Energy Locals

I dealt with Varsha P from energy locals, who was extremely helpful, fast, efficient and professional. My call was about organising a new connection and called during busy time but Varsha took time to explain everything in details, but very clear and as a result all my requests were resolved in a short period of time. Thank you Varsha for your excellent service. Show details ·  1

Excellent customer service, my issues were handled professionally and resolved quickly and effectively by the staff member Varsha P. Well done Varsha, keep up your good work. Much appreciated. Thank you so much. Show details

Cassadee was a kind and patient lady who was helping me to solve my problem about my bill.She explained me clearly how to pay my bills Thank you so much for your help and your beautiful service to your customers Show details

Excellent service provided by Ambrosia! She resolved my energy account closing issue quickly and gave detailed guidance on final billing and refund. Very helpful and responsive staff, 100% recommended. Show details ·  1

Highly recommend – I called in to transfer 2 seperate power supply's and the gentleman was very helpful and knowledable I highly recommend energy locals for there great energy rates and fantastic customer support Show details ·  1

Informative and very helpful considering a slightly confusing connection status. Thankyou for the assistance in clearing it up. Show details ·  1

The staff that I spoke to were very polite and understanding. At the time of signing up with Energy Locals I had to get a new air-conditioner, I have been pleased with Energy Locals as my payment comes out of my pension and that way I don't have to worry about having to pay the bill. Show details ·  1

The customer service that was provided by Cassidy from the internal resolution team, was the customer service that has long been forgotten in todays standards. Having just moved into a new build apartment, with all new appliances, it become very apparent that there was an issue of excessive usage, it become a long process to then ascertain where… Read more ·  1

the usage may be coming from which required a series of tests and time. This process was further complicated as I had several pre-organised trips away during the process. I feel that Cassidy readily took ownership of my case, not just referring it elsewhere or offering no solution. Cassidy went over and beyond, she firstly acknowledged that there was an issue and then explained what we would need to do to identify the problem, and stepping me through each stage of the process, ensuring that I both got to understand all while feeling my concerns were acknowledged. Cassidy showed patience in the process during the times of my absence and proactively diarised and contacted me on my return. Gratefully the problem was located and a letter of support provided to follow up with the relevant parties. I feel that Cassidy handled my case as if it was her own case. She is a true asset to Energy Locals, as most "customer service, dispute resolution reps" should be trained by her, it would bring back the type of customer service that has long been forgotten. Thank you Cassidy, you have done and are doing an awesome job, in what at times I know can be hard and thankless role.

I initially signed up with Energy Locals because they were reasonably priced, and their customer service over the phone was excellent. Unfortunately, the experience has steadily degraded over time. Their email response turnaround has become abysmal, leaving straightforward billing enquiries hanging for far too long. Navigating their digital… Read more

platform is equally frustrating (the website feels completely archaic, sporting a terrible UI that offers virtually no meaningful access to usage data or analytics, but whatever)

The final straw, however, was the recent wave of price hikes. Squeezing in massive fee increases (such as pushing peak usage rates up over 130% - not kidding) is incredibly tough to swallow.

The timing of this price hike is particularly cheeky. The Australian Energy Regulator (AER) announced that the official safety-net benchmark price (the Default Market Offer) for the Sydney Ausgrid network is actually decreasing by about 3.4% starting 1 July 2026. For Energy Locals to raise their rates to sit right on that maximum benchmark means they are squeezing extra margin out of loyal customers while wholesale costs are retail-wide actually easing.

Between the deteriorating support, the outdated platform, and the uncompetitive pricing shifts, they have completely lost what made them a "fair" alternative.

After the horrible experience with Energy Australia described in https://www.productreview.com.au/reviews/6c971401-70d9-50b3-8c23-2ca1ab352958 , next day the metering provider has confirmed that the "smart meter", that nobody wanted and was not notified about the installation, was converted from Type 4 to Type 4A ( non-transmitting,… Read more ·  1

telecommunication feature is disabled ) switched over to Energy Locals in Feb 2025.

The metering provider and Energy Australia did not take it easy and attempted to over-bill monthly with somebody putting 1000 kWh estimates by hand. I suspect, to encourage me to enable the telecommunication feature back. No actual readings were taken from Feb 2025 to Nov 2025, all estimates.

Few weeks of working with Energy Locals and explaining that it is a legal requirement under National Energy Retail Rules (NERR) to obtain actual reading after 2 consecutive estimates (usually 6th month total) . The metering company tried to wiggle out with usual "we don't read smart meter .." , but thank you to Local Energy team helping to get through the metering company.

Got the credit for the over-billing by estimates. As of now, have not charged me for reading the meter.

Thank you Energy Locals folks.

Love the monthly billing and rates. Good communication as well, if you know what you are asking for.

Per https://www.ergon.com.au/network/contractors/power-of-choice-for-contractors : "A customer can opt out of having a Type 4 smart meter with communications, in which case, the communications capability is disabled. This meter is known as a Type 4A. The Type 4A meters are not recommended as many of the benefits of having a smart meter are lost."

​I contacted customer service regarding my electricity and gas disconnection. Kathleen provided excellent and kind assistance, and I am extremely satisfied with her support. Show details ·  1

Asked for a refund as I had paid my account twice in error. I spoke with Hiroshi, who was extremely helpful and pleasant and handled my request, immediately and with no fuss. Very happy with the prompt reply I received, thanks again Hiroshi. Regards,Stuart Adamson Show details ·  3

Was charged by Energy locals urban a disconnection fee for both my electricity and gas, which i was unhappy with. After speaking with Cassidy, she negotiated a full reimbursement of both disconnection fees. They were fair once they realised the humility of their decision to only refund one fee. It's hard enough when you move to be able to pay these extra expenses, thanks energy locals urban for wearing the burden caused by arc energy. Show details ·  1

Great service from Ambroscia. She was very helpful and professional. Helped connect me my electricity and gas and explain everything in depth. Ambroscia provided excellent service. She was incredibly helpful and professional, connecting me and explaining everything thoroughly. Show details ·  1

Arash was very helpful and polite over the phone, taking his time to understand my query and identifying for me way to get a break from paying my bills as I had not realised I had accumulated enough credit to be able to do this for hopefully the next 2 months. Thank you Arash! Show details ·  1

The representative of your company who handled my request was Angelica and she was a polite courteous and treate3ed me with respect. Her knowledge was excellent and she was efficient in resolving my issue Show details ·  1

Neval assisted me with a delicate situation and provided an outcome that demonstrated empathy and respect for the circumstance. I'm grateful for the fantastic service Neval has provided. Show details ·  1

Just received my price increase letter as of 1 July 2026. 17.5% increase in daily supply charge 8.7% increase in my peak usage rates 33% DECREASE in solar feed in tarrif. No justification....inflation is around 5%. I will be looking for another retailer ASAP. Show details

Check your account closely false $3,000 disconnection notice on a fully paid account: I'm sharing this mainly to advise other Energy Locals customers to monitor their accounts closely, because what happened to us could happen to anyone relying on the portal to reflect their true balance. In late May / June 2026 we received a disconnection notice… Read more

claiming we hadn't made a payment since February and that around $3,000 was overdue. Both claims were false. Every invoice had been paid including roughly $950 in March and just over $1,000 in May and when the account was properly reconciled, the actual balance was $8.36 (a credit-card fee), not $3,000. The cause appears to be that received payments weren't being allocated against the relevant invoices. Bills we'd paid months earlier going back to August 2025 were still shown on the portal as "overdue by 89 / 179 / 273 days," and the disconnection process fired off those un-reconciled figures rather than the real net balance. Disproving a $3,000 "debt" that didn't exist took several hours of cross-checking bank statements, emails and the portal. For a regulated essential service, a disconnection threat generated from the company's own un-reconciled data isn't acceptable a wrongful disconnection notice is genuinely stressful. In fairness, the support staff were responsive and courteous: they confirmed the $0 balance, waived the fee as a goodwill gesture, and fixed our contact details. The matter is now largely resolved, with one question still pending from Energy Locals to fully close it out an explanation of how a disconnection notice came to state false arrears on a paid account, and confirmation it was issued in error. My advice to other customers: don't assume the portal reflects your real position. Check that your payments are being allocated to your invoices, keep records of every payment, and query any "overdue" flag immediately it may simply be unallocated rather than genuinely owed.

Update (12 June 2026): Energy Locals has since confirmed in writing that the 1 June disconnection notice was issued in error and apologised. Account remains at $0. Crediting them for acknowledging and resolving it the review stands as a heads-up on the billing-allocation issue that caused it

The complete lack of care and handballing from Energy locals has been very disappointing to say the least. Because they are late transfering my final payment to AGL (AGL bought all the solar rights) This now has gone against my credit rating. Their care factor is ZERO. AGL tells me It's Energy locals fault, Energy locals tells me it"s AGL . I had… Read more

to pay the same bill to AGL because they wanted payment for the same bill (as I didn't want it to be worse for my credit rating) . So that was fun! Trying to call Energy locals for a refund, You just have to leave your name with someone and it took them 4 days to return my call and If I'm honest, I would have received more empathy from a cold rock. So I guess I'll never see that refund. VERY POOR FORM!

I had a great experience with Ambroscia from Energy Locals. She provided excellent customer service throughout the entire process. She was friendly, professional, patient, and took the time to answer all my questions clearly. Her knowledge and willingness to help made everything easy and stress-free. Show details ·  1