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 April 2011 to 30 June 2011.
Our Promise
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Result
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What it all means
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| 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 99.80% 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. |
Our Promise
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How we measured up
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What it all means
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| We will answer your calls promptly during normal business hours. |
We answered 63.38% of calls within 30 seconds. |
Answering calls within 30 seconds is an industry benchmark against which we measure ourselves. |
Our Promise
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How we measured up
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What it all means
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| We will always try to resolve your enquiry first time |
We resolved 80.06% 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. |
Our Promise
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Result
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What it all means
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| 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 96.29% 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. |
Our Promise
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Result
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What it all means
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| If you’re a residential customer you also have the option of bill smoothing. |
We have 98,294 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. If you want to find out more about our bill smoothing program for residential customers click here. |
Our Promise
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Result
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What it all means
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| 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 12 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 excludes South Australian electricity, where an appointment system is used and is outside of our control. |
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These results have been verified.
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