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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. 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.

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.

Telecommunications Consumer Protections Code

At AGL, we’re committed to providing the consumer protections set out in the Telecommunications Consumer Protection Code. The code contains a set of rules designed to protect the rights of consumers.

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.

Complaints

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.

Staying Connected - Financial hardship program

Staying Connected is our program that provides personalised help and support to our energy customers experiencing temporary or ongoing financial hardship. If you’re having difficulties paying your bills, get in contact with our team or go to our Staying Connected page for more information.

Australian Capital Territory (ACT) - Service levels

For customers based in the ACT, we're required to meet guaranteed service levels in certain situations.