There are scam emails and phone calls currently circulating that pretend to be from reputable energy companies, which claim you owe money for an outstanding gas or electricity bill and ask you to:
make a payment over the phone, or
click on a link to view your account or to make a payment.
These communications may also threaten disconnection activity within 24 hours of contact.
They often involve you being illegally contacted by an individual or company who pretend to be from AGL and who try to gain your personal information by falsely saying things like:
Your AGL energy bill is overdue and you need to share your credit card or bank account details to avoid being disconnected; or
You’ve been overcharged and we need your credit card in order to refund you.
These are just two examples, but if you receive a phone call or email that’s similarly unusual or suspicious that asks for your financial information, please do two things:
Ignore it; and
Download the AGL App or go to My Account to check on your account balance, or
Contact us to check whether we have been trying to reach you.
If you’ve provided your details on a website, by email or over the phone, and you believe you may have been a victim of fraud, please contact your financial institution immediately.
Remember, AGL will never
send you emails asking for personal banking or financial details, or
threaten disconnection within 24 hours of contact.
How the scams work:
You receive an email from a reputable energy company claiming that you owe them money.
The email may appear to come from a department like the 'Accounts Receivable Team' or 'Accounts Payable'.
The email may contain the subject title 'Your AGL Bills Update ✔'.
The email may or may not be from your current energy provider.
The email may claim that you have exceeded your energy usage limit and need to pay or even that you are eligible to use a discounted energy tariff if you click on the link.
The email may direct you to click on a link to view your account, pay your bill or download an attachment.
If you click on the link, your computer may be infected with malicious software and your identity compromised.
If you 'pay' the amount, you will lose your money and may have your credit card details stolen.
How to protect yourself:
If you receive a suspicious email for outstanding energy usage - delete it immediately.
If you're not sure if this is a scam, contact your energy provider with the contact details from their website and not from the email.
Look out for tell tale signs of a scam email, including spelling mistakes and poor grammar.
Never click on the links from suspicious emails and delete them immediately.
For more information visit the Scam Watch website.
An authorised person will be able to access your account and make changes including disconnecting the supply. However, they won't be able to add new products or connections and they won't be listed on the bill. We aren't able to have more than one person listed on an account.
You can nominate an account authority and give them permission to access your AGL account by following these steps:
From My Account, go to your profile.
Click the 'Hi [Your Name] ▼' menu and then 'Profile'
In the Personal Details section, next to Account Authorisation, select edit.
From here you'll be able to Add new authorised persons or remove existing authorities.
If you’re an AGL customer:
Have a recent AGL energy bill handy and click on the ‘My Account’ button in the top right hand corner of the AGL homepage.
Start by entering your Account Number (you’ll find it in the top right-hand corner of your bill), then follow the prompts to complete the registration process.
If successful, you’ll be taken to the My Account homepage.
Soon after, you’ll be sent a confirmation email to the email address you used to register for My Account.
It’s easy to arrange gas and electricity to be connected at your new home, especially if you’re already an AGL customer.
Log in to My Account.
Select the 'Move home' button on the right-hand side of the page, and follow the on-screen instructions.
Note: If you haven’t already registered for My Account, ensure that you have your recent energy bill handy, and select ‘Register’.
It only takes a few minutes, and if you need a hand, you can chat online with one of our consultants.
Please remember to give us 3 business days to have energy connected or disconnected at your home.
If you have any questions, please contact us.
Not an AGL customer? Plan your move with us today.
Log in to My Account, click the 'Hi [Your Name] ▼' dropdown menu, and select 'Profile'. Under 'Personal Details' you'll be able to edit contact and login details.
To update your name or date of birth, contact us. A member of our customer service team can verify who you are and help you out.
If you update your login email address, you’ll need to use it to log in to My Account. You’ll also start to be sent your energy bills to this new email address if you’ve registered for eBilling.
You might not have access to My Account if you have:
Life Support registered against your account
An unmetered account
A Commercial & Industrial account
A bulk hot water account.
If you’ve recently switched to AGL in the last 2 business days, please wait for your Welcome Pack to arrive before you register your account with My Account. It’ll have your new account number which you’ll need in order to complete your registration form.
For help registering for My Account, chat with us online , we’ll be happy to help.
Wouldn’t it be great if you could manage your energy account online and save yourself some time? Well, you’re in luck. Thanks to our online account management system, you can now manage your energy anytime using My Account.
Sure, you can always call us and have a chat. But the easiest way to manage your account is with My Account. This dedicated online management tool lets you handle many account-related issues and tasks that you may have previously dealt with over the phone.
Once you’ve registered, you can log on and perform a number of tasks, such as:
View and monitor your energy usage and bill details
View and pay your bills
Choose to receive your bills via email and take the worry out of remembering to pay by setting up Direct Debit
Check the status of your solar system
Update your personal details
Track how much energy you are using
My Account is available for residential and small- to medium-business customers, so you can manage everything in one spot. You can even register two online accounts if you have another property, like a holiday home. That’s pretty handy.
There are some details, like your name and date of birth, that you can’t change online. This is because we use those details to identify your account. If for some reason the details we have on file are incorrect, just call us and we’ll fix the mistake.
If you’re a new AGL Energy customer, you may have to wait a few days for your account to be set up for you to register and log into My Account. Just wait until you receive your welcome pack in the mail and then you're good to go.
Thanks to My Account, you no longer have to wait on hold to access your account details and make changes – just register and log on. Then you’re all set to manage your account online.
If you'd like to add another account to your online My Account, simply Contact us and we can organise this for you.
Remember to have your account numbers ready!
Please note, each energy account can only be registered to one My Account, account.
You'll see this error if you've tried to login too many times with an incorrect password. To fix this, close the page. Open a new page and then follow these steps to reset your password.
If you are having problems logging in, you can also try clearing your cache. Sometimes while we make changes under the hood you might need to reset your browser to see the changes.
Alternatively, chat to us aglener.gy/Chat and, after a quick ID verification, a member of our customer service team will be able to lift the lock on your account.
The app is available to all AGL residential customers.
Some features may not be available to customers without a remotely read smart meter.
If you’re an AGL residential customer, simply download the AGL Energy App and sign in using your My Account log in details.
If you don't have log in details for My Account you can register here.
If you don’t have a digital meter at home, you might find that you don’t have access to all of the features.
If you have more than one energy account with AGL, you’ll need to select which one you’d like to manage to start with since you can only manage one account in My Account at a time.
However, once you’re logged in, you can switch between any of your registered energy accounts.