I have had very poor internet download speeds for a few weeks and decided to contact AGL Tech support. I waited for about 20mins before someone eventually answered. The person was of the indian sub... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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... See more
Company replied
So far extremely disappointed with my switch to AGL. The gas wasn’t connected when we moved, even though I gave 3 months notice. I tried to tell one agent that we didn’t have an NBN modem but was conv... See more
Company replied
I just signed out from AGL and joined another electricity provider keeping the AGL staff on hold because they kept bothering me a lot by calling too many random times. They setup call center in South... See more
Company replied
Company details
Written by the company
AGL is a leading integrated essential service provider, with a proud 184-year history of innovation and a passionate belief in progress – human and technological. We deliver 4.2 million gas, electricity, and telecommunications services to our residential, small and large business, and wholesale customers across Australia. We operate Australia’s largest electricity generation portfolio, with an operated generation capacity of 11,208 MW, which accounts for approximately 20% of the total generation capacity within Australia’s National Electricity Market.
Contact info
699 Bourke Street, 3008, Docklands, Australia
- 131 245
- https://www.agl.com.au/help-support/contact-us
- agl.com.au
2.7
Poor
4K reviews
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Watch out - they quietly switch you to more expensive plans
Customer service staff don’t listen or try to understand the problem, don’t know their product, tried to sneakily shift us onto a much more expensive plan two days after our plan started. When we raised it with them they blamed it on an automation and the government (when it was simply an AGL administrative error). Three customer service representatives and two hours later we were finally back on the plans we’d originally signed up for. Avoid them if you can.
25 August 2025
Reply from AGL Energy
Hi David,
We’re sorry to hear about the issues you experienced with our customer service and the changes to your plan. We understand how frustrating this must have been, and we appreciate you taking the time to bring it to our attention.
Please be assured that your concerns are being taken seriously. We're currently reviewing what happened and taking steps to address these issues internally to help improve our service and prevent similar situations from occurring in the future.
Thank you again for your valuable feedback — it plays an important role in helping us do better. If there’s anything else we can assist you with, please don’t hesitate to reach out.
SYED
Worse experience ever
Worse experience ever, don't understand their broken English!! Disturbing ! just moved thinking power with AGL energy would just transfer to new address , not the case , no one let's you know anything until you get a threatening letter from AGL SAYING THEIR GOING TO DISCONNECT YOUR POWER , OH AND NOT TO MENTION AGL ENERGY KEEP YOUR MONEY THAT WE PAY FORTNIGHTLY TO TRY AND STAY ON TOP OF THE EXCESSIVE BILLS THEY EXPECT YOU TO PAY AND ON TOP OF ALL THAT WE HAVE BEEN PAYING SOMEONE ELSE'S POWER BILL FROM MAY AND DIDNT EVEN MOVE IN HERE TILL JULY , ROBBING US NOW!
DO YOUR ADMINISTRATION CORRECTLY , STOP EMPLOYING PEOPLE THAT DONT KNOW ENGLISH AND DONT KNOW HOW TO DO THEIR JOBS , YOU DONT EVEN KNOW WHAT YOUR DOING ! MAKING PEOPLES LIVES DIFFICULT, WE ARE NOW A THIRD WORLD . BS , ABSOLUTELY DISGUSTED
25 August 2025
Unprompted review
Reply from AGL Energy
Hi Ghost,
We’re truly sorry to hear about the difficulties you’ve experienced during your recent move and with your billing. We understand how upsetting and inconvenient this must have been, and we sincerely apologise for any confusion or distress caused by the communication you received.
Please know that your feedback is important to us. We're taking this matter seriously and will thoroughly investigate the issues you've raised regarding incorrect billing and our communication process. Our goal is to ensure these types of errors are prevented in the future and to provide a better experience for all our customers.
Thank you again for bringing this to our attention. If there's anything else we can assist you with in the meantime, please don’t hesitate to reach out.
SYED
Moving house was easy to organise and…
Moving house was easy to organise and completed when expected.
18 August 2025
Reply from AGL Energy
Hi Glen,
We're happy to hear that your move was easy to organize and completed on time. Thank you for your positive feedback; we appreciate it greatly.
SYED
Dear AGL Team,
Dear AGL Team,
I would like to share my recent experience, which has been very disappointing. I ordered electricity under my name, but it was set up under my wife’s name instead. Similarly, the gas order I placed under my wife’s name did not go through, and the reverse happened.
In addition, I applied for AGL Internet. First, I received the wrong router, which I had to return. Since then, I have been waiting for the correct router and an internet connection for over a week. Each time I follow up, I am told that AGL has a TAT to respond, but as a customer, what matters most is timely service delivery.
I would strongly suggest focusing on improving service quality and customer experience, rather than just response timelines, TAT, to ensure clients don’t feel the need to switch to other providers who can deliver more reliably.
Sincerely,
Khan
18 August 2025
Reply from AGL Energy
Hi Khan,
Thanks for reaching out, and we're truly sorry to hear about the issues you've experienced with your electricity, gas, and internet orders.
We understand how frustrating it must have been to deal with an incorrect setup and delays in your internet connection, especially during a busy time like moving. Please know that we acknowledge the inconvenience this has caused and take your concerns seriously.
We’re reviewing the situation to ensure it’s addressed appropriately and to help improve our service moving forward. Thank you for bringing this to our attention — your feedback is important to us.
If there's anything more we can do to assist you right now, please don't hesitate to let us know.
SYED
Useless all round
Useless all round. Hope all your customers leave and you collapse on the legs you never deserved to have :)
1 August 2025
Unprompted review
Reply from AGL Energy
Hi Kj,
We appreciate you taking the time to share your thoughts. We're sorry to hear that you had such a negative experience, and we'll look into your feedback.
SYED
The company is doing well
The company is doing well. The service was activated on time.
12 August 2025
Reply from AGL Energy
Hi Mohammad,
We're happy to hear that the activation process went smoothly and that you are satisfied with our service. Thank you for your positive feedback!
SYED
It took forever to set up my internet!
It took forever to set up my internet! I recently moved from Summer Hill 2130 to Croydon 2132, and the NBN box is missing at the new address. I called AGL multiple times but was told just to wait. The agents were useless and unhelpful.
11 August 2025
Reply from AGL Energy
Hi XI
We truly appreciate you taking the time to share your experience with us. I'm really sorry to hear about the delays with your internet setup and the missing NBN box following your move — we understand how frustrating and inconvenient that must have been.
Please know that we’re currently reviewing your case to better understand what went wrong and to identify how we can improve our service going forward.
Thank you again for bringing this to our attention. If there’s anything else you’d like to share or if you still need assistance, we’re here to help.
SYED
Escalated with online service login…
Escalated with online service login issue at first day of the service. Had a chat and spoke on the phone with 9 different agents but no one could fixed and follow up the issue. Also, lodged complaints but no one contact me so far.
23 July 2025
Reply from AGL Energy
Hello Jimmy,
I sincerely apologise for the experience you've encountered. Having to communicate with nine different agents and file complaints without receiving any resolution or follow-up must be incredibly frustrating and disappointing for you.
This does not reflect the level of service we strive to deliver. Could you please send us a private message through the AGL Facebook page? This will allow us to get further details to escalate your feedback to our senior team, who can urgently address your online service login issue and ensure that someone reaches out to you directly for a resolution.
Thank you for bringing this matter to our attention, and I apologise once more for the inconvenience you've faced.
Best regards,
James
Now agl finish connecting electricy & gas
Now agl finish connecting electricity & gas, it takes a while from 4 July till 21 of July, so it’s all good now
21 July 2025
Reply from AGL Energy
Hi Jimmy,
We're happy to hear that your electricity and gas connection is complete. We appreciate your patience during the connection process and thank you for your feedback.
SYED
4 hours of electricity cost me $183.38?????
I recently had electricity connected to my investment house so that a cleaner could go in to get it ready for sale, a period of 4 hours which I can prove with invoices from the cleaner. The key was picked up and delivered back to my estate agent both times, so they can verify these times also.
Counting an connection fee I was charged $183.38 supposedly from an actual meter reading.
I was told that even though there was no other usage of electricity I was being charged a daily supply charge AND a Re-energisation rate, which brought the total to the above amount.
I immediately told them to cancel my account and was told that I would receive another disconnect fee of $44 (fair enough on that one). However no negotiation on the rest of the bill.
Definitely one for the Ombudsman!
21 July 2025
Unprompted review
Reply from AGL Energy
Hi Karlene,
Thanks for reaching out, and I’m truly sorry to hear about the negative experience you've had with your account.
We completely understand how frustrating and disappointing it can be when things don’t go as expected, especially when unexpected fees are involved.
Regarding the connection fee, this charge is set by the energy distributor in your area, not by AGL. If your meter isn’t a smart meter, the fees can be higher, as a manual connection may be required. The exact cost can vary depending on which distributor services your location.
We know these charges can be confusing, and we're here to help you make sense of them. If you'd like, we can look further into your account details and clarify the specific charges applied.
Please don’t hesitate to reach out directly, or you can view more about fees and charges at agl.com.au/contact-us.
Thanks again for bringing this to our attention — we're here to help however we can.
SYED
The staff that dealt with me
The staff that dealt with me, they were kind, understanding, professional
14 July 2025
Reply from AGL Energy
Hi Philomena,
We are happy to hear that the staff were kind, understanding, and professional during your interaction with us. Thank you for your positive feedback!
SYED
absolutely disgusted at the eviction of AMWRRO
absolutely disgusted at the eviction of Australian Marine Wildlife Research & Rescue Organisation (AMWRRO) and the complete and absolute destruction of databanks, equipment, specimens, and decades of research. This is an abomination and this company needs to be avoided at all costs for its absolute unprofessionalism, and destruction of an important organisations existence.
12 July 2025
Unprompted review
Reply from AGL Energy
Hi Mia,
Thank you for bringing this serious matter to our attention.
We understand and acknowledge your disappointment regarding the recent eviction and the significant impact it may have had on your organization and its research efforts. Please know that we take your concerns very seriously, and we are currently reviewing the circumstances surrounding this issue with the appropriate care and attention it deserves.
We are committed to thoroughly examining the concerns you’ve raised and will ensure that all relevant aspects are taken into account during our review.
Thank you again for reaching out. We will provide you with an update as soon as we have more information. In the meantime, if there’s anything further, you’d like to share or clarify, please don’t hesitate to contact us.
SYED
Disgusting Service
Very poor communication, poor service, very difficult to disconnect and change to new provider. Disgusting wait times. I would prefer to use a wood fire oven than use AGL energy.
9 July 2025
Unprompted review
Reply from AGL Energy
Hi Andrew,
We’re truly sorry to hear about the issues you encountered with our communication and disconnection process. We understand how frustrating and inconvenient this must have been, and we sincerely apologize for any stress it may have caused.
Your feedback is extremely valuable to us. Please know that we’re taking it seriously and will be reviewing your experience thoroughly to identify where things went wrong and how we can improve — particularly around service quality and wait times.
Thank you for bringing this to our attention. If there's anything further, you'd like to add or if you need ongoing assistance, please don’t hesitate to let us know — we’re here to help.
SYED
AGL a bloody disgrace
I changed to AGL because I was fed up with my $350 per month electricity bill with my previously long term supplier. Very first bill from AGL was $650. Bloody disgusting.
Gas went from $250 per two months with previous supplier to $360 for two months with AGL. (No change in usage)
Also within a month of switching to AGL I received letters for gas and electricity stating an 8.5% increase.
You are absolutely Disgusting AGL and disgusting all those compare the market companies that trick people to change to AGL.
9 July 2025
Unprompted review
Reply from AGL Energy
We’re really sorry to hear about the increase in your bills after switching to us. We completely understand how frustrating and unexpected changes in cost can be, especially when you're trying to manage your household expenses.
We understand that any increase in energy prices can be concerning, especially during times when many households and businesses are already facing financial pressures. Please know this decision was not made lightly. The change reflects rising costs in the global energy market including Australia, which are beyond our control. We're committed to supporting you through this transition and continue to work hard to keep our services reliable and as affordable as possible. If you're worried about the impact of this change, we’re here to help—whether through flexible payment options, energy-saving advice, or access to support programs
Thank you for bringing this to our attention — we genuinely appreciate the opportunity to look into it for you
SYED
Complaint
My wife Called AGL internet,spoken to Ryan from the telco side who transfer me to the internet department , Jothi who doesn’t seem helpful at all , she continues to repeat the same info and does not want to provide the answers to the questions asked. She then wants to quickly transfer to the expert team and put me on hold for extended periods and did not perform any warm transfer and the line went mute despite still being connected which clearly indicate call avoidance from her. after muting the call for more than 30mins ,she say she couldn’t connect the call .. imagine the frustration ..I’m not sure if she’s capable to service Cx properly .just such a poor customer service experience which did not result in any good outcomes for the Cx.
4 July 2025
Unprompted review
Reply from AGL Energy
We appreciate you sharing this experience. We're sorry to hear about the difficulties you encountered with the service and the transfer process. We'll review this internally to improve our customer support. Thanks for your feedback.
Agl solar rip off
Installed solar to save on future bills feed in was initially 18cents per kilowatt but now they have us by the balls and put it down to 3 cents now they are putting it down to 1.5 !!! What's the government doing about this, it's already hard enough to live these days! We removed most of our gas appliances, installed electric cooking and the pricks do this, not worth going solar will look for another provider now SHAME ON YOU AGL BLOODY DISGUSTING!
3 July 2025
Unprompted review
Reply from AGL Energy
We appreciate you bringing this to our attention. We recognize your frustration regarding the changes to your feed-in tariff, especially after making investments in solar and electric appliances. We'll pass your feedback on to the relevant teams for review.
We also understand finding a good deal is important, and we want to make sure you're on the best available plan. We’re here to assist you in exploring other offers and can help you with a personalized quote. Simply reach out via: agl.com.au/contact-us.
Thank you.
SYED
It was easy to connect with AGL
It was easy to connect with AGL. The connecting process was done by a service girl at Good Guys. Only few information were needed and the registration was done fast.
26 June 2025
Reply from AGL Energy
Hi Herath,
Thanks so much for your positive feedback — it truly means a lot.
We're always striving to provide the best experience possible, so hearing that kind of encouragement is really appreciated.
Let me know if there’s anything else I can support you with.
SYED
Scummy marketing behaviour
I used to be a customer 2 years ago, and had decent enough service during that period.
Since moving states and to another provider, they have incessantly pushed marketing copy to me, despite asking various times to be put on a do not call list.
Extremely scummy marketing tactics, and I'm concerned they're still to this day abusing the data of mine that they have
20 June 2025
Unprompted review
Reply from AGL Energy
Hi Wilson,
Thank you for bringing this to our attention, and please accept our sincere apologies for the continued marketing communications after you requested to be removed.
We understand how frustrating this must be and want to assure you that we take your privacy seriously. We’re currently investigating the issue to ensure your preferences are properly respected and your information is handled in line with our privacy commitments.
Your feedback is important, and we appreciate you giving us the opportunity to address this.
SYED
Do better AGL
Sent my mum a letter stating that she has a credit with them from 2019 , letter sent in 2025 unfortunately mum passed away in 2021 not sure why they think it’s on to hold someone’s money for 6yrs !
17 June 2025
Unprompted review
Reply from AGL Energy
Hi Skyla,
We’re deeply sorry to hear about your mum’s passing. Please accept our heartfelt condolences during this difficult time.
We also sincerely apologise for the delayed notification you received. We appreciate you bringing this to our attention, and we’ll investigate why the letter was sent so late to ensure it doesn’t happen again.
If there’s anything we can do to support you further, please don’t hesitate to reach out.
SYED
Electricity hike with AGL
I have had my electricity with AGL for some time now. I live on my own and the Government rebate of $1000 has been a great support. I still have just over $300 left which will make life easier. Recently they sent a notification that the rate will rise from 1 July. The change is significant in my view:
General Usage from 31.37 to 34.92 c/kWh
and
Daily supply from 119.19 to 136.13 c/day
This will eat into my rebate much more quickly! I told them that this change should begin when my government rebate is NIL as others have had the benefit of their full rebates. I'm not sure how many are in the same boat as myself. But this proposal was met with Deaf Ears. Times are tough and it would be nice to be heard and listened to. To all those who got free Netflix (of which I didn't) I think you've been conned. They wanted you to switch to them and they are probably one of the most expensive providers!
5 June 2025
Unprompted review
Reply from AGL Energy
Hi Glenda
Thank you for taking the time to share your experience with us.
We understand your concerns regarding the recent rate increase and how it may be affecting your government rebate. We’re truly sorry to hear that you’re feeling unheard — that’s certainly not the experience we want for our customers.
Please know that your feedback is important to us, and we’ll be passing it along to the relevant teams for review. Your voice helps us identify where we can do better.
If there’s anything further, we can do to support you, please don’t hesitate to reach out.
SYED
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.