Information to help you understand our complaints process and make a complaint if you need to.

Here to help, always

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

We offer a simple approach to addressing complaints about our products or services. We'll 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'll keep you updated.

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

If you experience a problem or wish to provide feedback, we'll investigate your concern and work with you to resolve it.

If you'd like to know more about our customer charter and commitments to you as an AGL Energy residential or small business customer, visit Your rights.

If you have a problem or wish to provide feedback, call us on 131 245 or submit our online Feedback form.

Feedback received about our products and services will be shared with relevant people at AGL.

If you remain dissatisfied with the resolution you've received, your matter can be reviewed by our Complaints specialists by calling 1800 775 329 8 am–6 pm AEST, (Monday–Friday) or via email at

Information to help you

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

However, if you're 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 (PDF)

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For interpreter services and services for hearing and impaired and overseas customers, visit Contact Us. Please note overseas customers are only able to message us or use chat for assistance.