After almost 20 years with Energy Australia, never quite understanding their billing system (is it confusing on purpose?), I was very disappointed with the final bill that I requested when leaving an address. It was based on an estimated meter reading and was higher than what would have been expected. I paid over the phone during the hectic period of moving home before seeing the physical bill with the "estimated". The final bill was for a shorter period than the previous three winter month period and yet was over $120 more. So the final bill was more than a bill for a longer period that had included heating costs. There was also a Special Meter Read - Final Read charge when there appears to have been no final meter read but an estimate (standard c. $11 fee for closing account so probably okay). After a letter of inquiry and phone calls, Energy Australia informed me they had sought a meter reading after I had left the property and they explained how the calculations were then made to come to a figure actually more than the estimated charge. To their credit the Customer Service person was diligent and chased the information for me. They called me back explaining things. I had considered contacting EWON but was left feeling lost in Energy Australia's explanations that appeared to settle the case. Unless the prices rose so significantly in a very short time it just did not make sense how the shorter final bill could cost so much more than the previous 3 month bill.

I can't really recommend this service, they were just so incompetent at every turn ever since we signed up with them which wasn't for very long. We waited and waited for our bill to show up and after several calls with no answers to where our bill was or when it was coming, just alot of excuses and empty promises, we decided to just wait since there was little else we could do. When the bill did come almost nine months late, and was expectedly a big one, they wanted it paid in just the space of a week! We had to call and argue with them and the same day we were cancelling our service and calling another provider. We were only with Energy Australia for about a year but it was just a shockingly bad experience.

I have been with Energy Australia (previously TRU Energy) for more than 15 years, I have now had enough. I have not received a bill from them since August last year! I have still paid the bills but have not actually seen it on paper. I call them every 2 weeks asking for our bills and each time I am told I am resending them.

They obviously have a problem and I feel I have been very patient with them, but the customer service (off-shore call centre has just been dreadful) I think we pay enough for our bills to be able to speak to someone in our own country.

I am now contacting the ombudsman because I am so fed up. We need a copy of these bills for tax reasons, which I have explained so many times, and yet the same answer "I am resending them now". To this date, still nothing.

Think twice about going with them!!!!!!!!!!!

Update - As of today 7th May, I still have received nothing, they asked me to hold off contacting the ombudsman as they were sorting it out and were once again resending my bills, but informed me it would take up to 3 weeks. Well, I gave them more than 3 weeks and I will now be contacting the ombudsman today! I have absolutely had enough!

UPDATE - I contacted the Energy Ombudsman mid May and found them to be very helpful and said they would contact energy australia to get this sorted. Within 3 days a customer service rep contacted me and said they were investigating my complaint and that my account was on hold. A couple of weeks later I contacted them again to find out what was going on and was then informed that there were 2 other customers with the same issues as me and that they would let me know when it was resolved. Last week I received an email to tell me that they think they know what the problem is and that it should be resolved by "September" and that they believe this has resolved my complaint! OMG!!!!!!!!!!!!!!!!!!!!!!!!

What I have found to be interesting is that yesterday I received a letter from them informing me that the prices were increasing from 1st July. This is the first contact I have received from them in the mail since August last year!

We've been with EnergyAustralia for a few years after switching from Origin. I much preferred when they were Tru Energy, we had so few problems back then!

Now, we're struggling to be given the correct pay-on-time discount every quarter, we're constantly being told we're in the red for the discount we should have received etc... constant phone calls are not resolving these issues, so we're planning to change again, although I don't know if there really are any true, fair energy companies out there these days.

I'm pretty happy with Energy Australia, just as long as I don't have to call them.
Had some trouble with some of their staff not being able to understand me correctly. I suspect that they send some of their overflow calls overseas. This is ok as it reduces wait times and costs, but increases my frustration at having to explain myself three different ways.

But hey, they do keep the power running and I do like having things like lights, refrigeration and hot water. So for the actual Electricity service, they get 5 stars.

Approximate cost: $500

Poor communication.
I emailed them over 5 times and haven't received an answer yet after 2 months.
When I had a question about my bill, it took around 45 min to get someone on the line...

Was living in a 2 bedroom apartment over 12 months ago, was with energy aust. So one day the bill came from energy aust... $1700 bill for three months, two people(1 person disabled),two bedrooms. As you can tell i was very surprised with $1700 as our normal quarter bill was $200 -$300 (depending on season).

Went through all the process of fighting it and explaining that there was no human way possible of using that much power but no-one wanted to listen or give us time. We didnt even have a dryer,pool or anything to push the power up!

At the end of the day we had to pay the company off, were treated badly,half the time i could'nt even understand the people on the phone...pretty much ripped off.

Would stay away from..AGL is way better!

We use them for our electricity and gas supply and get a rebate of 66 cents per kwh for our solar rebate which is higher than some other energy suppliers.