AGL Energy Reviews 3,515

I have been trying to connect power to my property for three days now. I’m currently on the fourth attempt to contact AGL and ask them to sent a connection request to United Energy. United Energy STILL haven’t received anything. Every time I speak to AGL they say they have sent another request and haven’t. They have not spoken to United Energy directly even though this has been requested. I am sat day four in my flat without power. It’s absolutely ridiculous. I would not be using this service again.

Has to be one be of the worst companies when it comes to customer service.

They recently changed my plan to a monthly one, without consulting me, and changed me to a plan with higher rates than the quarterly plan I was on. They did send an email later that I found which noted they may have a cheaper plan available, if I’d like to consider it. Why switch me to a more expensive plan without consulting with me and not switch me to the more economical plan to begin with?

On top of that, the constant calls that come from their accounts team as soon as a bill is overdue by as little as 2 days, at all times of the day and night. Half the time the call hangs up even if you answer it and when there is a person on the other end it sounds like a scam caller. No thanks!

I’ve switched to an alternate provider.

Absolutely shit house, completely incompetent at their jobs.

Rude and poor customer service, fails to call back about issues, fails to pass on information and entirely directionless. I would be embarrassed to work for or even associate with AGL.

Stay far away. I would never use their services again even if you paid me to.

I received an email to say that connection would happen on a certain date and I could check the progress thru a link. I checked and rechecked via the link multiple times throughout the day and there was no progress only to call at 5:15pm and find out I needed to go turn on a valve! Do better with your instructions, move in day in stressful enough without having this also.

The set up was simple and quick. I’m pretty happy with the virtual power plant option that is available for battery owners.

We have been customers of AGL for 12 years and have been reasonably satisfied with their service until the recent rapid escalation of prices.

But the thing we are most disappointed with is the miniscule declining AGL feedback tariffs on solar electricity that we are credited with for solar electricity we feed to the grid.

When we started using solar just over a year ago the AGL feedback tariff was 7.5 cents per kWh which was already a fraction of what we pay AGL for usage. That within a couple of months dropped 50% to 5 cents while what we have to pay AGL for usage increased substantially and now it’s down to 4 cents while we have to pay 33 cents per kWh for what we buy from AGL. That is more than 8 times what they pay us per kWh. How is that justified?

In Scotland, where electricity is equally expensive, the off peak feedback tariff for solar during peak periods is £0.27 or about 54 cents and £0.09 or about 18 cents during off peak.

Note: AGL (and other retailers) until recently have not offered higher feedback tariffs during peak periods despite the obvious benefits of matching supply to demand.

AGL now offer 25 cents per kWh in the form of ”gift cards” for solar feedback during peak periods but to qualify you have to pay a much higher rate of 38 cents per kWh for usage and you have the inconvenience of a “gift card” rather than a simple credit on the AGL bill which is the way the standard 4 cents tariff is credited.

Why not just credit the bill as per the 4 cents for off peak? I imagine it is because AGL knows people won’t fully use their “gift cards”.

And please note that at 25 cents AGLs peak feedback tariff is less than half that in Scotland where solar is very proactively encouraged by the utility companies.

The federal government has been very proactive and generous in encouraging uptake of solar batteries with the recent introduction of large subsidies for purchase of a battery. It is high time AGL and other retailers do their part to actively promote the feeding of solar energy to the Grid during peak periods with more generous peak feedback tariffs. That would help avoid any wastage through oversupply of solar during off peak. The peak rates should just be credited to the AGL bill without the unnecessary diversion to “gift cards”. Furthermore AGL should not charge higher rates for usage in their solar plans that have higher feedback rates for feedback to the grid during peak periods. And feedback tariffs should be stepped up (not down) in line with their rising usage rates.

Frustrating billing and customer service!
I had a previous issue with how AGL managed invoices. I actually got the Ombudsman involved - AGL's invoicing process had created the problem. After that experience, I did everything I could to ensure I would have no issues. I had automatic payments and bill smoothing... I had a credit of $600 on the account, which I left in place so I wouldn't have any billing problems.
So, when this most recent issue occurred, my frustration level was already high.
I had a rural property with two connections to the same property on the same account.
I recently sold the property. I received the FINAL bill notifying me that I had a refund due. I organised the refund, and it was processed without any issues. So, I think everything is now complete. [image me dancing with delight because I never have to deal with AGL again... ] Then I get a reminder for an overdue bill?! So I try calling the number on the email notice, but it's no help. I can't get an actual person; they just want payment. So I try calling a different number... still can't speak to a person... the phone menu tells me to go to chat! So I go to chat, get past the AI, and eventually get a person... so after a whole lot of typing... the person confirms what I suspected... AGL was too poorly organised to settle both connections at the same time... I still don't understand why the bill wasn't paid automatically... I had done everything I could to avoid billing problems. AGL create problems... and then makes the process of resolving them so painfully long-winded and frustrating...

AGL accidentally charged me for a property I'd moved out of for a year, costing me $1,600 until I noticed a year later. I have written proof of them agreeing to close my account in the previous residence and replace it with an account for the new one. When I did catch this, I requested a full refund, agreed upon with a manager in their customer service centre, only to receive just a text stating they were crediting my other account.

First of all, I didn't agree that, we only agreed a refund, second of all, that's sneaky business practices. Why would I want to stay with AGL after this experience for potentially 2+ years more with all that credit? Absolute garbage electricity provider like them all, one of the most predatory, basket-case industries in Australia. Although I'd advise avoiding AGL at all costs, unfortunately all the other options are equally as awful...

Great website, excellent customer service and all that was promised regarding connections was accurate and on time

We have Electricity, and that is fine ,but trying to get connected to broadband,is a bloody night mare ,there overseas, operator s make telstra look good
Have been with AGL but this part is a whole new world ,all these section ,only suppose to take a few minutes to sigh up ,it's taken several days ,and thinking about pulling out ,,they are shockers, and now promised the latest upgraded Modem ,got superseded, model shocking reviews never advised and charged the same price ,and told if cancel i have broken contract ,not them for promising the best ,upgraded model and sending me a old model ,stay away

we just got connected to agl. We are very happy with the lady who helped us more than 1hour.
The lady is a indian lady very good in her customer service

Numpty's - I ask for a cut-off date for electricity and gas and then I get an email with the wrong date on it - by more than a month!!!!

Last winter $900 bill average 32kw per day. This winter $1150 bill average 30kw per day
Also cleaned the 5.1kw solar and solar hot water for first time in 10 years but still my bill went up $250…
AGL blamed us having a “bad plan” yet we call up every quarter and get put on the “best plan” they have. Scammers

And how's the reply all "compassionate" like they care when I did complain I was told it was because I wasn't on a "good plan" in other words they know they are ripping me off and won't do anything about it

Horrible service, 2 weeks and they still have not connected my power and tells me a different excuse each time. Does not follow up and requires you to call them yourself to find out details. Would not trust.

Terrible Service. Trying to connect Internet for the third week in a row.
1) Call Centre Outsourced to India
2) Large Communication Delays while on a live call
3) The team asked me to send a picture, than asked to convert the picture to PDF (from my mobile) explaining that they can do only that much with the comuter they have ( probably virtual desk with very limited functionality)
4) LAst call - took 40 minutes to attach a serial number to the case
5) The offshore reps can't answer a single answer straight. Feel genuienly bad for them
6) One more: When you're sitting on hold no background music, for over 15 mintues was trying to guess whether I am still on a line or got hanged on.

very expensive electricity and gas, I was with AGL for more than 2 years,Gas bill - 500 plus in winter season,
we slept in living room, so that only one heater is used, still the bill - AUD 534 and then we moved out and the bill for 20 days less was still AUD 466,
With Electricity, monthly bill- AUD 250 usually, and when we moved out, the last bill was AUD 1571, they added some disconnection fee, complaint to EWOV,
Now after receiving my bill with another Energy and Gas company, I realized how I was being ripped off with AGL.
I din;t recommend them, never going to go with them and all my whats app community group, need to relay the corrupt practices of AGL.

Very easy and nice friendly staff