but unfortunately their call centre service seemed to get progressively worse over time. We ultimately decided to move to another retailer because Red Energy doesn't offer an EV electricity plan suitable for us. About a week before changing retailers, I… Read more

contacted Red Energy to arrange an upgrade of our electricity connection from single phase to three phase. I was advised that Essential Energy would charge approximately $500 for the work and that the process would take a few weeks. After changing retailers, I called Red Energy to check on the progress of the three-phase upgrade. I was then told that Red Energy had simply cancelled the request when we ceased being their customer. At no point were we told that changing retailers would cancel the existing three-phase application. There was no phone call, email or other notification to tell us it had been cancelled. Had we been told, we could have delayed changing retailers until the work was completed or made other arrangements. After being a customer for many years, this was a very disappointing way for the relationship to end. Cancelling an existing service request may be part of their process, but doing so without communicating it to the customer is poor service and has unnecessarily delayed our electrical upgrade.

Bad customer service, 40 minute call wait time, told me false info to pressure me into signing up. Said that power might get turned off if I didnt sign up with them during a new place I was moving into. That is illegal to do on a Friday (today) or over a weekend in NSW. Sales team uses manipulative tactics. Show details

Switched to red energy because I was told by their sales man at my door that they could save me money. Three months later and no bills had arrived. Supposed to be monthly. I called their call center and was told my account had not been approved even though they were supplying power to our address. No reason why and no notice as why this was the… Read more

case. I did have a “welcome to red energy information pack” which included my account number, but never an account payable. Lucky me. Free power. Wasn’t comfortable with it so switched back to Alinta which went well. Heard nothing from snowy river red energy. No apology for their mess. Nothing. Today I got their bill. Obviously when I switched back to Alinta it must have raised a red flag as they are referring to it as “Final Bill” What a joke. If it wasn’t for me switching back they may never have found out I was getting free power. I cannot recommend these turkeys and would have recommended them lower than 1 star if I could have.

The worst customer service I have ever dealt with We will now go without power for the night with a young family. Our food will be lost and no running water because of the pumps. 3.5hours on hold with them and still nothing resolved. I will spend the rest of my life telling this story and telling people to avoid red energy I would love to speak to the Aussie owner Show details

I used to like Red Energy as they had good customer service when I first signed up over a year ago. Now I am thinking of changing energy provider after twice this week sitting on the phone for more than 30 mins waiting for them to answer my call, finally giving up and having no response to my email asking why there is now a long wait? Might as… Read more

well go with a cheaper company like GloBird even though the customer service is probably also crap - most of them are!

Terrible service from red energy!! an Oz company probably not for long my guess! Specially from the Manager [Name Removed] And [Name Removed], both dont know what to do for a simple request of not changing the meter box, you will think its so simple requezt , but apparently it's not, both aren't contactable on request and both blaming each other, no wonder that This company will run to the ground! From a very concern Previous unhappy customer! Show details