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AGL review

AGL is one of the largest electricity retailers in Australia. Here's what you need to know before deciding whether to switch to AGL.

energy AGL
CHOICE staff
CHOICE staff

AGL sells electricity to just under 2 million households, or over 20% of Australia's residential customers, according to 2018/19 figures. AGL joined the Australian market in 1837, supplying gas for street lamps, and claims to have a proud heritage of innovation. AGL speaks toward sustainability in its media pages, claiming approximately 20% of the total generation capacity within Australia's National Electricity Market.

AGL was established in 1837 and currently has over 1.9 million residential customers - it is a publicly owned entity, which means it is partially Australian owned. Its head office is in Sydney. It is not currently carbon neutral, whether organisation or product based, but does offer carbon offsets.

The company owns and operates coal, gas, battery, hydro, solar and wind energy. It operates large coal-fired power stations and gas-fired power plants.

Contact details for AGL Energy

Which states does AGL supply?

CHOICE Expert rating on AGL

How we get our results

CHOICE verdict on AGL

Environmental

  • AGL currently has extensive current investments in CSG and coal power stations, with emissions intensity above NEM average.
  • AGL was penalised by EPA NSW for pollution.
  • Offers carbon offsets (other than GreenPower).
  • AGL has comprehensive and accessible energy efficiency products and involvement in demand management/response programs.

Customer service

  • 72,119 (or 3.8%) of AGL's customers lodged complaints again the company in 2018-19.
  • 87% of calls made to AGL are answered within 30 seconds. 
  • Some callers are left waiting longer – the average wait time is 37 seconds. 
  • 3% of callers hang up before their call is answered.

AGL's energy sources

AGL prices

AGL certainly isn't gouging customers as much as other retailers are, as it regularly doesn't come close to the highest price offered in each of the areas it services. However it's not offering rock bottom pricing either, according to the 2017/18 numbers from the Australian Energy Regulator. 

The graphic below shows AGL's cheapest and most expensive offers (yearly price), compared to the average cheapest and average most expensive offers for each city.

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