Was originally signed up for electricity and gas through my real-estate agent when I was moving in to a rental property, everything was done on time and thought I was in a good place being on a fixed rate. Got first bill and thought that it seemed expensive, checked rates of other providers and found I could save 25% switching. No problem with the company but they do seem to be one of the most expensive.
Check your bill carefully
In the first two months we found our power bill was twice as much as previous provider (click energy). I noticed a second meter had been added to my bill (not mine). I called and it was fixed in about a week. Still, I'm disappointed agl didn't notice this themselves or compensate me for their error.
I only came here to see if I should stay or leave
So I've had friends tell me to switch electricity companies because I'm getting charged too much... And I came here for moral support but I guess everyone is complaining so to save myself trouble in the future I'm moving to this mystery electricity company that my friends have been begging me to move to because it's so cheap AND I read a review that their concession card was removed deliberately and honestly I find that they ask me The same question if I have concession to get the discount every time but I thought you only need to tell them once and then it's set in the form but I guess you have to tell them all the time because I've told them three times already what my concession number is
Check out deals with comparison sites first :)
I've had AGL for numerous homes/investment properties over the years. Did a comparison today, I would save around 25% of the bill on one account alone. When I rang AGL they didn't offer me anything like that competitive rate could only tell me about a new plan that would save me money from now on. I asked [name removed] (Resolutions area - excellent at his job), why hadn't I already been informed I could be saving or better still be transferred across to this plan automatically? He wasn't in a position to answer. The guys at the top make the ...decisions- its just the same as the banking industry/real estate - "BUYER BEWARE". It really pays to do a comparison, like me you could find savings of over $112 per quarter per property - that really adds up.
Not too bad - good billing system and provides insights on your account and usage.
Was good enough to say another provider offered better electricity rates.
Was happy enough to connect again on a new apartment
Nice doesn’t get resolution
Had a gas installation quote from Jemena (try to avoid this provider, seriously move suburbs). It was an 8000% increase on a previous quote so I asked AGL to query it. AGL is who i filed the quote with, they then apparently send it on to Jemena. The gas installation quote has a use by date.
I phoned AGL every few days to see if a response returned. It did on the day the quote expired and nobody rang. I phoned 2 days later to be told it had expired and now I have to Waite another 14-20 days for a new quote. When I rang up quite upset I was p...
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Had solar installation on 19th April this year. A 5kw system and 21panels. Bill due at end if May. R
Solar panels. Had to wait 6 months for bill, then got two within a week totalling 2900 on the eve of my heart operation. Needless to say it's taking almost 4 months to pay. Issue was that I rang at least 4 times looking for that first bill, only to be told it wasn't there.
Shocking money stealing grubs
Agl kept sending my paper Bill's to old house when clearly we moved and then didnt even email any Bill's to nominated email address then hit us with 3 Bill's at once.. not the first time they have done it to customers.. ACA will be notified of not fixed
Don't talk to overseas call centres !!!
Ok, I have found from experience ( last eight years or so ) one does NOT speak to AGL's overseas call center if one want any positive action at all. The only way to get any satisfaction is to speak DIRECTLY with either the AGL Sydney or Melbourne office. I have had many dealings with AGL over this time and I found once one gets the Energy and Water Ombudsman involved you get action. I would suggest one exhausts all avenues prior to this action however if one is honest and open with your complaint the Ombudsman will act on one's behalf and AGL DO take notice !!!
The recently introduced agl app is a step backwards. It does not enable hourly use data only daily use data. It is the hourly use data that is valuable and allows you to understand usage pattens. Please give us back the old app or change the new one agl.
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Expensive but great customer service
I've been with AGL for 2 years. During that time I've noticed they have gotten more expensive each billing cycle. I recently received a $600 bill and I live alone and don't understand how i could have used that much power. However AGL have been great when it comes to paying off the bill. I've had a bit of financial hardship this year, and their representatives have been very understanding and reasonable. They also don't make harassing or threatening daily phone calls to follow up overdue amounts. So yes, they are very expensive, but their customer service has been amazing.
Our bills are more expensive after getting solar.
I need to shopping and doing camparison.
We have solar and our bill are $500 dearer.
Time to research.
Keep your gas
I am a happy customer with AGL. In saying that, if they call me one more time trying to up-sell me a gas connection, I'm out. Third time today and second day in a row. Leave me alone to enjoy my energy in peace.
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Not too bad.
They were pricy, but not the worst out there. The longer your with them the bills get higher and higher and then they 'explain' your % off deal has expired. Very determined to keep their customers.
ethics worse than the banks
I loved AGL when I first signed up with them 18 months ago. I spent a full day comparing all the different offers from different companies and saved $400 on my very next bill. .... But, they used the same trick as Energy Australia, and Origin Energy before and I fell for it again. The price/discount changed on the anniversary date. Well I've learnt my lesson. I'll now check offers every year. Now the reason I say just like the banks is because after spending yesterday checking all the electricity offers through the Government Website, AGL ac...tually has a really good rate plan, with lots of little add on fees but still one of the best BUT it was NOT given to me an existing customer SO, with ethics just like the banks why would I stay with them. The energy retailers with their stupid marketing tactics are encouraging churn, they should automatically offer existing customers best rates, Novel idea. When I phoned them they said, oh, we can offer you a higher discount, and I checked it is indeed on the govt website for everyone who checks but difficult to find on t. On principal I'm moving and next year I'm checking, the date is in my calendar.. (just like I do now with my phone) Now I've just checked their webiste and the internet offer is different to the one the Govt wesite recommended, it is appalling if you look at the fine print the cost goes up as you use more electricity!
Questions & Answers
Not accurate actual meter reading and no explanation of account adjustments.
I'm having problem about my billing for this month May2022, Because Its doesn't look right that's why I phoned AGL resolution team to explain they said they will come back to me soon., I watched my electric meter and recorded monthly because I would like to know how much I earn and save having solar panel. I get information from customer service about monthly billing, etc. since i got agl apps I can easily monitor my used KWH or General usage every month. I also advised from agl that need to input my meter reading every month both (REG-1 and REG-2) Solar credit and KWH used(General usage) using agl apps. According to the agl staff every month they estimate both general usage and solar credit and in every quarterly then physical actual read the meter. 19th April was the actual reading and I was surprise and annoyed at the same time because Reg-1 is lower that the actual reading and reg-2 is higher reading to the actual reading bills that come to me I also expecting credit/money more than a couple hundreds that my solar harvested in the month of Jan thru April 2022. as my calculation but suddenly they announce on my bill that there is account adjustment and turns only twenty one dollars credit. Can you please investigate this matter. Thank you.
Hi Arn. It's common to receive an estimated bill followed by an adjustment (credit or debit) when the actual read is performed by your local distributor. However, if you feel the result of the actual ...read does not reflect your actual usage or solar feed-in, we'll be happy to investigate further for you. Either contact support (https://www.agl.com.au/help-support/contact-us) or send us a private message here including your account number so we can assist further.
Due to a transposed meter issue I had lost electricity for most part of the day last month and then had to contact AGL on a number of occasions to resolve both the cross-metering problem as well as the billing of the wrong meter going back to when we first connected our property to AGL. I have been directed by AGL to first call United Energy to find out who the correct retailer for the meter in question is, then contact the said retailer and set up a "temporary" account with them, so that pass it back to AGL. At the same time I was promised that the money I paid to AGL for the wrong meter/usage would be credited back to me, which as of now has not occurred. I was also asked to send through proof of payment of all my bills (although I was on direct debit arrangement with AGL) as well as proof of account ownership (all this was sent almost a week ago but generated no action so far).
At the moment, after multiple calls with AGL and Alinta, I got a "welcome back" letter from AGL advising I am now offered a standard retail contract (after 25 years with AGL) and a request to call them in order to make changes, i.e. select a different plan, etc. I made three attempts to call today and was not able to get past identity verification stage on the phone, when I enter my account number (tried both old and new accounts), after which the line went silent on all three occasions.
I am now at a stage when I need an AGL representative to call me back on 0404 002 356 asap and take some steps to resolve my issues:
1. Resolve overpaid bills due to cross-metering issue from the time we moved in (March 2020) - I have a reference number from when I spoke to AGL on a number of occasions on the matter
2. Change current plan from standard retail contract to a plan of my choice
I believe that it is not my fault this has occurred and therefore I should not be punished by having to sort all this out myself. I expect AGL to take a more active position now, after I have done a lot more that I should have and wasted a lot of extra time, unnecessarily, and resolve this for me to my satisfaction.
Search for energy ombudsman and you can log your complaint with them and they will see it through. Furthermore agl will get a hefty fine for those mistakes. Only way to punish them for their misdoings
Thanks for taking the time to share your feedback on your experience with us – our customers are our key priority and I’m sorry our service has fallen short in this instance. I can see that w...
Good to know that you are investigating - in fact, you have been investigating since 10 January 2022. How much longer do you think the investigation will take? I hope to hear back within days from now, that will be much appreciated.
Off peak time
Hi Peter, thanks for reaching out. Are you interested in finding out about your meter's off peak times? If so, please send us an email with your account and contact details to customersatisfaction@fee...dback.agl.com.au a member of our team will be in touch directly. Thanks, Nicole
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