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 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.
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.
The AGL 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.
AGL Customer Council
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 small business customers.Back to top >>
We’re taking action to responsibly reduce our greenhouse gas emissions while providing secure and affordable energy to customers. A number of our 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, are 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 Greenhouse Gas Policy, providing a renewed commitment to contribute to Australia’s climate change objectives.
We’re committed to structuring our activities and operating our 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, we committed to modelling our 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.Back to top >>
AGL is one of 19 signatories to the Energy Charter, a whole-of-supply chain initiative which seeks to drive the cultural change necessary to promote the delivery of energy in line with community expectations.
The Energy Charter is a principles-based disclosure regime, and businesses who commit to the Energy Charter agree to publicly disclose how they are delivering against the five Energy Charter Principles:
Principle 1: We will put customers at the centre of our business and the energy system
Principle 2: We will improve energy affordability for customers
Principle 3: We will provide energy, safely, sustainably and reliably
Principle 4: We will improve the customer experience
Principle 5: We will support customers facing vulnerable circumstances.
AGL’s inaugural disclosure was submitted on 30 September.
In independent accountability panel will review disclosures and produce an annual evaluation report, to be published on 29 November.Back to top >>
AGL's Future Forest Initiative allows customers, for just $1 a week (GST incl.), 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 Forest Commitments.Back to top >>
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 >>
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.
AGL’s Board committed to achieving a target that, by 2018, 30% of AGL’s non-executive Directors will be female. That target has been achieved – AGL has 3 female non-executive directors and they represent 37.5% of non-executive directors on the Board.
We’ve set a target to increase the number of women in the Senior Leadership Pipeline to 40% by FY2019 and as at 30 June 2017, women represent 38% of the senior leadership pipeline positions.
AGL’s gender diversity at 30 June 2017 is as follows:
|Female directors on the Board||33%||33%|
|Female employees in Executive Positions1||14%||30%|
|Female employees in Enterprise Leadership Team2||39%||38%|
|Female employees in Senior Leadership Pipeline3||34%||38%|
|Female employees in the AGL Group||30%||31%|
1 An AGL Executive is defined as the CEO and each direct report to the CEO. As at 30 June 2017, there were 10 Executives.
2 The Enterprise Leadership Team includes the Executive Team and generally, each direct report to an Executive Team member.
3 The Senior Leadership Pipeline includes all persons in roles graded Level 12 and above as per AGL’s Position Framework. This represents approximately the top 15% of roles in AGL.
AGL is consistently rated as one of the leading industrial employers for LGBTI+ employees in Australia.
In 2014, we implemented a LGBTI+ inclusion strategy, and in 2015 AGL was rated as one of the best performing first-time entrants to the Australian Workplace Equality Index (which ranks performance of LGBTI+ inclusion of Australian employers).
In September 2015, AGL announced its support for marriage equality in Australia. Our position was strongly endorsed by AGL’s Board, management and LGBTI+ employee inclusion network, ‘AGL Shine’. The outcome of the plebiscite and the passing of Australia’s Same-Sex Marriage Bill into law was celebrated across the company.
In 2018, AGL were proudly awarded Gold Tier Employer status at the Australian LGBTI Inclusion Awards in Sydney. In 2019, more than 100 organisations participated in the Australian Workplace Equality Index (AWEI) and AGL was awarded with Silver Tier Employer status. It was the fourth year that AGL has participated in the AWEI. AGL recognise there is always more we can do, and strive to create a workplace where LGBTI+ employees feel safe, valued and empowered to bring their whole selves to work everyday.Back to top >>
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 >>
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, www.betterhealth.vi.gov.au/health/HealthyLiving/What-is-family & domestic-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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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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