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Sustainability

AGL Accessibility

AGL is committed to supporting our customers with disability to ensure they can easily access our products and services regardless of ability.

Illustration depicting people with different accesibility needs around a water cooler

Accessibility for customers

Bill information

We offer several services to help customers with low vision read their bills. These include:

  • enlarged bills in A3 size

  • document transposition into a Word template for machine readable output

  • voice services where we will call you to read out your bill line-by-line.

To request these services get in touch with our team. Bill information that responds to the text-size settings of your phone or computer is also available via My Account or the AGL app.

If you are d/Deaf or find it hard to hear or talk you can contact us via the National Relay Service online or call 1300 555 727.

For more information and easy English guides, see how to read your energy bill.

Website and app accessibility

We aim to make our websites, phone apps and emails compliant with the Web Content Accessibility Guidelines 2.2 Level AA (WCAG).

We consider accessibility when designing and coding our digital channels. We test for keyboard use, magnification, high contrast mode and screen reader compatibility including NVDA, JAWS, Voiceover and Talkback.

Some of our digital channels are not yet fully complaint with WCAG. We are working to fix these issues:

  • Some parts of My Account and our signup forms do not direct screen reader focus.

  • A small number of pages in My Account do not have full keyboard access.

  • Most PDF documents are not fully accessible to screen readers. We aim to publish more information as web pages and Word documents.

  • Some promotional emails are not fully accessible to screen readers.

If you have questions or feedback on website accessibility, please email accessibility@agl.com.au. We welcome all feedback, particularly from our customers with lived experience of disability.

Woman sitting at a table using her laptop in the kitchen.

Accessibility initiatives at AGL

Accessibility Action Plan

Our FY2025-2026 Accessibility Action Plan (AAP) builds on the work that AGL has undertaken over the past few years to improve its disability access and inclusion maturity. The action items contained in the AAP have been carefully developed to drive further meaningful change within our organisation for our employees, customers and the community. The AAP also highlights some of the improvements made in FY23-24 in relation to disability access and inclusion at AGL, with many improvements stemming from the achievement of action items from AGL’s FY23-24 Disability Action Plan.

The AAP is championed by Melinda Hunter (General Counsel & Company Secretary) who is the Executive Sponsor of AGL Ability (AGL’s Disability Employee Network) and is overseen by the AGL Ability Committee.

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Valuable 500

We have committed to The Valuable 500, making us the first Australian energy company to join the global collective.

The Valuable 500 is a global movement putting disability inclusion on the business leadership agenda. The movement is calling on 500 of the most influential business leaders and their organisations to ignite systematic change for the 1.3 billion people living with disabilities around the world. As members, we will join a community of like-minded businesses committed to raising their game on disability.

AGL Ability network

The AGL Ability Network is an internal space for all AGL people to collaborate, support each other and discuss disability inclusion, supported by our AGL Ability Committee. As part of the network, we welcome people of all abilities to be a part of the conversation and get involved in events and news through our internal online channels.