AGL Sales payment difficulty framework and disconnections enforceable undertaking 2022

We accepted an enforceable undertaking from AGL Sales about providing payment assistance to customers and disconnecting customer’s electricity or gas.

AGL Sales’s enforceable undertaking for payment assistance and disconnections

AGL Sales allegedly applied system controls that restricted customers from receiving application forms for the Victorian government’s utility relief grant scheme. The scheme helps Victorians experiencing financial hardship to pay electricity, gas or water bills. Separately, three customers had their energy supply wrongfully disconnected after AGL allegedly failed to provide them with payment assistance as required under the payment difficulty framework.

Under the enforceable undertaking, AGL Sales will:

• Conduct annual training about payment assistance for all its staff who may assist customers
• Conduct regular quality assurance checks on interactions between its staff and customers who contact AGL about difficulties in paying their energy bills
• Appoint an independent auditor to complete a review of the implementation of the actions in the undertaking and provide that report to the commission