Business Intelligence
Digital adoption
AGL continued to enhance our digital customer experience in FY26, expanding self-service functionality and AI-powered support to make it easier for customers to interact with us online. New features, including Self-Service Refunds and Customer Budget Tracker, gave customers greater control over their energy services, while the AI-powered AGL Assistant now resolves around half of all energy chats. AGL maintained industry brand leadership and continued to be ranked as the #1 digital app in the Australian energy market, with external recognition for excellence in design of the AGL mobile app.
Digital Active (%): the percentage of contracts considered to be Digital Active as a proportion of total contracts (excluding Staying Connected customers). Digital Active customers are defined as customers that have accessed one of AGL’s digital channels (including MyAccount, App, Web etc.) at least once in the last 180 days. |
Digital Only (%): the percentage of residential customers who, in the last 90 days, have only interacted with AGL via AGL's Digital ecosystem, including agl.com.au, help and support, MyAccount and the Mobile App. This includes customers on both eBilling and Direct Debit. |
AGL Mobile App analysis based on Apple App Store ratings of Tier 1 Australian telco and energy companies with >1k customer reviews. |
Migrated Ampol Energy customers are included from November 2025. |
OVO Energy customers are included in the Digital Only Metric from March 2026. |
South Australia’s Virtual Power Plant (SAVPP) customers are included from May 2026. |