AGL has a complaints management process that is administered and managed by the Customer Advocacy department. They can assist you by resolving any concerns or complaints you may have with regard to your experience with AGL. This includes the recording, analysing and reporting (both internal and external) of customer complaints.
Should you have an enquiry or complaint, in the first instance, please contact AGL on:
- Qld and Northern NSW Gas Account Enquiries 1300 309 132
- Queensland Electricity Account Enquiries 1300 309 327
All operators are trained to handle your complaint, and if it cannot be resolved immediately, you have the right at any time to request that your complaint be escalated to the next level of management. You can make your complaint via telephone or in writing, and you can also use the online enquiry form to contact us.
In each State, customers who have first tried to resolve their complaint with AGL and who are not satisfied with the outcome, may wish to contact the Energy Ombudsman in their State to have the matter reviewed. From July 1, the Queensland Energy Ombudsman can be contacted on 1800 662 837 and they will be able to assist with free and independent advice to help you resolve your concerns.
With the move to competition the Queensland Government have established a free and independent service to provide advice on what the changes may mean for you. Further information on 'The Power To Choose' can be obtained by calling 1800 657 567 or through the website at http://www.thepowertochoose.qld.gov.au/