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 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.
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If you have a smart electricity meter that’s remotely-read every day, we can use real usage data to work out your monthly bill.   However, if your meter is read every two to three months and we don’t have actual data to use each month, we use a process to estimate your energy usage that looks at your past energy usage and takes into account seasonal factors. Then, when an actual meter reading comes through, we adjust your account if we need to. If you’re new to AGL and historical metering data is not available, estimates are based on the average energy usage of similar customers over the same period. Customers who are on My AGL Monthly Bill and have a basic meter can give us their own meter read by entering it into My Account . Check out this Community post that explains this in further detail.      
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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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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.
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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. Visit the Manage Account tab in My Account to access My Wallet.   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 . – just click on the Manage Account tab, then select Direct Debit. Here 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 don't have 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 and temporary link for where you can download an electronic copy of your bill online, rather than being mailed a paper copy. eBills have the same information as paper bills, right down to the messages and inserts that you’d otherwise find in the envelope, and you can pay them using the exact same payment methods. Plus we can email you other important messages about your account, like reminder notices.   Just remember to update your email address if you ever change it, either by logging into My Account or contacting us. And to keep your information safe and confidential, be sure to use a personal email address that no one else has access to.  Find out how you can switch to eBilling here.
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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 or contact us.   Looking to set up direct debit? Visit this article 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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If you receive a paper bill from AGL you may incur a fee of $1.75 per bill (including GST). You can avoid this fee by opting for eBilling, which has other benefits including speed of delivery.   Exemptions from the paper bill fee can be found here.   Avoid paper bill fees simply by switching to eBilling. To sign up to eBilling and stay organised and clutter free, login to My Account and update your eBilling Notifications setting.   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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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 on ‘Manage Account’ from the top menu Select 'Notifications' Toggle selection to confirm you’d like to receive your energy bills via email   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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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.   Does your bill seem higher than usual?   Need help reading your bill?   Having trouble paying your bill?   Energy saving tips   Your household electricity bill explained – download the bill explainer PDF   Manage and track your usage using My Account or the AGL Energy App.   If you would like to discuss your bill in more detail chat with our team. Please have your  AGL account number handy and we'll be happy to assist further.  
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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 section. If you don’t have access to My Account, please contact us.
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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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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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