How to complain to AGL and get real results
We’ll help you file a complaint with AGL and push for a real response.
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.
Real complaints submitted through Ajust
AGL connected someone else's electricity meter to my bill - for seven years. I live alone, and only realised when Strata opened the meter box. I’ve overpaid thousands of kWh I never used, and now I’m chasing a refund I should never have to fight for. - Xiaoliang
My electricity was cut off even though I had a payment arrangement in place. AGL said it was because the plan wasn’t “official.” I lost all my food, had to shower in the dark, and missed calls from my partner in prison. I’m devastated by how they treated me. - Eloise
After moving, I asked AGL to disconnect my old address. They said it would happen on July 11. It didn’t. Seven days later, I noticed the account was still active - and I was charged $233.92 for electricity I didn’t use. Now I’m stuck paying for someone else’s power. - Kyle
I called AGL repeatedly about my high gas bills, which didn’t make sense given I only have one gas hotplate. I barely cook twice a week. As a disabled pensioner, I can’t afford to pay for usage I’m not even making. Something doesn’t add up. - Pauline
How other AGL complaints got 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.
AGL Complaints FAQs
What’s the fastest way to lodge a complaint with AGL?
Call AGL on 1800 775 329 during business hours - this is the fastest way, especially for urgent issues like disconnections. You can also email them (complaints@agl.com.au for energy or telcocomplaints@agl.com.au for telecom) or use their online form for a written record. Make sure to mark your issue as a formal complaint and include your account number and key details.
What happens after I submit a complaint to AGL?
You’ll receive an acknowledgment within 2 business days (immediately if by phone), then your issue is reviewed by the Complaints or Resolutions Team. Simple issues may be fixed in days; complex ones can take up to 15 business days. You’ll be kept updated and given a formal outcome, such as bill adjustments, service fixes, or a written apology.
What are the most common complaints made against AGL?
AGL customers often report billing errors, overestimated reads, poor service, wrongful disconnections, and unreliable internet. Plan changes and solar feed-in adjustments also cause frustration. Being clear and specific when citing these common issues can improve your complaint’s effectiveness and resolution speed.
How do I escalate a complaint if AGL doesn’t respond?
If AGL hasn’t resolved your issue within 10 business days, ask for a complaint manager and mention your reference number. You can also submit a written escalation. Still stuck? Escalate to your state’s energy ombudsman (e.g. EWON, EWOV) or the Telecommunications Industry Ombudsman for internet/mobile issues. These services are free and often speed up results.
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