Our Customer Charter outlines your rights and obligations under your retail contract with us, plus other important information.

At AGL, we use our energy to help people get on with their lives. Our know-how, expertise and willingness to help means that our customers can enjoy a range of competitive offers with refreshingly uncomplicated and hassle-free service. And should you ever need to talk to us, you can be assured that you'll be treated as a valued customer by us - and get the information you need in a simple, straightforward way. 

Additional Information

In addition to the Customer Charter above, the following documents from the Victorian Essential Services Commission provide important information on the responsibilities of retailers.

Guideline No. 1 Gas Industry Credit Assessment outlines how energy retailers like AGL can access credit information about their customers.

Guideline No. 4 Electricity Industry Credit Assessment outlines how energy retailers like AGL can access credit information about their customers.

Guideline No.10 Confidentiality and Informed Consent outlines the responsibilities of gas and electricity retailers regarding the use and disclosure of customer information, and explicit informed consent for contracts.

Guideline No. 13 Elecricity Industry Greenhouse Gas Disclosure on Electricity Customer's Bills outlines the information an electricity retailer must include on a customers electricity bill in relation to greenhouse gas emissions.

Guideline No. 19: Energy Product Disclosure - Electricity and Gas outlines the minimum requirements in relation to:

• The process to be established by a specified retailer to enable customers to access relevant published information; and
• The details and format for the publication of energy product information statements.