Invited
So far extremely disappointed with my switch to AGL. The gas wasn’t connected when we moved, even though I gave 3 months notice. I tried to tell one agent that we didn’t have an NBN modem but was conv... See more
Company replied
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Review summary
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See what reviewers are saying
I’m really disappointed with AGL. They are not affordable at all. My bill this year has almost doubled compared to last year, even though we are very careful with our electricity use. I always swi... See more
I am stunned! Just received an estimate for one MONTHS electricity bill for our 2 bedroom unit of $1700 dollars compared to $196 last months in the dead of winter. Their excuse was it has been estimat... See more
Company replied
SIMON SIPAITIS FROM AGL EMPLOYMENT NUMBER A30014687. You are absolutely amazing!! you helped me out so much, sat down for almost an hour thoroughly explaining the bill and made me understand everythin... See more
Company replied
Company details
- #9 of 9 best companies in Energy Supplier
- #10 of 10 best companies in Internet Service Provider
- #6 of 7 best companies in Telecommunications Service Provider
Written by the company
AGL is a leading integrated essential service provider, with a proud 184-year history of innovation and a passionate belief in progress – human and technological. We deliver 4.2 million gas, electricity, and telecommunications services to our residential, small and large business, and wholesale customers across Australia. We operate Australia’s largest electricity generation portfolio, with an operated generation capacity of 11,208 MW, which accounts for approximately 20% of the total generation capacity within Australia’s National Electricity Market.
Contact info
699 Bourke Street, 3008, Docklands, Australia
- 131 245
- https://www.agl.com.au/help-support/contact-us
- agl.com.au
2.7
Poor
3K reviews
Replied to 85% of negative reviews
Typically replies within 2 weeks
Invited
Reply from AGL Energy
Hi Madison,
Thanks so much for your positive feedback — it truly means a lot.
We're always striving to provide the best experience possible, so hearing that kind of encouragement is really appreciated.
Let me know if there’s anything else I can support you with.
SYED
Ridiculous agl!
I’m really disappointed with AGL. They are not affordable at all. My bill this year has almost doubled compared to last year, even though we are very careful with our electricity use. I always switch everything off when not in use, and no one is home during the day, so it doesn’t make sense for the usage to be this high.
I emailed AGL to ask for help, but they didn’t do anything. I even asked them to check the meter, but they told me that I have to do it myself. For a big energy company, I expected better support and transparency.
If you’re looking for an energy provider that actually cares about their customers and helps them when they raise concerns, I wouldn’t recommend AGL
10 September 2025
Unprompted review
Ridiculous prices
I am stunned! Just received an estimate for one MONTHS electricity bill for our 2 bedroom unit of $1700 dollars compared to $196 last months in the dead of winter. Their excuse was it has been estimations and not actual readings. I am currently on maternity leave and there is no way my Partner and I can pay this. How can anyone justify 750% increase from one MONTH to another. Has this happened to anyone else? What are my options AGL Energy ?
2 September 2025
Unprompted review
Reply from AGL Energy
Hi Emma,
I’m really sorry to hear about what you’ve been going through—it sounds genuinely frustrating and disappointing. I understand how stressful it can be to receive an estimated bill, only to find that the actual amount ends up being different, whether higher or lower. Unfortunately, that’s often how the billing process works, but I completely get how that uncertainty can make managing your expenses really difficult. If there’s anything specific you want to discuss or if you need help figuring out the details, I’m here to support you.
SYED
Invited
So far extremely disappointed
So far extremely disappointed with my switch to AGL. The gas wasn’t connected when we moved, even though I gave 3 months notice. I tried to tell one agent that we didn’t have an NBN modem but was convinced that the router they sent would do the same job, I then tried to order an NBN modem and was told it would show up early this week and still haven’t heard a single thing.
27 August 2025
Reply from AGL Energy
Hi Denton,
We’re really sorry to hear about the issues you’ve experienced with your AGL switch — this isn’t the experience we want for our customers.
Thank you for bringing the concerns regarding your gas connection and NBN modem to our attention. We understand how frustrating this must be, and we’ll be looking into these matters carefully to get things sorted for you as soon as possible.
If you are still having issues with your modem delivery. please let us know, so we can escalate it for you.
Your feedback is important to us, and we’re committed to resolving the situation and improving the service we provide.
If there’s anything else you’d like to share or if you need further assistance, please don’t hesitate to reach out.
Syed
Invited
Customer support online & phone
Online support chat & customer service on the phone are very friendly and helpful.
26 August 2025
Reply from AGL Energy
Hi Quang,
We're happy to hear that our online support and phone customer service were friendly and helpful! We appreciate you taking the time to leave us this positive feedback.
SYED
Extremely overcharged by AGL
I live alone and only use gas for hot water and the stove. I don’t even cook every day. Yet AGL charges me $5–$6 per day, while others in a similar situation pay only $1 a day. This is greedy and a disgrace to commercial law.
23 August 2025
Unprompted review
Reply from AGL Energy
Hi Thi,
Thank you for bringing this to our attention. We understand your frustration regarding the daily gas charges, and we're sorry for any confusion or concern this has caused.
Also, please double check if your hot water system is on gas, which can make the huge difference in the bills.
Please be assured that we’re reviewing your account and our current pricing structure to ensure everything is accurate and fair. Your feedback is important to us, and it helps us identify areas where we can improve both our service and communication.
If there’s anything further you’d like to discuss or clarify in the meantime, feel free to get in touch — we’re here to help
SYED
Invited
Watch out - they quietly switch you to more expensive plans
Customer service staff don’t listen or try to understand the problem, don’t know their product, tried to sneakily shift us onto a much more expensive plan two days after our plan started. When we raised it with them they blamed it on an automation and the government (when it was simply an AGL administrative error). Three customer service representatives and two hours later we were finally back on the plans we’d originally signed up for. Avoid them if you can.
25 August 2025
Reply from AGL Energy
Hi David,
We’re sorry to hear about the issues you experienced with our customer service and the changes to your plan. We understand how frustrating this must have been, and we appreciate you taking the time to bring it to our attention.
Please be assured that your concerns are being taken seriously. We're currently reviewing what happened and taking steps to address these issues internally to help improve our service and prevent similar situations from occurring in the future.
Thank you again for your valuable feedback — it plays an important role in helping us do better. If there’s anything else we can assist you with, please don’t hesitate to reach out.
SYED
Worse experience ever
Worse experience ever, don't understand their broken English!! Disturbing ! just moved thinking power with AGL energy would just transfer to new address , not the case , no one let's you know anything until you get a threatening letter from AGL SAYING THEIR GOING TO DISCONNECT YOUR POWER , OH AND NOT TO MENTION AGL ENERGY KEEP YOUR MONEY THAT WE PAY FORTNIGHTLY TO TRY AND STAY ON TOP OF THE EXCESSIVE BILLS THEY EXPECT YOU TO PAY AND ON TOP OF ALL THAT WE HAVE BEEN PAYING SOMEONE ELSE'S POWER BILL FROM MAY AND DIDNT EVEN MOVE IN HERE TILL JULY , ROBBING US NOW!
DO YOUR ADMINISTRATION CORRECTLY , STOP EMPLOYING PEOPLE THAT DONT KNOW ENGLISH AND DONT KNOW HOW TO DO THEIR JOBS , YOU DONT EVEN KNOW WHAT YOUR DOING ! MAKING PEOPLES LIVES DIFFICULT, WE ARE NOW A THIRD WORLD . BS , ABSOLUTELY DISGUSTED
25 August 2025
Unprompted review
Reply from AGL Energy
Hi Ghost,
We’re truly sorry to hear about the difficulties you’ve experienced during your recent move and with your billing. We understand how upsetting and inconvenient this must have been, and we sincerely apologise for any confusion or distress caused by the communication you received.
Please know that your feedback is important to us. We're taking this matter seriously and will thoroughly investigate the issues you've raised regarding incorrect billing and our communication process. Our goal is to ensure these types of errors are prevented in the future and to provide a better experience for all our customers.
Thank you again for bringing this to our attention. If there's anything else we can assist you with in the meantime, please don’t hesitate to reach out.
SYED
Invited
Moving house was easy to organise and…
Moving house was easy to organise and completed when expected.
18 August 2025
Reply from AGL Energy
Hi Glen,
We're happy to hear that your move was easy to organize and completed on time. Thank you for your positive feedback; we appreciate it greatly.
SYED
Invited
Dear AGL Team,
Dear AGL Team,
I would like to share my recent experience, which has been very disappointing. I ordered electricity under my name, but it was set up under my wife’s name instead. Similarly, the gas order I placed under my wife’s name did not go through, and the reverse happened.
In addition, I applied for AGL Internet. First, I received the wrong router, which I had to return. Since then, I have been waiting for the correct router and an internet connection for over a week. Each time I follow up, I am told that AGL has a TAT to respond, but as a customer, what matters most is timely service delivery.
I would strongly suggest focusing on improving service quality and customer experience, rather than just response timelines, TAT, to ensure clients don’t feel the need to switch to other providers who can deliver more reliably.
Sincerely,
Khan
18 August 2025
Reply from AGL Energy
Hi Khan,
Thanks for reaching out, and we're truly sorry to hear about the issues you've experienced with your electricity, gas, and internet orders.
We understand how frustrating it must have been to deal with an incorrect setup and delays in your internet connection, especially during a busy time like moving. Please know that we acknowledge the inconvenience this has caused and take your concerns seriously.
We’re reviewing the situation to ensure it’s addressed appropriately and to help improve our service moving forward. Thank you for bringing this to our attention — your feedback is important to us.
If there's anything more we can do to assist you right now, please don't hesitate to let us know.
SYED
Useless all round
Useless all round. Hope all your customers leave and you collapse on the legs you never deserved to have :)
1 August 2025
Unprompted review
Reply from AGL Energy
Hi Kj,
We appreciate you taking the time to share your thoughts. We're sorry to hear that you had such a negative experience, and we'll look into your feedback.
SYED
Invited
The company is doing well
The company is doing well. The service was activated on time.
12 August 2025
Reply from AGL Energy
Hi Mohammad,
We're happy to hear that the activation process went smoothly and that you are satisfied with our service. Thank you for your positive feedback!
SYED
Invited
It took forever to set up my internet!
It took forever to set up my internet! I recently moved from Summer Hill 2130 to Croydon 2132, and the NBN box is missing at the new address. I called AGL multiple times but was told just to wait. The agents were useless and unhelpful.
11 August 2025
Reply from AGL Energy
Hi XI
We truly appreciate you taking the time to share your experience with us. I'm really sorry to hear about the delays with your internet setup and the missing NBN box following your move — we understand how frustrating and inconvenient that must have been.
Please know that we’re currently reviewing your case to better understand what went wrong and to identify how we can improve our service going forward.
Thank you again for bringing this to our attention. If there’s anything else you’d like to share or if you still need assistance, we’re here to help.
SYED
Invited
Escalated with online service login…
Escalated with online service login issue at first day of the service. Had a chat and spoke on the phone with 9 different agents but no one could fixed and follow up the issue. Also, lodged complaints but no one contact me so far.
23 July 2025
Reply from AGL Energy
Hello Jimmy,
I sincerely apologise for the experience you've encountered. Having to communicate with nine different agents and file complaints without receiving any resolution or follow-up must be incredibly frustrating and disappointing for you.
This does not reflect the level of service we strive to deliver. Could you please send us a private message through the AGL Facebook page? This will allow us to get further details to escalate your feedback to our senior team, who can urgently address your online service login issue and ensure that someone reaches out to you directly for a resolution.
Thank you for bringing this matter to our attention, and I apologise once more for the inconvenience you've faced.
Best regards,
James
Invited
Now agl finish connecting electricy & gas
Now agl finish connecting electricity & gas, it takes a while from 4 July till 21 of July, so it’s all good now
21 July 2025
Reply from AGL Energy
Hi Jimmy,
We're happy to hear that your electricity and gas connection is complete. We appreciate your patience during the connection process and thank you for your feedback.
SYED
4 hours of electricity cost me $183.38?????
I recently had electricity connected to my investment house so that a cleaner could go in to get it ready for sale, a period of 4 hours which I can prove with invoices from the cleaner. The key was picked up and delivered back to my estate agent both times, so they can verify these times also.
Counting an connection fee I was charged $183.38 supposedly from an actual meter reading.
I was told that even though there was no other usage of electricity I was being charged a daily supply charge AND a Re-energisation rate, which brought the total to the above amount.
I immediately told them to cancel my account and was told that I would receive another disconnect fee of $44 (fair enough on that one). However no negotiation on the rest of the bill.
Definitely one for the Ombudsman!
21 July 2025
Unprompted review
Reply from AGL Energy
Hi Karlene,
Thanks for reaching out, and I’m truly sorry to hear about the negative experience you've had with your account.
We completely understand how frustrating and disappointing it can be when things don’t go as expected, especially when unexpected fees are involved.
Regarding the connection fee, this charge is set by the energy distributor in your area, not by AGL. If your meter isn’t a smart meter, the fees can be higher, as a manual connection may be required. The exact cost can vary depending on which distributor services your location.
We know these charges can be confusing, and we're here to help you make sense of them. If you'd like, we can look further into your account details and clarify the specific charges applied.
Please don’t hesitate to reach out directly, or you can view more about fees and charges at agl.com.au/contact-us.
Thanks again for bringing this to our attention — we're here to help however we can.
SYED
Invited
The staff that dealt with me
The staff that dealt with me, they were kind, understanding, professional
14 July 2025
Reply from AGL Energy
Hi Philomena,
We are happy to hear that the staff were kind, understanding, and professional during your interaction with us. Thank you for your positive feedback!
SYED
absolutely disgusted at the eviction of AMWRRO
absolutely disgusted at the eviction of Australian Marine Wildlife Research & Rescue Organisation (AMWRRO) and the complete and absolute destruction of databanks, equipment, specimens, and decades of research. This is an abomination and this company needs to be avoided at all costs for its absolute unprofessionalism, and destruction of an important organisations existence.
12 July 2025
Unprompted review
Reply from AGL Energy
Hi Mia,
Thank you for bringing this serious matter to our attention.
We understand and acknowledge your disappointment regarding the recent eviction and the significant impact it may have had on your organization and its research efforts. Please know that we take your concerns very seriously, and we are currently reviewing the circumstances surrounding this issue with the appropriate care and attention it deserves.
We are committed to thoroughly examining the concerns you’ve raised and will ensure that all relevant aspects are taken into account during our review.
Thank you again for reaching out. We will provide you with an update as soon as we have more information. In the meantime, if there’s anything further, you’d like to share or clarify, please don’t hesitate to contact us.
SYED
Disgusting Service
Very poor communication, poor service, very difficult to disconnect and change to new provider. Disgusting wait times. I would prefer to use a wood fire oven than use AGL energy.
9 July 2025
Unprompted review
Reply from AGL Energy
Hi Andrew,
We’re truly sorry to hear about the issues you encountered with our communication and disconnection process. We understand how frustrating and inconvenient this must have been, and we sincerely apologize for any stress it may have caused.
Your feedback is extremely valuable to us. Please know that we’re taking it seriously and will be reviewing your experience thoroughly to identify where things went wrong and how we can improve — particularly around service quality and wait times.
Thank you for bringing this to our attention. If there's anything further, you'd like to add or if you need ongoing assistance, please don’t hesitate to let us know — we’re here to help.
SYED
AGL a bloody disgrace
I changed to AGL because I was fed up with my $350 per month electricity bill with my previously long term supplier. Very first bill from AGL was $650. Bloody disgusting.
Gas went from $250 per two months with previous supplier to $360 for two months with AGL. (No change in usage)
Also within a month of switching to AGL I received letters for gas and electricity stating an 8.5% increase.
You are absolutely Disgusting AGL and disgusting all those compare the market companies that trick people to change to AGL.
9 July 2025
Unprompted review
Reply from AGL Energy
We’re really sorry to hear about the increase in your bills after switching to us. We completely understand how frustrating and unexpected changes in cost can be, especially when you're trying to manage your household expenses.
We understand that any increase in energy prices can be concerning, especially during times when many households and businesses are already facing financial pressures. Please know this decision was not made lightly. The change reflects rising costs in the global energy market including Australia, which are beyond our control. We're committed to supporting you through this transition and continue to work hard to keep our services reliable and as affordable as possible. If you're worried about the impact of this change, we’re here to help—whether through flexible payment options, energy-saving advice, or access to support programs
Thank you for bringing this to our attention — we genuinely appreciate the opportunity to look into it for you
SYED
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