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Customer Charter and Results

Here's what you can expect from us

We will respond to you

We will answer your calls promptly during normal business hours and respond to written enquiries within 2 business days.

We also provide some self-service options 24 hours a day by phone and on our website. If you have visual or hearing disabilities, let us know so we can give you assistance with your account or billing enquiries. Tell us also if you have any life support or critical power requirements.

We will always try to resolve your enquiry first time. If we can't, we'll contact you to let you know of progress made, or if we require more information. If you are not satisfied with our response, we will escalate your concern in line with our Dispute Resolution Policy. If you are still not satisfied, you have the option to contact your Energy Ombudsman.

Manage your energy consumption

We offer a number of ways to help you manage your energy including energy audits and energy efficiency tips.

Manage your account online when it suits you. You can view bills, make payments, monitor your energy usage and arrange a property move quickly and easily.

Track and manage how and when you’re using energy in your home with My AGL IQ®.

Safe use of your energy

Make sure that you use energy in a safe and legal manner. Do not tamper with or bypass the meter. Keep vegetation clear from power lines and ensure clear access to your meter. If you suspect a fault, call the faults number provided on your bill.

Our conduct

We'll handle your personal information in accordance with the Privacy Act and the Privacy Policy. We will deal with you openly, honestly and fairly and will act in accordance with AGL Code of Conduct.

What is the difference between an energy "Retailer" and "Distributor"?

As your energy Retailer, AGL is responsible for selling electricity and/or gas to you. We work with your Distributor to arrange energy for your supply address, and we bill you based on the consumption information provided to us. You have the right to choose your Retailer.

Your Distributor, who is independent of AGL, is responsible for the electricity poles and wires, gas pipes and meters in your area. They're responsible for distributing the energy to your property. Some services you request from AGL are in fact actioned by the Distributor e.g. reading meters and new connections. The time the Distributor has to complete these requests is determined by market rules. Your Distributor is determined by where your property is located. Their name and contact details are on your bill.

We can help you move

Let us know at least three business days before you move and we can arrange a final meter read and a bill for the property you are moving from, and supply of energy to your new property. If you are in a regional area, we may require a longer lead time so please contact us at least 10 days prior to your move if you are unsure of the time required.

When you switch to AGL at your existing property, we need an actual reading of the meter to establish your new AGL account. If there is no clear and safe access to the meter, let us know so that we can look at alternative arrangements to obtain this meter reading.

We will connect your energy supply

Where you need a new gas or electricity meter to be installed, we will work with your Distributor(s)* to determine the availability of supply. On average, new connections take 15 business days subject to access and availability of supply.

* The distributors are responsible for the electricity poles and wires, gas pipes and meters in your area.

You have a choice of Energy Plans

Your Energy Plans represents a contractual relationship with us. We may offer you a market or negotiated contract. The offer will outline your prices, fees and charges along with any discounts and incentives and you will have a 10 business day cooling-off period. If the offer is for a fixed term it may have an early termination fee. We may vary your prices from time to time and will notify you in writing when this happens. Our standard retail contract applies to our customers who haven't entered into a market contract. The terms are subject to regulatory oversight and variations to prices are published on the internet and in major newspapers. If you move into a property without contacting a Retailer to set up an account you will be deemed, under regulations, to have a contract with the current Retailer responsible for that property.

How we will bill

If you're a residential or small business customer, we will send a bill at least every 3 months (every 2 months for Victoria gas), or we can agree to a different billing frequency with you.

Your bill will show how much energy you've used based on an actual meter reading whenever possible. When we cannot obtain a meter read, we will use an estimate based on information provided by your Distributor. If there is no clear and safe access to the meter, let us know so that we can look at alternative arrangements for your meter readings. If your bill is higher or lower than expected, call us and we’ll explore why. If we need to investigate further, we'll do so as quickly as possible. All fees will be clearly set out in your Energy Plan and clearly displayed on your bill. We'll let you know of any changes to these. In the unlikely event that you are overcharged we’ll let you know and make sure you are reimbursed. If we've undercharged you, subject to regulatory limitations, we may recover that amount from you with a reasonable payment plan that we will agree with you.

Options for payment

We offer a range of convenient bill payment options that are listed on your bill. If you're a residential customer you also have the option of bill smoothing to help spread the cost of your energy bills across equal instalments.

If you don't pay your bill

If you don't pay your bill by the due date and haven't made alternative arrangements with us, we may, as a last resort, disconnect your energy supply. However we will contact you beforehand.

If you are having difficulty paying, we can help

We offer energy efficiency advice and flexible payment options to help you get back on track. If you are a residential customer experiencing ongoing financial difficulties, our Staying Connected program can also support you.

Disconnections / Reconnections

If you would like us to disconnect the energy at your address, please contact us at least 3 working days before you require disconnection. We may also disconnect your supply if you don't allow us access to your meter or supply address (and we have made all required efforts to contact you); if you have sourced energy illegally; are in breach of your energy contract or any relevant regulations; or if you do not provide the acceptable identification required by your contract. If you are a residential or small business customer and you have been disconnected, we will lodge a request for reconnection of your energy supply within 24 hours of your request if you have fixed the problems leading to your disconnection and have paid (or made arrangements to pay) any outstanding amounts.

If you have any queries regarding your energy use, please do not hesitate to Contact Us.

Customer Charter Results

The moment you become an AGL customer we make promises to you as set out in our Customer Charter. But what good is a promise if it isn't kept? So here is the proof of what we have done, and continue to do to keep our promises to you. These are just a few of the measures that we will be reporting on. In the next few months we will be publishing more of the measures to track how we are performing against our promises. At AGL, 'doing what we say' are not just words.

The following results are for the period 1 January 2013 to 31 March 2013. These results have been verified.

We will bill your energy in an easy to manage way

Our Promise Result What it all means
If you're a residential or small business customer, we will send a bill at least every 3 months (every 2 months for Victoria gas). We issued bills to 99.72% of our customers on time. Our target is to issue over 99% of bills on time.
*On time means within 30 days of when your bill is due to be issued.

We'll respond to you

Our Promise How we measured up What it all means
We will answer your calls promptly during normal business hours. We answered 79.53% of calls within 30 seconds. Answering calls within 30 seconds is an industry benchmark against which we measure ourselves.
Our Promise How we measured up What it all means
We will always try to resolve your enquiry first time We resolved 82% of enquiries during your first call to us. At AGL we want to provide the best service we can to our customers. To determine what "best" is, we asked a number of our customers, you told us that answering your enquiry within that first phone call is considered excellent service. So this is the benchmark we will measure ourselves against.

We can help you move

Our Promise Result What it all means
Let us know at least 3 business days before you move and we can arrange supply of energy to the property to which you are moving. We helped connect 95.99% of customers with energy when they gave us 3 business days notice of their move. With 3 days notice, you can be sure we will do our bit to arrange gas or electricity at your new address in line with regulations in each of the states where we operate.

We will help those having difficulty paying

Our Promise Result What it all means
If you're a residential customer you also have the option of bill smoothing. We have 147,881 customers on our bill smoothing program. We aim to help customers manage their budget by spreading the estimated total cost of yearly energy bills across weekly, fortnightly or monthly payments.

We will connect your energy supply

Our Promise Result What it all means
On average, new connections take 15 business days subject to access and availability of supply. On average, we've helped our customers get their new gas and electricity meters installed in 14 business days. 15 business days is within the minimum notice period required for the installation and connection of gas and/or electricity at your address. This notice period is regulated for each state within which we operate. The results exclude South Australian electricity, where an appointment system is used and is outside of our control.
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