AGL revises customer hardship policy

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AGL’s revised hardship policy, that will allow it to identify and support customers who may be in financial hardship, has been approved by the Australian Energy Regulator (AER).

Interim Chief Customer Officer, Mark Enzinger, said, “In line with our commitment to make energy more affordable for our customers, we are making further improvements to our Staying Connected financial hardship program.

“These new measures will use predictive solutions to identify customers who may be experiencing payment difficulties due to hardship.

“We are in the final stages of building new systems with the aim of delivering the new measures in January.

“Through predictive analysis, we will contact customers to notify them of support that is available to help them to manage their energy bills.”

AGL’s support for customers includes the Here to Help tool that connects them with tailored financial assistance options and the Staying Connected program.

The financial assistance options include:

  • Payment installment plans and extensions
  • Relevant concessions and grants, and
  • Energy savings tips

Staying Connected offers personalised and confidential support and advice to help customers get back on track including:

  • Tailored payment plans
  • Payment options and information on Centrelink’s Centrepay service
  • Access to free and independent financial counselling and support services

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