|Date:||1 Jul 2015 - 30 Jun 2020|
|Updated:||1 Jul 2020|
|Type:||Whole of government|
From 1 July 2020, Origin Energy Retail Limited is the new supplier on this contract.
AGL customers are advised to transition to Origin. From 30 June 2020, AGL’s standard market rates apply.
Origin contract effective 1 July 2020
Contract 4000 provides the retail supply of natural gas to:
- NSW Government small sites where consumption is less than 10 terajoules per year
- eligible non-government customers in NSW and ACT with consumption below 10 terajoules per year.
NSW Government agencies are mandated to use this contract.
Non-government eligible buyers are not mandated but may use this contract for its retail supply of natural gas to small sites. Eligible customers in NSW and ACT need to sign and execute a Retail Gas Supply Agreement (RGSA) to establish an account.
Key contract features
- pricing model with 2 components: commodity rate plus distribution charges
- commodity rates fixed for the term of the contract
- distribution charges are subject to changes as they are passed through at actuals
- competitive rates against market rates at the time of contract establishment.
Transparency on charges
Gas bills are comprised of commodity rates and regulated charges, such as distribution charges. Contract 4000 provides transparency on all charges at the contract level. All charges are bundled together on customer invoices.
Consolidated billing at no extra cost
Customers may request a consolidated bill covering multiple MRIN’s on their RGSA. Origin will not charge any additional cost for consolidating individual bills.
Pre-negotiated terms and conditions
NSW Procurement have negotiated fair terms and conditions for this contract.
Supplier performance management
Supplier performance is managed by NSW Procurement with a comprehensive set of Key Performance Indicators measured periodically.
Online portal for customers
Customers have access to Origin's online portal where they can:
- download their individual and collective invoices
- search data using MRIN and custom date range
- generate consumption and usage data.
Consumption and usage reports
Customers may request consumption and usage reports from Origin and set out their reporting requirements on their RGSA.
Customers may identify savings through reports and monitoring of consumption and usage data and undertaking energy efficiency initiatives.
Help desk, dedicated customer service team and relationship manager
Origin has a help desk with dedicated customer service representatives with knowledge on contract 4000.
Agencies also have access to Origin's dedicated Relationship Manager. Details of your Relationship Manager can be requested during the signing of the RGSA.
Please refer to the list of suppliers tab for more information on the customer service team.
Combined public and products liability of $20 million.
AGL contract ended 30 June 2020
Expand below to view information about the previous contract with AGL.
This information applies to the contract with AGL ending on 30 June 2020.
AGL contact details
AGL Retail Energy Pty Ltd (ABN 21 074 839 464)
Address: Level 22 101 Miller Street North Sydney NSW 2060
Buyers are encouraged to send feedback to NSW Procurement at email@example.com where they receive either a good or a sub-standard service from AGL.
Key contract features
AGL must provide clients and NSW Procurement with various formats of reporting to help clients to analyse their gas consumption more efficiently, thus reducing consumption costs.
Site consumption reports
Generally multiple site agencies will make use of these reports. AGL will set up the process for compiling these reports and the supply addresses that will form part of the agency customer report and it is to be provided at no cost to buyers.
Buyers can request monthly, quarterly, six-monthly and / or annual account consumption reports.
if the metering equipment installed at the site address makes an incorrect reading or fails to operate (either at all, or properly), or if access to the metering equipment at the supply address is denied for any reason, the contractor will estimate the quantity of gas supplied having regard to the buyer's prior billing history, to meter readings subsequently obtained, or by any other procedure established under the NSW Gas Supply Act 1996 or any other relevant law applicable to the contractor.
AGL NSW Government Service team
AGL offers a specialist team as the central point of contact. They can be contacted on 1300 793 477 or by email NSWGovt@agl.com.au. They can provide support with:
- billing enquiries, cancelled bills, incorrect rates, etc
- product and pricing
- transitioning of roll out of sites
- invoicing - these reports are maintained by the supplier and reported to NSW Procurement on a monthly basis and errors, if any, are to be resolved within 10 working days.
Complaints and disputes
Any disputes arising between the buyer and AGL should be first dealt with between the buyer and AGL.
Issues should be brought to the attention of AGL’s customer relationship manager Umma Khan for resolution. Buyers should email their concerns to Andre Smith at firstname.lastname@example.org
If issues remain unresolved, then an email should be sent to the NSW Procurement Service Centre at email@example.com with all supporting documentation for NSW Procurement to resolve the issue with AGL as required.
On the other hand, buyers should also provide their feedback to the NSW Procurement Service Centre where they received excellent service from AGL.
Government taxes and charges
All taxes, duties and charges imposed or levied in Australia or overseas in connection with the performance of this agreement will be borne by the supplier.