Our commitment to the community

It’s our goal to exceed baseline regulatory requirements for community engagement. We will:

Be proactive.
We will engage with communities early and often, so that we understand and respond to their interests and concerns.

Be flexible and inclusive.
We will offer a range of engagement opportunities that are tailored to the variety of needs and preferences of the communities in which we operate.

Be transparent.
We will act honestly and ethically in all our dealings with the communities in which we operate.

Support our employees and contractors to engage well.
We will provide tools, peer support and training to enable our staff to deliver on our commitment.

Continuously improve our engagement.
We will evaluate the effectiveness of our engagement and modify it as needed to ensure that our activities address community needs and expectations.

Our Community Engagement Policy has been informed through internal and external consultation, industry best practice, including the International Association of Public Participation (IAP2) Quality Assurance Standard (2015) and the Accountability AA1000 Stakeholder Engagement Standard (2011).

Information about the community engagement programs that are available in our local communities, can be found here.

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Community complaints and feedback

As a community member you have a right to provide feedback, to receive a timely and appropriate response, and to be treated with dignity, respect and without discrimination.

Our Community Complaints and Feedback Policy details our commitment to the effective management of feedback and complaints made by members of the community about our assets, operations, existing or planned projects and other activities. Feedback and complaints may relate to plans, actions, decisions, impacts or complaint handling. Customer related enquiries or complaints (e.g. account or billing enquiries, service complaints and service suspensions) are excluded from this Policy, as they are dealt with under AGL’s complaints and Dispute Resolution Policy.

Our Community Complaints and Feedback Framework is fair to all parties and ensures that all feedback is dealt with transparently, objectively and without bias. We have a three-tiered process that enables feedback to be dealt with quickly and informally, and provides avenues for internal and external review if the complainant or enquirer is not satisfied with our initial response.

Our procedures enable consistent, prompt and effective feedback handling. Each site-based Process will be developed in consultation with local community members and groups to ensure applicability, adaptability, and relevance throughout the entire lifecycle of each asset or activity and the community.


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Frequently Asked Questions

Why is AGL developing a Community Complaints and Feedback Framework?

AGL has developed a Community Complaints and Feedback Framework to ensure we have a consistent, best practice approach to managing feedback across AGL’s assets, operations, and activities.

When will AGL consult with the community on its Community Complaints and Feedback Framework?

We welcome feedback at any time. Feedback is an important source of information we use to measure our performance and improve our operations and processes. We want our processes to be industry-leading best practice and supported by the community.

What type of feedback does the AGL Community Complaints and Feedback Framework exclude?

The Framework does not apply to:

  • Service requests such as:
    • Requests for action
    • Requests for information
    • Routine enquiries about the progress of our activities
    • Requests for explanations of policies, procedures, and decisions

  • Comments – opinions, remarks and expressions of interest or concern made about our activities where a response is not required. Examples include:
    • Responses to requests for feedback in stakeholder surveys
    • Reports of problems or wrongdoing merely intended to bring an issue to our attention with no expectation of a response
  • Any AGL customer related issue (e.g. account or billing enquiry, service suspensions)
  • Emergencies

If you have an emergency to report, please contact your local emergency service provider or ‘000

What is an enquiry?

The term enquiry is an act of broadly asking AGL for more information about an AGL project or activity where a response is expected.

What is a complaint?

The term complaint is interpreted broadly as an expression of dissatisfaction made to AGL about an asset, existing or planned project or activity where a response or resolution is explicitly or implicitly expected.

What is feedback?

The term feedback is interpreted broadly as helpful information, compliments or criticism that is provided to AGL about how we may improve or continue our processes around our assets, activities, and projects.

What is an urgent matter?

Urgent matters are high risk activities generally resulting from operational issues which may cause environmental harm or wide-spread community concern.

What is a standard matter?

Standard matters are issues that can be resolved in day-to-day operations and generally unlikely to escalate or impact AGL’s business operations.

What is a complex matter?

Complex matters are generally technical concerns or issues that require highly trained professionals to respond. This may require specialised expertise that AGL may need to outsource or investigate.

How can I provide feedback to AGL?

Complaints may be raised in a variety of ways that cater for individual preferences. Feedback may be lodged:

  • By phone using the telephone Complaints and Enquiries line –13 12 45.
  • In writing by email to AGLCommunity@agl.com.au
  • In writing by mail to AGL Community Complaints & Enquiries, Locked Bag 14120 MCMC, Melbourne VIC 8001
  • Online via agl.com.au/AGLCommunity
  • AGL’s social media channels
  • In person to any staff member at a project site or corporate and information office
  • At our regular community events.

Any AGL customer, account enquiry or complaint can be directed to AGL 24/7 on 131 245.

How does AGL manage customer enquiries and complaints?

Our procedures enable us to provide consistent, prompt and highly effective complaint handling. There are three main levels in our community enquiries and complaint handling framework:

A quick view snapshot of the complaint handling framework is available to download here.

Level 1: Early Resolution – We aim to resolve most feedback at this level

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Level 2: Internal Review and Escalation

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Level 3: Conciliation and Closure

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How long will it take for my complaint or enquiry to be responded to?

We will acknowledge receipt of all feedback promptly.

We aim to resolve urgent enquiries and complaints within 24 business hours. We aim to resolve most standard complaints and enquiries within 5 business days of receipt.
Where enquiries and complaints require some further analysis and are technical in nature, we aim to provide a response to the complainant or enquirer within 30 business days.
We will keep you updated throughout the process. If we require further time to investigate and respond, we will also let you know.

How will AGL respond to my feedback?

We have a range of methods available for dealing with feedback. We operate through engagement and dialogue wherever possible, and encourage collaborative solution finding.

AGL will attempt to resolve your feedback effectively, transparently and without bias. We will use your preferred communication method, via phone; mail; or online to contact you.

Will AGL compensate me for my inconvenience?

We may offer a reasonable remedy depending on the complaints only. Forms of redress will vary, but may include:

  • An explanation
  • An apology
  • A change in decision, policy, or procedure
  • Mitigating measures
  • A goodwill gesture.

Remedies will be provided to the complainant as soon as possible after an agreement has been reached.

Is a representative able to provide feedback to AGL on my behalf?

Yes. We are happy to accept a nominee (with exception to legal practitioners) who represent an individual or group to provide feedback to AGL.

What if I'm not satisfied with AGL's response?

We aim to resolve most feedback at Level 1. If you are dissatisfied with AGL’s original response, you may escalate your matter in writing to Level 2 for an Internal Review.

What if I've exhausted all escalation points and I'm still not happy with AGL's response?

Where the matter is not resolved at Level 2, AGL may suggest the complainant or enquirer refer the matter to Level 3 for independent consideration by an external body.
AGL will co-operate with the requirements and processes of the independent external body.

Does this mean AGL will disregard regulatory and licence requirements outlining the management of community enquiries and complaints?

No. AGL will continue to adhere to all regulatory and licence requirements. Our Framework aims to exceed all regulatory and licence requirements and set a standard benchmark to feedback management processes across thermal generation as well as renewable operations including hydro, wind, solar, landfill gas and biomass.

Can I submit feedback anonymously?

Yes. We accept anonymous feedback and take steps to ensure that people lodging feedback are not adversely affected because of their decision to do so.

How will AGL protect my personal details and privacy?

We protect enquirer and complainants’ privacy and manage personal information in accordance with privacy laws and the AGL Privacy Policy.

I have a disability. Can you help me lodge my feedback?

Yes, of course. We will assist people with a disability to lodge feedback.

Will it cost me anything to provide feedback?

Each party bears their own cost.

AGL will cover costs it may engage to provide technical expertise or other services related to the resolution of the complaint or enquiry.

How do you manage unreasonable conduct of complainants and enquirers?

When complainants behave unreasonably, their conduct can significantly affect our work. In these circumstances, we will suspend the handling of the complaint and take action to ensure we manage any conduct that unreasonably affects our operations.

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Our commitment to stakeholder engagement

We are committed to engaging in constructive dialogue with our stakeholders to understand and respond to issues that are important to our people, customers, investors, suppliers and partners, regulators, landowners and the wider community.

During FY17, we established the AGL Stakeholder Advisory Council. The primary function of the Council is to provide an opportunity for our stakeholders to engage with our senior management on effective strategies to manage our business in a responsible, ethical and sustainable manner.

External members of the Council were selected to provide expertise across the investment, customer, social services, civil society, government and environmental fields.

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