Our commitments to customers
Here, we'll cover your rights when it comes to issues, complaints, feedback and privacy.
How we manage complaints
If we don’t meet your expectations, we have a complaints resolution procedure you can follow to resolve issues as quickly as possible. For more information, view our Dispute Resolution Policy.
The first step is to contact our Customer Solutions team, available 24/7. Please be ready with as much information about your issue so we can resolve it quickly and easily.
Phone: 1300 681 467
If you remain dissatisfied, or if we failed to meet a commitment we made to you, you can escalate your issue to our Complaints Team.
Phone: 1800 775 329 (8am – 6pm AEST, Monday – Friday)
Please let the Complaints Team know if you have raised this issue previously and what your preferred outcome would be.
Most matters can be solved through our internal complaint process. We ask that you first provide us with the opportunity to explore all avenues in resolving your complaint.
If your issue remains unresolved after contacting our Complaints Team, 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. See below for contact details for your state's energy ombudsman.
Receiving concessions, rebates and grants
Eligible customers can receive various state-funded energy concessions, which we may administer on behalf of state governments. The range of energy concessions and eligibility conditions vary from state to state.
Note that eligibility terms and conditions, and the amounts and applicability of concessions, rebates and grants are subject to change by State Governments.
Applying for our hardship program, ‘Staying Connected’
Staying Connected is designed to provide support to customers with temporary or ongoing financial difficulties. The program offers personalised assistance and support for getting back on track. We tailor this assistance by developing personalised payment plans for customers.
Customers having difficulty paying their bills should contact us. One of our consultants will then discuss the available options. Visit Staying Connected for more information about hardship assistance.
Availability of product safety information
Safety information on our products and services are available from us when you purchase appliances. This information provides you with a clear understanding of any potential hazards or risks when using the appliance and how to avoid those risks.
Protecting your privacy
At AGL and our related companies, we are committed to protecting the privacy of our customers, shareholders and other people who we deal with in our business.
Have more questions about your rights as an AGL customer? Call us on 1300 681 467.
Our Customer Charter
AGL Anytime™ means that you can speak to someone 24 hours a day, 7 days a week. We will answer your calls promptly and we also provide some self-service options by phone and online at agl.com.au. We will respond to written enquiries within 5 business days allowing for delivery and 2-3 days for online enquiries. If you have visual or hearing disabilities, let us know so we can give you assistance with account or billing enquiries. Also tell us if you have any life support or critical power requirements.
We will always try to resolve your enquiry first time. If we can't, we'll contact you to let you know of progress made, or if we require more information. If you are not satisfied with our response, we will escalate your concern in line with our Dispute Resolution Policy. If you are still not satisfied, you have the option to contact your Energy Ombudsman.
Your Energy Plans represents a contract with us. You can choose either a Market Contract or a Standard Retail Contract. A Market Contract offer will specify any special discounts and incentives, as well as outlining prices, fees and charges and may include an Early Termination Fee. Under a Market Contract, you may be offered an Energy Plan with either variable or fixed rates. Variable rates can change at any time during your Energy Plan, with written notice to you. Fixed rates will not change for the duration of your current Energy Plan Period. If you choose a Standard Retail Contract, the terms are subject to regulatory oversight and variations to prices are published on our website and in major newspapers. A 10 Business Day Cooling-off Period applies to both contract types. If you move into a property without contacting a Retailer to set up an account you will be deemed, under regulations, to have a contract with the current Retailer responsible for that property.
As your energy Retailer, we are responsible for arranging the connection of electricity and/or gas to your property, sending you bills and looking after your energy needs. We can also offer you a range of services, including access to tradespeople, energy efficiency advice and solar solutions. An energy Retailer is different to a Distributor. Your Distributor, who is independent of AGL, owns and is responsible for the electricity poles and wires, gas pipes and meters in your area. They’re also responsible for distributing the energy to your property. Because of this, your Distributor will remain the same regardless of which Retailer you sign up with. Distributors are also responsible for performing many of the services you can request through your Retailer, including reading your meter, installing a new meter and restoring network faults. Click here to check who your Distributors are. This information is also listed on your bill.
When you sign up for a new account with AGL at your current property, we need to read your meter to establish your new AGL account. If there is no clear and safe access to the meter, let us know so that we can make alternative arrangements to obtain the meter reading.
Where you need a new electricity or gas meter to be installed, we will work with your Distributors to determine the availability of supply. On average, new connections take 15 business days subject to access and availability of supply.
If you’re a residential or small business customer, we will send you a bill at least every 3 months (2 months for Victorian gas customers). Alternatively, we can agree to a different billing frequency with you, such as monthly billing.
Your bill will show how much energy you’ve used based on an actual meter reading whenever possible. When we cannot obtain an actual meter read, your bill will be based on an estimate of your energy usage. If there is no clear and safe access to the meter, let us know so that we can look at alternative arrangements for your meter readings.
If your bill is higher or lower than expected, call us and we’ll explore why. If we need to investigate further, we’ll do so as quickly as possible. All fees will be clearly set out in your Energy Plan and clearly displayed on your bill. We’ll let you know of any changes to these. In the unlikely event that you are overcharged, we’ll let you know and make sure you are reimbursed. If we’ve undercharged you, subject to regulatory limitations, we may recover that amount from you with a reasonable payment plan that we will agree with you.
We offer a range of convenient bill payment methods including Direct Debit, BPAY and Paypal. All options are listed on the back of your bill. If you’re a residential or small business customer, you also have the option of Bill Smoothing to help spread the cost of your energy bills across equal installments.
We offer flexible payment options and energy efficiency advice to help you get back on track. If you are a residential customer experiencing ongoing financial difficulties, Staying Connected, our Hardship Program, can also support you.
If you don’t pay your bill by the due date and haven’t made alternative arrangements with us, we may, as a last resort, disconnect your energy supply. We will contact you beforehand, but request you please contact us if at any time you are unable to make payment.
Under certain circumstances, AGL reserves the right to disconnect your supply. These include if you don’t allow us access to your meter or supply address (and we have made all required efforts to contact you); if you have sourced energy illegally; if you are in breach of your energy contract or any relevant regulations; or if you do not provide the acceptable identification required by your contract.
If you are a residential or small business customer and you have been disconnected, we will lodge a request for reconnection of your energy supply within 24 hours of your request once you have fixed the problems leading to your disconnection and have paid (or made arrangements to pay) any outstanding amounts.
If you have any queries regarding your energy use, please do not hesitate to contact us.
We understand that moving can be stressful and there’s always so much to do. With AGL’s Move-in Guarantee, you can enjoy peace of mind knowing the power will be on at your new home the day you move in. Simply visit agl.com.au/move or call us on 131 245 any time, at least one business day before your scheduled move date to arrange connection. If you are in a regional area, please contact us at least 10 days before your move. We’ll also need you to arrange safe and clear access to the electricity meter to complete the connection. We’ll keep you up to date on this process via SMS updates, and arrange for a final meter read and a bill for your former property to be sent to you. Eligibility criteria applies to the Move-in Guarantee, including the notice periods listed above and safe access to your electricity meter. Customer credits for late connection are available. Visit our website or call us for more details.
In most instances gas supply will not be disconnected, but please call us one business day in advance to arrange a final reading at your old property and provide us with your new address.
We can offer a number of ways to help you manage your energy, including energy audits and energy efficiency tips. Call us or visit energy efficiency tips to find out more.
Make sure that you use energy in a safe and legal manner. Do not tamper with or bypass the meter. Keep vegetation clear from power lines and ensure clear access to your meter. If you suspect a fault, call the faults number provided on your bill.
Let us know at least three business days before you move and we can arrange a final meter read and a bill for the property you are moving from, and supply of energy to your new property. If you are in a regional area, we may require a longer lead time so please contact us at least 10 days prior to your move if you are unsure of the time required.
When you switch to AGL at your existing property, we need an actual reading of the meter to establish your new AGL account. If there is no clear and safe access to the meter, let us know so that we can look at alternative arrangements to obtain this meter reading.