Red Energy

Michael provided excellent and patient service to me today, so rare in this day and age! – Discussed by phone with Michael today if I was on the best price electricity plan with Red Energy. After some discussion and advice from Michael, I changed to another electricity plan that best suited my current needs and best of all, the new rates of electricity charged were cheaper than what I was previously paying. Very happy with the… Read more ·  1

excellent service by Michael today he was patient, explained everything in detail with excellent customer service, however, he asked me to do a quick survey at the end of our phone call, but I accidentally finished the phone call before I could do the phone survey, so this is why i am completing this compliment review. My apologies, Michael.

I have chosen to use Red Energy for my Electricity and Gas services for a roughly four years now. To be honest I can't say whether this means we always get the absolutely lowest available rates. However, my dealings with them have led me to conclude that it is a reliable company and, another point in its favour is that it is Australian owned. … Read more ·  1

Aside from that I have one key reason for sticking with them -Their call centre is locally run and whenever I have needed to contact them I speak with someone courteous, super-helpful and clear. I have never been given the brush off or the run-around - this is worth saving a dollar or two here and there by accepting other 'you beaut' offers but that have poor customer service.

I am a long-term Red Energy Customer. I recently spoke to a Red Energy Customer officer, Louie, regarding a internal switch to another plan of Red Energy (Red Power5)..It was a pleasure speaking to Louie, who was not only knowledgeable but polite and friendly, and he patiently answered the questions I posed. As I had all the answers I needed, it was a breeze to sort out what plans I wanted. Thank you Louie! Show details ·  1

When I started with them I was very happy and would recommend. Now not so much. I haven't received adequate communication regarding installing a smart meter, it's been over three weeks and still hasn't been done. Other family members also have similar experiences with long call wait times. Edit: I called back again today for the fourth time to be… Read more

told they hadn't actually processed the request and it will now be 8 weeks from the request to installation and they gave me a $50 credit. The whole experience just not good enough. The staff themselves seem to be no issue.

I've found them to be friendly and helpful and I have been offered great ways to help pay for an electricity bill for a family of 8. Best customer service from an energy company EVER. Show details ·  1

I trust Red Energy completley, their prices are very competitive, the staff are polite and knowledgeable. I was a customer of theirs for a few years, but to my stupidity, I changed companies, the one that's having to pay back millions to customers! Show details ·  1

Overbill you on a whim and force you to pay! – Was, note WAS, a loyal Red Energy customer for 3 YEARS! My last bill was 3x Normal, and they just brushed it off! Their excuse - that's what the meter says. 3 years of steady usage data and they just bill me 3x the amount and have NO CARE AT ALL.… Read more

Do not use them, poor customer service, poor rates, just poor all around! Had they not OVERBILLED me, this would not have been written, but here we are!!! Thieves!!

We were with Red Energy for nearly 10 years in NSW and SA. We thought they were a great company and found the customer service to be exceptional. For most of our time with Red, the 'rate finder' call centres would tell us we were on a great deal and they couldn't find a better deal. Unfortunately when we added a battery to our solar they were no… Read more ·  1

longer competitive. I would happily return and I like supporting an Australian company and the frequent flyer points were a real bonus.

After noticing that Alinta energy has been abusing my elderly grandmother for countless years, I realised I've never taken the time to review my own energy company, Red Energy. Red energy is an Australian owned and operated company which is why I initially gravitated towards it, their rates are competitive, and their customer help line is… Read more ·  1

staffed by Australians, in Australia, which means they actually know things I'm talking about, can understand me without army -letter -spelling every second word, and I can understand them. I've never had a personal issue with call wait times, but honestly this level of service and professionalism would be worth a bit of extra time if it means I don't have to talk to someone from India with a strong accent who has never stepped foot in Australia and doesn't even know when Easter is or that it's a public holiday. But I digress.

Once when I was concerned about a rather large bill, despite my being away for half of it, I contacted red energy by email while still on my holiday upset, wondering if I'd left my AC running, they very quickly got back to me, not just with a whole lot of data showing the breakdown of my reads for the entire period of the bill, but also offered what was clearly a personalised analysis and helpful explanation of how to understand the data myself in response to my concerns, it turned out that I hadn't left the AC on, I'd just been that busy for the first half of the month (we also have an electric car) that I'd legitimately managed to use more power than a normal month, in just 15 days.

The rates themselves are competitive, I'm very happy with my current plan, but even better Red energy has also contacted me in the past to let me know they have a different plan I should move onto based on their calculations etc to save me more money, and have always been quick with responses no matter how inane or frustrated my questions have been (boy was I annoyed when I first found out about the demand tariff, but the lady who had to talk me through that and fixed me up with monthly billing was 100% lovely and patient and understanding)

The change to Red Energy has been awesome. They suggested a smart meter and that was installed without charge or issue. Now they advised there is a better gas plan. My old provider never did any of these things Show details ·  1

Billing was all over the place. I have one of those automatic meters that allow the energy company to get an accurate reading without having to come to inspect the property. I checked the red energy app constantly following a massive bill shock. Discovered that my bill was looking great, even a little under what I expected. When they issued the… Read more

bill they added $300 to the bill with no explanation. I attempted to call them to discuss the matter and was told it would be a 37 minute wait for me to speak to someone.

Switched immediately

Red energy did reach out to me over this review and attempted to tell me that a 37 minute wait time was acceptable because they didn't want to rush their other customers. Their CEO got a bonus of $340k last year on top of his pay rise from $670k to $1.1million. I wonder how many other c-suite execs got massive pay rises instead of hiring enough staff to do the job right?

Really wanted to love red energy. I wanted profits from my bills to go to the state governments rather than Asian businesses like energy australia BUT... I wanted to get the 3 hours free in the daytime. They said I had to get a smart meter. They said it would take 30 days. It took 40. They said I was automatically on the plan. Then they said I… Read more

was not but it didn't matter because they would back date it to the day the meter went in. Then they said that doesn't happen. Then they said it would take 10 business days to do it and it would happen today. Today it hasn't happened. I would go to AGL,but they tell lies.they say that they will email invoices, but they dont. They email a link and you have to log in and wait for their system to take you on a tour if hell before you can download your bill yourself.

-they didn't send bill. -they send an overdue notice. - turns out there were no online accounts linked or setup. No way to sign in or change password, or resolve issue other than ring. -telephone wait time is absolutely absurd, 40 plus minutes so far. Looks like red energy has been cutting costs by offering no customer service, and skimping on their IT setup. Show details

Can't get in contact. I've spent 30 minutes on hold twice to then have the call disconnected. Rates go up and up. Thankfully I don't have to speak to them to switch to a much cheaper provider. Show details

Long-term customer let down by declining service We were with Red Energy for many years, but unfortunately their call centre service seemed to get progressively worse over time. We ultimately decided to move to another retailer because Red Energy doesn't offer an EV electricity plan suitable for us. About a week before changing retailers, I… Read more

contacted Red Energy to arrange an upgrade of our electricity connection from single phase to three phase. I was advised that Essential Energy would charge approximately $500 for the work and that the process would take a few weeks. After changing retailers, I called Red Energy to check on the progress of the three-phase upgrade. I was then told that Red Energy had simply cancelled the request when we ceased being their customer. At no point were we told that changing retailers would cancel the existing three-phase application. There was no phone call, email or other notification to tell us it had been cancelled. Had we been told, we could have delayed changing retailers until the work was completed or made other arrangements. After being a customer for many years, this was a very disappointing way for the relationship to end. Cancelling an existing service request may be part of their process, but doing so without communicating it to the customer is poor service and has unnecessarily delayed our electrical upgrade.

Bad customer service, 40 minute call wait time, told me false info to pressure me into signing up. Said that power might get turned off if I didnt sign up with them during a new place I was moving into. That is illegal to do on a Friday (today) or over a weekend in NSW. Sales team uses manipulative tactics. Show details

Switched to red energy because I was told by their sales man at my door that they could save me money. Three months later and no bills had arrived. Supposed to be monthly. I called their call center and was told my account had not been approved even though they were supplying power to our address. No reason why and no notice as why this was the… Read more

case. I did have a “welcome to red energy information pack” which included my account number, but never an account payable. Lucky me. Free power. Wasn’t comfortable with it so switched back to Alinta which went well. Heard nothing from snowy river red energy. No apology for their mess. Nothing. Today I got their bill. Obviously when I switched back to Alinta it must have raised a red flag as they are referring to it as “Final Bill” What a joke. If it wasn’t for me switching back they may never have found out I was getting free power. I cannot recommend these turkeys and would have recommended them lower than 1 star if I could have.

The worst customer service I have ever dealt with We will now go without power for the night with a young family. Our food will be lost and no running water because of the pumps. 3.5hours on hold with them and still nothing resolved. I will spend the rest of my life telling this story and telling people to avoid red energy I would love to speak to the Aussie owner Show details

I used to like Red Energy as they had good customer service when I first signed up over a year ago. Now I am thinking of changing energy provider after twice this week sitting on the phone for more than 30 mins waiting for them to answer my call, finally giving up and having no response to my email asking why there is now a long wait? Might as… Read more

well go with a cheaper company like GloBird even though the customer service is probably also crap - most of them are!

Terrible service from red energy!! an Oz company probably not for long my guess! Specially from the Manager [Name Removed] And [Name Removed], both dont know what to do for a simple request of not changing the meter box, you will think its so simple requezt , but apparently it's not, both aren't contactable on request and both blaming each other, no wonder that This company will run to the ground! From a very concern Previous unhappy customer! Show details

This has become a very confused company, which used to be very good. No response to my emails and massive wait times at customer service telephone lines - hence my review here. I was a customer for a long time and found them pretty good and responsive. But I've installed solar and battery and since then the nightmare started. Red told me not to… Read more

turn the system on until a smart meter was installed and so I dutifully did that.

I've had 4 advices of the new charging regime - it has swapped back and forth between single rate and demand every time I call, and every email I receive from Red disagrees with the last one. Each time I'm told that the last attempt was incorrect. Have spent a few hours on the phone so far. I still have an outstanding charge for a meter changeover at Red's request, which was supposed to be at no charge. Can't seem to get that resolved, I am shuttling back and forth between Ausgrid and Red Energy since neither knows where the charge came from.

Are the problems due to Australia's extremely complex energy landscape? I don't know what to do or where to go anymore - Red's staff seem to be confused as well.

Been a customer for 23 days. Already received a $300 bill. Their plans and rates aren't transparent at all. Unable to register my account. Been on hold for over 40 minutes. Not a great experience. Big mistake signing up to Red Energy. Thankfully no exit fees , I see no reason to stay with Red Energy. Show details

Have signed up the offer for already weeks. Be mentioned will transfer soon but have not received any thing. Tried around 10 times to call them or ask for call back. Never called back to me and always wait online like forever while call them. If this is their service quality while you are just wanna to signup, what you could expect after all? Show details

I changed over to Red Energy some months ago, and so glad I did. Not only do they have excellent rates their service is also first rate. I got on a good energy rate, and they keep me informed if there is a better rate, something that has not happened with any other energy provider. Recommend Red Energy to anyone looking for value and service. Show details ·  1