AGL Energy Customer Service: Billing, Outages & Complaints

AGL is one of Australia’s major energy retailers and also offers internet, mobile, solar, battery, electric vehicle, and related home-energy services. Customers may need support for an electricity or gas bill, payment, moving service, meter issue, credit refund, financial hardship, power outage, solar credit, internet or mobile problem, account access, or unresolved complaint.

For general AGL customer service within Australia, call 13 12 45. AGL currently says contact hours depend on the type of enquiry. For many routine account tasks, AGL recommends using My Account or the AGL app.

How to Contact AGL Customer Service

AGL’s current general customer-service number is 13 12 45. The correct support hours can depend on what you need help with, so AGL no longer publishes one universal schedule for every customer-service enquiry.

AGL says the easiest way to get support for many everyday issues is through the AGL app or My Account. Customers can also use online chat and the AGL Assistant.

The AGL Assistant is available online 24/7 for many routine questions and can route customers to additional help when required. Availability of a human representative can differ from the automated assistant’s availability.

What to Have Ready Before Contacting AGL

• Your AGL account number
• Name on the account
• Service address
• Recent electricity, gas, internet, or mobile bill
• NMI or MIRN when relevant
• Meter number or meter-reading information
• Payment date and confirmation information for a missing payment
• Move-in or move-out date
• Details of an unexpected charge or unusually high bill
• Previous complaint or case information
• The specific resolution you are requesting

Do not publish your account number, NMI, MIRN, service address, payment information, login credentials, or other private account information in a public review.

AGL Billing and Payment Help

AGL provides online tools for paying and reviewing energy, internet, and mobile bills. Electricity and gas customers can use My Account or the AGL app to check balances, previous bills, usage, credits, and payment information.

AGL also provides an automated telephone payment line at 1300 657 386.

If a payment has been made but does not appear on the account, keep the payment receipt or confirmation and check:

• The date payment was submitted
• The amount
• The payment method
• The account number used
• Whether sufficient processing time has passed

Contact AGL if the payment still cannot be located.

Unexpectedly High AGL Energy Bill

If an electricity or gas bill is much higher than expected, compare it with previous bills before opening a complaint.

Check:

• Number of days in the billing period
• Actual versus estimated meter readings
• Electricity or gas usage
• Energy rates and tariff changes
• Solar feed-in credits
• Concessions or rebates
• Previous unpaid balances
• Payment-plan adjustments
• Seasonal heating or cooling use
• Changes in appliances or household occupancy

If the meter reading appears wrong, compare the number on the bill with the physical meter when it is safe and appropriate to do so and use AGL’s meter-reading support tools.

AGL Payment Extensions and Instalment Plans

If you need extra time to pay, AGL offers qualifying customers payment extensions and instalment arrangements.

These options can be accessed through My Account or AGL’s financial-support resources.

AGL Financial Hardship Support

AGL’s Staying Connected program provides additional assistance for eligible electricity and gas customers experiencing financial hardship.

Support can include a payment arrangement tailored to the customer’s circumstances, help identifying concessions and government assistance, and information about reducing household energy costs.

Customers experiencing payment difficulty should contact AGL through the app, My Account, or 13 12 45.

How to Request an AGL Credit Refund

If your AGL account has an eligible credit balance, you may be able to request a refund through My Account, the AGL app, chat, or customer service.

Eligible online electricity and gas credit refunds are generally returned to the original payment method.

AGL currently advises that, after processing, eligible refunds may take approximately:

• Card: up to 3 days
• Bank account: up to 4 days

If at least seven business days have passed and you are still waiting for an expected credit refund, use the AGL app or My Account chat or contact customer service to check its status.

Moving House With AGL

AGL customers can arrange a move through My Account or AGL’s online moving service.

When moving, have ready:

• Your existing AGL account details
• Current property address
• New property address
• Move-out date
• Requested connection date at the new property
• Access or meter information when requested
• Life-support registration information if applicable

Customers can also use My Account to track the progress of a qualifying new energy connection.

If the old account has a credit balance, tell AGL during the move so the credit can be transferred or refunded where applicable.

AGL Power Outages

AGL is the electricity retailer for many customers, but the local electricity distributor owns and maintains the poles, wires, substations, and other local distribution infrastructure.

For a power outage or network fault, contact the local distributor responsible for the service address.

Your distributor’s fault and emergency telephone number appears on your AGL energy bill under Faults and Emergencies.

AGL also provides an online tool to help customers identify the appropriate distributor.

AGL Gas Leaks and Gas Emergencies

A suspected gas leak is a network or safety issue rather than an ordinary billing question.

AGL tells customers to contact the local gas distributor and, where appropriate, a licensed plumber or gas fitter. The gas distributor’s emergency number appears on the AGL bill.

If you suspect a gas leak, avoid ignition sources and follow the current safety instructions supplied by AGL and the local gas distributor.

Life Support Equipment and AGL

If someone at the property relies on qualifying life-support equipment, register the equipment with the energy retailer or distributor and maintain an emergency action plan for outages.

If your life-support equipment has not already been registered through the distributor, AGL currently says you can register it by calling 13 12 45.

Keep AGL’s contact information and the local distributor’s emergency number somewhere accessible even when internet service or electricity is unavailable.

AGL Solar and Feed-In Credit Questions

Customers with rooftop solar may need support for feed-in tariff credits, meter configuration, unexpected export readings, missing credits, or a credit balance accumulated from solar exports.

Before contacting AGL, compare:

• Solar export shown on the bill
• Feed-in tariff applied
• Meter-reading period
• Previous solar credits
• Any change in plan or tariff

Customers with account credits from solar may be able to request refunds or arrange automatic credit refunds in qualifying situations.

AGL Internet and Mobile Support

AGL also offers internet and mobile services. Customers can use the AGL app, My Account, Help & Support resources, or 13 12 45 for internet or mobile account assistance.

Common issues include:

• Internet outages
• Slow or unavailable service
• Modem setup
• Mobile activation
• Billing
• International roaming
• Payment assistance
• Service restriction or suspension
• Moving an internet service

AGL is currently transitioning some telecommunications customers to a newer service experience. Complaint contacts and mailing addresses may therefore differ depending on when the account was opened or whether it has migrated. Use AGL’s current Complaints page for the route that applies to your account.

AGL Account Login and Security

AGL uses security measures including two-factor authentication and supports passkeys for qualifying account access.

Keep the email address and mobile number associated with the account current so AGL can authenticate sign-ins and notify you about unusual account activity.

If you cannot sign in, use AGL’s official password, passkey, or account-recovery tools rather than creating unnecessary duplicate accounts.

AGL Scam and Phishing Warnings

If you receive a suspicious email, SMS, call, or online message claiming to be from AGL:

• Do not follow suspicious links.
• Do not provide passwords or verification codes.
• Do not rely solely on caller ID.
• Do not send payment through an unusual method requested by the caller.
• Check your balance through the official AGL app or My Account.
• Call 13 12 45 independently to verify the contact.
• Use AGL’s official scam-reporting form when appropriate.

AGL Accessibility and Interpreter Assistance

Customers who need communication assistance can use Australia’s National Relay Service. AGL’s current Contact Us page tells NRS users to ask the relay service to call AGL on 1300 664 358.

AGL also provides interpreter support at 1300 307 245.

How to Make an AGL Complaint

For an ordinary problem, contact AGL customer service first and give the team an opportunity to resolve it.

If you have already contacted AGL and still need support, AGL maintains a dedicated complaints process.

For electricity and gas complaints, AGL currently publishes:

• Email: Complaints@agl.com.au
• Complaint Information: AGL Complaints

AGL’s complaint pages publish department-specific telephone routing and hours. Check the current page before calling because the company is updating some support and telecommunications contact arrangements.

What to Include in an AGL Complaint

• Account number
• Service address
• A concise timeline
• Bill or payment dates
• Previous case numbers
• Copies of relevant correspondence
• The resolution you are requesting

Ask for a complaint reference number and keep records of follow-up conversations.

Escalating an AGL Complaint to an Ombudsman

AGL asks customers to give its internal complaints process an opportunity to resolve the issue first.

If an electricity or gas complaint remains unresolved, customers can contact the free Energy and Water Ombudsman service for their state or territory where applicable.

For unresolved telecommunications complaints, the appropriate external escalation can be the Telecommunications Industry Ombudsman.

AGL links to the applicable external dispute-resolution bodies from its official complaints page.

AGL Corporate and Mailing Addresses

AGL Energy Limited currently uses the following Sydney corporate office:

AGL Energy Limited
Level 24
200 George Street
Sydney NSW 2000
Australia

Current AGL corporate materials publish +61 2 9921 2999 for the Sydney corporate office. This is not the preferred number for ordinary residential billing and account support.

AGL also has a Melbourne corporate office at:

699 Bourke Street
Docklands VIC 3008
Australia

For general customer correspondence, AGL currently publishes:

Locked Bag 14120 MCMC
Melbourne VIC 8001
Australia

AGL Energy Customer Service Reviews on CustomerServiceNumbers.com

CustomerServiceNumbers.com currently has no published AGL Energy customer reviews. The displayed rating is 0 out of 5 stars based on 0 reviews.

Because there are no reviews, there is not enough CSN feedback to identify meaningful positive or negative trends involving AGL billing, prices, customer service, payment assistance, outages, moving, solar, internet, mobile, or complaint handling.

If you have personally contacted AGL about an electricity or gas bill, high usage, payment arrangement, moving service, solar credit, internet or mobile account, refund, outage routing, or complaint, you can leave a factual review below explaining what happened and whether the problem was resolved.

AGL Customer Service Frequently Asked Questions

What is the AGL customer service phone number?

Within Australia, AGL’s current general customer-service number is 13 12 45.

What are AGL customer service hours?

AGL currently says contact hours depend on the type of enquiry. The previous universal hours of Monday-Friday 8 a.m.-8 p.m. and Saturday 9 a.m.-4 p.m. should not be relied upon.

Is AGL online support available 24/7?

The automated AGL Assistant is available online 24/7 for everyday questions. Availability of a human customer-service representative depends on the support channel and type of issue.

How do I pay an AGL bill by phone?

AGL’s current automated payment line is 1300 657 386. Customers can also pay through My Account and the AGL app.

Can I get extra time to pay my AGL bill?

AGL offers qualifying payment extensions and instalment arrangements. Customers experiencing ongoing financial hardship can also review AGL’s Staying Connected support program.

How do I get an AGL credit refund?

Eligible electricity and gas credits can be requested through My Account, the AGL app, chat, or customer service. Eligible refunds generally return to the original payment method.

Who do I call for an AGL power outage?

Contact the local electricity distributor responsible for the physical network. Its faults and emergency number appears on your AGL bill. AGL manages the retail account but the distributor generally restores network outages.

Who should I call if I smell gas?

Follow AGL’s current gas-safety instructions and contact the local gas distributor. The distributor emergency number appears on the AGL bill.

How do I complain to AGL?

Start with normal customer support. If the issue remains unresolved, use AGL’s formal Complaints page or email Complaints@agl.com.au.

Where is AGL Energy headquartered?

AGL Energy Limited continues to use Level 24, 200 George Street, Sydney NSW 2000 as its Sydney corporate address. AGL also has a major Melbourne office at 699 Bourke Street, Docklands VIC 3008.

Can CustomerServiceNumbers.com access my AGL account?

No. CustomerServiceNumbers.com is an independent consumer-information and review website. We cannot access AGL accounts, make payments, change plans, arrange connections, issue refunds, stop disconnection, restore electricity, register life-support equipment, or decide complaints.

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-service information and share service experiences since 2004. We organize official contact routes, complaint resources, safety guidance, and public customer reviews independently from the companies listed.

Energy prices, support hours, tariffs, distributor contacts, hardship programs, telecommunications procedures, refund rules, and regulatory requirements can change. Confirm important account, outage, payment, and safety information directly through AGL and the appropriate distributor or external dispute-resolution service.

Share Your AGL Energy Customer Service Experience

Have you contacted AGL about a high electricity or gas bill, payment arrangement, credit refund, moving service, solar credit, internet or mobile problem, outage, life-support registration, or complaint? Leave a review below describing the general issue, which support route you used, and whether it was resolved.

Customer Service Numbers Disclaimer

CustomerServiceNumbers.com is an independent consumer information and review website. It is not owned by, operated by, sponsored by, or affiliated with AGL Energy Limited, AGL Retail Energy Limited, any electricity or gas distributor, any telecommunications network provider, or any Australian government regulator or ombudsman service. We cannot access accounts, take payments, issue refunds, change energy plans, restore outages, repair network infrastructure, prevent disconnection, or resolve complaints. Always verify important billing, outage, safety, payment, and regulatory information through AGL and the appropriate official provider.