Your customer rights

Have questions about your rights as an energy customer? You'll find your answers here.

Our Customer Charter and our commitments to you

Understand your rights when it comes to issues, complaints, feedback and privacy.

Customer Charter

You can view full details of our Customer Charter in your contract booklet.


Self service meter read

Submitting your own meter read allows you to avoid estimated bills. Customers who have a basic meter can provide their own meter read, then request an adjustment to an estimated bill.

More information is available on our self service meter read page.

If you’ve submitted a meter read that’s been rejected, you can request a review of our decision. More information on raising a concern or lodging a dispute can be found on our complaints page.


Receiving energy concessions, rebates and grants

Eligible customers can receive a variety of government-funded energy concessions that we may be able to administer on behalf of the state government.

Note: The terms and conditions, the amounts and applicability of concessions, rebates and grants are subject to change by state governments and can vary from state to state.


Applying for our Staying Connected hardship program

Staying Connected is our program to provide support to our energy customers experiencing temporary or ongoing financial difficulties. Through the program, we offer personalised assistance to help you get back on track. We tailor this help to you by developing personalised payment plans and other support.

If you’re having difficulty paying your energy bills, get in touch with our team and one of our consultants will discuss the available options.


Protecting your privacy

At AGL, we’re committed to protecting the privacy of our customers, shareholders and other people who we deal with in our business.

Our energy privacy policy outlines how and when personal information is collected, stored and distributed.


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 outline of any potential hazards or risks when using the appliance and how to avoid those risks.



If you’re not happy with our service or products, we want to hear about it. Learn about our dispute resolution process on our complaints page for more information.