Customers
Ombudsman complaints
Ombudsman complaint volume decreased to 6,651 complaints in FY25, down 18.0% compared to FY24. The number of Ombudsman complaints per 10,000 customers also decreased in comparison to FY24, down 4.03 to 16.40.
A range of proactive, customer-focused initiatives contributed to the reduction in Ombudsman complaints. These initiatives were aimed at reducing effort and contact frequency, improving the quality of our engagements, and making it easier for customers to interact with us. This included reducing billing adjustments, enhancing digital concession capability, and introducing Empathy First led communications to encourage empathetic, accountable customer service to enhance customer trust.
Reported figures represent complaints to the various state Energy & Water 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 Energy & Water 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, South Australia, Queensland and Western Australia. |
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. |
Data excludes Ovo Energy complaint volumes. |