Within the competitive market all customers have the opportunity to request a market contract, and in retaining and extending our customer base our products and offers must respond to these needs.

Detailed research has been undertaken to match customer needs with the range of products available, and as the markets continue to develop the range of products evolves. Existing product offers include a range of green energy options as well as discounts on gas and electricity rates. During 2006/2007 we continue to focus on matching our products with the needs of our customer base including green energy products together with market contracts without early termination costs.

Customer and Ombudsman feedback across the industry has highlighted concerns with the tactics of sales people associated with the rapidly expanding energy market. During 2006/2007 AGL recorded 2,435 complaints in relation to ‘Sales and Marketing’ activity which when compared against market contracts in this period equates to less than 0.4% of sales resulting in a complaint. AGL uses an independent validation via a recorded telephone call to confirm that the customer understands the rates as well as the terms and conditions offered, for both telesales and
door-to-door sales.  AGL continues to focus on reducing customer issues associated with sales and to this end is committed to working with our Customer Council to look at ways AGL

can address issues in this area.

As well as specific actions to address customer complaints, AGL has played an integral role in developing an industry wide standard for responsible sales and marketing. This voluntary standard goes beyond the regulatory requirements of the Marketing Code of Conduct and provides clarity to sales people to ensure the correct terms and language is used when describing a contract. 

• Verification and Assurance
• Global Reporting Initiative (GRI) Index
• Glossary