1,117 reviews
AI reviews summary
Pros
Verdict
1st Energy generally provides a smooth and efficient customer experience, highlighted by competitive pricing and straightforward onboarding. Telephone representatives are widely praised for their professional and informative approach during the transition process. While a subset of customers experience challenges with rising rates after the initial period or delays in reaching support, overall sentiment remains positive regarding day-to-day service reliability and usability.
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I contacted 1st Energy re my concession on 2 occasions but have not received any answer. It has been more than 5 days...still nothing, this was very disappointing. Show details
The people I dealt with were friendly, polite and informative. And I received all the information I needed to make an informed decision. Time will tell whether that information was correct. Show details · 1
Incredible assistance, and helped me immensely understand the plan and how it will all work. Made this experience very easy for me and couldn’t recommend this company more. Thank you!! Show details
Reviews with attachments
I signed up 1st Engery on 22 Sep, in the terms and condition, it reads: "you have a 10 Business Day Cooling Off Period starting from the day after you receive your Welcome Pack from 1st Energy." I never received the Welcome Pack. So I called them on 12 Oct, requsting the Welcome Pack, and finally received it. On the call, I got informed that my… Read more
cooling off period finishes on 12 Oct. (not sure how they calculated the 10 business days).
The Welcome Pack consists of a three-page PDF which states:
"You have the right to cancel this agreement within 10 business days from and including the day after you signed up or received this agreement. Details about your additional rights to cancel this agreement are set out in the information attached to this agreement."
There was no attachment or additional information explaining these cancellation rights.
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Great prices... until just after my 1st bill is due where they whacked me with less than 2 weeks notice to say my anytime rate is going up 14.57%, daily rate going up 16.2% and oh yeh they're gonna whack on a $2.70 processing fee just because... So basically it's "hey, come on board, we've got great prices... for the first month!" What a joke.… Read more
Leaving them immediately. They can reply all they like in this forum, but I won't be changed on my position: That is NOT how you treat a new customer. It's really shady business in my humble opinion. They're trying to snare people in on a really competitive rate and then they hit you with a really high rate. I'd love to know if they do this to all their new customers.
One week in and prices have gone back to the equivalent of my previous provider. Assessment done on the vic gov compare site. Signed up 26 June Transferred 13 July New pricing 22 July So disappointed. Churning tomorrow. Show details
Helping me to understand and show how I save money with my power bills. Show details · 1
A very smooth easy experience – The experience was quick thorough. I put electricity on. The person I interacted with was pleasant and patient. There was no waffle. Took about 7 minutes. So far there has been no power drop outs. Thank you. Show details · 1
Non existent customer service and invasive contact form forcing me to accept 'cold calling' etc without any choice. Was looking to join but have now gone elsewhere. 1. Phone number constantly repeats the same message but does not advise the wait time nor what number / order you are in the queue. 2. Then decided to use their online contact form… Read more
instead but you cannot submit the form unless you accept their invasive requirements of, 'cold calling', 'door to door sales' etc without ay other choice. 3. Have now advised the Energy Comparison site but doubt anything will be changed. Have now gone elsewhere.
PS/ Thanks Google as you will not allow me to post any photographic evidence.
Latest follow-ups
The consultant is very knowledgeable, which helped me decide to sign up. Show details · 1
Follow-up · It was easy to change the retailers, and the rates are slightly cheaper than the previous retailer.
Incredibly easy to do on line, I am a pensioner so will be happy with cheaper electricity. Show details · 2
Follow-up · Very happy with my first bill $35 a month cheaper than Lumo, who were $30 a month cheaper than origin . Look around for the best deal.
Ash was extremely helpful and I can’t wait to see how much I will save. Haven’t had a bill yet but here’s hoping Show details · 1
Follow-up · the savings did not meet original expectations so I have changed providers
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Positive reviews
After an electricity broker showed me the comparison rates, im feeling excited knowing I will be with a company that offers me the advantage and benefits for having a solar and battery system. Has best rates. Finally not fearful of any future bills. Show details · 1
I recently set up my power and gas with First Energy, and the whole process was quick and easy. The team explained everything clearly, responded fast, and made the whole sign-up smooth. Really pleased with the service and happy to recommend them. Show details
Fairly straight forward. I had a question, and was promptly answered, though I had already sorted it myself upon closer reading of instructions. Friendly follow-up. Feeling seen and heard. Show details · 1
Negative reviews
Service is non-existent. Tried to call and sign up, put me on wait for 35 minutes and then asked me to leave a voice message. Yea, definitely don't want to be your customer after that. Show details
Pathetic service. at the time of new connection they called so many times but we got some electricity issue or disconnection the services, no one is picking up the call. no one is calling back. Online account says for any problem pls call us. Overall, no way to contact them when customer needs it. Show details
Their rates are cheaper than most but their support services are not existing. If you get one with a big luck, it is very useless. Even they do not respond support related emails. Show details
Recent reviews
The transfer of my energy policy has been straight forward. No problems. The energy plan (1stenergy, 1st emerald) suits me. Having recently received a new smart meter I like the way the time of use plan is set up and financially I will be better off. I think I did my home work on this one and this is the plan and energy provider I chose. Show details
Very competitive price for supply charge and kw charge..Had no hesitation in changing companies as price difference is saving me a lot of money every month..Change-over was seamless and very friendly and efficient, would recommend to anyone and everyone Show details
Horrible customer service. We tried calling 4 different times in one day and each time no one answers and we get told to leave a voicemail. We only heard back 3 days later when someone gave me a call back and I couldn't answer as I was at work. Then whole process started over again with me waiting on hold for an hour after calling back. It feels… Read more
impossible to actually get ahold of anyone at 1st energy as there is only one phone number and no matter how long you hold, no one ever answers the phone.
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Finding out the best prices per KWH is a nightmare with all providers having all sorts "special deals" that all carry limitations and restrictions. I finally settled on 1st energy since they had the "best" rates per kwh for the electricity that comes from the same supplier through the same line. So why doe they all have different obstacles? Show details
I would like to take this opportunity to say that 1st Energy has been extremely responsive. They are excellent with their rates. I spoke to a lovely gentleman on the phone in the afternoon and he was just a really nice person to deal with. I would recommend anyone that if you want to look at some good rates, please check them out. Also they have… Read more
an app so you can keep up to speed with your energy use also too. You can pay online even before 1 October there was no credit card fee which I thought was great compared to a lot of other companies out there and I’m sure if you need assistance they’d be there so give them a go. I would recommend them and I’m Melbourne Radio Presenter and I found that I wouldn’t be recommending if I didn’t think that they were up to up to up to standard so please look at their rates and then you can get monthly bills and you can get three-quarter bills,
Very happy with my experience with 1st Energy so far. The sign-up process was quick and easy, and everything was explained clearly. The customer service was friendly, helpful and professional, and I had no issues getting my electricity and gas connected. The plan and pricing were also easy to understand, which made switching over simple. So far,… Read more · 1
I’m very happy with my decision to join 1st Energy and would definitely recommend them to anyone looking for a good energy provider.
Scammers. I signed up for the cheapest plan. This is the whole reason I went with them in the first place. They didn't put me on it, instead I'm on the default offer. I called up to rectify this, multiple times. I changed it online. They promised they'd fix it and they never did. I'm reporting them to the ombudsman. Show details
Got lumped onto 1st Energy by their acquisition of RAA energy and honestly, I've never experienced such a stark difference in organisational and customer service standards. Sadly, RAA were at a pinnacle of customer service and 1st energy are a pack of bureaucratic morons who I now have to go to the ombudsman just for a simple disconnection request. AVOID at all costs. Show details
Easy to do the switch to 1st Energy. Rates are cheaper, Supply charge to country/Remote areas are a fair bit dearer, but the cheaper rates still make the switch worth while Show details
Have been waiting 4 hours to get a call back having left a voice message in respect to my bill. Have also spoken to 2 customer service employees who could not help(they couldn't even access my account) Was told the business is a "victim of its own success" as an explanation for its lousy customer service. Appalling!! Show details
Reasonable rates but hopeless customer service. Never answer their phone and they never call back. Waited 20 minutes on hold first time and 55 minutes second attempt before giving up. Show details
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Hi David, the rules changed in Victoria fairly… Read more (+1 reply)