AGL Accessibility

Electronic billing is when a customer receives their bill via email or the AGL App. You can zoom in using your preferred device to enlarge the bill to assist from a visibility perspective.

Refer to our Billing Options for more information.

We can provide large-print bills on A3 paper upon request, assisting customers with low-vision and large-print needs to access their bill information. 
 
To request large-print bills, call us on 131 245 or visit our Contact us page for all our communication options.

We provide a messaging chat service via the App or MyAccount that allows a customer to chat to AGL without needing to call (or speak over the phone). You can message us through the AGL virtual assistant and you can connect with AGL via chat at any time of day or night.  
 
The National Relay Service (NRS) is also available to support anyone who is d/Deaf, hard of hearing, or has communication needs. It is a free and confidential service that offers many different types of calls to suit different needs including: 

• SMS Relay: Text-to-speech and speech-to-text translation services.

• Type and Read (TTY): You type your side of the conversation on a TTY (Teletypewriter) and read the responses from AGL that are provided by the Relay Officer on your TTY screen. TTY equipment is required.

• NRS Captions: You speak directly to AGL. You can then read or listen to AGL’s response as captions on your screen provided by the Relay Officer. 

•  Speak and Read (TTY): You speak your side of the conversation and read AGL’s responses through the Relay Officer on a TTY screen. TTY equipment is required.

To contact AGL through the NRS, contact the NRS by your preferred option and ask the Relay Officer to call AGL on 1300 664 358. If it's your first time using the service, you'll need to first register for the NRS.

AGL have partnered with Hello Co, Australia's leading language services provider and made it easier for AGL staff to help non-English speaking customers and anyone with language or communication needs.

Translated content is also provided as bill explainers and guides for our Culturally and Linguistically Diverse (CALD) customers in the following six languages: Arabic, Mandarin, Vietnamese, Cantonese, Korean and Italian.

We aim to make our websites, phone apps, emails, and documents meet Level AA of the Web Content Accessibility Guidelines 2.2 (WCAG) and to Level AAA where possible.

We consider accessibility across our digital content and experiences from early planning through to designing, building, and testing. We check to ensure support for keyboard navigation, magnification and zoom, high contrast mode, and compatibility with a range of screen readers, including NVDA, JAWS, Voiceover, and Talkback.

Some of our digital channels are not yet fully accessible and we are working to fix these issues. In the meantime, you may experience:

• A small number of pages in My Account do not have full keyboard support.
• Parts of My Account and our signup forms do not appropriate direct screen reader focus.
• Some promotional emails are not fully accessible to screen readers.
• Many PDF documents are not fully accessible to screen readers. We aim to publish more accessible alternatives to these as web pages and Word documents.