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I have been with actewagl since 2014. Just got my recent bill and found out my bundle discount got removed. Call their call center and they claims that my contract had ended in March 2017. Due to I did not contact them to renew my contract therefore all discount been removed! This is absolutely ridiculous as they continue the supply but removed the discount! I only received a mail in January 2017 and no more after that, I request to renew the contract and back date the discount. They claims that they are unable to do so! This is absolutely rubbish and I think its time for me to look for other provider.

I bought my reverse cycle heater /air con through actew shop 2 years ago It’s fabulous. Had a minor hiccough re a setting. They sent someone next day who fixed it straight away. Works beautifully. Also had solar hot water installed. Again. Very professional service. Still working perfectly after 3 years. Gave me much better advice re placement of panels than some of the private companies and so get maximum solar advantage and much longer time when I get my free hot water. Also liked the way I can manually operate the booster system. Only need this in winter months.

I was with ActewAGL for 3.5 years with electricity service. In this time I changed rental properties once.
Over 3.5 years there was a mistake on every second bill on average. Usually this was duplicate fees, overlapping read dates with last bill and when moving double ‘special read fee’. I had to call every time this happened to have a proper bill re-issued. If I had not checked every bill I would have lost hundreds of dollars over 3.5 years. At least Actew recognised mistakes and re-issued bills. But repeat mistakes like this are very very frustrating and disappointing, particularly when it is human error every single time.
If you have no choice but to be with Actew, go through every bill with a fine comb, keep old bills and cross-check to avoid losing your money through Actew’s mistakes.

I had two great experiences this week with Actew, one for our business and one for our house/moving home.
The people I spoke to on the phone were delightful, knowledgeable and helped to sort things out easily and quickly. Couldn't ask for more. Thanks!

I should have known i would have issues when my first bill for a new apartment was $700 overdue! Only went down hill from there. Called over 10 times to get it shut off, was sent to collection company whilst waiting for dispute resolution with billing, called again today and kept getting called whilst trying to resolve overcharging! Will NEVER use them again. Worst company. Worst service!

I contacted ActewAGL about 5 months ago questioning the cost of the gas charge to my residence. The operator said to simply turn the gas tap off to avoid being charged any further usage. The quarterly bill came around again to which I questioned and asked to have disconnected, I queried the additional charges once again to which the operator said that was simply the charge.

I was contacted by ActewAGL today asking to square off the bill. My response was to question the additional charges on top of the other bill, this time asking to be escalated to the complaints team... who then escalated to the harder-nose complaints leader when they couldn't provide a straight answer. But prior to being passed on the 1st complaints did say that there is a daily charge of 66cents a day regardless if the gas is switched on or not.

The 2nd complaints operator simply read from script and read processes and procedures and apparently understood everything we said to her, but despite our point that there was no full disclosure of what the chargers were from the first operator, she said full disclosure was provided when we signed up with them; again despite our call for clarification after the fact.

The 2nd complaints officer she understood but did not credit any possibility any wrong advice or process by the organisation, not even poor training or any form of negotiation to meet part way of the final bill. I guess she was not interested as we had decided to close the account anyway. I asked for any escalation point but according to her apparently not, not even perturb to ask what the media and public eye may think about this practice.

I am so glad the monopoly of such service is now more open ... by choice I would not use these pirates to even save my sinking ship!

After having several scheduled meter readings not occur, I decided to spend a week being sure that I was around when the reader was scheduled. I telephoned the service office and was told "today, tomorrow or the next day. Well, I suppose that might pass for "service" somewhere, but I know our business couldn't get away with it.
However, then the waiting game begins. No, he/she did not come that day, or the next day, or the day after that. Some contract company does the work that used to be done by ACTEW employees. I would have expected ACTEW to at least check on the performance.
None
All the bad qualities of a monopoly pretending to be acting in a free market.

Pros:
Very community focused
Employees are local residents
Thy do lots of local sponsorship and fundraising events
They offer cheap rates and keep the promise(signed up with Energy Aus.; they increased the price within 6 months)

Cons:
Call center sucks: really hard to deal with them
I live in QBN: if the meter reader dosent read your meter; ActewAGL dosent take any responsibility

Having changed to solar hot water in Nov 17 and solar panels in January it took them 4 months to put in the smart meter. This caused the meter to run backwards and we should have received a credit instead of the Feb-May bill of hundreds of dollars. They adjusted it and apologised, then gave us a 1 month bill for May (another error). I am still trying to get it corrected. Have received numerous adjustments and the whole thing is so confusing. The staff are inept and I don't understand how ACTEWAGL can stay afloat as a company with the amount of time that must be wasted dealing with angry customers., They now refuse to answer my calls and the Client Liaison Officer has never spoken to me on the phone, just one or two emails to say she has given it to someone else. Then it isn't followed up on. It is belittling to have to leave messages for days on end and not receive a call back. They don't give you any options for complaints, names, emails etc. You are given the ewcommission to complain to. Next bill due in a few weeks and we haven't sorted out the May-Aug bill yet. It would save time if staff rang and consulted, with you before adjustments. Also have stopped 2 bills from being direct debited and funnily each one has still been paid. One was good, they paid the first account (where the figure was higher) and not the adjusted amount on the 2nd bill. How do you manage that with computers these days? I have saved hundreds of dollars but the 8 months of battle with them is very annoying. Never dealt with such an appalling company. You need to train your staff.

I received a bill for a Winter period in 2017 for over $2000
I was alone most of the time in a three bedroom house and worked two jobs including one that required me to stay for night shifts elsewhere three nights per week.
I now have a five bedroom house (3 kids fulltime) and at one point two boarders. For the comparable winter of 2018 my bill with origin for gas was ($120) ACTEWAGL changed the bill several times- sent me letters syaing i'd been billed too much, then too little. I couldn't have received a bill like that. I twas simply impossible. They then got debt collectors onto me- a different one a day and ringing childhood friends. The debt collectors sent me invalid notices listing legislation that didn't exist. I was then defaulted. I paid over $700 to the bill. I had a good credit rating and now there is no one who overseas them in any real sense. The whole experience has been exhausting and dreadful.

I received a bill for gas which was …
I live in Canberra. I received a gas bill from ActewAGL, renamed to Evoenergy, fors which was twice as my usual bills even in winter. Contacted them but no results. Very disappointed with them.

Been with ActewAGL for 8 years, at first I didn't have any issues but last 2 years had a number of issues, with customer service, being put on hold for ages, accuracy of bills and a couple other matters.

Latest issue I've had which is just one example is I received notice that I was due to renew my energy agreement 5 weeks ago, so I rang up and went through the process over the phone to enter into a new agreement. They mentioned they will send me the document with the details of the agreement (as they've done previously when I entered new agreements). After a few weeks I hadn't received anything through email or post - I think it's pretty reasonable for me want this information so that I have the usage discounts they quoted over the phone in writing, so I gave them a call. Customer service person said something about issues with their new system, but assured me it was being emailed to me right away (seemed quite eager to end the phone call as soon as she told me that she'd sent the email) - anyway I didn't receive it. I then submitted a request through their online form several days later asking if I could be sent my new agreement - no response. I then rang up last Friday to ask one more time - this time I got a different story that apparently my discounts weren't being applied until Monday and the system only sends out emails as soon as the discounts are applied (didn't sound totally convincing in what he was telling me though). Well, I didn't receive it on Monday as he told me I would, but thankfully I have now received it (on Tuesday).

To put it simply, although the employees there have a friendly demeanor when talking to them over the phone, they don't understand how to use their systems properly, and when they don't know how to respond to your query, they just take a guess and hope you don't call back - this is just the latest example of something which you'd think would be a simple task but which I've had to chase up numerous times. I'm thinking of switching energy providers when I move house in a couple months - luckily I'm in NSW and the state government has as of the beginning of 2018 made it so that energy companies can't charge a cancellation fee: https://www.resourcesandenergy.nsw.gov.au/energy-consumers/your-rights

Was offered 20% off my electricity and gas in may 2019, i never got that discount. Actew excuse was that one of my bills was 1 day late. I will be changing providers

Absolute joke ring them any day of the year they always seems to have a high number calls and thank you patience... after one hour i hung up what a joke

I have a current gas and electricity account with actewagl and noticed that I have been issued 4 estimated gas bills over the last year. When I called, I was put on long holds, customer service officers didn't know what they were talking about and were not willing to give me a written statement of our conversation. Told me my meter was faulty, but didn't explain why someone didn't come to fix it. Told it it was my responsibility to check, but the energy ombudsman says otherwise. Highlight is that it has been 3 years since our gas meter was read. That is, three years that we've been receiving estimated bills for this address. And nobody from ActewAGL realised that the meter was faulty. My other concern is that ActewAGL requires you to notify them a couple days before you vacate the property and disconnect your connection so they can send a meter reader over to your property for a final meter read. I wonder why this did not take place when previous energy account holders terminated their connection during this period.

I recently moved into a new apartment in a new state and (my fault) thought I had moved to my usual power supplier (PowerShop). ActewAGL responded to my mistake by shutting off my power (Apparently they sent a letter but I never got it) and when I called, I was informed that they would turn it back on by 10pm. They didn't show up or call me, so I was stuck without power or heating with 2 small children in Canberra winter night. When I rang the next day, there was no apology or concern, they said simply that they would get to it. I would strongly suggest that if you can find an alternative, you should take it.

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