Mailing issue update

Wednesday 19 December 2018

ActewAGL has identified 100% of the 6000 ActewAGL and Icon Water customers whose invoices were misdirected due to a third-party programming error, and has written to each of them to advise of the situation.

91% of the misdirected invoices have been collected and the programming error has been corrected. Updated invoices will be distributed this week.

We would like to thank those customers who have contacted us to advise of mail they have inadvertently received, and those we contacted who assisted in our retrieval of the documents.

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 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 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.