How to contact

AGL

 customer support fast

AGL is one of Australia’s largest energy retailers, serving millions with electricity, gas, internet, and mobile services. AGL offers 24/7 customer support through multiple channels: phone (131 245), live chat, mobile app, online account portal, and even a customer forum called AGL Neighbourhood.

Their round-the-clock phone service is especially valuable - day or night, someone is there to help. AGL also supports vulnerable customers through hardship programs like "Staying Connected" and committed $70M to support initiatives in 2023. While some customers report long wait times or complex billing, AGL is known for its accessibility and is continuously improving its service quality.

AGL customers commonly report:

• Billing confusion – especially with estimated reads, complex charges, and unexpected bill increases.
  
  
• Hard-to-reach support – despite 24/7 access, some customers struggle with long wait times or chatbot loops.
  
  
• Inconsistent agent knowledge – live chat agents sometimes lack expertise, leading to delays and frustration.
  
  
• Account switching errors – like being billed after switching providers, or disconnection fees causing confusion.
  
  
• NBN/internet issues – slow speeds, modem delivery delays, and difficulty reaching tech support.
  
  
• Complaints handling delays – cases may drag on until escalated to a formal complaint or Ombudsman.
  
  

These issues reflect common challenges across energy retailers, but AGL typically resolves them when customers persist or escalate through proper channels.

• 📞 Call 131 245 (24/7) – For residential and small business queries.
  
  
• 💬 Live Chat – Login to your AGL account online or via app to access chat with the AGL Assistant or a live rep.
  
  
• 📱 Mobile App – Manage bills, usage, and requests via the AGL app, available on iOS and Android.
  
  
• 🌐 Online Account Portal – Use AGL My Account to self-service and message support.
  
  
• 📧 Email/Written Contact – Use the online contact form or reply to previous support emails.
  
  
• 💬 AGL Neighbourhood Forum – Post questions for public support or moderator responses.
  
  
• 🔌 Emergencies – Call 000 for life-threatening issues. For outages/gas leaks, contact your local distributor (listed on AGL’s site).
  
  
• 🛠️ Moving Home? – Call or use AGL’s moving support online (ideally 3+ days before your move).
  
  

Top tip: Have your account number and recent bill handy to speed things up

• No lock-in contracts – Most AGL plans are flexible with no exit fees.
  
  
• 10-day cooling-off period – Cancel within 10 business days after signup with no penalty.
  
  
• Disconnection fees – AGL passes on distributor disconnection costs (~$40–$70).
  
  
• Late fees – Typically $12–$15, but often waived for concession/hardship customers.
  
  
• Hardship support – “Staying Connected” offers tailored payment help, pause on collections, and bill advice.
  
  
• Refunds – Overpayments or credits refunded via original payment method or direct deposit.
  
  
• Billing reviews – Customers can request meter tests and bill reassessments.
  
  
• Price changes – AGL provides advance notice of any rate adjustments.
  
  

All policies follow energy regulations and aim to keep things fair and transparent.