AGL Energy Limited (AGL) today released its 2013 Sustainability Performance Report which sets out the social, environmental and economic challenges and opportunities that face the organisation and the steps that AGL is taking to enhance the long-term value of the business. AGL’s sustainability performance has been recognised through its inclusion in the Dow Jones Sustainability World Index and the FTSE4Good Index Series.
Commenting on the year’s achievements, AGL’s Head of Economic Policy and Sustainability, Tim Nelson, said that AGL has seen improvements in its retail customer service with a higher customer satisfaction score than its major competitors.
“Positive customer service experiences were seen as the key reasons for customer satisfaction. AGL is continuing to improve customer service and provide smarter solutions for customers’ energy needs,” he said.
Throughout 2013, AGL implemented a number of programs and initiatives designed to improve customer experience including: introducing monthly billing options; exiting residential door-to-door sales; launching the My AGL IQ® website to help customers track and save on their energy usage; and expanding its social media presence to further engage with customers.
AGL exceeded its employee volunteering participation rate target of 27 percent, with 37 percent of the workforce contributing a total of 6,009 hours of service to community organisations during FY2013. AGL’s total community investment (including cash, staff volunteering and in-kind contributions) increased by over 30 percent to more than $2.9 million in FY2013.
“Our level of employee engagement has been steadily improving and we are very proud that AGL is now performing in the ORC International Best Performing Zone, a high performance external global engagement benchmark,” said Mr Nelson. AGL continues to hold its Employer of Choice for Women citation which was initially awarded in 2012 by the Equal Opportunity for Women in the Workplace Agency.
The 2013 Sustainability Performance Report provides details of AGL’s sustainability performance during the year ending 30 June 2013 and is available online at agl.com.au/sustainability. AGL encourages all stakeholders to engage with AGL about sustainable business performance through the AGL corporate blog (www.aglblog.com.au) and Twitter (@tanelsonaus).
AGL is one of Australia's leading integrated renewable energy companies and is taking action toward creating a sustainable energy future for our investors, communities and customers. Drawing on over 175 years of experience, AGL operates retail and merchant energy businesses, power generation assets and an upstream gas portfolio. AGL has one of Australia's largest retail energy and dual fuel customer bases. AGL has a diverse power generation portfolio including base, peaking and intermediate generation plants, spread across traditional thermal generation as well as renewable sources including hydro, wind, landfill gas and biomass. AGL is Australia's largest private owner and operator of renewable energy assets and is looking to further expand this position by exploring a suite of low emission and renewable energy generation development opportunities.