AGL fined $60,000 for failing to inform of contract end

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AGL has been fined $60,000 by the Australian Energy Regulator (AER) for failing to inform customers of contract end.

The AER issued the infringement notices alleging that, between 2013 and 2017, AGL failed to notify more than 1000 customers across NSW, SA and QLD that their fixed term retail contracts were due to end.

The National Energy Retail Rules require retailers inform customers in writing about their options at the end of any fixed-term contract, such as setting up a new contract or moving to another retailer.

Importantly, retailers must disclose what happens if they choose to not enter into a new contract with their current retailer.

“I am particularly concerned by not telling customers their retail contracts were due to end, AGL failed to provide customers with time to look around for a better energy deal,” AER chair Paula Conboy said.

“These requirements of the retail rules are important safeguards to ensure customers are fully informed and able to make active choices of their retail energy supplier.”

Recent changes to the retail rules mean customers who sign up to an ongoing contract that has a specified benefit period must also receive notification when that benefit is ending or changing.

Ms Conboy said the AER will be closely monitoring retailers’ compliance with this new requirement to ensure customers get the benefit of the new rule.

The payment of a penalty specified in an infringement notice is not an admission by a business of a contravention of the retail rules.