Complaints Management
If you have a complaint with any aspect of AGL’s service or products, please call us on 131 245 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
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 NSW
Phone: 1800 246 545
Web: www.ewon.com.au
Queensland
Energy Ombudsman Queensland
Phone: 1800 662 837
Web: www.eoq.com.au
South Australia
Energy Industry Ombudsman SA
Phone: 1800 665 565
Web: www.eiosa.com.au
Victoria
Energy and Water Ombudsman Victoria
Phone: 1800 500 509
Web: www.ewov.com.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. To find out what concessions are available in your state, and who is eligible, please visit our Concessions, Rebates and Grants page.
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 counsellor.
For more information regarding AGL's Staying Connected program, please visit our Staying Connected Program page.
Product safety
AGL provides gas and electricity services to our customers. It also has a business in infrastructure, or energy-related asset construction, and management and energy asset services.
Safety information on our products and services is available from an AGL Energy Shop 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, as well as how we provide for verification and correction.
Door to Door Sales - Energy Assured
Energy Assured (EAL) is an industry initiative to ensure the best practice of door to door sales of energy contracts.
AGL is a founding member of Energy Assured and is committed to only engaging with Marketing Companies and Door to Door Sales People that meet Energy Assureds stringent requirements.
With a commitment to improving the consumer experience, energy retailers and marketers have established a Code of Practice to enhance service standards in the door to door sale of retail energy products. The Code covers standards in recruitment, training, accreditation and on-going monitoring of agents to ensure confidence when buying energy at your doorstep.
For further information about Energy Assured and the Code of Practice visit
www.energyassured.com.au