AGL: how to leave, exit fees, price changes, moving house and complaints

AGL Retail Energy Limited (ABN 21 074 839 464) sells electricity and AGL Sales Pty Limited (ABN 88 090 538 337) sells gas; both belong to AGL Energy Limited. AGL supplies households in New South Wales, Victoria, Queensland, South Australia and Western Australia. This page is based on the Market Contract General Terms updated 1 October 2026 (NSW, VIC, QLD and SA), the October 2026 NSW fee schedule and AGL’s help pages.

How to leave AGL

You do not have to ring AGL to cancel. Sign up with the new retailer and it arranges the transfer. The market contract ends when another retailer becomes responsible for the sale of energy at your address. AGL then sends a final bill and refunds any credit.

If you only want the supply switched off, because you are moving out and nobody is moving in, AGL asks you to sign in to My Account or the app and ask the AGL Assistant chat to book a disconnection on your preferred date. A final meter read or disconnection fee may be passed through from your distributor; if the meter can be read remotely, no fee applies.

Changed your mind after joining? The cooling-off period is 10 business days from the day you receive the last of the documents AGL must give you. Cancel in writing or by phone and the contract has no effect.

Contract terms and exit fees

There is no notice period for leaving: the contract ends on transfer.

The question is the early termination fee, which AGL also calls an exit fee. Clause 4.4 lets AGL charge “the fee set out in the Offer” if you end the contract before the Energy Plan End Date. The amount is not in the general terms, and the NSW fee schedule lists only a late payment fee and pass-through distributor charges, so look in your Offer and welcome documents. Three protections are written into the terms: no fee after the initial end date; no fee on a plan AGL rolls you onto when the first plan expires; and no fee if AGL changes your charges because the Offer was based on wrong information or your meter changed.

When a plan period ends, a contract without a fixed term continues on the same terms unless AGL sends a notice with new rates; a fixed-term contract ends and supply continues under a deemed arrangement unless you accept a new plan. Energy Made Easy says that notice must arrive 20 to 40 business days before the change in the states under the national rules. Our guide Benefit period ending or price change notice explains what to do with it.

Price changes: your rights

On a fixed rate plan the terms say AGL will not increase the rates before the end of the fixed period in your Offer, apart from the exceptions above, a change you ask for, or where the rules require or permit it.

On other plans AGL may vary charges by written notice given as the rules require. The national rule since February 2019 is at least 5 business days before a price change, and in Victoria the Essential Services Commission limits increases to once a year. Clause 6.1 adds that when charges change you may end the contract under AGL’s Fair Contracting Promise. A change to the contract terms themselves needs 20 business days’ notice.

Moving house

Tell AGL at least 3 business days before you move out. The contract ends on the later of the agreed date and the date AGL obtains a meter reading. If you give no notice and the property is disconnected or needs a special read, a move-out fee from the fee schedule can be added to the final bill.

If you stay with AGL at the new address, the Movers Guarantee waives any early termination fee when you accept a new AGL offer there, or when AGL does not sell energy in the new area. Your old supply is not cut off automatically; book the disconnection when you book the move. Our guide Moving house: connecting electricity and gas covers the steps by state.

Contact and complaints

General line 131 245; interpreter service 1300 307 245; post to Locked Bag 14120 MCMC, Melbourne VIC 8001. For complaints the terms list four channels: 131 245 (8am to 6pm AEST, Monday to Friday), Complaints@agl.com.au, the complaints form on the website and the webchat in the AGL app.

If you are not satisfied with the outcome, you can go to the energy and water ombudsman in your state. The service is free and independent.

What to check before you switch

Find your Energy Plan End Date and any early termination fee in your Offer or in My Account. If the fee is more than the saving over the months left, wait for the end date; from then on no fee applies. Our bill explainer shows how to compare your rates with the reference price in your area.

Then compare plans for your address in the Australian energy comparison, or on Energy Made Easy and, in Victoria, Victorian Energy Compare. The contract reminder can email you before the end date so you use the 20 to 40 business days the notice is meant to give you.