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Your Rights

Complaints Management

As a customer you are important to us. If we don’t meet your expectations, we want to change that. We have a complaints resolution procedure that we follow to bring about a speedy resolution. 

Please follow the steps below to make a complaint or provide feedback on our products and services.

Step 1 | Customer Solutions Team 

If you have an enquiry please call our Customer Solutions team. You can help us by giving us as much information as possible when you raise your concern. 

Phone: 131 245 (Open 24/7)

Step 2 | Complaints Team
If you are dissatisfied with the way our team have handled your enquiry, or if we have failed to meet a commitment we have made to you, you can escalate your issue to our Complaints team.

When contacting us, please let us know if you have raised this issue with us before and what your preferred outcome would be. 
Phone: 1800 775 329 (8am-6pm AEST Monday - Friday)
Write: complaints@agl.com.au

You will find that the majority of matters can be resolved through AGL’s internal complaint process. We ask that you first provide us with the opportunity to exhaust all avenues in resolving your complaint. However, if you’re still not satisfied with the handling of your complaint, you may wish to seek further assistance from the Ombudsman.

You can also contact the Ombudsman at any time for free independent advice and information. See below for details.

Victoria 

Energy and Water Ombudsman Victoria 

Mail: Reply Paid 469, Melbourne VIC 8060
Phone: 1800 500 509 Fax: 1800 500 549 
Email: ewovinfo@ewov.com.au 
Web: www.ewov.com.au

New South Wales

Energy and Water Ombudsman 

NSW Mail: Replied Paid 86550, Sydney South NSW 1234
Phone: 1800 246 545 Fax: 1800 812 291
Email: complaints@ewon.com.au 
Web: www.ewon.com.au 

Queensland 

Energy and Water Ombudsman Queensland 

Mail: PO 3640, South Brisbane BC, QLD 4101 
Phone: 1800 662 837 Fax: (07) 3087 9477
Email: complaints@ewoq.com.au or info@ewoq.com.au 
Web: www.ewoq.com.au 

South Australia 

Energy Industry Ombudsman SA 

Mail: GPO Box 2947, Adelaide SA 5001
Phone: 1800 665 565 Fax: 1800 665 165 
Email: contact@ewosa.com.au 
Web: www.ewosa.com.au 


Western Australia

Energy and Water Ombudsman Western Australia 

Mail: PO Box Z5386 St Georges Terrace Perth WA 6831
Phone: 1800 754 004 Fax: 1800 611 279
Email: energyandwater@ombudsman.wa.gov.au 
Web: www.ombudsman.wa.gov.au

You can also view AGL's Dispute Resolution Policy.

 

Concessions, Rebates and Grants

At AGL, eligible customers can receive various state-funded energy concessions, which AGL administers on behalf of a number of State Governments. The range of energy concessions and eligibility conditions vary from state to state.

Note: Eligibility terms and conditions, and the amounts and applicability of concessions, rebates and grants are subject to change by State Governments from time to time.

Staying Connected: AGL's national hardship program

The Staying Connected program is designed to provide customers experiencing temporary or ongoing financial difficulties with personalised assistance and support to assist them with getting back on track. We tailor assistance to customers' individual needs by establishing personalised payment plans.

Customers experiencing difficulties with paying their bills can contact AGL's Customer Service Representatives on the enquiry number listed on their energy bill. The Customer Service Representative will then discuss the available options with the customer. Customers may also be referred to Staying Connected through their financial counselor.

Product safety

Safety information on our products and services is available from AGL when appliances are purchased. This information provides customers with a clear understanding of any potential hazards or risks when using the appliance and how to avoid those risks.

Privacy

AGL and all its related companies are committed to protecting the privacy of our customers, shareholders and other people who we deal with in our business.

AGL's Privacy Statement outlines how and when personal information is collected, stored and distributed.

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