AGL won’t put me on a hardship plan, what are my rights?
What AGL is required to offer customers in financial hardship, and what to do if you were refused a payment plan or pushed toward disconnection instead.
Regulator
State energy ombudsman (EWON in NSW, EWOV in VIC, EWOQ in QLD)
Key legislation
National Energy Retail Law and the National Energy Retail Rules
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to State energy ombudsman (EWON in NSW, EWOV in VIC, EWOQ in QLD) is prepped and ready.
Retailers are required to have an approved hardship policy and to genuinely offer it to customers experiencing financial difficulty, not just mention it exists. If you have told AGL you are struggling to pay, or shown signs of hardship such as repeated missed payments, you should be assessed for hardship assistance: a flexible payment plan, tailored to what you can actually afford, rather than a standard demand for the full amount or a fast track toward disconnection.
A hardship customer should not be treated the same as someone simply refusing to pay. If AGL declined to discuss a payment plan, insisted on an amount you had already explained you could not manage, or moved toward disconnection without properly assessing your situation, that is a failure to apply its own hardship obligations, not just an unhelpful phone call.
Put your hardship circumstances in writing and specifically ask to be assessed under AGL’s hardship program, referencing that you are requesting this formally. If you are refused, or offered a plan that plainly does not reflect what you can pay, escalate to your state energy ombudsman, EWON, EWOV or EWOQ. It is free, and can investigate whether AGL properly applied its hardship policy in your case.
Frequently asked questions
Do I have to formally declare hardship for protections to apply?
It helps to say so clearly and in writing, but retailers are also expected to recognise signs of hardship, such as repeated missed payments, and respond accordingly.
What should a hardship payment plan actually look like?
One genuinely based on what you can afford, not a fixed amount you have already said you cannot manage. If it is not realistic, say so and ask for it to be revised.
Can AGL disconnect me while I am on a hardship program?
Generally not while you are genuinely engaging with the hardship process and meeting an agreed, affordable arrangement.
What if AGL just offers debt collection instead of a payment plan?
That suggests hardship assessment did not happen properly. Put your circumstances in writing and ask again, referencing the hardship policy directly.
Are concessions and rebates part of this too?
Ask AGL to check you are receiving every concession or rebate you are eligible for, this is a separate but related entitlement worth confirming.
What if AGL still won’t engage properly?
Escalate to your state energy ombudsman, free of charge, which can investigate whether AGL’s hardship policy was applied properly in your case.
What if AGL just ignores my letter?
Silence is not a dead end, it is a deadline breach. AGL is expected to respond to a formal complaint within 30 days. Build your letter with us and we track that deadline for you: a countdown check-in two weeks in, and if they miss the deadline, your escalation to your state energy ombudsman (EWON in NSW, EWOV in Victoria, EWOQ in Queensland, or your state equivalent) arrives pre-filled and ready to lodge. Escalating is free.
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Open the AGL armoury →screwtheman.com is not a law firm and does not provide legal advice. The content on this page is for general information on consumer rights, legislation, and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.