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Feed in tariff for solar panels

My parents had 20 solar panels installed a year ago. They use minimum power, they are not being compensated for the power being inputted into the grid and they are getting powerbills, higher than before they installed solar panels.I have sent AGL all the details but AGL doesn't seem to want to look into this.Can AGL management explain why and does a customer have to go to the ombudsman to get companies to act decently these days.
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