Ombudsman complaints have reduced more than 30% in FY20 compared to FY19. This decrease in complaints reflects the structural improvements that have been made to improve the customer experience. Frontline staff have been provided with the tools and information they need to resolve customer queries quickly, particularly in relation to billing issues, and are empowered to deal with complaints themselves rather than redirecting customers to other areas in AGL's business.
Reported figures represent complaints to the various state energy 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 Queensland 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. For FY19 onwards, data relates to the sum of Ombudsman complaints over the last 12 months divided by the average of customer numbers over the last 12 months multiplied by 10,000.