I just gave up waiting after 5 minutes on your 1300 line.
I had received an email asking me to reconsider moving to another supplier and called as requested.
This is my second account to move because I found AGL rates were excessive.
If you want to generate goodwill with customers you should review all accounts where customers are payinhg outdated (ie high) rates and offer them a new realsitic contract before they get a chance to review rates and move to another supplier.
Will watch with interest how this is post is handled.