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Your Rights

Complaints Management

If you have a complaint with any aspect of AGL’s service or products, please Contact Us so that we can resolve your concerns. Our aim is to do this as quickly as we can.

If you prefer, write to us at the following address with the details of your complaint and we will aim to provide an initial response within two business days of us receiving your letter.

AGL Energy

Customer Advocacy
Locked Bag 14120 MCMC
Melbourne VIC 8001

View the AGL Dispute Resolution Policy.

We are a member of the relevant Ombudsman Scheme in the States in which we sell gas or electricity. After attempting to resolve your complaint with us, if you're not satisfied with our efforts, you may contact the relevant State Ombudsman to review your complaint and our attempted resolution.

ACT

ACT Civil and Administrative Tribunal

Phone: (02) 6207 1740

Web: www.acat.act.gov.au

NSW

Energy and Water Ombudsman of New South Wales

Freepost: Reply Paid 86550, Sydney South NSW 1234

Freecall: 1800 246 545

Freefax: 1800 812291

Email: omb@ewon.com.au

Web: www.ewon.com.au

Queensland

Energy and Water Ombudsman Queensland

Mail: PO Box 3640, South Brisbane QLD 4101

Freecall: 1800 662 837

Email: complaints@ewoq.com.au

Fax: 07 3087 9477

Web: www.ewoq.com.au/

Locations:

Brisbane: Level 16, 53 Albert Street

Rockhampton: Level 2, 212 Quay Street

Cairns:Level 1, 15 Lake Street

South Australia

Energy Industry Ombudsman of South Australia

Mail: GPO Box 2947, Adelaide, South Australia, 5001

Freecall (from Australia): 1800 665 565

Freefax: 1800 665 165

Overseas call: 61 8 8216 1888

Overseas Fax: 61 8 8216 1844

Web: www.eiosa.com.au

Essential Services Commission of South Australia

GPO Box 2605, Adelaide, South Australia, 5001

Phone: 08 8463 4444

Fax: 08 8463 4449

Web: www.escosa.sa.gov.au

Victoria

Energy and Water Ombudsman (Victoria)

Mail: GPO Box 469D, Melbourne, VIC 3001

Freecall (except mobile phones): 1800 500 509

Telephone Interpreter Service: 131 450

TTY (for hearing impaired customers): 1800 500 529

Web: www.ewov.com.au

Essential Services Commission

Level 2, 35 Spring Street, Melbourne, VIC 3000

Enquiries: 03 9651 0222

Web: www.esc.vic.gov.au

Concessions, Rebates and Grants

At AGL, eligible customers can receive various state-funded energy concessions, which AGL administers on behalf of a number of State Governments. The range of energy concessions and eligibility conditions vary from state to state.

Note: Eligibility terms and conditions, and the amounts and applicability of concessions, rebates and grants are subject to change by State Governments from time to time.

Staying Connected: AGL's national hardship program

The Staying Connected program is designed to provide customers experiencing temporary or ongoing financial difficulties with personalised assistance and support to assist them with getting back on track. We tailor assistance to customers' individual needs by establishing personalised payment plans.

Customers experiencing difficulties with paying their bills can contact AGL's Customer Service Representatives on the enquiry number listed on their energy bill. The Customer Service Representative will then discuss the available options with the customer. Customers may also be referred to Staying Connected through their financial counselor.

Product safety

Safety information on our products and services is available from an AGL Smarter Living Store when appliances are purchased. This information provides customers with a clear understanding of any potential hazards or risks when using the appliance and how to avoid those risks.

Privacy

AGL and all its related companies are committed to protecting the privacy of our customers, shareholders and other people who we deal with in our business.

AGL's Privacy Statement outlines how and when personal information is collected, stored and distributed.

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