1st Energy Review

New electricity company 1st Energy provides services for both residential and business customers in New South Wales and Victoria, stating that it is a “customer service-focused retailer”.

Founded in 2014, Australian-based 1st Energy states that it is dedicated to providing energy that actually reflects the real cost of doing business whilst giving its customers confidence and peace of mind that they care about them.

“You don’t often have to call your energy company for support, but when you do, it can be frustrating,” 1st Energy states. “You could be waiting on hold, being transferred to different departments, and your issue might not be solved in a prompt manner. We know this, and this is why we, as a small retailer, can promise an excellent level of customer service and quick solutions.”

1st Energy states that it recognises that customers are faced with the energy dilemma of wanting to cut costs now and wanting a guarantee those costs will stay low over time.

“Our promise is we won’t take your benefits away from you after your contract term,” the retailer says. “As a customer service-focused retailer, we promise you’ll be looked after at all times.”

 

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What’s on offer from 1st Energy?

1st Energy claims that it delivers “competitive rates and outstanding service”, with its goal being “to put our customer first and foremost in every decision we make”.

“Our offers are simple and straightforward, no hidden fees or charges and no broken promises,” 1st Energy states. “We believe sales customer service should be professional and straightforward. We may not be the biggest energy retailer, but we do plan to be the best.”

1st Energy’s residential offers comprise:

New South Wales – 20% off energy usage charges

  • 20 per cent pay-on-time discount off usage charges
  • 24-month contract with lifetime benefit (meaning that 1st won’t remove a discount after the contract ends, with the discount not applying to the final bill if the customer changes retailer at the sign-up address)
  • Price match guarantee
  • Service guarantee

Victoria – 40% off energy usage charges

  • 40 per cent pay-on-time discount off usage charges
  • 24-month contract with lifetime benefit (meaning that 1st won’t remove a discount after the contract ends, with the discount not applying to the final bill if the customer changes retailer at the sign-up address)
  • Price match guarantee
  • Service guarantee

 

1st Energy additionally provides options for customers with solar panels, stating via its website that customers should get in touch to discuss their options. Of its price match guarantee, 1st states: “Our price match guarantee means that if you are offered a better deal for an equivalent tariff, simply let us know and if the quote is validated by 1st Energy as a comparable quote, we will match it.

“In the unlikely event that we cannot provide you with an equal or lower overall combined cost of energy, we will release you with no exit fee.”

Consumers can also compare their latest bill by scanning and sending it, filling in a form via the 1st Energy website (consumers without a bill can request a price comparison via a separate online form), with 1st stating that it will contact consumers within 24 hours.

Customer service

1st Energy provides a range of information via its website’s help centre page, with consumers also able to search for information via the website’s search engine function. Consumers can additionally pose a question via the 1st website forum, with the company stating that once a question has been posted an answer will be provided within 48 hours.

Consumers can contact 1st Energy via phone or email, and also have the option of submitting an enquiry form, or requesting a callback, via the 1st website. For consumers looking to get a quote or sign up with 1st, the facility to do so is provided online.

Account management

1st Energy’s online My Account service provides customers with a number of tools via which they can monitor and manage their account. Via My Account, customers can:

  • Pay their bill
  • Check their usage
  • Access their account details
  • Access their latest invoices

 

When it comes to invoicing, 1st Energy issues invoices on a monthly basis, with customers able to make payment via:

  • Credit card and MasterPass online via 1st’s payment portal
  • Credit card via phone
  • Direct debit
  • BPay
  • Cheque via mail

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