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.
The AGL Skill on Amazon Alexa and AGL Action on the Google Assistant are voice services you can use to help you manage your AGL energy account. With a simple voice command, they can help you get information about your AGL account without having to log in or pick up the phone.
At AGL we take your privacy seriously. You can control what information is stored and shared with Amazon and Google.
Learn more about how your data is collected and used:
AGL Skill on Amazon Alexa – FAQs AGL Action on the Google Assistant – FAQ’s
Join the discussion on AGL Community and provide feedback on your experience:
AGL Skill on Amazon Alexa – discussion and feedback thread AGL Action on the Google Assistant – discussion and feedback thread
Protect your computer and other devices by keeping your software current and installing anti virus software to keep the criminals away!
The only way to keep yourself safe is to keep you software current, updating apps and operating systems as soon as updates are released - especially after a security issue has been identified.
The updates are released because software vendors are always adjusting their code to keep ahead of the criminals.
Software updates are a crucial step in keeping your private information private.
And don’t forget to install anti-virus software on your devices.
Viruses, worms, Trojan horses, ransomware......are just some of the intruders that anti-virus software will stop. Anti-virus software helps protect your computer against most viruses, worms, Trojan horses, and other unwanted invaders that can make your computer "sick".
The invaders perform malicious acts, such as deleting files, accessing personal data, or using your computer to attack other computers.
To keep your devices healthy, install anti-virus software. Do some research on anti-virus software but some of the big names in Anti Virus software are Norton by Symantec and McAfee.
Stay Smart Online has lots of good resources on how to protect your information.
Where can I go to get help?
Scamwatch provides information to consumers and small businesses about how to recognise, avoid and report scams.
Stay Smart Online provides useful information and resources to help you and your family stay safe from cyber security threats. AGL is a proud supporter of Stay Smart Online.
Both Scamwatch and Stay Smart Online have an email alert system that you can subscribe to.
A strong password is a safe password.
Short and simple passwords might be easy for you to remember, but unfortunately are also easier for cyber criminals to crack.
A strong password is greater than eight characters long and a mix of upper and lower case letters, numbers and other symbols:
Lowercase letters a,b,c...
Uppercase letters A,B,C…
Learn how to set and use passwords with Stay Smart Online.
And remember never share your passwords with anyone and use different passwords for each of your online account that way if they get into one they will not be able to access your other accounts.