How to file a complaint and get quick results from AGL
How to submit a complaint with AGL
If you’ve hit a snag with your AGL electricity, gas, internet or mobile service, here’s how to lodge a complaint fast and effectively:
- 📞 Call AGL Complaints Line: 1800 775 329 (Mon–Fri, 8am–6pm AEST). Ideal for urgent issues like disconnections or outages. Just tell the rep you want to make a formal complaint.
- 📧 Email Your Complaint:
- For energy issues: Complaints@agl.com.au
- For telco issues: TelcoComplaints@agl.com.au
Include your account number, a clear description, and mark it as a formal complaint.
- For energy issues: Complaints@agl.com.au
- 📝 Online Complaints Form: Use AGL’s online form via their “Contact Us” > “Complaints” page. It ensures all key info is captured upfront.
- 💬 AGL Chat & My Account Messaging: Via the AGL website/app. Mention explicitly that you want to lodge a complaint for it to be formally recorded.
- 📱 Social Media: Public posts can prompt faster attention, but never share private info publicly. Ask AGL to follow up via DM.
📝 Pro Tip: Include reference numbers, dates, invoice copies, or screenshots to speed things up.
Once you lodge a complaint:
- 🔔 Acknowledgment: You’ll get a confirmation. Immediately if by phone, or within 2 business days via email or online.
- 🕵️ Investigation: AGL’s Complaints or Resolutions Team investigates. Simple issues may be fixed in 1–2 days; complex ones within 10–15 business days. They’ll keep you informed.
- 📞 Ongoing Contact: Expect updates and clarifying questions from the resolution agent. You can always follow up with your complaint reference number.
- ✅ Resolutions Might Include:
- Bill corrections or credits
- Apologies or goodwill gestures
- Service reconnections or technical fixes
- Bill corrections or credits
- 🚨 Priority Cases (e.g. hardship, disconnection risks) are fast-tracked.
Common complaints against AGL
These are the top themes AGL customers report:
- High Bills or Billing Errors: Often caused by estimated readings or incorrect meter data.
- Estimated Meter Reads: Especially frustrating for new occupants or homes with inaccessible meters.
- Customer Service Frustrations: Long wait times, dismissive reps, or unclear updates.
- Disconnections or Service Outages: Especially for vulnerable customers or those with urgent needs.
- Internet Reliability Issues: Downtime or slow speeds with AGL broadband.
- Account or Tariff Changes: Complaints about solar feed-in rates or unexpected plan adjustments.
🧠 Knowing these patterns helps frame your complaint clearly and improves chances of quick resolution.

Got an issue with AGL? Send your complaint instantly!
Real AGL complaints and how they were resolved
Overestimated Bill Fixed: One customer showed a photo of their meter to challenge a $900 overestimate. AGL corrected the bill and apologised.
Wrongful Disconnection: A hardship program participant was mistakenly cut off. AGL restored service fast and paid compensation.
Billing Dispute Resolved via Ombudsman: After poor follow-up, a customer escalated and received a refund plus a goodwill credit.
Not getting traction? Escalate with confidence:
- 🧑💼 Ask for a Complaint Manager: Request a case manager or escalation review.
- 📨 Use Your Complaint Reference: Mention it clearly to track and push for updates.
- ✍️ Submit a Written Escalation: Outline what’s happened and request priority handling.
- ⚠️ Mention the Ombudsman: This often fast-tracks your case internally.
⏱️ If you’re still stuck after giving AGL time to respond (e.g. 5–10 business days), go external. There's no need to wait indefinitely.

If AGL can’t resolve it, these bodies can:
- 💡 For Electricity & Gas:
- NSW (EWON): 1800 246 545
- VIC (EWOV): 1800 500 509
- QLD (EWOQ): 1800 662 837
- SA (EWOSA): 1800 665 565
- NSW (EWON): 1800 246 545
- 📶 For Internet & Mobile:
- TIO (Telecommunications Industry Ombudsman): 1800 062 058
- TIO (Telecommunications Industry Ombudsman): 1800 062 058
- 🛡️ For Regulatory Breaches:
- AER: aer.gov.au
- ACCC: accc.gov.au
- ACMA: acma.gov.au
- AER: aer.gov.au
These are free, independent, and highly effective. Mentioning them to AGL often spurs faster resolutions.
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