Unable to set up Instalments under Payment Assistance

[Nat_P]

Hi there

I regularly utilise the Instalments function to pay my monthly electricity bills, however every 2-3 months it becomes unavailable for weeks and I need to engage with an operator to set up the instalment plan.
This has occurred within the app as well as the website, and no one can give me a straight answer as to why this keeps happening. It takes longer to wait around for an operator to set up in the instalment plans, and it's not as flexible as the self service option (for example, i've requested an instalment plan of equal amounts over 5 weeks, and keep being told an arbitrary amount for the payments which would bring the plan to 3.5 weeks, and when i ask 'why' the operator just keeps saying the system has calculated it). 
It's frustrating that access to the self service function is so intermittent and that the operators aren't able to follow basic requests. 
Is there a reason the Payment Assistance - Instalments option is available on the website or app so frequently?

[SYED_AGL]

Hi @Nat_P 

Thanks for reaching out, and I’m really sorry to hear about the difficulties you’ve been experiencing. I completely understand how stressful it can be when payment arrangements don’t align with your expectations or financial situation.

When it comes to instalment plans, the system typically calculates an amount designed to cover both the current balance and an estimate of upcoming bills. This is done to help prevent any further debt from building up on your account. The figures are based on your usage history and projected future charges — so the system gives us a recommended amount that reflects those patterns.

If the calculated instalment amount feels too high or doesn’t match what you’re realistically able to pay, the next step would usually be exploring our Hardship Program. This program is specifically designed to support customers going through financial difficulties and offers more flexible and tailored payment support.

If you're open to it, I’d be happy to guide you through the steps to apply or provide more information on what’s involved.

Please let me know how you’d like to proceed — I’m here to help.

SYED

[AS_BS]

The exact same issue has occurred again. This appears to be a system glitch that requires urgent attention and resolution by the technical team. Each time we contact AGL, the issue is not properly addressed; instead, it is incorrectly categorized as a "Payment Arrangement" or bill smoothing, options that are not suitable since they prevent us from viewing the plan clearly and downloading the schedule to the calendar.

With all due respect, your response did not resolve the core problem. This issue first arose around January 2025, and it has now recurred. This situation is highly frustrating and highlights the need for improved customer service and a prompt, effective fix from your technical team.