You are at the heart of everything we do because we know we’re an essential service provider. So that’s why we’ve created innovative community support projects like our Affordability Initiative and the AGL Energy for Life program.
As a valued customer of AGL, there is a level of service that you can expect from us:
We'll do what we say
- You can rely on us to have the power on the day you move in with one business day’s notice, and clear, safe meter access, and if we don’t we’ll pay up to $250 per day in related expenses.
- When you have a problem we will work hard to resolve it as soon as possible
We'll be there to help when you need us
- You can reach us 24/7 and we’ll be ready to take your calls and online enquiries.
- We’ll provide you with useful information to help you manage or reduce your energy costs.
- We understand that sometimes life can throw challenges your way. We will provide extra support when you need it.
- You may be able to access payment plans and support through our Staying Connected and Payment Support Victoria programs.
We'll treat you like a person
- We will help you understand what we say by using simple language and making information accessible.
- We will listen to your individual circumstances and preferences and treat you with respect.
- We will keep the lights on – we won’t disconnect you if you are on our Staying Connected or Payment Support Victoria programs and meeting your obligations under that program.
Our Customer Charter is 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.
We have four central promises that we make to all our residential and business customers. We will:
- Deliver quality service
- Provide value for money
- Understand your needs and meet them
- Answer your questions when you have them.
The AGL Customer Council was formed in June 1998. The Council meets on a quarterly basis to discuss a wide range of matters that affect our customers and the communities in which we operate. The continuing aim of the Council is to enable two-way communication between AGL and representatives for our residential and business customers, including older Australians and people from culturally and linguistically diverse communities.Back to top >>
In 2015, AGL committed via its Greenhouse Gas Policy not to extend the life of its coal-fired power plants. Now, as we work towards the full closure of these plants at the end of their operational life and the Australian economy transitions toward full decarbonisation by 2050, we are expanding our commitments in pursuit of the 2050 net emissions zero target.
Progressing with this vision, our five environment and climate related commitments are to:
- Offer customers the option of carbon neutral prices across all our products. Our customers’ demand for carbon neutral products is a significant force for accelerating the decarbonisation of the energy system. We will seek to match this with viable carbon-neutral supply options for households, business and wholesale customers.
- Support the evolution of Australia’s voluntary carbon markets. We will seek to supply tradeable products to underpin delivery of the carbon neutral services our customers require. This will include investments in carbon reduction in our own operations, complemented with enhanced trading capability.
- Continue investing in new sources of electricity supply. Both through direct investment and offtake agreements, we will use our balance sheet to support the development of the new renewable energy sources and flexible generation capacity the market needs to support greater penetration of intermittent renewable energy.
- Responsibly transition our energy portfolio. While transitioning our energy portfolio, we will continue to run our coal-fired power stations responsibly and safely to supply affordable and reliable electricity, and we will continue supplying gas to our customers. We will support our people and local communities through change and remain flexible to how customers, community and technology shape the pace of the energy transition.
- Be transparent. We will engage openly with stakeholders and be transparent in disclosing our carbon emissions, risks and mitigation activities as we deliver upon the transition. Using scenario analysis, we will regularly update our forecasts for the pace and impacts on our business of this transition.
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Target Zero is our strategic framework for providing a safe workplace and protecting the environment. It's supported by three pillars – Visible Leadership, Fundamental Risk Management, and Simple Systems – that guide us as we strive for zero harm to people and the environment.
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As an essential service provider, we have a responsibility to ensure we provide appropriate support to vulnerable members of the community. Life changes, the unexpected can happen and energy costs can be the cause of stress in the household budget.
So in December 2014, AGL launched its Affordability Initiatives after consultation with community and consumer group leaders. Our key commitments are to:
- Improve the way we work with our customers
- Invest $6.5 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 are 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.
In addition to our affordability initiatives, the Farmers Assist program will provide a $2 million package that covers debt relief, power purchase agreements and subsidised solar energy systems to eligible farmers in Queensland, New South Wales, Victoria, South Australia and Western Australia.
We’re here to support you
If there’s an immediate threat to your safety, call emergency 000.
What is Family and Domestic Violence?
Family and domestic violence takes different forms and may be known as different things such as, relationship violence or intimate partner violence.
It’s a pattern of abusive behaviour where a person seeks to control and dominate another person1. It is not limited to physical abuse, and other forms of family and domestic violence can include2:
- Economic abuse – when one partner has control over the other’s access to economic resources, it diminishes that person’s capacity to support themselves, and they become financially dependent on the perpetrator. For example: the perpetrator prevents you from accessing funds, decides when or how you can access or use cash, forces you to put bills in your name, or puts bills under their name and without taking financial responsibility for them.
- Emotional or psychological abuse,
- Sexual abuse,
- Threatening or coercive behaviour, and/or
- Any other way that seeks to control or dominates a person and cause them to fear for their safety or wellbeing, or that of someone else.
Family and domestic violence can happen to anyone, in any postcode, in any community. It can be used by a perpetrator to undermine a person’s rights, inhibit their options, undermine their safety, mental and physical health, and limit opportunities for learning and participation, access to material basics and economic wellbeing, relationships and connection.
How can we help
We’re committed to supporting all employees and customers who are experiencing or impacted by family and domestic violence. We’ll provide a supportive and confidential environment where you can feel comfortable informing us of your situation and seeking the support you need.
AGL’s Family and Domestic Violence Policy can be found here.
We recognise everyone’s circumstances are different and you may require support for various services at different times. Listed below are some immediate and national support services to assist you. A more in-depth list including culturally relevant and state specific services can be found in the AGL Family and Domestic Violence Policy.
|Emergency Response (24 hours)||000|
National 1800 RESPECT Line
National counselling and support service for
people impacted by family and domestic violence,
sexual assault and abuse
1800 737 732
1 Vic.gov.au. (2012). What is family & domestic violence, Better Health, viewed 13 November 2019, https://www.betterhealth.vic.gov.au/healthyliving/family-violence
2 Family & domestic Violence Resource Centre Victoria. (2013). What is family & domestic violence? Viewed 13 November 2019: https://www.dvrcv.org.au/about-us/relationship-violence
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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.
- Read AGL’s 2020 public report to the Workplace Gender Equality.
- Read AGL's Disability Action Plan FY21-22.
AGL is recognised as a leading employer for LGBTQ+ people within Australia.
We believe that all individuals – our customers, people and communities – have the right to feel comfortable to be themselves. That’s why we have policies and programs in place to support our LGBTQ+ people, including those who are non-binary, trans, and gender diverse.
In 2014, AGL implemented a LGBTQ+ Inclusion Strategy, and in 2015 we were rated as one of the best performing first-time entrants to the Australian Workplace Equality Index (AWEI).
Our employee-driven LGBTQ+ network, AGL Shine, was created in 2014. The network focuses on providing a safe and inclusive environment for all our employees – while also advocating internally and externally for gender inclusion beyond the heteronormative binary.
In September 2015, AGL announced our support for marriage equality in Australia. Our position was strongly endorsed by the AGL Board, our senior management, and AGL Shine members. The outcome of the plebiscite and the passing of Australia’s Same-Sex Marriage Bill into law was celebrated right across the company.
In 2020, we were proud to be awarded Gold Employer status for LGBTQ+ inclusion at the AWEI Awards. This is the third year we have been awarded Gold Employer status, and the fifth year that we have participated in the AWEI.
We recognise there is always more we can do. That’s why we continue to enhance our LGBTQ+ inclusion policies, as well as our broader Diversity and Inclusion Strategy, to build a safe and more inclusive workplace for all our people.Back to top >>
Energy is fundamental to the everyday lives of Australians and as an essential service provider, we understand the importance of the role we play in providing secure and affordable energy to households and businesses.
Our Financial Inclusion Action Plan brings together all the work we have already been doing with a new focus on financial inclusion and resilience amongst our customers, our people and the communities in which we operate. AGL recognises that social and economically inclusive societies are happier, healthier and more productive.
We believe in upholding the highest standards of ethical conduct and transparency.
In accordance with our 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, we disclosed political donations in our annual Sustainability Report and to the Australian Electoral Commission and relevant state authorities.Back to top >>
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.Back to top >>
AGL is committed to meeting all tax compliance obligations, and to providing our stakeholders with information about the taxes we pay and the taxation policies we employ, as such, we have adopted the Board of Taxation’s voluntary Tax Transparency Code (TTC).
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Our Modern Slavery Statement describes the risks of modern slavery practices inherent in our operations and supply chains, and the steps that are being taken to combat these risks. It also confirms our commitment to continuously review and improve the effectiveness of our modern slavery risk management.
Read our Modern Slavery Statement.
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