Customers
Ombudsman complaints
We received, as anticipated, higher Ombudsman complaint volumes due in part to higher energy prices and cost-of-living pressures that customers are experiencing. From March onwards, volumes stabilised and have been trending downwards. To make it easier for customers to get in contact with us, we increased staffing in our contact centres, utilised AI for proactive communications and focused our efforts on ensuring that customer requests were addressed proactively and positively.
Reported figures represent complaints to the various state energy and water Ombudsman offices that are provided to AGL for resolution. Enquiries, complaints referred to other agencies or instances where the customer has been advised by the Energy & Water Ombudsman to contact AGL directly are not included. |
ActewAGL complaints are excluded. |
Data includes Ombudsman complaints related to Powerdirect and APG. |
Numbers are based on complaint figures provided by the Energy & Water Ombudsman Schemes of New South Wales, Victoria, South Australia, Queensland and Western Australia (gas). |
Data relates to the sum of Ombudsman complaints over the last 12 months divided by the average of customer numbers over the last 12 months multiplied by 10,000. |
Ombudsman complaint volumes exclude Telco complaints. |
Click Energy complaint volumes have been included from April 2021 onwards. While most schemes report these volumes under the AGL entity, some schemes continued to report them separately into early FY22. These Click Energy volumes have been included in the AGL total. |
Ombudsman complaint volumes exclude Ovo Energy Australia. |