topic Re: Poor Customer Service in AGL Website

Poor Customer Service

GM1 — Sun, 06 Aug 2023 07:01:35 GMT

The website has no email address.

I have moved hose but my bills are still addressed to the old address.

Shocking follow up and very poor billing resolution.

My rant can be endless and I am considering another provider.

Re: Poor Customer Service

Natalie-AGL — Tue, 08 Aug 2023 04:25:18 GMT

Hi GM1,

Thank you for reaching out. We apologise for the poor experience.

To assist you with updating your mailing address please contact us.

Our contact centre is available 24/7. You can find how to contact us via agl.com.au/contact.

Kind Regards,
Natalie

Re: Poor Customer Service

Xander-AGL — Mon, 14 Aug 2023 05:25:13 GMT

Hi @GM1 - thank you for reaching out, hopefully I can clarify some of your questions.

There are a number of ways you can reach out to us listed on the website provided above, including:

Our contact centre, reachable on 131 245, available 24/7.

Webchat - where you are connected with a live agent through a chat platform.

Messenger - a system where you can send your messages that is not live, more like texting a friend.

Kind regards,
Xander

Re: Poor Customer Service

It_is_me — Thu, 17 Aug 2023 22:47:58 GMT

Hi Xander

You are joking, aren't you? AGL moved their call centre overseas and they are hopeless. Three days for me to get a simple plan change question answered.

I strongly recommend ditching that Indian call centre, they hardly understand what we want and need. Just going by a useless internal list.
AGL USA ditched the overseas call centre in India and brought ich back into the country. Why do we now get punished with such a poor service???

Regards,

Frank

Re: Poor Customer Service

Xander-AGL — Thu, 17 Aug 2023 23:37:00 GMT

Hi @It_is_me,

Thank you for reaching out.

It's true that our first contact in our call centre is an offshore team, the "Care" team, our second line, the "Resolutions" team, are located in Australia, between Adelaide and Melbourne contact centres.

If you are not satisfied with the service you are receiving at the first level of contact, you are welcome to ask to speak to the "Resolutions" team and will be routed on-shore to one of the above centres.

Kind regards,
Xander

Re: Poor Customer Service

It_is_me — Thu, 17 Aug 2023 23:58:56 GMT

Thank you Xander for the quick answer.

It would be nice if your overseas call-centre would be only half as quick as you are. Instead they take half a day, or even more than one day, to answer a simple question?

"Care" Team is the wrong description for that overseas call-centre and its agents. Better name would be "Care-Less", "Use-Less", "Waste of Time" or similar.

Why I cannot contact directly the "Resolutions" team? I do not have the time to waste it with a "Care-Less" overseas call-centre until they forward my wish - if, at all.

That is not good enough. I am a customer from AGL since over 12 years and it was never that bad. Congratulations to the management for their worst decicsion ever.

Because you are excellent in responding, would you mind to connect me to the "Resolutions" team, please?
I refuse to contact the overseas call-centre at all.

Trust me, I worked in enough companies who thought shifting to India was a great idea. It was not and they all pulled out from their overseas idea very quick. The same like AGL USA recently did. Wonder why...

Regards,

Frank

Re: Poor Customer Service

BWilson — Wed, 06 Mar 2024 10:36:45 GMT

Agree 100%. These guys are totally useless. Spent an hour trying to find out why my internet has disconnected. Webpages, help bot etc totalky useless. I am with you. Will get another provider.

Re: Poor Customer Service

BWilson — Wed, 06 Mar 2024 10:38:28 GMT

Agree. These guys are totally useless. Sort out your customer service guys or your custom will walk.

Re: Poor Customer Service

BWilson — Wed, 06 Mar 2024 10:39:54 GMT

Your 24-7 call centre in Australia only operates up to 8.00pm. Idiots !

Poor Customer Service

Ramk — Thu, 04 Jul 2024 08:15:54 GMT

Recently I have interactions with AGL customer care and I received worst customer service from the team.

I have received huge gas bill and AGL didn't tried to sort out the issue. I was really surprised that they didnt organise any one to check my meter or gave any tips to rectify the issue. Every-time I have received different set of information.I will definitely cancel my gas and electricity account with them soon. It feels very bad when you receive poor treatment when you are their client for many years and never delayed any payment. I think it is important for any company to provide good service when you need them.

Re: Poor Customer Service

Deepesh_AGL — Fri, 05 Jul 2024 03:59:09 GMT

Hi Ramk, I'm sorry to hear about your frustrating experience as I understand how important it is to feel valued and supported. I will send you a private message shortly to get more details and discuss further. Cheers, Deepesh

Re: Poor Customer Service

Ramk — Tue, 09 Jul 2024 08:44:37 GMT

Interestingly I got email from customer service and they asked my mobile number so they will contact me and no one called me. Does this team have any managers? or running the customer service by amateurs? Again worst customer service.

Re: Poor Customer Service

goaboutyourday — Tue, 24 Sep 2024 09:54:29 GMT

AGL's customer service is so bad. Slow response and waste time. The customer service reps always have attitude issue. Every question took 10 mins to get a reply. They are hopeless.

Re: Poor Customer Service

Penny2025 — Wed, 29 Oct 2025 11:15:47 GMT

Totally agree. Not happy with the customer service have to wait for so long for call than a link is sent for chat. Which forever takes to respond. So much of a time waster to have a simple question answered.

Re: Poor Customer Service

SYED_AGL — Wed, 29 Oct 2025 23:51:23 GMT

Hi @Penny2025

Thank you for reaching out, and I’m truly sorry to hear about your experience. I completely understand how frustrating it can be when you’re waiting in the call queue and the business hours come to an end.

To make sure you still receive assistance, AGL has a process in place where, if you’re still in the queue after our call center closes, your call is transferred to our online chat team. This allows us to continue helping you and provide a resolution to your inquiry without you having to start over.

We truly value your patience and understanding, and we’re always working to improve the way we support our customers

SYED

Re: Poor Customer Service

ANNOYEDCUSTOMER — Thu, 27 Nov 2025 06:28:58 GMT

Trying to get AGL to have the correct supply address it has taken me over three weeks to fix a clerical error

Re: Poor Customer Service

SYED_AGL — Tue, 02 Dec 2025 05:01:00 GMT

Hi @ANNOYEDCUSTOMER

Thanks for reaching out and sorry to hear this trouble.

If your issue is still pending, please send us your account details via private message, so I can personally look into this for you.

We are here to help!

SYED

Re: Poor Customer Service

ANNOYEDCUSTOMER — Tue, 02 Dec 2025 05:15:21 GMT

Is this a private message? let me know and if it is i will update you on my
case. Do you work for AGL which department ??

Re: Poor Customer Service

SYED_AGL — Wed, 03 Dec 2025 02:55:28 GMT

Hi @ANNOYEDCUSTOMER

No this is not a private message. you need to select from public or private message while posting

Yes I do work for AGL.

Thanks

SYED