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Changes to our Terms and Conditions and our Privacy Policy

Effective: 9 November 2023

The summaries below are not exhaustive; only key changes are included. The summaries are also merely indicative. Please refer to the terms themselves for the legally binding wording in context.

Full versions of the above new terms and conditions, which now apply to new customers, are available at agl.com.au/terms-conditions. These new versions will apply to existing customers 20 Business Days after such customers are notified by AGL.

Please see the bottom of this page for details of key recent amendments to our Privacy Policy, effective 15 November 2023.

1.      Market Contract - General Terms (NSW, Victoria, SA and Qld) (PDF)

  • We added that if AGL considers, acting reasonably, that you have been fraudulent or acted unlawfully in connection with the Market Contract, an Energy account or the Supply of Energy, AGL may end the Market Contract with immediate effect (or where appropriate, with reasonable notice), close your AGL account/s, and/or cancel any service request you have made in connection with the Supply of Energy. You will also not be eligible for benefits under the relevant Energy Plan.
  • We clarified that where AGL proposes to conduct New Meter Deployments, we will provide you with two notices in advance. You will also have the right to opt out of having your existing Meter replaced during the New Meter Deployment.
  • We clarified that when you move out of your Supply Address, your Market Contract will end on the later of: (i) the date agreed with AGL at least 3 business days prior, and (ii) the date AGL obtains a Meter Reading, or if this is not possible the date you provide a Meter Reading in the format required by AGL.
  • We clarified that AGL may vary the Market Contract to add an Ancillary Product that is favourable to you, by providing you with at least five business days’ notice. You may opt out at any time by notifying AGL.
  • We clarified that where AGL notifies you of an alteration of your Usual Billing Period, you may opt out by notifying AGL within five business days.
  • We clarified that where we supply you with goods and services other than energy, we will apportion your bill payments by first applying your payments to the energy charges and then to the charges for the other goods and services (starting with the oldest debt first).
  • We clarified that if you breach the Energy Plan or any Regulatory Requirements, your liability to pay AGL costs incurred as a result would be limited to reasonable costs and, to the extent practicable, AGL will use reasonable endeavours to mitigate costs incurred.

 

2.      Market Contract - General Terms (WA) (PDF)

  • We added that if AGL forms the view, acting reasonably, that you have been fraudulent or acted unlawfully in connection with the Market Contract, an Energy account or the Supply of Energy, AGL may end the Market Contract with immediate effect (or where appropriate, with reasonable notice), close your AGL account/s, and/or cancel any service request made by you in connection with the Supply of Energy. You will also not be eligible for benefits under the relevant Energy Plan.
  • We clarified that where AGL notifies you of an alteration of your Usual Billing Period, you may opt out by notifying AGL within five business days.
  • We specified more precisely the information that is presented on each of your bills.
  • We clarified that where we supply you with goods and services other than energy, we will apportion your bill payments by first applying your payments to the energy charges and then to the charges for the other goods and services (starting with the oldest debt first).
  • We clarified that in the event you provide us with a security deposit and it is subject to a genuine dispute, we will not use it to offset any amount you owe under the contract.

 

3.      Standard Form Contract (WA) (PDF)

  • We clarified the name of the fee that may be charged in the certain circumstances, and where the amount of the fee is published on our website.
  • We specified more precisely the information that is presented on each of your bills.
  • We clarified that where we supply you with goods and services in addition to gas, we will apportion your bill payments by first applying your payments to the gas charges and then to the charges for the other goods and services (starting with the oldest debt first).
  • We removed the reference to potential interest charges on any undercharged amount.
  • We clarified that in the event you provide us with a security deposit and it is subject to a genuine dispute, we will not use it to offset any amount you owe under the contract.
  • We clarified that there is no additional charge for us to provide you with copies of specified information that you might request from us.

 

4.      Hot Water Contract (Victoria)

  • We clarified that where you vacate your supply address and we obtain a final meter reading after the date we agreed that the contract would terminate, you will be charged only for your consumption up to the agreed date.
  • We clarified the applicable fees and charges, removing those that do not apply and providing information about where to find details of those that are relevant.
  • We clarified that we will provide you with at least 5 business days’ prior written notice before varying your charges.
  • We clarified that AGL will provide you with prior notice before referring any overdue bill for debt collection.
  • We clarified that AGL will not request a security deposit from you.
  • We clarified that we will give you at least 5 business days’ notice prior to disconnecting your supply address, except in case of an emergency where notice is not possible.

 

5.      Solar Feed-In Terms (Victoria)

  • We clarified that we will provide you with prior written notice in the event that we terminate the Feed-in Contract based on you ceasing to satisfy the eligibility requirements (or us reasonably believing that you are not eligible).
  • We clarified that we will provide you with written notice in the event that we suspend the Feed-in Contract for a period we consider to be reasonably appropriate.

 

6.      Solar Feed-In Terms (NSW, SA and Qld)

  • We clarified that we will provide you with prior written notice in the event that we terminate the Feed-in Contract based on you ceasing to satisfy the eligibility requirements (or us reasonably believing that you are not eligible).
  • We clarified that we will provide you with written notice in the event that we suspend the Feed-in Contract for a period we consider to be reasonably appropriate.
  • We added that AGL will give you written notice of any variation to the AGL Feed-in Tariff at least five business days before the change.

 

7.      Carbon Neutral Terms and Conditions

  • We consolidated into a single set of Carbon Neutral Terms and Conditions, covering all customers, the prior standalone Carbon Neutral Terms and Conditions for each of residential, small business, gas, electricity and WA customers.
  • We added that we will provide you with at least 5 business days’ prior notice of any change in the Carbon Neutral charge.
  • We clarified that should you wish to cancel Carbon Neutral in response to us varying the Terms and Conditions, you may do so by informing AGL within 20 business days and the variation will be of no effect.
  • We added a definition of an Unreasonably Excessive Amount of Electricity or Gas, to clarify the circumstances in which we could terminate the Terms and Conditions.
  • We clarified the circumstances when we could temporarily suspend the provision of Carbon Neutral by reasonable prior written notice to you and capped the duration of any such suspension at one month.

 

8.      AGL Rewards Membership Terms and Conditions

  • We clarified that AGL may cancel access to AGL Rewards where AGL reasonably suspects non-compliance with certain conditions of AGL Rewards or fraudulent activity.
  • We added that AGL will provide reasonable prior written notice of any material amendment or termination of AGL Rewards. 
  • We provided greater clarity about how AGL may cease to promote any Reward offer or vary its terms.

 

9.      Online Services Terms and Conditions

  • We removed your liability and obligation to indemnify us against losses in connection with a breach of the Terms and Conditions (Agreement).
  • We made the notice requirements more favourable to you, in relation to any variation of the Agreement by AGL.  We also clarified that if you do not agree with any variation, you may terminate the Agreement.
  • We added that you may cancel the Agreement at any time by providing us with 3 days' notice and discontinuing your use of the Online Services.

 

10.   SMS Pay Terms and Conditions

  • We clarified that AGL will not charge a dishonour fee if there are insufficient funds in your account to allow a payment to be processed.
  • We specified the circumstances in which AGL may charge a late payment fee in some states.
  • We clarified when and how AGL may cancel or suspend your Direct Debit Arrangement if one of your payments is declined. 
  • We clarified the process by which AGL may give you written notice of any change to the Terms and Conditions, and that you may cancel your Direct Debit Arrangement if you wish to do so.
  • We increased to at least 20 business days, the prior notice that we will typically provide to you if we withdraw this payment product or cancel any pending payments.
  • We added that if AGL reasonably suspects your Direct Debit Arrangement is being used fraudulently, AGL may immediately cancel the arrangement and decide not to set up any future such arrangement with you.

 

11.   Stored Payment Methods Terms and Conditions

  • We added that if AGL reasonably suspects fraud, AGL may refuse or refund any payment.
  • We clarified the process by which AGL may give you written notice of any change to the Terms and Conditions, and that you may change your stored payment methods or cancel your payment arrangement if you wish to do so.

 

12.   Direct Debit Terms and Conditions

  • We emphasised that any outstanding overdue amount owed on your AGL account will be deducted when your Direct Debit arrangement commences.
  • We clarified that AGL will not charge a dishonour fee if there are insufficient funds in your account to allow a payment to be processed.
  • We specified the circumstances in which AGL may charge a late payment fee in some states.
  • We clarified when and how AGL may terminate your Direct Debit arrangement if one of your payments is declined.
  • We clarified the process by which AGL may give you written notice of any change to the Terms and Conditions, and that you may cancel your Direct Debit arrangement if you wish to do so.
  • We increased to at least 20 business days, the prior notice that we will typically provide to you if we withdraw this payment product or cancel any pending payments.
  • We added that if AGL reasonably suspects your Direct Debit Arrangement is being used fraudulently, AGL may immediately cancel the arrangement and decide not to set up any future such arrangement with you.

 

13.   Bank Account Pay Terms and Conditions

  • We clarified that AGL will not charge a dishonour fee if there are insufficient funds in your account to allow a payment to be processed.
  • We specified the circumstances in which AGL may charge a late payment fee in some states.
  • We clarified when and how AGL may cancel or suspend your Direct Debit arrangement if one of your payments is declined.
  • We clarified the process by which AGL may give you written notice of any change to the Terms and Conditions, and that you may cancel your Direct Debit arrangement if you wish to do so.
  • We increased to at least 20 business days, the prior notice that we will typically provide to you if we withdraw this payment product or cancel any pending payments.
  • We added that if AGL reasonably suspects your Direct Debit Arrangement is being used fraudulently, AGL may immediately cancel the arrangement and decide not to set up any future such arrangement with you.

 

14.   Bill Smoothing Terms and Conditions

  • We clarified the process by which AGL may give you written notice of any change to the Terms and Conditions, or any adjustment to your Bill Smoothing payment amount following a review.
  • We clarified the process by which we may cancel your Bill Smoothing arrangement if you do not make your Bill Smoothing payments on time, including that we will send you a reminder notice stating that continued failure to make an overdue payment will result in cancellation and the total unpaid amount due on your account becoming payable.
  • We clarified the process if your Bill Smoothing arrangement is cancelled. This includes that:

You may contact AGL to request another payment arrangement or other assistance if you require this.

If your account is in credit, we will inform you and you may request that the credit amount be refunded to you by AGL. If you do not make such a request, the credit will remain available on your account to pay future bills.

 

15.   AGL Payment Arrangement Terms and Conditions

  • We updated the provision regarding what happens when your AGL Payment Arrangement (APA) ends, to state that AGL will offer you a Bill Smoothing arrangement for a 12-month term.
  • We clarified the process by which we may cancel your APA if you do not make your APA payments on time, including that we will send you a reminder notice stating that continued failure to make an overdue payment will result in cancellation and the total outstanding balance becoming payable.
  • We clarified the process if your APA is cancelled. This includes that you may contact AGL to request another payment arrangement or other assistance if you require this.

 

16.   Instalment Plan Terms and Conditions (residential customers)

  • We clarified the process by which we may cancel your instalment plan if you do not make your instalment plan payments on time. This includes that if your instalment plan duration is longer than a week and comprises more than one instalment, then before cancelling we will provide you a reminder stating that continued failure to pay an overdue instalment will result in cancellation and the total outstanding balance becoming payable. You may contact AGL to make a payment arrangement or request assistance if you require this.

 

17.   Instalment Plan Terms and Conditions (small business customers)

  • We clarified the process by which we may cancel your instalment plan if you do not make your instalment plan payments on time. This includes that if your instalment plan duration is longer than a week and comprises more than one instalment, then before cancelling we will provide you a reminder stating that continued failure to pay an overdue instalment will result in cancellation and the total outstanding balance becoming payable. You may contact AGL to make a payment arrangement or request assistance if you require this.

 

18.   Staying Connected Terms and Conditions

  • We clarified the process by which we may cancel your Payment Plan if you do not make your payments on time, including that we will send you a reminder notice stating that continued failure to make an overdue payment may result in cancellation and the total outstanding balance becoming payable.
  • We clarified the process if your Payment Plan is cancelled. This includes that you may contact AGL to request another payment arrangement or other assistance if you require this.
  • We clarified the process by which AGL may give you written notice of any change to the Terms and Conditions.

Amendments to our Privacy Policy

Effective 15 November 2023

  • We updated our Privacy Policy to include information on how we will handle your personal information if you are a representative of an AGL electricity customer under the Consumer Data Right (CDR) regime. This includes using your personal information to manage delivery of the CDR service to the consumer and to share the consumer’s data with accredited third parties.