Complaints
Information to help you understand our complaints process and make a complaint if you need to.
Our approach to complaints
You are important to us. Once in a while things may go wrong. When they do, we're committed to making it right.
We offer a simple approach to addressing complaints about our products or services. We'll work with you to resolve any issues quickly, fairly and collaboratively. Your privacy is important to us and all complaints are treated confidentially.
Many complaints are resolved within a few days. More complex matters may take a little longer, however we'll keep you updated.
We expect our employees to treat customers with respect throughout the process. We kindly request the same from you in order to reach a fair and reasonable outcome for both parties.
Step 1 - Customer solutions
If you experience a problem or wish to provide feedback, we'll investigate your concern and work with you to resolve it.
If you'd like to know more about our customer charter and commitments to you as an AGL Energy residential or small business customer, visit Your rights.
If you have a problem or wish to provide feedback, call us on 131 245.
Feedback received about our products and services will be shared with relevant people at AGL.
Step 2 - Complaints
If you remain dissatisfied with the resolution you've received, your matter can be reviewed by our Complaints specialists by calling 1800 775 329 8 am–6 pm AEST, (Monday–Friday) or via email at complaints@agl.com.au for Energy customers, and via email at telcocomplaints@agl.com.au for Telco customers.
Information to help you
- For AGL electricity and gas customers: Standard Complaints and Dispute Resolution Policy (PDF)
- For AGL telecommunications customers: Complaints Handling Policy (PDF)
Further help
The majority of matters can be resolved through our internal complaint process. We ask that you first provide us with the opportunity to explore all avenues in resolving your complaint.
However, if you're not satisfied with the handling of your complaint, you may wish to seek further assistance from the Ombudsman.
You can also contact the Ombudsman at any time for free independent advice and information.
