We are aware of an unsolicited email in circulation pretending to be from AGL containing the subject title:
How to identify whether you have received a legitimate or hoax email
All legitimate AGL disconnection notices will:
Come from the sender address email@example.com. Any deviation on this address may be a hoax email; and
Include your supply address and account number in the email body. If it does not contain these details, it may be a hoax email.
What to do if you believe you have received a hoax email
If you have received a hoax email, please delete it. Do not click on any links or content from the email. If you have clicked on the link and submitted your personal details, please login to these accounts and reset your password straight away and run a comprehensive Anti-Virus Scan. If you are unsure or have any queries about the email, please contact the AGL Help Desk, 24 hours/7 days a week, on 131 AGL (131 245), Option 3. AGL takes the security of your information very seriously. We will never send emails asking you to confirm, update or disclose personal or banking information. For information on how to identify a scam email head to this Knowledge Base article or the Scamwatch website. Any customers with concerns about the scam emails should call AGL on 131 245.
We understand that the passing of a family member and finalising an estate can be stressful, so we have a simple system to help you sort out their energy account as quickly as possible.
We encourage you to contact us by phone on 131 245 or through our online webchat service so that we can help organise the best result.
We understand that you may not feel like speaking to someone straight away, so you can also request a call back via our online support form here. Just note when you would prefer to speak to somebody and we’ll endeavour to contact you at that time.
If you need to contact AGL from overseas, you can also call us on +61 3 8633 6000.
You don’t have to be family or the executor of the estate, so long as you can tell us the account details to ensure we are providing the correct service.
One of our customer service representatives will then guide you through the steps needed to close the account, or transfer the service to another account holder if you still require an energy supply.
What information will you need?
For our customer service staff to help, they will need to know your name and contact details, your relationship to the account holder, and the name of the executor (if it isn’t you) and their details.
If the energy supply needs to stay on, AGL will need the executor or someone else to take responsibility and have an account set up in their name.
And if our team require any additional documentation they will let you know and find the best way for you provide this information.
Also know that more help is available to you. If you require financial advice during this time, you can contact the Department of Human Services, who can refer you to the appropriate service.