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Customer Charter and Results

Here's what you can expect from us

Our commitment to you.

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.

We’re always there to help.

AGL Anytime™ means that you can speak to someone 24 hours a day, 7 days a week. We will answer your calls promptly and we also provide some self-service options by phone and online at agl.com.au We will respond to written enquiries within 5 business days allowing for delivery and 2-3 days for online enquiries. If you have visual or hearing disabilities, let us know so we can give you assistance with account or billing enquiries. Also tell us 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.

You have a choice of Energy Plans.

Your Energy Plans represents a contract with us. You can choose either a Market Contract or a Standard Retail Contract. A Market Contract offer will specify any special discounts and incentives, as well as outlining prices, fees and charges and may include an Early Termination Fee. Under a Market Contract, you may be offered an Energy Plan with either variable or fixed rates. Variable rates can change at any time during your Energy Plan, with written notice to you. Fixed rates will not change for the duration of your current Energy Plan Period. If you choose a Standard Retail Contract, the terms are subject to regulatory oversight and variations to prices are published on our website and in major newspapers. A 10 Business Day Cooling-off Period applies to both contract types. 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.

We’re your energy Retailer.

As your energy Retailer, we are responsible for arranging the connection of electricity and/or gas to your property, sending you bills and looking after your energy needs. We can also offer you a range of services, including access to tradespeople, energy efficiency advice and solar solutions. An energy Retailer is different to a Distributor. Your Distributor, who is independent of AGL, owns and is responsible for the electricity poles and wires, gas pipes and meters in your area. They’re also responsible for distributing the energy to your property. Because of this, your Distributor will remain the same regardless of which Retailer you sign up with. Distributors are also responsible for performing many of the services you can request through your Retailer, including reading your meter, installing a new meter and restoring network faults. Go to agl.com.au/distributors to check who your Distributors are. This information is also listed on your bill.

Connecting your property and installing a new meter.

When you sign up for a new account with AGL at your current property, we need to read your 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 make alternative arrangements to obtain the meter reading.

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

Your bills will be clear and easy to read.

If you’re a residential or small business customer, we will send you a bill at least every 3 months (2 months for Victorian gas customers). Alternatively, we can agree to a different billing frequency with you, such as monthly billing.

Your bill will show how much energy you’ve used based on an actual meter reading whenever possible. When we cannot obtain an actual meter read, your bill will be based on an estimate of your energy usage. 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.

You have a choice of convenient ways to pay.

We offer a range of convenient bill payment methods including Direct Debit, BPAY and Paypal. All options are listed on the back of your bill. If you’re a residential or small business customer, you also have the option of Bill Smoothing to help spread the cost of your energy bills across equal instalments.

If you are having difficulty paying, we can help.

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

What happens if you don’t pay a 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. We will contact you beforehand, but request you please contact us if at any time you are unable to make payment.

Disconnecting and reconnecting your meter.

Under certain circumstances, AGL reserves the right to disconnect your supply. These include 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; if you 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 once 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.

We’ll help make moving a little easier.

We understand that moving can be stressful and there’s always so much to do. With AGL’s Move-in Guarantee, you can enjoy peace of mind knowing the power will be on at your new home the day you move in. Simply visit agl.com.au/move or call us on 131 245 any time, at least one business day before your scheduled move date to arrange connection. If you are in a regional area, please contact us at least 10 days before your move. We’ll also need you to arrange safe and clear access to the electricity meter to complete the connection. We’ll keep you up to date on this process via SMS updates, and arrange for a final meter read and a bill for your former property to be sent to you. Eligibility criteria applies to the Move-in Guarantee, including the notice periods listed above and safe access to your electricity meter. Customer credits for late connection are available. Visit our website or call us for more details.

In most instances gas supply will not be disconnected, but please call us one business day in advance to arrange a final reading at your old property and provide us with your new address.

We can help you find ways to be more energy efficient.

We can offer a number of ways to help you manage your energy, including energy audits and energy efficiency tips. Call us or visit agl.com.au/energyefficiency to find out more.

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.

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.

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 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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