ActewAGL has acknowledged customers may be able to negotiate a cheaper energy plan even if their bill says they are on the retailer’s “best offer”, prompting criticism from independent MLA Thomas Emerson.

During Budget Estimates hearings, acting ActewAGL Retail chief executive Megan Wilcox said customers receive advice every 90 days if a cheaper plan is available with their current retailer, but could still contact the company to seek a better discount.

Mr Emerson said the practice was misleading, arguing customers should not have to negotiate or threaten to switch retailers to access the lowest available price. He said the issue was particularly concerning during the cost-of-living crisis, given ActewAGL is 50 per cent owned by ACT Government-owned Icon Water.

Ms Wilcox took questions on notice about what prompts ActewAGL to offer customers a better deal than the “best offer” shown on their bills and whether complaints had been received about the practice during the past financial year.

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