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AGL

Australia Energy

AGL customer service and complaints

Electricity, gas and solar

Provisional entry Checked 2 Nov 2026 AGL Energy Limited
13 12 45 Support site

AGL is one of Australia's largest energy retailers, selling electricity, gas and solar. Customer service handles billing and accounts; unresolved complaints can go to the energy ombudsman for your state.

Step one

Ways to contact AGL

Customer service Primary

13 12 45

Mon–Fri, 8am–6pm

Billing, accounts and service.

Call

Live chat

AGL chat

See site for hours

Use the chat option on the contact page.

Open

Check for an outage before you call: service status page.

Step two

How to complain about AGL

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Open a complaint with AGL

    Straight away, especially before a disconnection date

    Contact AGL and ask for a formal complaint. Give the account number, dates and the remedy you want. Record the reference number and the agent's name.

    Use the phone or online complaint form on this page.

    Ask for a hold on collections while the complaint is investigated.

  2. 2

    Stage 2

    Put the dispute in writing

    Allow 10 business days

    Send a written summary with meter readings, bills and the outcome you want. Ask for a response within a set period and keep a copy.

    Email or use the retailer's complaint form.

    Photograph the meter on the day you send the letter.

  3. 3

    Stage 3

    Escalate to your state energy ombudsman

    After the retailer's response, or sooner if disconnection is imminent

    Each state has a free dispute-resolution scheme: EWON in NSW, EWOV in Victoria, EWOQ in Queensland, and the Ombudsman in WA, SA and Tasmania. They can order remedies within their rules.

    Find the scheme for your supply address and submit your evidence online.

    Ask whether the ombudsman can pause a disconnection while the case is open.

  4. 4

    Stage 4

    Report systemic issues to the AER

    Any time

    The AER enforces the National Energy Retail Rules and can investigate retailer conduct. It does not resolve individual disputes or award compensation.

    Use the AER's reporting route after the ombudsman stage.

    Patterns across many customers are more likely to trigger enforcement.

Step three

Formal complaint letter template

Formal complaint letter template (Australia energy). Copy it, fill in the bracketed fields and keep a dated copy.

Template
[Your name]
[Your address]
[Your email]
[Your phone]

[Date]

AGL
Customer Complaints Team

Account number: [account number]
Supply address: [supply address]

Dear Complaints Team,

I am writing to make a formal complaint about my electricity / gas account.

What happened

[Explain the billing, meter, outage, hardship or service issue and give dates. Include meter readings and amounts in dispute.]

What I want

[State the remedy you want: corrected bill, refund, payment plan, restoration of service or compensation.]

Please respond in writing by [date, at least 10 business days]. If the issue is not resolved, I intend to contact the energy ombudsman for my state.

Yours sincerely,

[Your name]

Send it by a method you can prove — email with read receipt, or tracked post — and keep the reference number.

If it is not fixed

Escalate to the regulator

Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.

AER Australian Energy Regulator Australia — energy The Australian Energy Regulator enforces the National Energy Retail Law and Rules and monitors the wholesale energy market. It is a market regulator,… Make a complaint Details

Questions

AGL FAQ

How do I complain to AGL about a bill?

Call 13 12 45 and ask for a billing review and a formal complaint reference. Send meter readings and the bill in writing. If it is not resolved, contact the energy ombudsman for your state.

Can AGL disconnect me while I have a complaint open?

Rules vary by state and hardship status. Contact AGL immediately, ask for a payment plan or hardship assistance, and contact your state ombudsman if disconnection is threatened during an open complaint.

Which energy ombudsman covers my address?

Use the scheme for your supply address: EWON (NSW), EWOV (Victoria), EWOQ (Queensland), Ombudsman WA, Ombudsman SA or the Tasmanian Ombudsman. The retailer must tell you which scheme it belongs to.

Can I get help before my power is disconnected?

Yes. Contact the retailer immediately, ask about hardship assistance and a payment plan, and contact your state ombudsman if the retailer will not help. Do not wait for the disconnection date.

Can I go to the ombudsman before the retailer responds?

Usually only if the retailer refuses to help or has closed the complaint. Otherwise, give it a reasonable opportunity to respond. Keep the complaint reference and a dated record of every contact.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 2 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

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13 12 45 Steps Letter