We have been customers of AGL for 12 years and have been reasonably satisfied with their service until the recent rapid escalation of prices. But the thing we are most disappointed... See more
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Review summary
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Reviews shaping this summary
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
AGL is fine as a energy provider. However, they keep pestering me to swap my phone and internet over to AGL, I've have said no so many times and it is getting very irritating.
Company replied
Honestly, These guys not for Customers Satisfaction. Been with them for years , but negative. They dont serve what you want, they take from us whatever they want.
Company replied
Company details
- #9 of 9 best companies in Energy Supplier
- #9 of 9 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
2.8
Average
4K reviews
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Do not trust
Do not trust . Took money out our account for wrong bills. They helpdesk is terrible , over 30 mins waiting but each time I get past auth , they cut me off. A cyclical ploy. Terrible service . Would not recommend.
9 December 2024
Unprompted review
MONEY THIEVES
Have an ACTIVE solar system, have to reach out every bill because the credits are never applied. Today, near 12 months having been at this address I have been told "I need to have a solar saver plan". I've been on chats, on the phone, no one has ever said this. AGL are actually disgusting, will be cancelling and never returning.
9 December 2024
Unprompted review
May use AI-assist with repliesRead more
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Overcharging my bills for the past 6…
Overcharging my bills for the past 6 months and good luck trying to get anyone in 'customer service' to help. Hopeless team who don't listen and don't care less about their customers
19 November 2024
Unprompted review
Reply from AGL Energy
Hi Louise, Thank you for reaching out and sharing your experience. We’re truly sorry to hear about the issues you've been facing with overcharging and the frustration caused by your interactions with our customer service team. We completely understand how upsetting it must be to feel unheard and unsupported, and we sincerely apologize for not meeting your expectations.
This is definitely not the experience we want for our customers, and we take your concerns seriously. We understand the importance of clear communication and accurate billing, and we want to make sure we address any errors on your account. We’d love the opportunity to review your billing history and get to the bottom of this issue as quickly as possible.
Could you please reach out to us directly with your account details so we can investigate this further? We are committed to resolving this for you and ensuring that you receive the level of service you deserve.
Cheers, Steve
seamlessly connected after several…
seamlessly connected after several click online, also things can be managed easily online
12 November 2024
Reply from AGL Energy
Hello Eddie,
Thank you for your feedback!
We are glad to hear that you found organizing your move online seamless and that you are enjoying your My Account.
If there is anything that we can assist you with moving forward, please feel free to reach out.
Kind Regards,
Natalie
The shittiest internet provider ever
The shittiest internet provider ever, everyday have to reset modem like five times, cannot stream, download or even just scroll in social media. Always having bad connections and they do nothing about it. So sick of it. DO NOT CHOOSE AGL AS YOU INTERNET PROVIDER.
10 November 2024
Unprompted review
Reply from AGL Energy
Hi Hayley, I’m really sorry to hear about the ongoing issues you’ve been experiencing with your internet service. I can imagine how frustrating it must be to deal with constant connection problems, especially when it affects things like streaming, downloading, and social media. This is definitely not the experience we want for our customers.
Thank you for bringing this to our attention, and again, we apologize for the inconvenience you’ve faced.
Cheers, Steve
Simple and easy to deal with
Simple and easy to deal with, made connect and disconnecting a breeze.
7 November 2024
Reply from AGL Energy
Hello Stephen,
Thank you for your review!
We are glad to hear about your positive experience and found moving a breeze.
If there is anything that we can assist you with moving forward, please feel free to reach out.
Kind Regards,
Natalie
Bill Smoothing (fortnightly billing)
I am an AGL client for Gas, electricity and internet. I love the bill smoothing (fortnightly payments) available on gas & electricity, but am disappointed that they do not offer this on internet. As a retiree (and there’s 3.6M on Centrelink fortnightly benefits) budgeting is an integral part of life. I don’t want to have to look around for another internet supplier as AGL service is great, but might be forced to
8 November 2024
Unprompted review
Reply from AGL Energy
Hello Mark,
Thank you for your taking the time to provide your feedback. We take service seriously, and our customer feedback is regularly reviewed by Management to improve the products and services we provide. If there is anything that we can assist you with, please feel free to reach out.
Kind Regards,
Natalie
Fast service and smooth installation…
Fast service and smooth installation service.
We are good on the first day and smooth sailing till two weeks later. We are very happy with it
3 November 2024
Reply from AGL Energy
Hi Francis, Thank you so much for your kind words! We're thrilled to hear that your installation went smoothly and that everything has been going well so far. We’re committed to providing a great experience, and it’s wonderful to know that you’re happy with the service.
If you have any questions or need assistance at any point, don’t hesitate to reach out. We’re here to help and ensure everything continues to go smoothly for you!
Thanks again for your feedback, and we look forward to supporting you moving forward. Cheers, Steve
Advertising $100 electricity bill…
Advertising $100 electricity bill credits for first bill which not applied to my account and i paid in full
1 October 2024
Unprompted review
Reply from AGL Energy
Hi Valid,
We are really sorry to hear you didn't receive your sign-up bonus.
Please contact us so that we can look into this for you https://www.agl.com.au/help-support/contact-us.
Kind regards,
Megan
Received a letter from AGL cancelling…
Received a letter from AGL cancelling our concession rebate on 24/10/2024. We remain on an elderly pension regardless of your letter and Centrelink have been notified or our new address. We originally doubted dealing with AGL as peoples experience regards AGL as a money hungry organisation without deference: We will be changing our Account.
25 October 2024
Reply from AGL Energy
Hi Arthur,
We are truly sorry to hear about this. Your concession eligibility is validated live with Centrelink.
If you feel you should still be eligible for an energy concession, please contact us, so we can fix this for you https://www.agl.com.au/help-support/contact-us.
Kind regards,
Megan
AGL 1 STOP HELP
Easy to stop one address and start another. people were helpful.
no fuss . no pain . no drama.
cheers.
23 October 2024
Reply from AGL Energy
Hello Leslie,
Thank you for your review!
We are glad to hear that you had a positive and seamless experience with moving properties.
If there is anything that we can assist you with moving forward, please feel free to reach out.
Kind Regards,
Natalie
Been with AGL since 2019
Been with AGL since 2019, they have no care towards loyalty at all, but that isn’t the problem, their online payment system for abn via the app keeps crashing, Enabling the smooth stream of paying and going ahead and adding late fees as I do not feel comfortable paying via sms link. You get staff calling from overseas threatening collection agencies yet when you explain there is an error with their system they have no clue what they are supposed to do to help, POOR SERVICE AND CUSTOMER SERVICE NEVER AGAIN.
23 October 2024
Unprompted review
Reply from AGL Energy
Hi R Wardi, We're sorry to hear about your poor experience. We currently do not have any known issues with our payment portal so this could be an isolated issue. We want to investigate this as a matter of priority to ensure this is resolved for you. Please reach us securely via agl.com.au/contact-us so we can look further into this. Cheers, Steve
Please connect the gas as soon as possible.
Thank you for quickly connecting the electricity. However, the gas is still in connection in progress. Please connect the gas as soon as possible.
22 October 2024
Reply from AGL Energy
Hi Younkgsik, We're glad to hear that everything went through smoothly with your electricity connection. Usually, it can take up to 15 business days for the gas distributor to provide us with the move-in meter reading done at your property. Once we receive the reading, the AGL app then gets updated to reflect "Connected". Hopefully the gas is connected at your property and you are able to use it. If not, please reach us securely via agl.com.au/contact-us to discuss further. Cheers, Steve
we just started last week
we just started last week, maybe back to review again after 2-3 months?
9 October 2024
Reply from AGL Energy
Hello Mei,
Thank you for your review!
If there is anything that we can assist you with moving forward, please feel free to reach out.
Kind regards,
Natalie
Shady Business Practices
Unfortunately my previous provider went into administration and I automatically got switched to AGL without any notice. When I got my first bill from AGL, I noticed they put me on their highest rate plan. I contacted support and asked them kindly to switch to the better value plan and get my last bill revised as I was switched without given any options. I was declined for a revised bill. I immediately switched to a different provider as I don't value doing business with a company with shady practices.
7 October 2024
Unprompted review
Reply from AGL Energy
Hi Phil, Thank you for sharing your experience with us. We sincerely apologize for the difficulties you encountered during your transition to AGL. It’s understandably frustrating to be switched without notice and to find yourself on the highest rate plan, especially when you were seeking a more favorable option.
We understand your decision to switch providers and appreciate you giving us the opportunity to address your concerns. If there's anything further we can do to assist you or if you have any questions in the future, please don’t hesitate to reach out.
Cheers, Steve
I am a new owner who needs electricity
I am a new owner who needs electricity, gas and internet rebuild, AGL gave me a quick and professional support in time, I really appreciate.
2 October 2024
Reply from AGL Energy
Hello Xinyang,
Thank you for your review!
I am glad to hear about your positive experience with setting up your energy and telco accounts.
If there is anything that we can assist you with, please feel free to reach out.
Kind Regards,
Natalie
SIMON SIPAITIS FROM AGL EMPLOYMENT…
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 everything. he is soo kind and has so much potential well done!!!
3 October 2024
Unprompted review
Reply from AGL Energy
Hi Mel, Thank you so much for your kind words! We’re thrilled to hear about your positive experience with Simon. His dedication to providing clear and thorough explanations truly reflects our commitment to outstanding customer service. We’re proud to have team members like him who go above and beyond to ensure our customers feel supported and informed.
If you need any further assistance, please don’t hesitate to reach out. We’re here to help! Cheers, Steve
Reply from AGL Energy
Hello Udeep,
I am sorry to hear about your experience, we value customer service and getting things right and have fallen short here.
If there is anything that we can assist you with, please feel free to reach out to us via one of the contact methods listed on our website www.agl.com.au/contact-us.
Kind Regards,
Natalie
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