Mailing issue update

Monday 17 December 2018

Following an investigation into a mailing error that resulted in approximately 6000 ActewAGL and Icon Water customers’ invoices being inadvertently sent to the wrong address, ActewAGL can confirm the cause was a third-party programming error isolated to an invoicing cycle over December 5, 6 and 7.

The issue has been rectified and updated invoices will be mailed to the correct addresses this week.

ActewAGL has confirmed the names of all recipients of misdirected mail and a team of operators continues to retrieve the documents. Recipients we cannot contact by phone will receive a letter and a pre-addressed express-post satchel in which we ask them to kindly return the mail.

The privacy of our customers is of the utmost importance and we deeply apologise for this incident. While the misdirected documents contain only standard invoicing information – no bank or credit card details, phone numbers or dates of birth are included – we realise this error has caused concern for some of our customers.

We would like to thank those who have contacted us to let us know they have received misdirected mail, and ask that recipients please do not use or disclose any of the information contained within these invoices.

We are separately mailing all customers whose invoices have been misdirected to explain what has happened.

We ask that customers please contact us on 13 14 93 if they have concerns about their account, or would like to report receiving mail in error.

We are working with the Privacy Commissioner on the issue and urge those who have privacy concerns to visit the Office of the Australian Information Commissioner website at

Again, we apologise to our valued customers for this error.