Ombudsman complaints have reduced by around 2% in the past year. This is largely due to a reduction in complaints related to connections and credit issues, following improvements to meter installation timeframes and to our processes for communicating with customers about credit and collections issues.
Reported figures represent complaints to the various state Energy & Water Ombudsman Offices that are provided to AGL for resolution. Enquiries, complaints referred to other agencies or instances where the customer has been advised by the Ombudsman to contact AGL directly are not included.
ActewAGL complaints are excluded.
Data includes Ombudsman complaints related to PowerDirect and APG.
Numbers are based on complaints figures provided by the Ombudsmen of New South Wales, Victoria and South Australia. Complaints recorded for Queensland are based on AGL's internal complaints reporting systems until November 2017, after which time AGL started receiving monthly reports from the Queenland Ombudsman.
AGL commenced retailing gas in Western Australia in FY17 and Ombudsman complaints were recorded for the first time in FY18.
During FY19, AGL changed the method of calculating complaints per 10,000 customers. Data for complaints per 10,000 customers between FY15-FY18 was calculated by the total Ombudsman complaints received in the month and customer numbers at the end of the month, averaged across the year. The updated formula for FY19 is sum of Ombudsman complaints over the last 12 months divided by the average of customer numbers over the last 12 months.