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A feature of Australian energy markets over recent years has been steep rises in energy prices, especially for electricity. This has resulted in a reduction in average energy consumption as households seek to manage their energy bills. It has also resulted in increases in the level of hardship experienced by some of our customers. 

AGL is continuing to broaden the range of products and services we offer our customers to help them become more energy efficient. More of our customers are also taking advantage of different payment arrangements, such as bill smoothing, to reduce the difficulty they may experience in paying large energy bills every three months. 

## Yesterday, today, tomorrow... 

Throughout its history, AGL has shaped the Australian energy industry. The creation of innovative advertising campaigns encouraged consumer uptake of gas and gas appliances. From the Old Gas Stove round up in the 1950s to the iconic ‘Living Flame’ Girls campaign of the 1970s and 1980s, AGL has been at the forefront of energy marketing. Today, AGL’s campaign focuses on helping customer’s save money on their energy bills by providing energy efficient products, services and advice to reduce their energy consumption. 

## Objectives 

Our activities will continue to be directed towards providing an excellent customer experience. In 2013, we will continue to develop and introduce new products and services as well as broaden the provision of energy efficiency advice. Driving further improvements to customer service and realising ongoing cost efficiencies will also remain a core focus, together with growth of our electricity customer base in New South Wales. 

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## flybuys partnership 

AGL has partnered with Coles’ flybuys loyalty program which rewards customers for everyday spending on electricity and gas. AGL is the only energy retailer able to offer customers this benefit. 

## Canstar Blue – Most Satisfied Customers 

AGL received an award from independent research company Canstar Blue for most satisfied customers, electricity providers – New South Wales 2011. 

## Strong growth 

Customer accounts up by 180,000, including 152,000 new electricity customers in New South Wales. Growth in dual fuel customer accounts of 10.3% to 1.62 million. 

