“Dear Frank (Origin Energy CEO),
I’m writing to you directly because, after three years of managing your company’s internal records for you, I feel we’ve moved past the formal “Customer/CEO” boundary: we’re basically co-workers now.
Frank, you’ve been at Origin since 2001. You were the CFO, CEO of Energy Markets, and now the big chair. With that kind of tenure, you’ll appreciate the irony: while my roof has been flawlessly converting photons into electricity since 2022, your billion-dollar enterprise has been attempting to convert a simple 20-cent tariff into a three-year psychological thriller.
With all due respect, trying to navigate your internal record-keeping feels like watching a toddler doing origami in a wind tunnel. It is a frantic, messy attempt at structure that is being shredded by the very environment it exists in. Since January 2023, I have effectively been your unpaid Lead Forensic Auditor. I’ve spent dozens of hours performing digital archaeology to prove to a multi-billion-dollar company that its own contracts are not works of speculative fiction.
At some point I realised I had spent more time reconstructing Origin’s internal records than Origin had spent maintaining them: I’ve unearthed quotes and receipts like they were the Dead Sea Scrolls.
I even had to provide my own 2022 phone bills to match the exact second I was speaking to your team with the timestamp of the confirmation email they sent me while I was on the call. It turns out that when corporate memory fails, time itself apparently requires independent verification.
The “solution” offered was a masterclass in administrative gaslighting: I was asked to sign a new contract agreeing to the old plan, so your system could “backdate” the reality I had already been living in. I literally had to write an email agreeing to something I had already agreed to, just to satisfy a computer that apparently has the memory of a goldfish on Valium.
More importantly Frank, let’s talk about our “special” connection: While Origin owed me (by my estimation) over $2,000 in backdated solar tariff credits, your automated system pursued me with the intensity of a jilted lover who had forgotten our anniversary but still installed a tracking device. I received hundreds of threats of disconnection at all hours of the day and evening. When I asked your team to make the calls stop, the official advice was: “Just ignore them.”
I tried, Frank. But my phone’s battery, unlike my solar credits, actually works. Somewhere along the way I realised I had become the primary archive for Origin Energy’s 2022 records.
The solar panels were generating electricity every single day without complaint. The only thing Origin appeared to generate consistently was additional work for me.
I also note you recently received a $1.2 million pay rise, taking your total compensation to roughly $7.6 million. That’s a 21% increase. Given I’ve spent the last three years performing internal audit, database recovery, timeline reconstruction and system stress-testing that your organisation didn’t manage to do itself, I’ve attached a formal invoice for my consultancy hours.
I assume my cheque is in the mail.
Actually, Frank, looking at the bigger picture, when you eventually decide to retire and spend more time with your millions, I would like to formally apply for your job. I clearly have a better grasp of your 2022 filing system than anyone currently on your payroll. I’ve also demonstrated that I can work under extreme administrative duress, reconstruct lost documentation, and maintain composure while being repeatedly advised to “just ignore” systemic errors.
I already feel reasonably qualified for the Energy Markets portfolio. Plus, I promise that my first act as CEO will not be to tell customers to ignore hundreds of automated harassment calls. The issue here was never solar generation. Solar worked beautifully. My roof generated electricity every single day: Your internal systems, unfortunately, did not generate memory with the same reliability.
Renewable energy may be complex. Remembering your own contracts is not.
Kind regards,
Natasha
(Acting CEO-in-Waiting & Chief Forensic Historian for Origin Energy)”
“They listened patiently, communicated clearly, and took action fast. The updates they provided made me feel involved and reassured throughout the process. Thanks to their efforts, my issue was finally resolved—and I could finally breathe again.”
“Terrible service. Self meter read app had been down due months. Finally working again so put in a self read, they did not process it so contacted them. They refused to use it because it has been too long (I was wanting to pay more as I had used more than there estimated and just wanted to pay it to catch up), they said someone would have to come out and do a read. But could not give me a day, just told me they needed clear access. Not possible without staying home and putting 2 golden retrievers inside and unlocking gate. They could only tell me a week. Like I’m supposed to stay home and not leave the house for a week. Changed companies who could give me a day to come to a read and offered to install a smart meter, next minute I’m getting emails saying they are adjusting my last bill using my self meter read. Which they refused to use while I was a customer with them. Truely terrible service.”
“I am on a pension and was short a small amount of money to pay the account. The daily harassment was ridiculous. I owed them $50 and they called me five days a week and sent texts and emails continuously. They threatened me with collection agencies if I didn’t pay. I left after the first month. The worst company I have ever had the misfortune of dealing with.
Save yourself a world of headaches and avoid them at all costs.”
“Thank you Gold.
I spoke to a an absolute switched on and emotionally intelligent person on the phone ,named Gold .
This phone conversation was very scary for me because of my situation . I’m grateful for how understanding and adaptable approach was very professional. I am in the fragile mental pl , avoiding and hiding from the parts of my life that I neglected. Yet it wasn’t as scary.
That was an excellent customer service skill and deserves 10 stars , acknowledgement/recognition and a promotion 👍🏻👍🏻👍🏻”
“I have to say that my interaction with one of the support staff was less than satisfactory.
I felt a little shouted down when I was discussing the disconnection at the current property and reconnection at the new. From a customer service perspective, it was rude.
Furthermore, when I asked a simple question about the cooling off period, he promptly pointed out that it's an embedded network, suggesting that I was stuck anyway. This did not answer the question I had, and secondly, it is possible to break away from a less-than-satisfactory service provider in an embedded network in Victoria. This staff member should be educated about what determined clients are able to achieve in an embedded network.
Was quite animated only when trying to upsell internet connection - don't think so my dear.
Lodged a formal complaint via the website. The kind of form you fill out and receive no email confirmation (always keep screenshots). The form said up to 5 days for a reply and that has come and gone. I don't mind indifferent customer service if the provider is the cheapest on offer - there are tradeoffs. But compare.energy.vic.gov.au tells me that they are not, so no excuse. Dropped my rating to one star.”
“I cannot believe the level of incompetence and utter disregard for customer service that Origin Energy has shown. It has been 6 weeks since we were told that a technician would come to resolve an issue with our power supply. Originally, we were told someone would arrive in 3 weeks – that was a lie. Every single time we call or email, we're promised that a technician will be in touch the next day. Guess what? They never show up. Not once. Not ever.
We’ve tried everything to get a response, and each time we are met with nothing but empty promises. This is a total joke. I cannot express how frustrated I am. It’s utterly disgraceful that a company with so much power in the energy industry can operate with such negligence and disrespect for its customers.
My next step is to contact the Energy and Water Ombudsman. If that doesn’t get their attention, I’ll be more than happy to pursue every available avenue to make sure that no one else has to endure the misery I’ve experienced trying to get help from this so-called company. If you're considering Origin Energy, run the other way. They’re untrustworthy, unprofessional, and completely unreliable.”
“I have been with Origin since there were dinosaurs - I have no problem with them as an electricity provider, however, they recently reduced their 4c per litre fuel discount to 2c if used together with the W'worths Rewards 4c discount.
I go to a lot of effort to patronise W'worths/EG fuel outlets Aus wide to achieve the combined 8c discount, but not so much anymore. I can get 4c off with RACQ & 6c off at Freedom, so why bother ???”
“I'm not recommending Ogrin Energy for any. I used this nearly 6 months and during that time my Electricity and gas bills were unnecessary high. 30 days Electricity was nearly $300 every month. Gas bill for 60 days was $300 to 400.
The customer service is very bad.
Then I changed the Service provider and now and my Electricity bill for 30 days is less, and $100 and Gas bills are less than $200/- . I do not understand how did the Ogrin energy charge so much of usage previously and because we use the same usage. So shocking that the way Origin energy is doing business, and the prices are very high.. Not recommend that for any.”
“After many days of me ringing no one did what they said they would. Luckily after many attempts to solve the problem l got Matthew who very quickly solved the problem thanks I can now relax.he then rang me the next day to follow up Matthew was the best.judy.”
“My experience with the shady firm has been really disheartening. I made a lousy investment with them. They made it hard to trust them because they are constantly requesting taxes and more deposits. It's critical to spot telltale indications of frauds, such as exaggerated claims and a lack of openness. Thankfully, C O V S E C L T D . C O M guided me through the difficult process of receiving my money”
“I was duped by this firm, which stole my hard-earned money. To be quite honest, it was difficult for me to approach several reputable recovery companies to ask for assistance in getting my money back. Fortunately, I was introduced to a tech recovery agent Mrs. Linda Smith , I nearly believed I had lost everything until I contacted her and she assisted me in recovering my lost assets in just 48 hours.
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