topic Re: Copying and pasting account numbers just got easier in AGL Website

Copying and pasting account numbers just got easier

Brammers_AGL — Fri, 14 Nov 2025 02:51:23 GMT

A customer recently told us about a frustrating experience when paying a bill online. They copied their account reference number from their PDF bill into our payment page — something many of us do. But instead of working, the form returned an error.

The reason? The reference number on the bill includes spaces by design, for readability. Great for humans, but not for the form, which rejected it.

We knew this was a barrier, so our digital team acted fast. They found the issue, built a fix, and released it quickly. Now, when you copy-paste your reference number, spaces and all, the system automatically cleans it up behind the scenes. No more errors, no extra steps.

It’s a simple change that makes paying your bill easier and faster. And it started with one customer’s feedback.

This improvement shows what matters most: listening to customers and working together to make every experience smoother.

Have feedback for us or want to share your experience? Join the conversation here on Neighbourhood!

Re: Copying and pasting account numbers just got easier

SYED_AGL — Mon, 17 Nov 2025 01:17:39 GMT

Hi brammers

Thank you for sharing this! We really appreciate hearing about your experience, as it helps us identify small but important issues that impact our customers.

We’re glad our digital team was able to address the reference number issue quickly — now copy-pasting your bill details is seamless, and you can pay without errors or extra steps. This fix wouldn’t have happened without feedback like yours, and it’s a great example of how listening to customers helps improve the experience for everyone.

We encourage everyone to keep sharing their experiences — your input really does make a difference!

We are here to help!

SYED

Re: Copying and pasting account numbers just got easier

Lester — Mon, 17 Nov 2025 05:21:12 GMT

@SYED_AGL . . . Brammers works for AGL 🙂

Re: Copying and pasting account numbers just got easier

Brammers_AGL — Mon, 17 Nov 2025 23:37:10 GMT

I'll come and introduce myself to you later on this week, Syed 😊

Our customer actually shared their feedback on LinkedIn, and it came into the digital team via our colleagues in the corporate team. A great example of collaboration happening at speed, as the fix went into production the very next sprint.

I'm glad that I have good links to the social team, and now an extra one, to you - thanks for taking an interest 👍🏻

Re: Copying and pasting account numbers just got easier

Brammers_AGL — Mon, 17 Nov 2025 23:38:48 GMT

Guilty as charged, Lester 🤣

Thanks for following along and all the insightful posts that you have served along the way 🫡

Re: Copying and pasting account numbers just got easier

SYED_AGL — Tue, 18 Nov 2025 05:38:41 GMT

Hi @Lester @Brammers_AGL

My bad guys 🤣

Yes, I did see that particular post from LinkedIn.

@Brammers_AGL Nice meeting you mate 🙂