X
The energy markets in which we operate continue to be dynamic and competitive. In line with industry best-practice, AGL seeks to conduct responsible sales and marketing processes across its suite of products. Door to door sales campaigns, and associated complaints about such activities, are a standard feature of Australia’s retail energy markets. AGL has in place processes for the responsible sale and marketing of its products.
AGL remains a participant in the Retailer Round Table Forum which continues to address misleading and deceptive sales practices within the Australian energy market.
AGL, along with other industry members, received negative attention due to of a report released by the Footscray Community Legal Centre. This report raised concerns regarding the behaviour of door to door sales personnel and the manner in which they perform their tasks.
In response, AGL met with members of the Footscray community to provide additional information on consumer rights. In addition AGL will continue to consult with the Energy and Water Ombudsman of Victoria and the Victorian Essential Services Commission on this specific issue.
While we continue to have a low number of complaints from our door to door sales operations (0.58% complaints per sale) we recognise that this is a sensitive issue for our customers. AGL will continue to consult with concerned stakeholders and take appropriate steps to address any relevant issues.
Providing clear and consistent messaging in marketing material is paramount to the provision of a better customer experience. The last 12 months has seen a strong investment in our marketing material so that it represents the AGL brand and provides clear and relevant messaging to our customers.
