As the energy transition accelerates, we’re committed to connecting every customer to a sustainable future through electrification while continuing to meet their changing needs today and tomorrow. We aim to offer greater value in our products and services, provide an exceptional customer experience, and support customers as they seek to decarbonise and electrify the way they live, move and work.
We’re investing in and optimising our digital channels and technologies to maintain strong relationships with our customers and meet their changing needs. These are essential for providing them with transparency and creating a smoother overall customer experience. This includes our AGL App, which is the highest rated utility app in Australia.
We’re acutely aware of the ongoing cost-of-living pressures households are experiencing, and we're proactively engaging with customers experiencing financial hardship and other challenges through our two-year $90 million Customer Support Package, including:
Our call centre agents have also received an uplift in empathy awareness training to help proactively identify and support customers who need it most.
Our ambition is to be a partner of choice to help our customers decarbonise.
We continue to expand our capabilities in electrification and decarbonisation solutions, while increasing awareness to support an energy transition that is seamless, reliable and cost efficient for our customers.
Our large business customers are rapidly electrifying. As the largest commercial and industrial solar provider in the country, we’re supporting them to meet their sustainability commitments while securing supply and lowering costs.
For our business customers, we offer integrated energy-as-a-service solutions, including asset financing and energy and carbon management, bringing everything together for our customers.
We partnered with Australian Farming Services to complete Cadell Almond Orchards’ onsite microgrid in New South Wales, which features a five-hectare solar farm and a 4.17 megawatt-hour battery.
We do what we say we will, and we’re there to help our customers when they need us. Find out more about our commitment to our customers.
The AGL Customer Council has operated continuously since 1998 and is one of the longest-serving energy consumer advisory groups in Australia. The Council, which includes representatives from AGL, St Vincent de Paul Society, Ai Group, Business NSW and other independent customer advocates, meet on a quarterly basis to discuss a wide range of matters that affect customers. The Council’s aim is to enable two-way communications and generate discussion between AGL and our residential and business customers.
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