Announcements and Miscellaneous

Updated Complaints Process

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4 weeks ago

We value our customers, but we also understand that we don’t always get it right. If you are an AGL Energy customer and we do not meet your expectations, we’d like to hear about it. To that end, this is our complaints resolution procedure; it allows us to bring about a speedy resolution for any problems that may arise.


Please follow the steps below to make a complaint or provide feedback on our products and services:


Step 1: Customer Solutions Team

If you have an enquiry, please contact our Customer Solutions Team on 131 245 or via our website on You can help us by giving us as much information as possible when you raise your concern.


Step 2: Complaints Team

If you are dissatisfied with the way our team have handled your enquiry, or if we have failed to meet a commitment we have made to you, you can escalate your issue to our Complaints Team via email at or by calling us on 1800 775 329 (8am-6pm AEST, Monday to Friday).


When contacting us, please let us know if you have raised this issue with us before and what your preferred outcome would be.


You can view AGL's Dispute Resolution Policy or for more detailed information about AGL’s complaints handling process please see our Standard Complaints and Dispute Resolution Policy.


You can also find information about our commitment to our customers through our Customer Charter.

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