Origin Energy

Unfortunately even 1 star is a stretch in this instance. Poor customer service and shoddy billing practices.

Was sent my first bill after more than 6 months of occupying the property. Only a few weeks later another much smaller bill was issued for the same service. When I called to enquire, I was advised that it appears my previous bills were incorrect and that I was overcharged and that they will re-work the account and I will issue a credit rather than asking for further amounts to pay.
An hour later I received a revised bill requesting a further $264 payment. A complete opposite of the undertaking given to me on the phone and what I had expected.

Few weeks later the bill was revised down to $216 but the new bill was never issued / emailed to me. Just an absolute mess.

Since then I have been told the new charges are based on actual usage not an estimate. Promises to call back and discuss this in detail have not been honoured and Origin are sticking to the same line.

Instead of calling me during business hours the latest officer I am dealing with is refusing to accept the complaint is not yet resolved having repeatedly stated I wish to proceed with a formal complaint. The officer is emailing me at 10pm to advise the amount is payable, instead of calling me during business hours to discuss. The basis of the complaint has also been jumbled up a number of times with certain facts being incorrectly relayed to me.

If your phone operators tell customers one thing that you cannot then issue a complete opposite revised bill and expect customers just to wear it and bear it. It is simply not good enough on a number of levels.

Sadly a formal complaint to the Ombudsman will most likely be required now.

Do not recommend this provider.

Tell me why did Origin change the look of the bill! What was wrong with the old one which was clear and easy to read without confusion. Whatever design company that did this should rethink what they have done and put back the way it was. Made so much more sense the old look. Why change something that is not broke as they say. Isn't life complicated enough? Instead of 'amount due' put 'current amount'.

Can you please explain why I have been billed on a 14 Day period rather than the Normal 65 Day period.
It’s looking very Adhoc

If you want to be robbed, get your energy connected with origin! They are a absolute joke! Sky high energy prices! Zero customer service! Try to call, never get threw or automated emails, if you want brain damage and stress, use origin.i would really like to rate it a minus 10000000 star rating

I signed up with origin to install solar. 6 weeks passed after email exchanges finally a technician dropped by for site visit. He told me he needs to drill through the wall and said wall has asbestos and quoted me over $2000 to make a hole on the wall. That is such a bad management and wasted my time + I lost government rebate as I signed with them before 1st of Jan 2022. This is my 3rd solar installation and never experienced such a poorly managed process.

Lovey experience so far. Customer service is excellent. First class. Proactive and responsive. Not sure how much my gas will cost but I know if I have any concerns I will at least get great customer service. This is based on dealing with two separate people so I'm confident in my assessment. Thank you for the great experience today and yesterday.

AVOID!

Seemed OK when you are with them but leave for another provider and they do nothing but harass the customer. Before switching I contacted Origin to see if they could match which they refused so I said ok you will get cancellation in a few days. Once the transfer went through they haven't stopped calling.
I have even contacted them and said I had blocked their number and to stop calling but alas, multiple calls a day.

Just want to say Thank you and credit to a lovely lady who I have spoken to on the customer service line name Cecilia based in Victoria. She is very helpful in navigating and resolving my issue of my origin account. She is a star and deserve a merit for her prompt response. Great one to have in the team:) Keep it up.

Ordinarily I choose other suppliers, but my housemate has used Origin so we currently have them for both gas and electricity. On so many levels, their service is poor and I cannot in any way recommend Origin. I have no problem with individual employees there, but their incompetent systems render their service poor — and, they're expensive. For example of their poor service, it just clocked over 1 hour (that's one, whole hour) to call Origin to change who was the primary account holder. I have now spoken to a 4th person. Ridiculous. And it's like this for the most basic request every time we call up. Origin also have unscrupulous practises, and tried to dupe us into signing up to their broadband, which they told us was Aussiebroadband. Now we were already with Aussiebroadband, but Origin told us they could 'bundle it and provide it cheaper, but still through Aussiebroadband'. The TRUTH of the matter is, they use AB as a supplier themselves, but undercut Aussiebroadband, essentially stealing their business. I highly recommend comparing energy plans at the energymadeeasy government website, and go with one of the smaller providers as was just suggested on the ABC website: energy prices have come down, but companies like Origin are not passing on the savings. I'll be doing that shortly myself.

Trying to get a meter installed for temporary power at a site in Gunnedah and have gone around in circles for the past month. Application was first lodged early November and STILL we have no power on site. The staff always try their best but seem to hit endless hurdles.

Edit; Padma, I can't see an option to DM you. Request ID OC372420.

I have an account and I am paying for my energy but every month, there's a letter threatening to disconnect my emerge if I don't start an account. Also, there are so many power disruptions, especially on weekends.

Their customer robo answering service is takes too long and is outsourced to overseas call centres. Typical of businesses cutting costs and staff.
I beg to differ from the management response below.

Worst experience. We got just got water on gas nothing else, during lock down received bill of $600, that was shock. After talking on phone they said there was no reading taken and bill was average. I requested to check and it's too much to pay just for hot water. Next month I received total of $750 bill with extra charges of requesting for metre reading and late payment penality. Absolutely worst company.

Slow and terrible customer service. I was wrongly charged for an electricity bill back in September and they still haven't rectify it for me till now (December). I sent them multiple e-mails requesting them for updates on my account and bill, however they are so slow at getting back to me and kept telling me that they will follow up but they did nothing. At the mean time, they kept sending me reminders to pay my bill which is the INCORRECT bill that I am not supposed to pay.

Absolute thieves. Was charged triple the amount of previous bills as a closing bill, lied continuously about it being an actual reading (when it wasn't - it was an estimated reading), then continued to direct debit my account while the bill was "under investigation". It was never being investigated. The "energy specialists" you speak to on the phone are absolutely useless. Thankfully the ombudsman was useful and managed to help get me refunded what was rightfully mine. Useful tip - if you don't have a smart reader, they will lie and rip you off. There are much better retailers out there than these scumbags

They have mis-read the gas meter and I got a gas bill over $200 higher than the months before and afterwards. I did not suddenly increase gas usage by 150% in one quarter and then back to normal the next quarter. I phoned up to complain and after dealing with a useless customer service agent, I said I wanted to talk to a supervisor. Apparently one wasn’t available, but they would call me back within 24hr. 3 weeks later still no call back! Origin is losing a customer who has been with then for over 10 years because of incredibly bad customer service!

Very bad when I moved house they charged me $430 for only 1 month of electricity and again $257 for just 21 days of electricity I switched to AGL in 3 MONTHS my bill was just $410 massive savings.do not trust origin they rip you off PLUS I HAVE SOLAR and AGL gives better credit for them.

Worst energy company ever from what i have been dealing with so far. In terms of payments & credit transfer, nothing ever been done for 4 months since the first time raised the request. Followed by 10 + calls and countless emails, nothing been done or solved. And late payment fees keep occurring. I have no other choice since I rent a place with an embedded energy provider but highly suggest other people with choices, AVOID THIS COMPANY!

Offers competitive pricing and good customer service. My only issue is that I changed over to origin a week ago but it still has not changed over due to someone cancelling my plan. It’s still in the process of being fixed. Would change to 5 star if this issue was eliminated.

Update: I still have not been connected to origin energy. There are multiple glitches. Whilst the communication has been brilliant, what should’ve been an easy switch from AGL is turning into a nightmare.

One rating star is also more for them.
As I moved house I transfer my electricity, Gas and origin broadband. I am using their service more than 3 years. I haven’t notice that I am getting bills of origin broadband from my ex house. I already transfer it but I am getting bills. They said that through the app we can transfer it easily but that’s not happen they are blaming me that I haven’t inform them bla bla through email. They want proof of transfer document I send them through email but no response. I tried to reach through phone one lady transfer me to broadband service and that second lady hang up my phone when I have tell my all issues. Now also I am mailing them regard my issues. They didn’t gives Values of chat time and money. I am calling and mailing regards my issues almost 3 weeks but they didn’t fix and response back and I am getting bills of my ex apartment.
So disrespectful I am so sad. It’s hard time for everyone I need to pay bills of my ex house as well.