I have had very poor internet download speeds for a few weeks and decided to contact AGL Tech support. I waited for about 20mins before someone eventually answered. The person was of the indian sub... See more
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Review summary
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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
Company replied
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
I just signed out from AGL and joined another electricity provider keeping the AGL staff on hold because they kept bothering me a lot by calling too many random times. They setup call center in South... See more
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Company details
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
4K reviews
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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.
October 23, 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.
October 22, 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?
October 9, 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.
October 7, 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.
October 2, 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!!!
October 3, 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
Rotten company
Rotten company. Want everyone to know.
Profiteering is an undrrstatement
Actually one star is not what i want to give but a 0
September 1, 2024
Unprompted review
Reply from AGL Energy
Hi Ann,
We are sorry to hear about your experience and want to assure you we are here to help.
If you need any further assistance, please do not hesitate to contact us https://www.agl.com.au/help-support/contact-us.
Kind regards,
Megan
very quick turnaround
September 23, 2024
Reply from AGL Energy
Hi Rhia,
We are so happy to hear this positive feedback.
Thank you for choosing AGL.
Kind regards,
Megan
Reply from AGL Energy
Hello Shawon,
Thank you for your review!
We are glad to hear that you had a positive experience.
If there is anything that we can assist you with in the future, please feel free to reach out.
Kind Regards,
Natalie
Prompt action upon online request to…
Prompt action upon online request to relocate services
September 10, 2024
Reply from AGL Energy
Hello Krishnadasa,
Thank you for your review!
We are glad to hear about your positive experience with relocating your services.
If there is anything that we can assist you with in the future, please feel free to reach out.
Kind Regards,
Natalie
Do not request a connection online
The property was not connected on the date requested and had to follow up multiple times to get the issue rectified. The property was connected two days later. No one on support seemed to no what was going on during the whole process so ended up contacting complaints. Apparently If I had phoned to start the process rather than use online tools, the process would have been smoother
September 9, 2024
Reply from AGL Energy
Hello Darren,
I am sorry to hear about the poor experience with getting your supply connected. I can appreciate how frustrating this would have been to follow up on the connection multiple times and apologise for any inconvenience caused.
We value customer service and getting things right, and it is disheartening to hear that we had missed the mark here.
If there is anything that we can assist you with moving forward, please feel free to reach out to us.
Kind Regards,
Natalie
The worse energy company from good to…
The worse energy company from good to worst in only few years. Their Solar Energy buy back is ridiculous and their fees are abusive.
I produce four times more than I use and. they still charge me double for charcoal energy and buy from me clean energy.
The CEO is completely unfit to manage that company any longer.
September 8, 2024
Unprompted review
Worst service ever
Worst service ever. People who work there so incompetent
September 3, 2024
Unprompted review
Reply from AGL Energy
Hi Alexander,
I'm really sorry to hear about your experience. It’s frustrating when service doesn't meet your expectations. We’re here to assist you and can help you with your enquiry. Simply reach out to us via: agl.com.au/contact-us.
Regards
Thomas.
Obviously don't care
Very simply, my gas is still not connected after 10 days of waiting and 1x follow up call.
August 30, 2024
Reply from AGL Energy
Hi Steven, We're truly sorry to hear about the delay with your gas connection and the inconvenience it’s caused. Waiting for such an essential service can be incredibly frustrating, especially when it’s been extended beyond what was expected. We want to look further into this as a matter of priority. Please reach us securely via agl.com.au/contact-us.
Cheers, Steve
My account was charged three times for same bill
Over charged three times for same bill. An hour and 15 mins on live chat... no answer to my question why I was charged $612 instead if $204. All chat messages were read..no reply. In 1hr 15 min of chat I got one reply. "Sure" that's it.... I replied sure what? Can you help answer my question? No reply. One hour 15 mins later no reply and then get connection error. Even though my Internet is perfect! Awful customer service. No explanation for high "other charges" on gas bill. Worst company. They also only offer 40% discount, which they add back on with unexplained "other charges" kleenheat offer 70%. My friends bill with kleenheat is more than half the amount as my bill with same usage as mine. Stay away from AGL. Save yourself the stress. Also still no refund for the overcharging of $408. I have screenshots of the chat messages for proof of read times and the one weird answer of "sure"
August 26, 2024
Unprompted review
Reply from AGL Energy
Hi Tara, I’m deeply sorry to hear about your experience with overcharging and the poor customer service you’ve encountered. It’s unacceptable that you’ve been overcharged and faced such inadequate support while trying to resolve the issue.
Your situation is clearly frustrating and unacceptable, and we should have addressed your concerns more effectively. We want to make this right. To securely assist with your enquiry, let’s move our conversation to AGL Neighbourhood, where we're committed to resolving any concerns, you may have. Please access our secure platform: https://neighbourhood.agl.com.au.
Thank you for bringing this to our attention. We genuinely value your feedback and are committed to improving our service based on your experience.
Cheers, Steve
Worst customer service over charging no…
Worst customer service over charging no help stay away from AGL
August 23, 2024
Unprompted review
Reply from AGL Energy
Hi Benjamin,
We are truly sorry to hear about your experience and want to assure you we are here to help.
If you need any further assistance, please do not hesitate to contact us https://www.agl.com.au/help-support/contact-us.
Kind regards,
Megan
AGL can't solve technical issue with…
AGL can't solve technical issue with internet. Over a month problems with wifi, 7 calls, no solution, and after promising to send new modem asap, we found out that they did not send it but again monitor our internet (which did not work for the last month).
We have enough - terminating our 5 accounts, 1 for internet and 2 each gas and electricity, as that level of customer service is unacceptable. I don't care they are the cheapest - simply not worth it.
August 22, 2024
Unprompted review
Reply from AGL Energy
Hi Michael, We’re truly sorry to hear about the ongoing issues you’ve experienced with our service and the lack of resolution despite your repeated attempts to get help. It’s unacceptable that you’ve been left without a functional internet connection for so long and that we failed to follow through on our promises. We understand your frustration and disappointment, especially given the inconvenience this has caused.
Your feedback is invaluable, and we want to ensure that we learn from this situation to prevent similar issues in the future. If you decide to proceed with terminating your accounts, we respect your decision and will make the process as smooth as possible for you. If there’s anything more we can do to address your concerns or if you have any further questions, please let us know. Cheers, Steve
Thanks to Ms Harry
Big thanks to Ms Harry for her kind help. She was patiently guiding me through all my questions and made sure I understood the procedures of abolishing a gas meter. I hope whenever I have an inquiry Ms Harry would be there to help.
August 9, 2024
Unprompted review
Reply from AGL Energy
Hi Belinda, We're glad to hear that you've had an amazing service from our Advisor Harry. We will strive to continue supporting you and providing the best service. Cheers, Steve
Worst call centre ever
Worst call centre ever, im a very large business customer and they have absolutely no understanding of how to conduct business. Even if they are cheapest strongly recommend to not bother - go elsewhere.
August 7, 2024
Unprompted review
Reply from AGL Energy
Hi Julian, I’m truly sorry to hear about your recent experience with our call center. Your feedback is very concerning, and I understand how frustrating it must be to feel that your needs aren’t being met, especially given the scale of your business.
We strive to provide top-notch service and support to all our customers, and it's clear from your experience that we fell short.
If you’re open to it, we would like to discuss your concerns in more detail and work to make things right. Please reach us securely via agl.com.au/contact-us. Thank you for bringing this to our attention, and I hope we can regain your trust.
Cheers, Steve
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