Complaints

Letting us know about your experience with us helps us improve our services.

Here to help, always

You are important to us.

Once in a while things may go wrong. When they do, we are committed to making it right.

AGL offers a simple approach to addressing complaints about our products and/or services. Our customer service representatives will work with you to resolve any issues quickly, fairly and collaboratively. Your privacy is important to us, and all complaints are treated confidentially.

Many complaints are resolved within a few days. More complex matters may take a little longer, however we will keep you updated.

We expect AGL employees to treat our customers with respect throughout the process. We kindly request the same in return in order to reach a fair and reasonable outcome for both parties.

Step 1 - Customer Solutions

If you experience a problem or wish to provide feedback, our Customer Solutions team are your first point of reference who will investigate your concern and work with you to resolve it. This team can be contacted on 131 245 or via our online form. Feedback received about our products and services will be shared with relevant areas.

Step 2 - Complaints

If you remain dissatisfied with the resolution you have received, your matter can be reviewed by our Complaints specialists. This team can be contacted on 1800 775 329 available 8am–6pm AEST (Monday–Friday) or via email at complaints@agl.com.au

You can also view our Dispute Resolution Policy, or for more detailed information about our complaint management process please refer to our Standard Complaints and Dispute Resolution Policy.

Further help

The majority of matters can be resolved through AGL’s internal complaint process. We ask that you first provide us with the opportunity to explore all avenues in resolving your complaint.

However, if you are not satisfied with the handling of your complaint, you may wish to seek further assistance from the Ombudsman.

You can also contact the Ombudsman at any time for free independent advice and information. Find the details for your state's Ombudsman.

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