Carbon Neutral frequently asked questions

Get the answers to your questions on carbon neutral energy, mobile, internet and solar battery products.

General questions

When you choose a carbon neutral product with AGL, you’re helping to invest in projects that reduce greenhouse gas (GHG) emissions. 

For our carbon neutral certified products, some offset methods include reforestation, land regeneration, or energy efficiency projects that generate eligible carbon offsets.

These projects also provide additional positive environmental and/or social benefits, including providing a protective habitat for animals and native plants, creating employment opportunities for local communities, helping families out financially, reducing pollution or improving health.

We’re excited to support a range of offset projects including the Westmere Regeneration Project in NSW, the Carbon Conscious Project in WA, the BURN Stoves Project in Kenya and the Ceramic Water Purifiers Project in Cambodia.

Any carbon offsets we buy to offset emissions for our carbon neutral certified products meet the integrity requirements under the Climate Active Carbon Neutral Standard, which is backed by the Australian Government.

We employ a rigorous selection process when it comes to the eligible carbon offsets we purchase. The eligible carbon offsets meet the integrity requirements under the Climate Active Carbon Neutral Standard to ensure they represent genuine abatement. There are many different offset methodologies - some examples include reforestation, renewable energy or energy efficiency projects that generate eligible carbon offsets. Many of these projects also provide other positive environmental or social benefits.

We have purchased eligible carbon offset units from accredited projects, including Australian carbon credit units (ACCUs) and Gold Standard Verified Emissions Reductions (GSVERs). You can find more information on how carbon offsetting works for AGL customers here.

As Australia’s largest and oldest integrated electricity generator and retailer, we play a vital role in the wider transition.

AGL’s Climate Statement sets out our commitment to our decarbonisation journey, and commits AGL to action in five areas to further evolve our energy transition plans:

  • Offer customers the option of carbon neutral across our products.
  • Support the evolution of Australia’s voluntary carbon markets.
  • Continue investing in new sources of electricity supply.
  • Responsibly transition our energy portfolio.
  • Be transparent.

We are already on the path to achieving our target of net zero emissions by 2050, and our five commitments will ensure we responsively and responsibly harness the power of our customers, community and technology to get there.

For electricity or gas products you’ll need to opt into Carbon Neutral again at your new property as part of your move process. It’s quick and easy to add Carbon Neutral via account settings in My Account and the AGL app, or over the phone (13 12 45). 

If you're just changing AGL energy plans and not moving home, Carbon Neutral will carry over from your existing plan and you don't need to do anything. 

Other products like mobile or internet that include Carbon Neutral as standard will continue as normal whether you change plans or move home.

Carbon offsets are units or ‘credits’ that represent reductions or removals of greenhouse gas emissions from the atmosphere.

A carbon offset unit may be created by undertaking certain projects, which have the effect of removing greenhouse gas from the environment. Each carbon offset unit represents the removal of one tonne of carbon dioxide equivalent (tCO2-e) from the environment.

Carbon offset units are purchased from domestic and international carbon markets and then retired. It’s important to retire offsets to ensure that the emissions reduction they represent is not double counted. Double counting refers to the same single greenhouse gas emission reduction or removal being counted more than once to show compliance with mitigation targets (possibly across different regulations). 

Refer to our public disclosure statement for more information on the carbon offsets retired. 

Within 10 business days of opting in to Carbon Neutral for gas and electricity products, or automatically on any mobile or internet product.

For electricity and gas you’ll need to contact us to opt out at 131 245. For other products where Carbon Neutral is included it’s included at no extra cost as our way of giving back to you and helping support a more sustainable future.

Although gas and electricity contributions will start within 10 business days of opting in, they might not show on your bill for up to 6 weeks.

Solar batteries questions

Our solar battery and solar battery bundles are now certified carbon neutral by Climate Active. This means that when you buy a solar battery or solar battery bundle from AGL the carbon emissions associated with the supply, install and delivery of your system are offset by buying credits from accredited projects that reduce emissions.

By purchasing this system from AGL you've taken a great step toward reducing greenhouse gas emissions by reducing your reliance on grid electricity to power your home. 

Having a solar battery system that is carbon neutral certified means you are further reducing your carbon footprint by offsetting emissions associated with activities like the supply and install of your solar or solar battery.

Our carbon neutral certification for solar and solar battery systems does not apply to the energy supplied or consumed from the system, or any connection of the system to the distribution network.


Internet and mobile questions

The processes that are offset include every stage associated with the life of a telecommunications product. This includes emissions associated with the materials, manufacturing and packaging of hardware provided; share of network provisioning and running of data centers; associated organization retail and customer service activities; all transportation and product use; and end of life recycling or disposal.

For more information, refer to our public disclosure statement.

Carbon Neutral is included in your plan at no additional cost to you.

Because the cost is not included as part of your plan price, no discount is available. We don’t pass on carbon offsetting costs to AGL Telecommunications and Southern Phone customers. It’s included at no extra cost to you as our way of giving back to you and helping support a more sustainable future.

Different products cause different amounts of emissions. For products with particularly high emissions, like energy products, we have given customers a choice to opt in at an affordable price.

Across all of AGL’s certified carbon neutral products, AGL believes in supporting credible environmental offset projects based in Australia (which often come at a higher cost), in addition to projects based outside Australia, both of which bring positive benefits to communities. Customers who value carbon neutral energy can pay to support projects close to home whereas customers who don’t, get to continue on the plan price they’re on.