Customers

Ombudsman complaints

In FY19 we set a goal to reduce Ombudsman complaints by 50% (based on FY18 volumes) over FY20-FY22. We exceeded this goal, finishing FY22 with a total reduction of 57%. This was achieved through a combination of our Customer First program, dedicated functional focus as well as impact from the COVID-19 pandemic when disconnections were intermittently paused.

Notes

Reported figures represent complaints to the various state energy 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 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 complaints figures provided by the Ombudsmen of New South Wales, Victoria and South Australia. Complaints recorded for Queensland are based on AGL 's internal complaints reporting systems until November 2017, after which time AGL started receiving monthly reports from the Queensland Ombudsman.
During FY19, AGL changed the method of calculating complaints per 10,000 customers. Data for complaints per 10,000 customers up to and including FY18 was calculated by the total Ombudsman complaints received in the month and customer numbers at the end of the month, averaged across the year. For FY19 onwards, 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.