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.
A digital meter (otherwise known as a smart meter) has the ability to provide remote meter readings, which can remove the need for estimated bills and onsite meter reads.
With the AGL Energy App, you can access historical energy usage data by hour, day, week and month. Without a smart meter in your home or small business, the AGL Energy App will be missing some functionality, including current electricity usage and bill projections.
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.
If you get a message that says “your password is no longer secure” and we’re asking you to reset it, here’s why:
While your login details remain safe with us, we’ve been advised that your email may have been leaked by another website or service. We take your security very seriously, so you’ll need to reset your password before you log in again. We’re not sure which website or application is responsible for this leak, but we recommend checking out Stay Smart Online for some useful tips about online security.
How is bill projection calculated?
Your bill projection is an estimated total of what your bill will be at the end of your billing cycle, either for the month or for the quarter.
For customers with a smart meter, the bill projection estimate will be based on your average daily usage so far and the number of days left in your billing cycle.
For customers with a basic meter, the bill projection estimate will be based on your energy usage for the same period last year, your most recent bill, or if you're new to AGL, it will be based the average of similar customers or households in your state.
How are 'usage so far' and 'cost-to-date' calculated?
For customers with a smart meter:
The usage so far is the amount of energy you've used so far in this billing cycle.
The cost-to-date is the cost for your usage so far and will include supply charges, usage charges, any applicable solar, demand or green charges, and one-off credits, along with GST.
For customers with a basic meter:
The usage so far is an estimated figure based on your usage for the same period last year, your most recent bill, or if you're new to AGL, with this meter it will be based other customers or households in your state.
The cost-to-date will be the costs associated with this estimated usage and includes supply charges, usage charges, guaranteed discounts and concessions, along with GST.
Regardless of your meter type, if you're receiving other credits like a pay on time discount this will not be included in the cost-to-date estimate.
Other helpful resources to help understand bill calculations:
For more information on GST, refer to Do fees and charges include GST?
If you have recently completed your own meter read and would like to understand how this affects your bill projection, please refer to How is my electricity bill calculated after completing my own meter read?
Need more help understanding your bill? Take a look at I don't understand my bill. What can I do?
Download or view the projected bill details in My Account or the A GL Energy App.
You can download the app from the App Store or the Google Play store. Once downloaded, you will need to sign in to the app using your AGL account details.
If you haven't registered for My Account with AGL, you can easily do this with the AGL Energy App.
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.
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.
The best way to view, manage and pay your bills is via My Account , or via the AGL app .
From the My Account dashboard, go to the Billing tab and select 'Download your PDF bill' to view your most recent bill. Previous bills are available for download below.
In the AGL Energy app, select the Billing tab, then Bill History to view your bills.
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’re an AGL customer, you can:
Enter your own meter reads.~
View historical billing data.
Easily pay bills via PayPal or credit card.
Download your bill
If you also have a digital (or 'smart') electricity meter, you can:
View your daily and monthly usage.
Receive a projection of your next bill amount.
~Only available to customers without a remotely read smart meter.
We are aware of an issue that is affecting a number of our customers when trying to access their solar and electricity usage information through My Account when clicking on the USAGE tab.
Affected customers will see this screen and the link to “Go to electricity and solar usage” does not provide access to the correct screen.
We are currently making some updates in the background which might be the cause of this issue. Our technical teams are investigating this at the moment. We’ll provide an update here as they unfold.
If you are experiencing this issue: 1. Log out of the App or My Account and log back in.
2. If the Usage page does not load correctly and you continue to see the above screen, please clear your cache (instructions here) and retry.
3. If the above instructions fail to resolve the issue please let us know your device, browser and account information and we can investigate with you directly. Please send the moderator a private message. While we appreciate the frustration this inconvenience has caused, we greatly value your feedback and any information you contribute towards a solution.
If you get an error message when you try to update your email address, verify a mobile number, link a social account or create a password, please contact us. If you can, make a note of the specific error message before getting in touch. This will help us resolve your issue faster.
The PIN we send you only lasts 24 hours. Once it’s expired, you’ll need to repeat the process for updating your email.
If you can still log in using your mobile number or old email address, you can update your email address online yourself.
If you're unable to access My Account, please contact us to complete the process.
If you recently called to update your login email address, you’ll need to click on the link in the email we sent you and enter the PIN provided to you by your customer service representative. The PIN only lasts for 24 hours.
If your PIN has expired and you can still log in using your mobile number or old email address, you can update your email online. Otherwise, please get in touch to complete the process.
It’s possible the code has expired or you’re entering the wrong code. Some things to try:
1. Check that you’re entering the right number 2. Check that you're using the most recent code sent to your email or SMS 3. Make sure you enter the code within 5 minutes of receiving it 4. Click 'Resend' at the bottom of the ‘Verify Code’ page to try again.