Customers
Digital adoption
AGL continued to invest in and optimise our digital service environment to create a smoother overall customer experience across both sales and customer support journeys. This year this optimisation included enhanced payment and direct debit services for customers, a new onboarding experience for new customers and improved accessibility when signing up via MyAccount and AGL’s mobile app. We also introduced more digital self-service actions for our customers and integrated AI into our web chat, making it easier for customers to find answers to their queries. In FY25, the AGL Mobile app continued to be the highest rated utility and telco app in Australia at 4.7 stars.
Digital Active (%): the percentage of contracts considered to be Digital Active as a proportion of total contracts (excluding Staying Connected customers). Digital Active customers are defined as customers that have accessed one of AGL’s digital channels (including MyAccount, App, Web etc.) at least once in the last 180 days. |
Digital Only (%): the percentage of residential customers who, in the last 90 days, have only interacted with AGL via AGL's Digital ecosystem, including agl.com.au, help and support, MyAccount and the Mobile App. This includes customers on both eBilling and Direct Debit. |
Click Energy customers are included in the FY21 data from April 2021. |
From FY21, data includes AGL’s mobile and broadband customers. |
AGL Mobile App analysis based on Apple App Store ratings of Tier 1 Australian telco and energy companies with >1k customer reviews. |