Energy Australia

[amber-eyed-girl]

I have been a customer of Energy Australia for gas and electricity for several years, with separate bills for each.

The initial plan included a rebate of ten percent at the end of twelve months. At the end of the contract, it has always rolled over, and has the same plan name on the bills.

No written changes to the rebate have ever been issued.

For several months, I have called them as the rebate has not been applied. This has been the usual practice since the first year.
They have told me that there was a problem with billing on the plan, and the rebate had to be applied manually, and that there was a backlog. "It will be on the next bill". In previous years, it has been sorted out, quickly.

They have said no new customers are being put on the plan as a result, and offered to change it to a monthly rebate once this was sorted for 2013.

Today, after speaking with four representatives over the past months who all spoke to billing, and promised the rebates, I was told the plan rebate does not exist.

I have been strung along for four extra months, while they have promised to fix it.

Today the man I spoke with refused to let me speak to a supervisor.

He refused to give me the names of the other representatives I had spoken with, who all said I would get the rebate.

Legally, they are obliged to notify of any changes prior to their application. I told him this. He offered to send it out now.

It is now with the ombudsman.

I am in Victoria. Does anyone have a good retailer? As soon as this is over I am changing.

[**meep**]

Sorry, cant help

I've been with Energy Australia since......forever. 

I get 12% discount off every bill.  Haven't really had any problems with them.....AGL on the other hand.......

[boris1gary · Accepted solution]

we are with AGL for both gas and electricity, no problems yet. They also have some kind of rebate and are pretty good with bill extensions if you ever need one.

[amber-eyed-girl]

Thank you, both of you :), I will speak to AGL and check their plans, and also see how they are like on the phone.

[cat_mioux]

I'm with Energy Australia too. I stay because of the 16% discount if I pay on time but every time I pay a bill (both gas and electricity) they send me an overdue notice for the discount. I then have to phone them each and every time and each and every time they apologise and say it will never happen again. I laugh when they say that. It's been happening for over a year.

But I do love that 16% discount.

[amber-eyed-girl]

Well that proves they do have problems with their billing and rebates, at least for some plans.

[purple_haize]

We are with Energy Australia and have no problems, we are on a plan and pay fortnightly, only ever hear from them if we have too much credit, then they tell us not to pay so much and do a new plan.

[lyndal1838]

I was with Energy Australia for 37 years until 5 years ago when I got talked into going to a different supplier....I was so dissatisfied that I changed back at the end of my 2 year contract.  I was getting 12% discount but when I was again approached to change my supplier I rang them and asked if 12% was the best they could do.  I was offered 15% and a new contract even though my current contract had 1 year still to run.

I will not be changing again without first ringing with Energy Australia first.

And they are far and away the best for customer service.

[amber-eyed-girl]

Today the guy was incredibly unpleasant.

Unfortunately my experience with them is that they are either just incompetent or worse...they know they are stringing someone along with no intention of fulfilling what they say.