About Brammers_AGL

Hi JH, We've recently updated a similar field to accept spaces, to enable cut and pasting from PDF bills that make use of the more human readable formatting (with spaces), so could see the upside of the same for this field. I will lodge a card with the team who manage this experience, so that they can investigate making a change. Am I right in thinking that you are referring to the "make a payment" page on the general site - https://www.agl.com.au/help-support/billing-payments/pay-your-bill a ...

Guilty as charged, Lester 藍 Thanks for following along and all the insightful posts that you have served along the way 﫡

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 

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 ...