Our commitment to customers

What you can expect from us as an AGL customer.

Our commitment to customers

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, as well as clear, safe meter access. If we don’t, we’ll pay up to $500 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 or 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 Council

Enabling two-way communication between AGL and representatives for our residential and business customers.

Financial Inclusion Action Plan

Focusing on financial inclusion and resilience amongst our customers, our people and the communities in which we operate.

Our Customer Charter

Our central promises to all our residential and business customers.