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.
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.
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.
Financial Inclusion Action Plan
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.
Our promises to our customers
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.
And you can be sure these are not just empty promises. We measure our ability to deliver against them and publish the results in our annual Sustainability Report.
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.
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 Forest Commitments.
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. Chaired by our CEO and Managing Director, Andy Vesey, 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.
A summary of the key issues for each of our stakeholder groups from FY17 can be found in our 2017 Sustainability Report.
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.
In 2014 we implemented an LGBTI inclusion strategy. In 2015 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. “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. Our position was strongly endorsed by AGL’s Board, management and LGBTI employee inclusion network, ‘AGL Shine’.
The path to marriage equality was actively supported by AGL, with important milestones including the outcome of the plebiscite and the passing of Australia’s Same-Sex Marriage Bill into law being recognised and celebrated. “We are delighted to stand with the LGBTI community in welcoming Marriage equality into law.” (Managing Director and CEO Andy Vesey, 7 December 2017).
In May 2017, AGL was awarded with Gold Tier Employer status at the Australian LGBTI Inclusion Awards in Sydney. More than 100 organisations participated in this year’s Australian Workplace Equality Index (AWEI). It was the third year that AGL has participated in the AWEI and was preceded by a Silver tier award in 2016 and being recognised as the best performing new entrant in 2015.
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.