Origin Energy Reviews 

Everything I wanted to know was covered courteously.
Thank you Abby.

Origin, you are a big embarrassment. For 3 weeks I've been ringing & emailing. My average waiting time on hold is 1hour!!! Your team doesn't have any ideas on how to fix my problem. Once for all....can someone do something PLEASE!!!

My dealings with Origin have been extremely disappointing. I have been a customer for well over a decade, but I will not be staying with them after this experience.

I contacted Origin with a specific billing concern and was simply told I was wrong. When I provided data, screenshots, and a clear breakdown of the issue, the responses did not address the actual question. Instead I was passed between operators and given generic explanations that showed they had not properly read or understood what I was asking. At one point a representative even stated my own plan terms back to me incorrectly in their response.

My advice to other customers is to keep a paper trail, take screenshots, and get everything in writing. I will now be escalating the matter to the Energy & Water Ombudsman because I have made every reasonable attempt to resolve this directly with Origin.

It is a shame that a long-term customer has been treated this way.

The transition was seamless. I was very impressed by the service offered over the phone.

Poor experience. Care only for your money. Terrible service via email. Had to waste a great deal of my time to receive account credit after they had intentionally deceived me with inaccurate information. Priority 1 is lining their own pockets.

I spoke to a lady at origin during ph call no 6683836 (origins id) who was very slow to advise if I could obtain a better electricity deal than the rubbish plan with 50% increase in DSC they were moving me to. She spent more time telling me that the process would take some time and wouldn’t be quick because of all the compliance questions she had to ask (and given I was driving maybe I should call back when I wasn’t driving, which I declined to do at least twice, and if I didn’t want to spend the time then, maybe I should call back when I had more time…), than undertaking what turned out to be the relatively quick process. Given I’d been on hold 30 mins I told her several times that I didn’t want to call back and repeatedly asked if she could just get on with it. She was smooth as silk in her delivery and as obstructive in getting me anywhere as I have ever encountered in a call centre. Eventually she advised that origin couldn’t give me a better offer. Needless to say, I’m no longer with them for electricity.

Later that day I wrote to origin customer service to obtain a recording of the call so I could understand how long it had taken to get the answer to my initial question in the call, how many times the origin person had suggested I go though it all at another time, how many times she told me the questions would take time and how many times I had to ask her to stop suggesting I call back and stop telling me why the process would take time and just speed up. It was Monty Pythonesque.

But it gets worse. I was told that origin was unable to provide an audio copy of the call to me to protect my privacy. But I was offered a “detailed summary” So I asked for a transcript. again, no go to protect my privacy. so I asked for a detailed summary as previously offered and they sent me a link to their app. So I asked for the detailed summary again. I got one sentence saying “our energy specialist thoroughly reviewed your account and confirmed that you are currently on the best available plan”. It had taken 7 emails from me to get that one sentence.

By now I was also getting a lot of “I understand how important it is” for me to get the info I need and “we’re here to support you and ensure you have all the info you need”. Rubbish. In reply I asked for answers: how many minutes it had taken between me asking for the quote for best plan and the person asking me the first question required to get the quote; how many times the origin person had suggested I go though it all at another time; how many times she told me the questions would take time; and how many times I had to ask her to stop suggesting I call back and stop telling me why the process would take time and just speed up. The email response was more obfuscation, more “we completely understand” and not one question answered. So I asked for either the answers (again) or, if they couldn’t work out the timings or counts themselves then send me the audio so I could, and if they refused to do either of these things then I wanted to raise a complaint about their refusal. They replied that they couldn’t give me the audio due to my privacy and, additionally, due to the privacy of their staff - that was a new one. But they were “here to help by providing clear and detailed answers to each of your questions to the best of our ability”. But could I “please share them”. What? So I sent them again and asked if they couldn’t already see them from my email the day before. In reply, I got more “understanding” and “I can’t provide exact details on the timings or number of prompts”. But no confirmation of a complaint. So I complained. More “understanding”, more privacy compliance but “I’ll check if I can provide you with the info you need if you just give me the date and time of the call you made.” What? Once again, I gave the details in my initial correspondence. And asked Why do I have to keep repeating myself? In reply I was told that “we don’t have direct access to past emails”, “please provide your concerns”.

So now I’m up to email 14 and origin operators can’t see any of them and I still haven’t been able to lodge a complaint. Finally after email 16 I have a complaint number 408728.

This company is running a racket for people who express loads of understanding and intention to help and yet do absolutely nothing to help at all. Total incompetence dressed up as understanding. I have never felt so thwarted from trying to obtain a quote as I did in the ph call and so thwarted from getting straight answers as I have through the exchange of over 30 emails. Origin customer service is a farce

Thank you Thalia for going the extra mile! Excellent service.
I would like to suggest to Origin they do the same as Apple and offer NO MUSIC while waiting in phone queue.

Dear Mr Briskin,
I am deeply concerned that you should find it necessary to inform us of such an egregious data breach.  
The organisation for which you are responsible harvests billions of dollars from customers but has clearly failed to invest sufficiently in the technical skills and security protocols expected of an organisation of your size and claimed professionalism, given that you hold personal data on millions of Australians and manage critical infrastructure.
In true PR playbook and spin fashion you bleat your "sincere apology" but words are cheap and lip service meaningless.  How 'sorry" are you Mr Briskin?  Sorry enough to accept responsibility and resign in disgrace?  Sorry enough to pay compensation or just "sorry" enough to pass the buck and blame some poor underling for your failure of leadership and governance.  
No doubt you will only be "sorry enough" to put out a continuing stream of emails extolling your "prompt response" hailing your "complete cooperation" with the "appropriate government and security entities" and at the end of each email claim to be "taking the matter with the utmost seriousness" and operating in a "transparent and open way with our customers and authorities".  
Regrettably, all the platitudes in the world won't get the data back, won't prevent it's sale on the black web and won't provide any security to the millions of victims of Origin's abysmal failure to protect personal data. 
I'm not holding my breath waiting for you to announce your resignation .  Men of integrity are few and far between in this day and age and I am suspecting you are not one of them.
Sincerely
Richard
Long Term Origin Customer and Victim of Origin's incompetence. 

Origin Energy is the worst company. I contacted them so they could stop sending letters addressed to a previous resident of my house I bought in 2020.

To this day, they continue to send these letters. They’re absolutely useless. They claim their system can’t stop the letters being sent.

I’ve contacted them at least ten times over this issue. At first I was polite and calm, after a while I completely lost it with them. They refuse to resolve it, so I just chuck those letters straight in the bin.

Absolutely useless company.

Origin Energy have always matched me with the lowest available prices from competitors time to time. Although you will have to wait longer to talk to someone, every time I have felt it is worth the wait. Every associate I have ever spoken to, was super helpful. As I use EV, I simply love their EV Beta plan which works out really well for me. I would definitely recommend them. Never had any issue with Electricity or Gas with Origin.

At the moment my experiences in Origin is regarding the very accomodating and helpful Customer Service.

Rahul alleviated my concern of updating my plan verbally rather than online. He was helpful and very efficient.

Supreet is so helpful and made sure I got everything I need.

Your operator(Avi, I think), was very easy to understand, helpful & patient. I was most impressed.

Informative, helpful and just kind. Sometimes it just takes a person to sit back and let the customer know “I can see how that may feel”.
Thanks for your work, and doing just that little bit extra to explain things Rick 🙌🏽

My electricity was not connected on the day it was booked and we had to go the entire weekend without electricity in our new house, during winter in Sale VIC where it is 1° overnight. We are relocating from interstate and did not have access to the house until late Friday afternoon. We were not contacted by either AusNet or Origin Energy that our electricity was not able to be connected due to the main switch being left on. A phone call, message or email could have solved this problem and we could have asked a family member to go around to the house to turn the switch off. The lack of communication and monitoring of a new customer connection was absolutely not good enough. When has customer service gotten so bad that "well we tried" is apparently good enough and no one even made an effort to let us know there was a problem with getting our electricity turned on and then saying "now it's after business hours you'll have to wait until Monday for the connection" is apparently good enough. The young lady I spoke to originally just passed me off as soon as she realised I was angry. The next lady did contact AusNet on our behalf and did try her best but it still resulted in us not having a resolution to the issue. If there was actually some kind of tracking of new customer connections the issue would have been identified with enough time to get it resolved. Instead you don't provide the required level of service and just take our money. This whole situation was not good enough and I am not a happy customer.

TNX MR Kracken

helpful correspondence, and quick fault reading (on my part) fixing. good customer service

I am happy with the quick reply and quality services Origin Energy has provided.

Kathryn