AGL Energy

Satisfied customer of 10 + years – I personally have never had a problem with AGL. I have been with them for a very long time, only because they have always offered me great service. Their app has everything in it to manage and monitor your consumption. The app also allowed me to very easily change my supply address without having to speak to anyone. Power disconnected and… Read more ·  1

reconnected without any delay or issue. They even sent me a years worth of Amazon prime as a gift for staying with them. Then after realising my new address also had gas, a quick call had it sorted in no time, then they sent out a free $50 shopping voucher for that too. I kinda feel spoiled. Thanks AGL

WORST in class customer service! They refuse to honour the credit promised in their EOFY promotion despite all the conditions are met, and I have a large gap of missing solar‑system data in my account. I first contacted them in August. Every reply says the matter is “under investigation” and will get back to me by 5-7 business days— but I have… Read more

never received one, and received same answer every single time. I lodged an internal complaint prior to going to the Energy Ombudsman. The handling agent [Name Removed] was shockingly rude. She denied the EOFY promotion ever existed despite the active Facebook post advertising it, then closed my case without resolving any of my concerns. This is misleading and deceptive conduct. Very regret signing up after reading the reviews here and apparently no real change happened after all these feedback as they couldn’t care less. Please stay away, save yourself from endless chat and stress!

Rubbish customer service. Bills are consistently wrong or not sent, basic issues unable to be solved. Just swapped my energy and internet away from AGL after dealing with their shit for too long Show details

**★☆☆☆☆ 1/5 – Extremely Disappointing Experience with AGL** Absolutely terrible experience with AGL Australia. Despite clearly requesting that my contract be discontinued, I was hit with an excessive final bill that I believe is completely unjustified. You would expect a reputable energy provider to handle account closures fairly and… Read more

transparently, but my experience has been the exact opposite. The final billing has left me extremely frustrated and questioning AGL's billing practices.

Customers should not have to worry about being overcharged simply because they decide to leave a provider. The lack of transparency and fairness is unacceptable.

**I would not recommend AGL.** If this is how they treat customers when they close their accounts, I would strongly advise others to carefully check their final bills and consider alternative energy providers.

Very disappointing service and an extremely poor final impression.

Unbelievably incompetent people, processes designed to fail. I signed up for a new energy plan on 30 August and got the welcome email. On 31 August, I received a call to confirm some details and the person on the call said that's all they needed and… Read more

will be starting the plan soon. No update until 7 September, so I got online to ask for the status. Only then I was told that the connection request was not even in the pipeline! So I gave my ID, address, contact info, NMI, and everything else they asked for only to be told a week later that there was no active connection request to begin with. What an absolute circus of an energy provider. Pathetic and rotten to the core. Doesn't deserve to keep operating.

Terrible support service – Definitely not deserve any start. Get English speaker with communication manner do phone service please. Cancelled all my services after 2 month of phone call and waiting around. The last phone call was 1.5 hours.... Show details

I Wish I Could Never Sign Up For AGL – I wish someone ask me a question "What does moving to AGL means to you".. My Answer : moving to AGL means speaking to AGL customer service and resolution team for half of your lifetime. Yes, that's correct, you life's half of the time will be spend… Read more

in dialing AGL customer service number 13 12 45 and getting your issues resolved. The AGL team promises you, gives you like any assurance that they will resolve the problem but wooooaaahh, you wait couple of days and no updates, problem still the same.

You call them again , they say oh, previous representative hasn't done this or that and he has not quite honest with you etc etc. I am going to do this for you. Please note down this reference number, etc. and I personally am going to keep a track of this and call you back. No one calls you back.

AGL is a pretty crap in customer service, their systems and processes are even more crap and their customer service team and resolution team is even more more crap. Sorry to say this but this is the realty and my personal experience.

Good bye AGL team !! I wish no one else suffers joining AGL.

MY BIG APPEAL TO EVERYONE, DO NOT JOIN AGL EVER

AGL Team - How many reference numbers do you need? I have lost tracks now as my notepad is full of your reference numbers. Have a look at this reference numbers - 2048492830 2048694693

So far so good. I was a Ampol customer. The time I requested something from AGL there wasn't a instant thing showing they did it. But a week later I got confirmation that it was now done. Even if they are from overseas they are a massive improvement over Origin energy. The only downside was when I changed over to the smart meter. AGL said I used… Read more ·  1

estimate about a week worth of energy for the 48 hours after the install. My normal use is about 4kwh a day as I have solar and only 2 people live here. The estimate for the small meter install was 28kwh until the smart meter call home started functioning.

I already have a enlighten system which logs my usage and solar generation and etc and it said I used nowhere near the 28kwh amount.

Been with AGL for more than 20 years, never had a problem with service. Today I had to ring to fix a log in problem, to getting into my account, so I could register my meter reading. The person I spoke to, "Deon", was amazingly helpful, didn't make an old women feel dumb at all, walked me through the steps. The call last only a few minutes and the… Read more ·  1

problem was fixed; Deon also did the meter number there and then saving me time. Couldn't be happier, with todays and years of service from AGL for our Gas and Electricity.

Switched to AGL for good rates and FIT. On-line switch was quick and easy. Had a few teething issues with the plan I chose and had to call for assistance. Response was very fast, polite, and all issues were resolved without any fuss at all. App… Read more ·  1

works extremely well and provides extensive information on my plan and charges to date. My experience has been all positive and the people I have spoken to have been absolutely amazing. I see heaps of negative reviews, but my experience has been the complete opposite. I can thoroughly recommend AGL and their excellent customer service and support.

Wouldn't even give 1 star if it was an option. The live chat function is a joke, can't even see the correspondence after it's closed off. Was told they don't need the second meter when I moved, knowing all too well something wasn't right and even sending photos through the live chat of the second meter reading. After 21 months got slogged with… Read more

several thousand dollars, old bills disappeared and miraculously the second meter pops up, no one has any clue just told it has to be paid. Another 18 months down the track on a payment plan, disconnected electricity at my old house weeks ago and still get messages that the new bill is coming. Steer clear, it's no wonder they are the highest profiting energy company in Australia, absolute scammers. Energy ombudsman here I come...

agl switched system over a month ago, the internet/mobile part stopped working on the mobile app and the website. rang them a month ago for a fix and access. they siad it will be sorted out. rang them a month later still no resolve. a simple fix turned into multiple transfer from 1 incompetent staff to even more incompetent management WTF! still unresolved! i just want to access my bill to pay and make changes to my account Show details

AGL were very difficult to deal with regarding a transfer from them to another energy retailer which should have been straight forward but was far from it regarding the credit credit back due to my electricity account being in credit. I was dealing with the Australian customer service team who surprisingly were worse than their customer service counterparts in the Philippines. I can see why AGL have a 93% disapproval rating on Product Review!! Show details

Harassment. I let AGL know I’d be about two weeks late paying my electricity bill because it was much higher than expected. Despite this, they called me every single day I was overdue—sometimes multiple times a day. When I decided to switch providers, the calls continued. When they contacted me about the transfer, I explained that their constant… Read more

calls were one of the reasons I was leaving. Instead of acknowledging my concerns, they tried to convince me to stay, and when I politely said I’d still prefer to switch, they simply hung up on me.

I know electricity companies aren’t exactly known for putting customers first, but the complete lack of respect and basic courtesy is exhausting. Yuck.

I took up theirr offer on 24th june, still have not provided an account though have charged on credit card direct debit. On ringing the staff not able to explain anything. They hung up and put me on feedback AND the feedback will not accept 0 or 1 rating at all.Rogues I say.Will change them as soon as i can Show details

Lazy customer service reps do not follow through on activating things. Disgustingly low 'solar purchase' amount. I barely get anything back for solar now because they have reduced it so much that it is entirely worthless -- they basically steal solar from us for the grid and charge us premium. They will claim that we use our own solar first, but… Read more

if this was true we would not have such high energy bills.

Costs have skyrocketed in recent months, which has not been helped by the government rebate ending as well. This has resulted in my bill being flagged as "overdue" despite the fact that I have had a payment arrangement for years. Apparently once the date rolls around and you have any amount outstanding, it cancels the arrangement. Went through the chat function (Bad AI and slightly better AI/people using AI to reply and not even having the 'name' they introduce themselves matching what the chat says their name is OR just having I am [insert representative nickname] still visible) and arranged a new and more expensive payment arrangement. I never received confirmation email and it never showed in the app that the arrangement had been activated as it just showed my bill amount. I adjusted my payment based on what the chat representative told me (somehow got confused and input $2 less by accident, confused with amount for the gas installment). One month rolls around and I get another overdue/pay immediately message. I had to REPEAT the process of requesting the arrangement, they told me again it was my fault that they cancelled the payment arrangement because I had an outstanding amount at some stage. This time at least, I got a confirmation and it showed up in the app that there is an arrangement.

On top of this, I got mobile and was promised the discount for having energy. They failed to apply the discount and I had to RUN AROUND AFTER THEM TO MAKE THEM DO THEIR JOB. They repeatedly shunted me between chats and said they could not access the phone side or energy side (depending who I was talking to) and that the OTHER side had to activate it (cue being shunted back and forward between them). Someone must have activated the discount though, as it started to actually be applied. I was so angry that they had baited and switched, hoping that I wouldn't bother following up on the discount they failed/didn't bother to activate when I purchased the phone plan. Furthermore, I had to chase them to actually port my number and activate everything, which didn't happen for over a week after I tried to transfer over. They were dishonest and said it was 'still in the system' and then it was conveniently activated when I was asking about it... hmm. At least be honest and say there was a glitch and you will manually force it through!

Wish could give zero. highest ever bill of Gas while everything is on Electricity. Lies, confusions, untrained staff. One saying bills are over due because direct debit was not set, one saying sirect payment requests were deffered. One saying bill is incorrect, other says correct. I just ahd enough and switched to another. Show details

Chatting to them tonight almost 1 and half hours and the haven’t resolved my simple issue; 2 different people and I’m waiting on a reply 25 minutes now. Not happy Jan!! Show details

I am trying to connect my new property to Gas & Electricity. I have been advised by one company that they cannot provide me with either and I am required to connect to AGL! Has this happened to anyone else. How did it get resolved? Spoke with AGL and they said correct and wanted me to connect with them, but could not provide me with a why? Show details

Lodged complaint about a gas connection over a week ago. Still haven't heard from AGL, despite assurances from manager Sharon. All lip service and no action. Way to go AGL. Definitely will NOT recommend unless you want NO service Show details

AGL offered a Tesla power wall three installed for $9000. I took up this deal in 2024. I had technicians from AGL come and inspect my house and tell me what had to be done to ensure the install went ahead. I spent $4500 with the first Electrician modifying the house and switchboard to meet AGLs standards. The day before the installation was due on… Read more

11 May 2025, they emailed me saying it would no longer be installed. 85 emails to AGL and Energex trying to work out why and AGL stated they could not install with a generator because the manufacturer wouldn’t allow. I checked with Tesla and they were happy for the install with a generator. Scores of phone calls and AGL refused to help. Another Installer took over the job and charged me $1500 to rectify the wiring and because after 18 months the government rebate had diminished, the battery cost me another $2000. All up $17,000 to get the $9000 battery that AGL promised. Rude on the phone. Rude in the emails. No wonder the company looks like they’ll go broke. They even had the gumption to ring me last week and ask me what my problem was and AGLs own customer service said they can’t even communicate with the Battery division. I asked them what was the purpose of phoning me if they can’t fix anything. Pathetic!

I was on a 20C / kwatt feed in tariff contract with click energy for life before AGL bought the company. They broke the contract and reduced it to 17C/kwatt and now to 15C / kWatt. Not happy with AGL. Show details

Worst experience, had to call so many times for my NBN credit and every time given wrong information. ping-pong between NBN and Energy. calls disconnected and not getting call back. Doesn't have any empathy on how has customer experience been. worst customer's service. every time call back and has to give same history and explanation again and… Read more

again and then ended up getting false information. zero confidence and would give 0 starts if i could on customer service.