Billing and Payments 

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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.   In some circumstances where these options might not be possible, you may need to request an actual meter read (a fee may apply). Please chat with us to arrange.
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Your gas meter measures gas usage in cubic meters, but in most states your usage is actually billed in ‘megajoules’ (MJ) on your bill. In WA only, usage is measured in 'units'. A unit of gas is equivalent to 1 kilowatt hour of energy. To determine units, the number of megajoules is divided by 3.6.   To calculate the number of megajoules you've used in a billing period, AGL first subtracts the start read on your meter from the end read, and then multiplies the result by two values - the heating value and pressure factor.    Both of these values are provided to us by your local gas Distributor - the company responsible for reading your meter and maintaining the pipes in your area. Heating value and pressure factor vary based on local conditions at different geographical locations, such as temperature, pressure and the appliance consuming the gas.      All of the values used in these calculations are shown on the last page of your gas bill. Here's an example of how they look:     And the calculations using these example numbers:   ( End read - Start read ) x Heating value  x Pressure factor  = Usage MJ ( 229 - 220 ) x 38.6336 x 1.0272 = 357.15    
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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.       
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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.
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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.
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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. 
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I don't understand my bill. What can I do? If you’ve received your bill and have some questions, the following resources might be helpful in reviewing the amount you need to pay and understanding your energy usage.   View an example bill Learn about how we work out your bill, where to find your meter details and how we compare your usage to other homes with our bill explainer PDF. Available to view or download on our Sample Bill page.   Received a higher than usual bill? If your bill is higher than normal, if may be due to a number of reasons. Explore what might be causing your increased bill through our article - My bill seems higher than usual, what should I do?   Having trouble paying? If you're having trouble paying your bill, go to our Financial Hardship Assistance page for details on the ways we can help.   Want to reduce your usage? Explore ways to save energy around the home on our Home Energy Saving Tips page.   Monitor and track your usage Manage and check your energy usage using My Account or the AGL Energy app. For more help, get in contact with our team. Please have your AGL account number handy.
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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.
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You can cancel your Direct Debit arrangement online.   Looking to set up direct debit? Visit this article here.
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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 for electricity in VIC or 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.
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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
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My AGL Monthly Bill lets you receive your gas and electricity bills every month, instead of each quarter or every two months. Learn more about My AGL Monthly Bill here. On the other hand, AGL Bill Smoothing can make your energy bill payments easier and more predictable by spreading the estimated total cost of your energy bills for the next year across equal monthly or fortnightly instalments. See how AGL Bill Smoothing works here.
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If you would like to switch to eBilling or go back to receiving paper bills – you can set this up in My Account:   Log in to My Account Click the 'Hi [Your Name] ▼' dropdown menu, and select 'Account Settings' Select 'Billing and Payments' Under the 'Bll notifications' tile, toggle eBilling on or off. Need assistance? Get in touch with our web chat team.
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If you pay your bill over the counter at Australia Post you may incur a fee of $2.00 per payment (including GST); Exemptions from the over-the-counter can be found here.   Access your bill straight from your email inbox and avoid paper bill fees simply by switching to eBilling. To sign up to eBilling and stay organised and clutter free, sign up by accessing My Account.    We have a number of alternative secure payment options, which you can find on the AGL.com.au website or by contacting us.
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Pro-rata billing happens when our energy rates change during your billing cycle. For example, if the new rate begins on day 20 of a 30 day billing cycle, there are 10 pro-rated days on the new rates and 20 pro-rated days on the old rates. To work out your bill, we calculate your daily average energy use for the billing period. From this, we can work out your usage on both old rates and new rates, which are added together to make up your bill.
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If you've checked your email inbox and it’s not full, log in to My Account to see that: Your email address has been registered correctly in ‘Update my details’; and eBilling is setup correctly by going into the BIlling and Payments section. If you don’t have access to My Account, register here.
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The account service fee in WA relates to our provision of service to you, and is calculated by multiplying the number of days in your billing period by the daily account service fee, which is detailed on your fee schedule.
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