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Although AGL does not own energy networks and is therefore not responsible for energy supply, as a retailer of essential services, we are the regular interaction point between our customers and the energy industry. This means that we have an integral part to play in responding to the needs of our customers and the community in the face of unforseen events that interrupt energy supply.
The storms in Queensland in December 2008 and the bushfires in Victoria in February 2009 resulted in widespread loss of energy supplies, albeit in different ways. We responded to each of these events in a manner that was appropriate to the difficulties being faced by our customers.
In Queensland, AGL provided advice to customers on de-energising meters and closing accounts temporarily where properties were uninhabitable. We offered fee and charge waivers for customers in need to help them through this difficult time.
The bushfires in Victoria required a similar response from AGL. A hotline was established for customers seeking information and help with their energy and accounts, and a dedicated team was created within our Staying Connected program to assist customers experiencing hardship. AGL experienced some negative comments in the media about customers not being able to access the customer response line. This was attributed to the particular phone numbers being used and necessary changes were made immediately.
As part of the government response, utility companies were required to stop billing and debt collection activity in the affected areas. AGL voluntarily waived over $43,000 of outstanding accounts for customers affected by the Victorian bushfires.
We suspended our billing processes for customers living in areas potentially affected by the bushfires. After an appropriate length of time correspondence was sent to customers but only after it had been established that the property had not been damaged by the fires.
AGL also donated a total of $100,0001 to aid victims of the bushfire. This donation was split between providing funds for financial counsellors operating in the area, and capital to provide replacement appliances where appropriate.
AGL will further develop a response process for critical events over the coming year providing a consistent approach across all States.
1 This amount is in addition to the funds donated through AGL’s Energy for Life program, as outlined in the Community section of this report.
