AGL develops new measures to identify and support hardship customers

AGL today announced it is making improvements to its systems which will allow it to identify and support customers who may be in financial hardship.

Interim Chief Customer Officer Mark Enzinger said AGL had revised its hardship policy which was approved by the Australian Energy Regulator (AER) this month.

“In line with our commitment to make energy more affordable for our customers, we are making further improvements to our Staying Connected financial hardship program,” Mr Enzinger said.

“These new measures will use predictive solutions to identify customers who may be experiencing payment difficulties due to hardship.

“We are in the final stages of building new systems with the aim of delivering the new measures in January.

“Through predictive analysis, we will contact customers to notify them of support that is available to help them to manage their energy bills.”

AGL’s support for customers includes the Here to Help tool that connects them with tailored financial assistance options and the Staying Connected program.

The financial assistance options include:

  • payment instalment plans and extensions
  • relevant concessions and grants, and
  • energy savings tips.

Staying Connected offers personalised and confidential support and advice to help customers get back on track including:

  • tailored payment plans
  • payment options and information on Centrelink’s Centrepay service, and
  • access to free and independent financial counselling and support services.



About AGL

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 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.