According to AGL, keeping warm shouldn’t burn a hole in your pocket. AGL is publicly traded at the Australian Stock Exchange as AGL under the energy and utilities industry. It is the largest and second oldest listed ASX owner, operator and developer of renewable energy generation in the country. AGL is an elite S&P/ASX 50 company. With almost 3, 500 employees as of 2016, the company announced revenue of $11.50 billion. It currently serves more than 3.5 million customers across Australia.
Since 1837, AGL Energy has been providing Australians with energy products and services. AGL’s energy products include energy, natural gas, wind power, hydroelectricity, and coal seam gas. Its energy services include electricity generation, electricity distribution, electricity retailing, and natural gas distribution and retailing. This 180-year history of AGL makes the company at the forefront of Australia’s energy innovation. Starting as The Australian Gas Light Company, it turned on Sydney’s first gas street lamp in 1841 and launched the world’s largest power plant in 2016.
Now, AGL has a diverse power generation portfolio. This portfolio includes a base, peaking and intermediate generation plants. The energy sources include traditional thermal generation, natural gas and storage and renewable sources such as hydro, wind, landfill gas, solar and biomass.
AGL has always led in energy innovation and technology by providing renewable energy solutions. AGL has two key strategic imperatives that they are committed to: (1) prospering in a carbon-constrained future and (2) building customer advocacy.
Following a review of gas assets, AGL made a strategic decision that exploration and production of natural gas assets will no longer be a core business of the company. This is because of the volatility of commodity prices. AGL CEO Andy Vesey announced that the company would focus on its core competencies in order to meet changing customer needs and expectations. Andy Vesey, Chief Executive Officer knows what he’s talking about as he has over 30 years’ experience in the energy industry.
AGL is one of the biggest energy companies in Australia. It strives to change Australia’s energy future. Some of its innovative initiatives are Yalumba, South Australia’s generation of 2,000 watts of electricity with a solar installation in their vineyards. This initiative saves 1,100 tonnes of CO2. Another energy initiative of AGL is the world’s largest virtual power plant that has 1,000 connected batteries installed in businesses and homes in South Australia. With over $3 billion worth of energy investments, this includes AGL’s Nyngan and Broken Hill solar plants.
AGL also has an Affordability Initiative which aims to improve customer experience, including an investment of $6 million over the next three years, particularly for hard-up customers.
AGL Customer Service
The business definition of AGL is geared towards its customers, which is at the heart of everything that they do. AGL’s statement ‘Harness insights to enrich the customer’s energy experience’ makes them prioritize their customers’ well-being. AGL also contribute to and support the communities where it operates.
AGL has four commitments and promises to its customers. (1) to deliver quality service; (2) to provide value for money; (3) to understand their needs and meet them; (4) to be there with answers when needed. AGL assures its customers that these are not empty promises because they seriously have a tool that measures these four commitments and publishes them in their annual Sustainability Report. Part of AGL’s passionate customer support is arranging informal customer discussions.
AGL’s residential energy plans include Electricity and Gas Plans and Solar Energy Plans. For business customers, AGL Energy Services include solar energy, Boilers, Electric Vehicles, Power Factor Correction, Lighting, and Alternative Fuels. AGL serves both large and small and medium businesses.
AGL Electricity and Gas Plans for the home includes energy price factsheets that assist customers in knowing different tariff rates so that they have an idea how much they need to pay for electricity and gas consumption. NSW Electricity Plans include AGL Savers, AGL Everyday, and AGL Savers Plus. All these plans have flexible billing options, 12-month energy plan period and a variable rate. There are two NSW Gas Plans, AGL Savers and AGL every day. Plan details with monthly billing and eBilling and a 12-month energy plan period. AGL Savers has variable rates and AGL Everyday has fixed rates.
AGL’s solar energy plans for homes and businesses include an energy ecosystem that aims to give customers the power to harness and monitor their renewable energy source. AGL creates tailored solar solutions for homes and businesses, depending on their needs and preferences. Their solar products include solar panels and inverters, energy storage, the solar monitoring and solar smart plan.
AGL is taking concrete steps towards reducing greenhouse gas emissions and also provides its customers with secure and affordable energy.
AGL has made power payments easier, which is important for the company so that customers will not have the shock of a high bill. Customers are able to access their own power management bills with their own simple smartphone app which can be downloaded from Google Play or the App Store, depending on the mobile device.
Some of AGL’s bill shock initiatives for home customers are consideration of peak period when heating, cooling and other seasonal factors come into play. Projected energy consumptions are also made based on a customer’s history and rounded off into identical payments, so there are no peaks and valleys. For new customers, AGL gets energy consumption history with a demographic snapshot and calculates accordingly. Customers also get to choose payment frequency – weekly, fortnightly, or monthly instalments.
The AGL mobile app can tap into customers’ digital smart meters, which gives updates on energy usage. The My Account portal on the app or AGL website gives a complete picture of energy consumption in a customer’s home. Customers with AGL Solar Command can access real-time solar production versus its potential.
AGL’s Energy App is made for an AGL customer who wants to track their electricity and usage details, view their account balance online, view their current and historical bills, and pay their bills on the go through their credit card or PayPal. For customers with digital meters, they can also view their electricity usage daily, monthly, weekly, or yearly through the app. They can also set usage alerts.
Customers have a chance to support clean energy sources with AGL Green Choice. This will reduce the impact on the environment, and it is an affordable choice from as low as $1.10 per week.
AGL Phone Number
AGL contact numbers are geared towards serving its customers and supporting them in any way they could.
Customers can call AGL Anytime, 24 hours a day, 7 days a week with this hotline number: 131 245.
Here is a list of other AGL contact numbers for other specific enquiries:
|General Enquiries||131 245||Available 24/7|
|Help for Emergencies and Outages Home (New South Wales)|
|Gas – Distributed by Jemena Gas Networks||131 909|
|Electricity –Distributed by Endeavour Energy||131 003|
|Electricity –Distributed by Ausgrid||131 338|
|Electricity – Distributed by Essential Energy||132 808|
|Hot Water Emergency –Distributed by Appliances and Tradespeople||132 404|
|Residential Gas and Electricity Enquiries||131 245
+613 8633 6000 (from overseas)
|Gas Supply and Meter Problems||131 245||Available 24/7
Call this number for the following problems:
|Customer Service for Electricity and Gas Plans (Home)||1300 710 681||Available 24/7|
|Residential Hotline – Solar Monitoring||1300 377 118|
|Investor Relations Manager Nicole Rizgalla||Direct: +61 2 9921 2691
Mobile: 0400 488 836
|Senior Media Manager
|Direct: +61 2 9921 2170
Mobile: +61 0 424 465 464
|Bill Payments||1300 657 386|
|AGL Appliances and Tradespeople||131 766|
|Water Emergencies||131 766|
|Hearing Impaired Customers||133 677||Phone National Relay Service and quote 131 245|
|AGL Solar||1300 377 118|
|AGL Green Choice||1300 740 041||Available 24/7|
AGL customer service provides customers with answers to frequently asked questions. Some examples of frequently asked questions are, ‘What should I do if there is a gas leak?’ and I‘m experiencing trouble with my hot water service, what should I do?’ Other important FAQs with very useful answers pertain to online scams and estimated bills.
The AGL website has a community page that has discussions about various topics, knowledge base and blogs so that customers can access answers to their questions anytime. This online community is collaborative and respectful of each other, and its only aim is to provide much needed AGL-related information to other users.
AGL also has online chat support for important enquiries. An AGL representative is ready to chat with customers 24/7.
AGL is also on social media. Like AGL on Facebook (AGL Energy), where a customer service representative will assist with enquiries and concerns from 6:00 AM to 11:00 PM. Customers can send a message through a Facebook messenger (@aglenergy). AGL is also on Twitter. Customers can also send a tweet to @AGLenergy. To watch original videos, customers can subscribe to AGL’s YouTube Account (AGL Energy). AGL’s LinkedIn account is AGL Energy. For important industry updates and information, subscribe to the AGL blog (http://aglblog.com.au/).