We understand that life doesn’t always go to plan and sometimes you just need a little more time to pay. AGL offers a range of payment help, including online tools to arrange a payment extension for your bill. Eligible customers are able to apply for payment extension in the Billing tab in My Account by selecting I can’t pay my bill this time. If you’re unable to see this option, you’ll need to get in touch with us via Messaging in My Account or the AGL Energy app.
Our team can also help you check if you quality for a payment plan via Messaging through My Account. Have your account number and recent bill handy.
For additional other options that might be available to you:
Eligible customers can log into My Account and manage other payment arrangements, such as instalment plans
Check whether you qualify for a payment plan, relief scheme or a government funded concession.
Learn more about how Bill Smoothing can help make budgeting easier.
If you’re a Victorian residential customer and experiencing temporary or long-term financial difficulty which impact your ability to pay a gas and/or electricity bill, you may be entitled to assistance as part of our Payment Support Victoria program.
For NSW, QLD, SA, and WA residential customers, our Staying Connected program provides personalised assistance that goes beyond traditional payment plans. It’s confidential support so you can get back on track with your home energy bill.
Sometimes we might need to estimate your energy usage, rather than organise a read of your meter. There’s a few reasons why this might be necessary.
For example, the distributors who read your meter might have trouble accessing it. This usually happens if your meter’s been installed indoors, is behind a locked gate, or is guarded by a pet pooch.
If you receive monthly bills, we’ll need to estimate your usage as your distributor usually only provides us with an actual read every two or three months. If you’ve got a smart meter installed, it’ll upload your meter data at 30 minute intervals.
Once we get an actual meter read from your distributor, or once you submit a read yourself via My Account or the App, we’ll check and correct your account based on if we’ve charged you too much or too little. If we have charged you the wrong amount, we’ll either include an adjustment on your next bill or resend you an adjusted energy bill. You can tell if your bill is based on an estimate or an actual read by looking at the ‘Reading Type’ or ‘Current Reading’ section on the back of your bill.
Avoiding estimated bills is easy: Just submit your reads online via My Account or the App and we’ll bill you based on those reads. Check out this guide for reading your meter otherwise for circumstances where these options might not be possible, if you need to request an actual meter read (a fee may apply). please chat with us to arrange.
If you have a smart electricity meter that’s remotely read, we use real usage data to work out your monthly bill.
For customers with a basic meter that's read every two to three months, we don’t have actual data to use each month. Instead, we estimate your energy usage on a variety of factors including your historical usage and seasonal activity, then bill you on that figure. When an actual meter reading is completed, we adjust your account as needed. Customers new to AGL won't have historical data so estimates are based on averages of similar customers over the time period.
If you have a basic meter and would like to avoid estimated bills, you can submit your own meter reading in My Account.
Learn How to submit your own meter read here.
1. How does centralised hot water billing work?
Centralised (or bulk) hot water systems are common in apartments and multiple residencies. Each residence will have an individual hot water meter connected to a central hot water system. Customers with centralised hot water are billed for the volume of gas used to heat the water based on the usage recorded by their individual hot water meter (see question 3 for more information on how your usage is calculated and billed).
2. How do I know if I have centralised hot water billing?
You will have an individual water meter for your apartment and a central gas hot water system for the apartment block or units. More information is available from your Body Corporate or Owners Corporation.
Understanding your bill
3. What is the common factor?
So your gas hot water usage can be calculated, the common factor is used to determine the amount of gas (in mega joules) required to heat a litre of water. It is calculated by dividing the total amount of gas used to heat the water (MJ) by the total amount of water (L) used as recorded by the central hot water system. The common factor is provided to AGL by your distributor who is responsible for reading the master meters (these meters are the ones common to the entire apartment block).
4. Why do you multiply my usage by 10 as well as the common factor?
[Information for NSW customers only excluding residents of Wagga Wagga and Tamworth]
If you live in NSW, you may notice that your usage has been multiplied by 10, as well as the common factor - this is because the hot water meter measures your usage in decalitre (a metric unit of capacity equal to 10 litres).
So in order to calculate your bill, we multiply your individual usage by 10 to determine your usage in litres, and then by the common factor (as the common factor is the amount of gas required to heat a litre of water).
Your Meter Reading = 1111 dl (x10)
Your Meter Reading in Litres = 11110
Gas usage of all units = 57544 MJ
Water usage of all units = 126190 litres
Common factor = 57544 / 126190 = 0.4560107 rounded to 0.456011
Energy (MJ) = 1111 x 10 x 0.456011 = 5066.28 rounded to 5066 MJ
Monitoring your usage
5. How do I read my meter?
On most hot water meters, you’ll see a series of numbers. The black numbers measure whole units and the red numbers measure decimals. By reading the meter at two different points in time (such as at the beginning of the day and at the end) you will be able to determine what your water usage is for that amount of time.
AGL have partnered with PayPal to offer AGL customers the option to pay their energy bills:
There are no fees to use PayPal
PayPal securely stores your financial information and does not share it
Your PayPal wallet can store a variety of funding sources, including PayPal balance, bank accounts, and credit cards including American Express.
Pay once-off using Paypal
To make a PayPal payment to AGL, click here.
AGL Customers who are registered for My Account can also make PayPal payments via the Billing page.
Set-up Direct Debit with Paypal
Direct Debit via PayPal is also available for AGL customers who would like the convenience of Direct Debit and the comfort of having payments automatically deducted via PayPal’s secure payment platform.
To sign up to Direct Debit via PayPal, you must have a PayPal account, and My Account. Sign up to Direct Debit via PayPal by logging into My Account.
If you pay your energy bills using a credit card, or any card that uses a credit card payment facility, AGL is charged a merchant services fee by your financial institution. This will appear on your next bill as ‘payment processing fee’. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule.
There are other methods for paying your energy bills with AGL that won’t incur a payment processing fee, which you can learn about here.
Whilst your gas meter measures gas usage in cubic meters, your usage is actually billed in ‘megajoules’ or ‘units’ on your bill, depending on your state.
To calculate the number of megajoules, you must subtract your meter’s end read from the start read, then multiply by pressure factor and heating value.
For WA, the number of Megajoules is then divided by 3.6 to get to billed units.
A unit of gas is equivalent to 1 kilowatt hour of energy.
The pressure and speed of the natural gas delivered to your property will often vary and is based on environmental factors, such as temperature and the appliance that is consuming the gas.
The easiest and simplest way to pay now is online. It’s quick and you don’t need to log in. Pay your bill now.
Take control of your billing using My Account. When you’re logged in to My Account you can view and pay your bills, and adjust your billing preferences.
You can also switch to paperless bills or eBilling in My Account, which saves paper.
Find out more about using My Account.
Spread your energy costs for the year across monthly, fortnightly or weekly instalments. Combining Bill Smoothing with direct debit payments makes paying your bill straightforward.
Other ways to pay
There are lots of options, so you can find the one that works for you. You need to know that some methods can attract a payment processing fee, including credit cards.
Here are all the ways you can pay:
Direct debit: An automatic arrangement to debit your bank account or credit card for your entire bill on the due date.
Use your credit card to pay online now.
PayPal: Pay online with your PayPal account (including AMEX).
BPAY: Use your bank’s internet banking system to pay via BPAY, or send bills directly to BPAY View. Find the BSB and Biller code.
Post Billpay: Pay via your local AusPost office (cash, card or cheque) or the Post Billpay web page.
Centrepay: Make regular payments directly from your Centrelink payment benefit.
Mail: Send a cheque or money order to: AGL Sales Pty Ltd, Locked Bag 20024, Melbourne VIC 3001.
Pay over the phone by calling 1300 657 386.
Need more time?
When you’re having trouble paying your bill on time, use My Account to check out your payment extension options. Or our Staying Connected team can chat through your options and make a plan to manage your account.
Explore your payment options.
When paying your bill via BPAY, you will need a biller code and a reference number.
The biller code is one AGL provides, and it depends on your account particulars. The reference number is specific to your account. Refer to the bottom page of your most recent bill, like this to find the biller code:
If you receive your bill via email, you'll find this information in the detailed PDF version of your bill. In the email, click Download your bill (PDF) - you'll be presented with your detailed bill, which includes all relevant payment reference numbers on the bottom of the second page.
If you don't have access to a bill, please reach out to our web chat team for assistance as your biller code can vary depending on the state you live in.
Check out AGL Bill Smoothing to see how we can help take the surprise out of your energy bill[s].
What is bill smoothing?
AGL bill smoothing is a payment plan that creates a regular estimated bill. It works by splitting the estimated total cost of your energy bills over the next 12 months into equal monthly, fortnightly or weekly instalments.
The bill amounts are, as the name suggests, ‘smoothed out’ – or averaged over a year.
What are the advantages of bill smoothing?
Bill smoothing is designed to take the surprise out of your energy bill[s], by splitting the estimated cost into smaller instalments spread over 12 months.
Bill smoothing reduces the impact of seasonal energy use (for example high heating or cooling costs).
It also has the benefit of making your energy costs more predictable and easier to manage, allowing you to plan your budget and cash flow.
Will I still receive statements?
Yes. With Bill Smoothing you continue to receive account statements on your usual quarterly billing cycle. The statements include information about your energy usage, so you can monitor how, where and when you use energy throughout the year.
If you are signed up to Bill Smoothing, we will review your estimated instalments each billing period. You will be notified, when you receive your bill, of how you are tracking and whether any changes are required to your Bill Smoothing arrangement.
How do I set up Bill Smoothing?
Bill Smoothing is available to residential and small-business customers.
You can set up Bill Smoothing online using My Account or by contacting us. And of course we will confirm all details and instalment amounts with you in writing.
What if I need to cancel a Bill Smoothing plan?
If you wish to cancel an existing Bill Smoothing plan, please contact us. You will need to pay any outstanding amount owing on your account, and you will receive a refund if you have overpaid. If you pay by direct debit, please contact us at least three business days before your next payment is due.
What if I move house?
Your Bill Smoothing plan will be automatically cancelled if you move house (as your usage will change too). Log in online using My Account, or contact us if you would like to set up a new Bill Smoothing plan for your new house.
What if my payment amounts have changed?
If you’d like more information about your payment amounts you can contact web chat team here or call us to discuss. We will review your Bill Smoothing payment amounts at each bill against your actual usage to ensure you’re never paying too much or too little towards your actual annual usage.
What other payment arrangement options are there?
AGL offers a range of flexible billing options with various payment options to suit everyone.
Bill Smoothing is a really helpful payment plan that takes the surprise out of your energy bill.
Visit My Account to sign up.
My bill seems higher than usual, what should I do?
If you've received a bill that's higher than usual, it can be due to a number of reasons. It’s important to understand where and when you use energy. Here are some checks you can make to help lower your cost:
Hot summers and cold winters can be contributing factors to a high bill. Cooling and heating appliances used to cope with changes in weather can increase your energy usage.
Check to see if you’re using more energy than usual by comparing your bill with your previous summer/winter usage. You can check previous bills using My Account or the AGL Energy app
Take advantage of natural heating and cooling opportunities - have a look at our Home Energy Saving Tips page for more.
Have you received an estimated bill?
If you're receiving monthly bills, it's possible that the higher bill you received is due to an estimated bill - either this bill or the previous one. Estimated bills can either be based off your usage history with us or, if you've been with us less than 12 months, it'll be based off the average of similar customers. Your higher bill may be an estimated bill itself, or it could be an actual, metered bill that is higher because the last estimated bill was too low.
If you're on quarterly billing and have received an estimated bill, this is most likely due to an inability to read your meter. To avoid this, make sure there's clear and safe access to the meter with no locks or dogs that could prevent a read from occurring. You can find more information on our Why do I get estimated bills page.
You can avoid estimated bills by submitting your own meter read as the next section explains.
Submit your own meter read
If you have a basic meter, you can request an adjustment to an estimated bill by submitting your own meter read. You can see what type of meter you have on our Read Your Meter page
You can avoid an estimated bill by providing your own meter read two days before your next bill.
Check if you’re eligible for concessions
You may qualify to receive various energy concessions, rebates or grants on your AGL account.
Check your eligibility and get in touch to ensure eligible concessions are applied
Concessions can be found on page 2 of your bill, under 'New charges and credits'.
Know what financial assistance options are available to you.
The more appliances you have and use, the higher your energy bills will be. Energy Insights can help you understand where you're using the most electricity. If you have a smart meter and you’ve set up your Home Profile through My Account, you'll get greater visibility with estimates of your home’s electricity usage by appliance category.
Register for Energy Insights
Set up or update your Home Profile
Did you recently move house?
Have your living arrangements recently changed which may have had an impact on your energy usage? Your new home might be larger or new house mate may have moved in? Check our energy efficiency guide for practical ways to reduce your energy bills.
Did you recently get or change any appliances?
If you've recently bought new appliances, they may be consuming more power than you realise - particularly if it's something that uses stand-by power.
Replacing an appliance can also cause your bill to go up. Typically, newer appliances are more energy efficient than older ones, but that's not always the case. Use the Energy Rating Calculator to compare running costs of appliances.
Take control with the AGL Energy app
See up-to-date information on your energy usage and charges. If you have a digital meter, you can track your electricity usage and costs to date. Drill into weekly and daily views to compare energy usage across different periods.
Download the AGL Energy app – for iPhone
Download the AGL Energy app – for Android™
Manage your usage with My Account
Get detailed information about your energy usage and track your energy usage if you have a digital meter.
Register for My Account
Log in to My Account
Having trouble paying your bill? If you're having issues paying your bill, we're here to support you in a number of ways from a payment extension to bill smoothing or financial hardship assistance. For more information, go to our Financial support and assistance page.
Yes, paying your bill online is simple. It’s quick and you don’t need to log in. Pay your bill now
You can also pay online by logging in to My Account.
When you’re logged in to My Account you can view and pay your bills, adjust your billing preferences or switch to eBilling.
My Wallet My Wallet contains all the payment methods you’re currently using with AGL. You can select from your saved payment methods for quick and simple bill payments, and you can add or delete payment methods at any time. To access My Wallet, Click the 'Hi [Your Name] ▼' dropdown menu, and select 'Account Settings'. 'Under the Payment Methods' tile, click Edit.
Direct Debit Direct Debit payment arrangements help make sure your bills are paid on time, every time. Set up Direct Debit with AGL and you won’t have to worry about remembering to make a payment – we’ll send you a bill with your due date and the payment will be deducted automatically from your nominated account on this date.
You can easily manage your Direct Debit details with My Account . – . Click the 'Hi [Your Name] ▼' dropdown menu, and select 'Account Settings'. Under 'Billings and Payments' you can add, change, or cancel your Direct Debit payment arrangements. Any payment methods you set up for Direct Debit will be saved in My Wallet.
If you aren't logged in to My Account You can use our secure online bill payment page to pay online with a Visa or MasterCard. Credit cards are charged a payment processing fee fee which will show up on your next bill. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule.
You can also register to receive your bills through BPAY View so you can receive, manage and pay them from your financial institution's internet banking website. Visit bpay.com.au for more information.
You can find more information about Billing and Payments in Help and Support.
The heating value is used to calculate the amount of energy (megajoules) contained in gas, which is impacted by temperatures and pressures at different geographical locations.
AGL needs to calculate your bills by using the heating value, which is provided by your Gas Distributor (they’re responsible for reading your meter, along with the gas pipes and meters in your street).
The supply charge also known as the service charge (or service to property charge), is the charge that applies for supplying electricity to your premises for each day of the billing period, regardless of how much electricity you use.
Electricity daily supply charges may vary depending on the electricity network region you are connected and what type of tariff you are on.
Supply charges are generally calculated as a contract term amount charged for each day of the time period covered by a bill. They are not related to the amount of energy used during the billing period.
Supply charges cover some of the costs of maintaining and operating the Distribution and Transmission networks (see explanation of Network Costs), and some of the operational costs of supplying our customers.
To arrive at the supply charge on your bill, we multiply the daily rate by the number of days your energy is supplied.
By choosing eBilling, you’ll be emailed a secure, temporary link to download a PDF copy of your bill online instead of being mailed one.
eBills have the same information as paper bills, right down to the payment methods, messages and inserts that you’d otherwise find in the envelope. Plus, we'll also be able to email you other important messages about your account, like reminder notices.
To switch to eBilling or in My Account go to Account Settings > Billing and Payments > Bill Notifications and find the eBilling heading. To change your email address in My Account go to Profile > Personal Details > Contact Details.
Yes, you can – and it doesn’t matter if you’re signed up to eBilling or get mailed paper bills either.
Direct Debit lets you pay each bill by its due date automatically, helping you to keep on top of them. Set this up in My Account or using the latest version of the AGL App.
Simply head to this page to get started with setting up Direct Debit - just have your account number handy, as you'll need this to sign up. Otherwise, contact us and we’ll help set it up over the phone.
Your gas meter shows gas usage in cubic meters whereas usage on your bill is shown in Usage Units.
To determine your gas usage in Units, the following calculation is performed:
Usage units = ((End read - Start read) x Pressure Factor x Heating value)/3.6 = Usage (MJ)
While this is a common formula used to calculate your gas usage in megajoules, it can vary slightly depending on the type of gas meter you have at your property.
The Pressure Factor and Heating Value are used to convert the metered gas volume you have used into an amount of energy calculated in megajoules.
A unit of gas is 3.6 megajoules and is equivalent to 1 kilowatt hour.
Yes. The following customers will be exempt from paying the new paper bill and/or over-the-counter (OTC) fees:
Staying Connected Customers
Customers registered for a Concession
Life Support Customers
Customers receiving large print bills
Some multisite customers
Builders defined as a recognised ‘premium builder’ under AGL’s accredited New Connections portfolio
If you receive a paper bill, you'll be charged a $1.75 paper bill fee (including GST) unless you are exempt, are in NSW, or are on a standard retail contract ofr elec in QLD.
Exemptions from the paper bill fee can be found here.
To avoid paper bill fees you can switch to eBilling and receive your bills online here. You can also change your email address in My Account here.