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Changes to our Policies, Terms and Conditions

Effective: 15 December 2025

We’ve made changes to some of our policies, terms and conditions. The key changes are summarised below.

Privacy Policy

From 10 December 2025, we’ve made changes to our Privacy Policy, including the following:

  • updates to reflect changes to AGL business practices involving the collection and handling of personal information;
  • new information on how AGL uses Artificial Intelligence (AI), cookies and other tracking technologies; and
  • more detail on how AGL collects personal information from third parties.

Please read the updated Privacy Policy

 

Online Services Terms and Conditions

We’ve made changes to our Online Services Terms and Conditions, including:

  • updates to reflect changes to the AGL customer webchat tool, AGL Assistant, which now incorporates Generative AI; and
  • changes to the privacy terms and conditions, including in relation to the use of cookies and other tracking technologies.

 

Standard Complaints and Dispute Resolution Policy and Procedures

We’ve updated our Standard Complaints and Dispute Resolution Policy and Procedures, including to rename the document and update how you can contact us about a complaint.

The updated Standard Complaints and Dispute Resolution Policy and Procedures is now available at agl.com.au/disputeresolution. A copy is no longer included within each general terms booklet.

 

 

Market Retail Contract General Terms

With effect from 20 business days after any existing AGL energy customer on a Market Retail Contract (MRC) receives notification:

1) Our MRC General Terms (East Coast) will change as follows:

  • clauses 2.3(e) and 6.5(c) will be updated to reflect regulatory changes in relation to the deployment of ‘smart’ digital meters;
  • clauses 16.1-16.2 on the collection, use and disclosure of Personal Information and Access to Information, will be updated;
  • clause 17.3 will be updated to clarify that our Standard Complaints and Dispute Resolution Policy and Procedures document is available via a URL (as explained above), and to provide our contact information for any complaint; and
  • minor administrative and clarificatory changes.

2) Our MRC General Terms (WA) will change as follows:

  • clause 8.16 in relation to Direct Debit and Bill Smoothing will be re-inserted;
  • the fair contracting promise in clause 14 will be amended to remove the previous part (a);
  • clauses 17.1-17.2 on the collection, use and disclosure of Personal Information and Access to Information, will be updated; and
  • minor administrative and clarificatory changes.

Please read the updated Market Retail Contract Terms

If you do not agree with these amendments, you may end your Market Retail Contract with no exit fees. Contact us and we'll be happy to chat about your options, including the availability of a regulated Standard Retail Contract.