AGL Core Plan - complete disregard for existing Customers

[volt]

Hi,

after finally taking the time to understand why my latest electricity bill was so much higher than it had been previously, I finally realised that I'd been switched over to a "core plan" in late March. As a result, I went from paying 0.2884 for general usage to 0.3394. All other charges were also higher, with the exception of controlled load 2. In any case, the net result was a very significant increase.

The core plan is not even offered to new customers; it is simply what people get when their current contract expires. What is very strange is that a given contract expires when it is still offered. My original plan was a "Value Saver" plan. There is currently a plan called "AGL Smart Saver" which is essentially the same thing.

Even though I was notified of the change, I had (naively) assumed that the new plan would be roughly compatible with the old one, not significantly more expensive in all areas. I'd have also expected to have been given better information about the options available to me and the breakdown of the old vs new rates, not just a yearly estimate.

To me, this is just another instance of what happens in all industries, where new customers receive good rates and existing ones are punished for their apathy. Personally, I'll be looking for some better options...

[DD89]

Literally the same thing they just notified and offered me. Logically it would make sense to move your customer from their saver plan to the next cheapest or near-equivalent plan. AGL continues to disappoint..

[2189Tjwd]

After reading your comment, we too are in exactly your situation and the two current ones are the same. But seeing our new charges on Gas and Electricity Core Plan they intend to automatically take us too shortly, I feel sick. The charges are through the Roof, we are now on the Pension and - putting it mildly - AGL are about to take us all for an expensive bloody ongoing ride. We too will be looking else where now. In addition, to compare Electricity and Gas plans available with AGL - only 2 to choose from - are beyond words. Good Bye AGL, after 35 yrs, we are done with you. Thank you for pointing out what you are already enduring, that we are about too. Thank you 

[SYED_AGL]

Hi @volt @2189Tjwd 

Thanks for reaching out, and I’m really sorry to hear about your negative experience — that’s certainly not what we want for any of our customers.

When you first sign up or renew your energy plan with AGL, it’s clearly stated that the plan is valid for the next 12 months. As part of our process, we always encourage customers to get in touch — or we may contact you — before the end of the 12-month period. This ensures you stay on a plan that best suits your needs and offers the most value.

Additionally, we include recommendations on the first page of your bill highlighting which plan may be better suited to you — helping you make an informed decision and potentially save more. So rest assured, there’s no intention on our part to move customers to a default plan without notice or transparency.

The introduction of new plans is actually intended to give customers more opportunities to save, especially in response to changes in the reference price and energy market conditions.

If you still have concerns or would like us to review your current plan, please don’t hesitate to let us know — we’re here to help.. 

SYED 

[BB54]

Indeed. The unnecessary babysitting that AGL requires for both Electricity and Gas plans is exhausting. They do not provide an option to provide permission to roll saver plans onto the next saver plan by default. There's one measly email to remind you and the subject heading isn't even anything like "your plan is expirings" or "urgent"... Just "Your new plan starts soon" and if you miss that you're likely not to notice until the next bill as they just let it happen silently. Afterall it is in their best interests! AGL certainly aren't this casual when a bill is due soon or presumably when it's overdue. They are quite competent then, providing in app notifications also. I am also on the pension too. This system is phrased such that it's said to be done this way to provide opportunities to save more.. but you have to wonder how much they make off customers who miss this and what proportion do miss this and on average for how long. It's absolutely ridiculous to demand this labor of your customers just to not be punished with the Core plan. In addition, each time I've tried the app to change plans it doesn't work so that's not even reliable easier babysitting. 

Do better AGL!!!

[JemimaBottle]

So November 2025 they are still doing the same thing!. The wording on their email says: 

"Option 1 - We're moving you to our Core plan

We will automatically move you to our Core plan on 24 December 2025. This is an ongoing plan which means there is no need to renew again in future. This plan comes with variable rates, flexible billing options and no lock in contracts. Your rates will be changing when your new energy plan begins, you can view both your old and new rates in the plan summary on the link below. If this change doesn’t align with your preferences, under our Fair Contracting Promise outlined in your Market Contract, you can cancel or change your energy plan without incurring an exit fee"

If you google core plan or go to their compare plan - it is not listed anywhere. So the only information about the Core plan is a link in an email?

Really transparent!

[SYED_AGL]

Hi @JemimaBottle 

The Core plan is the default plan that applies to your account when your existing 12-month plan is about to expire. Once the current plan ends, the Core plan is automatically added to your account.

For more detailed information or to review other available plans, it’s best to visit our website at https://www.agl.com.au/residential/energy/compare-plans or call us on 13 12 45. One of our dedicated agents will be happy to assist you.

SYED

[Lester]

I feel the core plan not being anywhere in the offers in plans is an issue for sure.

Annual plans are not something I am a fan of either, having to take action every year to ensure you don't get moved to a dearer offer such as the core plan.

You know what though ?

I went back through my in my emails, AGL file, and couldn't find any regarding annual end of plan, going on core plan, etc.

I get other changes to tariffs etc annually, or if I change plans, but from memory we just stay on the same plan.

Maybe this core plan change annually  is a regional thing ?

You should certainly get an email or letter with this, but busy people / lifestyles now, a lot must miss these updates and get some bill shock come next bill.