How to file a complaint and get quick results from

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.
    
    
• 📝 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
    
    
• 🚨 Priority Cases (e.g. hardship, disconnection risks) are fast-tracked.
  
  

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.