We have updated our:
- Standard Retail Contract Terms and Conditions (for customers in Victoria, NSW, South Australia and Queensland);
- Market Contract General Terms (for customers in Victoria, NSW, South Australia and Queensland); and
- Customer Charter.
Below is a summary of the key changes.
Existing customers will be notified of the changes that impact them with their AGL bill. These changes will take effect 20 Business Days after existing customers receive notice from AGL.
The amended Terms and Conditions and Customer Charter will apply to new customers who sign up from 28 October 2024.
Changes to AGL’s usual billing period
The AGL Customer Charter and Market Retail Contract General Terms (VIC, NSW, SA and QLD) have been updated to reflect AGL’s new Usual Billing Period for energy customers. AGL’s new Usual Billing Period is:
- monthly for electricity customers with a Digital Meter;
- bi-monthly for Victorian gas customers; and
- quarterly for all other residential and small business customers.
AGL will send customers’ bills in accordance with AGL’s Usual Billing Period, or such other billing period agreed with you or set out in your energy Offer. If you are a Market Contract customer, we may vary your billing period with written notice to you. If you are a Standard Retail Contract customer, we may agree with you a billing period that differs from our Usual Billing Period.
Information on type of gas
AGL’s Standard Retail Contract Terms and Conditions and Market Contract General Terms (VIC, NSW, SA and QLD) have been updated following changes to regulatory requirements applicable in NSW, Queensland and South Australia. Gas customers can now find information on the type of gas that may be supplied under their contract on their distributor’s website.
New Meter Deployments
AGL’s Market Contract General Terms (VIC, NSW, SA and QLD) have been updated to clarify that AGL will notify a customer of a proposed New Meter Deployment in accordance with the Regulatory Requirements. If, under the Regulatory Requirements, you have the right to opt out of a New Meter Deployment, AGL will advise you of this in the notice provided and you may opt out by informing AGL in the manner specified in the notice.
Network Tariff changes
AGL’s Market Contract General Terms (VIC, NSW, SA and QLD) have been updated to clarify that a customer’s distribution tariff may change as a result of a request made by you or AGL, in accordance with the Regulatory Requirements. Where this results in a variation to a customer’s Charges, AGL will notify you in accordance with the Regulatory Requirements.
Controlled Load
AGL’s Market Contract General Terms (VIC, NSW, SA and QLD) have been updated to clarify that AGL may arrange for a Meter Service Provider or Distributor to set or alter the time periods at which energy may be supplied for a unit or device on a controlled load circuit, where permitted by the Regulatory Requirements.
Fair Contracting Promise
Minor changes have been made to the Fair Contracting Promise in AGL’s East Coast Market Contract General Terms, including to reflect that AGL will provide prior notice to customers of a variation to Charges, or the Market Contract terms and conditions, except where otherwise permitted by the Regulatory Requirements.
AGL communications
AGL’s Market Contract General Terms (VIC, NSW, SA and QLD) have been updated to include changes to how customers may receive communications.
Energy Plan Period
The definitions of Energy Plan Period and Energy Plan End Date have been updated to allow AGL to offer an Energy Plan with a minimum energy plan duration.