AGL Energy: wrongful disconnections and failure to offer payment plans

Infringement notice
Release date: 
4 November 2020
Related provisions: 

Rules 107(2) and 111(2) of the National Energy Retail Rules


Two subsidiaries of AGL Energy Limited paid penalties totalling $100,000 following the issuing of five infringement notices by the AER. The infringement notices were issued because the AER had reason to believe the AGL subsidiaries breached rule 107(2) of the National Energy Retail Rules (Retail Rules) by disconnecting customers experiencing payment difficulties without first offering the customers two payment plans, as required by rule 111(2) of the Retail Rules. The AER also required AGL to undertake an audit under section 276(1) of the National Energy Retail Law.