At AGL we are very aware of our responsibility to the community and the environment as well as our customers and shareholders.
Our Promises to our Customers
The AGL Customer Charter outlines what you can expect as our customer. It is also a benchmark against which we measure our service to you. Our mutual rights and obligations are covered by your General Terms as well as specific regulations and codes.
At AGL we have four central promises that we make to all our residential and business customers:
- We will deliver quality service
- We will provide value for money
- We will understand your needs and meet them
- We will be there with the answers when you need them.
And you can be sure these are not just empty promises. We will measure our ability to deliver against them and publish the results in our annual Sustainability Report as well as here on the AGL website.
View the AGL Dispute Resolution Policy.
Our Commitment to the Environment
AGL is taking action to responsibly reduce its greenhouse gas emissions while providing secure and affordable energy to its customers. A number of AGL’s operations have a material environmental footprint and have the potential to interact with, and impact, various aspects of the environment. The community has a keen interest in ensuring that AGL, along with other businesses operating in the community, is held to high standards of accountability for the impact of business operations on the environment.
AGL is committed to achieving excellence in environmental management and performance.
AGL has a culture where environmental principles are front of mind and part of everyday business; and which promotes excellent environmental performance, continuous improvement and the ongoing reduction of environmental risks. In April 2015, AGL released a new Greenhouse Gas Policy, providing a renewed commitment to contribute to Australia’s climate change objectives.
AGL is committed to structuring its activities and operating its generation portfolio to be consistent with a global agreement to limit global warming to less than 2°C above pre-industrial levels (2°C goal). In order to achieve this, AGL is committed to modelling its own progress towards an emissions reduction pathway that is consistent with this outcome. The Greenhouse Gas Policy acknowledges that we are moving to a carbon constrained future both nationally and internationally, provides a framework within which we will structure future carbon reduction activities, and presents a pathway for the gradual decarbonisation of our generation portfolio by 2050.
AGL's Future Forest Initiative
AGL's Future Forest Initiative allows customers, for just a $1 a week, the opportunity to offset the carbon emissions associated with their household's electricity through diverse native Australian forestry. The proceeds from the offsets will go to supporting the planting of native Australian trees.
For more information, read about AGL's Future Forrest Commitments.
An overview of our environmental policies is available in our Sustainability Report. AGL Green Choice allows businesses to take positive action to reduce the impact of their energy usage on the environment.
Our Commitment to the Community
AGL is committed to working with the community in a number of ways. We believe our success is shaped and measured not only by the financial outcomes of what we do, but by the social and environmental impact our decisions and actions have on the wider community.
AGL has clear goals to understand and ease community concerns, identify and manage project risks, and find opportunities for community involvement in its projects. Most importantly, AGL is working on building trust within local communities so that they can identify the value that AGL brings, and understand the benefits and risks from AGL’s activities.
Our Affordability Initiative
We acknowledge that as an essential service provider, AGL has a responsibility to ensure it provides appropriate support to vulnerable members of the community. Life changes, the unexpected can happen and energy costs can cause stress in the household budget.
Consequently, in December 2014, AGL launched its Affordability Initiative after consultation with community and consumer group leaders. Our key commitments are:
- Improve the way we work with our customers
- Invest $6 million over three years to support hardship customers
- Target early intervention to support vulnerable customers
- Support policies which enhance competition of offers
- Improve comparability and transparency
- Deliver clear customer choice
- Offer direct contact for financial counsellors and community workers
- Provide easy to find assistance.
Our commitments to provide meaningful support to our customers is being made to, and following consultation with: Brotherhood of St Laurence, Financial Counselling Australia, NSW Public Interest Advocacy Centre, Queensland Council of Social Service, St Vincent de Paul Society, Kildonan Uniting Care and South Australian Council of Social Service.
Our Commitment to Diversity and Inclusion
At AGL we’re committed to building a diverse workforce and an inclusive workplace culture. We recognise that by valuing diversity and inclusion we’ll have a better understanding of, and engagement with, the customers we serve, our employees, and the communities in which we operate. AGL’s Diversity & Inclusion Council oversees a comprehensive strategy to build inclusion and foster diversity in all its forms across AGL workplaces.
In 2013 AGL publicly committed to review its employment policies for LGBTI employees and subsequently implemented an LGBTI inclusion strategy in 2014. AGL was recognised for supporting its LGBTI employees in May 2015, when AGL was rated as one of the best performing first-time entrants to the Australian Workplace Equality Index, which is published annually by Pride in Diversity.
In September 2015, AGL’s Managing Director and CEO announced AGL’s support for marriage equality in Australia and stated “Given that approximately seven percent of our employees across our regional and metropolitan sites identify as LGBTI, our support for marriage equality helps foster an inclusive and open workplace which will drive higher levels of employee wellbeing and productivity,” said Mr Vesey. AGL’s position was strongly endorsed by AGL’s Board, management and LGBTI employee inclusion network, ‘AGL Shine’.
Our Commitment to Ethical Conduct in Political Engagement
At AGL we have always been committed to upholding the highest standards of ethical conduct and transparency in relation to our political engagement.
While political donations from companies like AGL are not prohibited under legislation, we acknowledge the community perception that political donations may constitute undue influence from business on government. The trust of our customers, investors and stakeholders is vital to AGL.
In accordance with AGL’s Political Donations Policy, which was approved by the AGL Board in August 2015:
- AGL will not make political donations.
- AGL will not use undisclosed proxies or third parties as intermediaries for the purposes of making political donations.
Prior to this Policy, AGL disclosed political donations in its annual Sustainability Report and to the Australian Electoral Commission and relevant state authorities. Our FY2014 Sustainability Report included a complete list of all political donations, including those that were below disclosure thresholds.
Political donations that AGL made in FY2015 were also proactively disclosed on our website.