Protecting yourself against scams and fraud

ActewAGL takes the security of customers’ information and privacy very seriously and wants to help you protect yourself against online scams, hoax phone calls and identification fraud.

Whilst we take every possible precaution to protect customers and our organisation, fraudulent activity is increasing and energy companies are often targeted.

If you receive correspondence and wish to confirm if it is genuine, please contact ActewAGL on 13 14 93 to discuss. If the contact is suspicious we recommend reporting the incident to the Australian Competition and Consumer Commission via the SCAMWATCH website ( or by calling 1300 795 995.

Online scams, phishing and hoax emails

Increasingly there are hoax emails circulating that look like an electricity or gas bill. It’s important to know that ActewAGL will never ask for your banking details or request payment by credit card through email. If you receive an email asking for payment or to click on a link or attachment, please follow these steps:

  • Do not open any attachments
  • Do not click any links contained in the email
  • Do not provide any account or banking details via the email
  • Do not forward the email to ActewAGL or anyone else
  • If possible, take a print/screen shot of the suspicious email
  • Record the time you received the email
  • Record the email address of the sender (be careful to record this correctly)
  • Record what the email asks you to do
  • Delete the suspicious email completely from your system
  • Report the incident through the SCAMWATCH website
  • Protect your computer and devices by having up-to-date anti-virus software.

If you have selected ‘email’ as your preferred communication method with ActewAGL, you may receive information relating to your current bill or important account notifications. Sometimes we also send emails to customers about market offers, to conduct market research or to gain feedback on their interaction with us as a customer.

Examples of hoax emails

Screenshot of the new-look hoax email claiming to be an electricity or gas bill from AGL Energy

Hoax telephone calls

ActewAGL warns customers to be cautious of hoax telephone calls. If you are suspicious of a caller claiming to be from, or representing, ActewAGL, try to gather the below information before hanging up. Don’t provide any personal details to the caller and call us on 13 14 93 so that we can assist you. Information to record:

  • Caller’s name
  • Reason for call
  • Phone number they are calling from
  • Caller’s location.

ActewAGL SMS bill reminders

From time-to-time, we may send you a reminder via text message (SMS) that you have an overdue bill or a contract with us due to expire. This message asks you to contact us on 13 14 93. If you believe you have received a SMS as a hoax or scam, please call us so that we can assist you.

Identification fraud 

ActewAGL will never request face-to-face payment for a product or service at your property. ActewAGL staff or contractors seeking to conduct work on your property or inside your house will always present staff photo identification.

If someone comes to your door claiming to be from, or working on behalf of, ActewAGL but cannot identify themselves by producing ActewAGL identification, do not let them in. If you have concerns about your safety contact the police.