AGL today welcomed the opportunity to sit down with government and industry colleagues to discuss energy affordability and solutions to simplify energy offerings and ease the burden on household budgets.
Managing Director and CEO Andy Vesey said AGL recognised energy prices were a critical concern and more needed to be done to support customers in this challenging environment.
“We are currently taking action to help customers access the best deal for them, particularly vulnerable customers, and agree as an industry we need to do more,” Mr Vesey said.
“Through AGL’s A Fairer Way package we have been proactively contacting concession customers on standing offers, encouraging them to contact us to discuss a better energy plan for them.
“We also provide customers in our Staying Connected hardship program with highly competitive offers, guaranteed discounts and personalised support to get them back on track.”
AGL’s hardship customers are not charged fees for late payments, paper bills or over-the-counter payments and have access to financial counselling, debt relief, home energy visits and information on government energy concessions.
”The reality is the best way to bring down prices is to increase electricity supply, which is why we are investing in new generation and support a Clean Energy Target to unlock additional supply,” he said.
“Energy bills are high right now, so it is particularly important that customers can easily compare offers. That is why we support standardising how energy plans are presented so customers can find the right deal for them.
“In relation to ‘contracts ending’, AGL either contacts residential customers with a new offer before their energy plans are due to end, or we extend their benefits on a new energy plan for a further term. As a matter of practice, we do not revert these customers to higher priced ‘standing offers’.
“We have also introduced AGL Everyday, a product that provides a discount off usage and supply charges that is not conditional on paying on time, which is especially suited to people with lower energy use.”
AGL is investing $300 million in its Customer Experience Transformation (CXT) program to continue to provide innovative products and services that give customers more control over their energy.
“For example, we are running a trial giving consumers greater insight into how much energy is being used within their home by estimating the break-down of energy consumption by specific household electrical appliances. This kind of service can help empower customers to lower their consumption,” Mr Vesey said.
“While we are already implementing measures to help customers manage energy costs, we acknowledge more action is needed and will work with government and industry on additional measures discussed today.”
AGL is committed to helping shape a sustainable energy future for Australia. We operate the country’s largest electricity generation portfolio, we’re its largest ASX-listed investor in renewable energy, and we have more than 3.6 million customer accounts. Proudly Australian, with more than 180 years of experience, we have a responsibility to provide sustainable, secure and affordable energy for our customers. Our aim is to prosper in a carbon-constrained world and build customer advocacy as our industry transforms. That’s why we have committed to exiting our coal-fired generation by 2050 and why we will continue to develop innovative solutions for our customers.