Billing and Payments 

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We encourage you to set up Direct Debit with your Bill Smoothing service. Once set up, your payment amount is automatically deducted from your nominated bank account at your nominated payment date.   If you do have Direct Debit set up, make sure your account has sufficient funds for the bill amount to be paid, otherwise, a dishonour fee may be charged. Bank transaction fees and Government taxes may also apply.   If you are unable to make an upcoming payment, please get in touch with a member of our messaging team here in My Account so we can help you stay on track by applying a payment break or holiday. If you miss a payment without notifying us, your arrangement might be cancelled. Check your Bill Smoothing details and payments online in My Account or alternatively, contact us.   To keep monthly payments predictable, we set payments on the same date per month within the first 28 days of the month for customers who pay monthly and the same day of the week for weekly and fortnightly payments. Also please note for credit card payments, we only accept Visa and Mastercard. A payment processing fee may apply (GST inclusive).
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Your account will be in credit if you’ve paid for more energy than you've consumed.   If your account’s in credit by more than your next payment amount, you’ll be able to skip your next payment by rolling your credit over to your next payment amount.   If there is a credit balance, you can contact us to obtain a refund or leave it on your account. Note a credit balance will not be a factor when calculating a renewed Bill Smoothing payment amount.   To rollover your credit, please contact us.
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  You can change your payment frequency anytime by getting in touch with a member of our Messaging  team here  in My Account. They'll be more than happy to help you out. Alternatively, contact us.   Your payment amount may be changed if your actual usage differs from what we estimated your usage to be. If you have just recently received a Bill Smoothing review, you can take up on of the options online in My Account.   If your payment amount needs to change, you will be notified in writing. This may be the case if your actual usage differs from the estimated amount. If your payment does change, we will also notify you in writing of the new amount and when it will commence.
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You can take one month off your Bill Smoothing payments each year. We’ll simply smooth that amount over the remaining months of your 12-month term.   For example, if you make your Bill Smoothing payments weekly, you can take four weeks off individually or consecutively.   It’s up to you when and how you’d like to take your payment holiday.
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Your yearly energy forecast is calculated using your historical energy usage and a number of other factors. This is then divided by your payment frequency – weekly, fortnightly or monthly – to find your recommended Bill Smoothing payment amount. If you're new to AGL or don’t have a usage history of a full 12 months, we will substitute any usage history we have for you over the last 12 months with data on other customers or households like yours.
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Your Bill Smoothing could be cancelled for a number of reasons, including missed payments.   Upon cancellation, if your account is in debit, you’ll just need to pay the outstanding amount. If your account is in credit, you will be eligible for a refund.   As a Victorian AGL residential customer, if you're experiencing temporary or long-term financial difficulty which impacts your ability to pay a gas and/or electricity bill, you're entitled to assistance as part of AGL's Payment Support Victoria program.
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We’ll create a new Bill Smoothing account for your new address, along with a new forecast to improve the accuracy of your suggested payment amounts.   Once you’ve reached the move out date for your current address, we’ll cancel Bill Smoothing for that account.  
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You will receive review letters twice yearly in line with your billing cycle.   Your bill includes details about your usage charges, fees, discounts and concessions.   A review letter details how your energy use is tracking against our yearly forecast. If your actual energy use is different to our forecast, the review letter will show how your payments can be adjusted to match your use.
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Your Bill Smoothing arrangement is for one annual cycle. But you’re welcome to cancel Bill Smoothing at any time and return to regular billing.   Working in an annual cycle means your Bill Smoothing payments can be spread equally across all four seasons. We aim to have your account at a nil balance once your annual cycle is finished, ready for the next cycle.
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Towards the end of each annual Bill Smoothing cycle, we compare your annual energy usage against our forecast. If your actual energy use was higher than we predicted, we may ask you to make a one-off payment to get your outstanding balance to nil.   If there’s no outstanding amount or if your account is in credit, your Bill Smoothing will automatically renew for the following year.   As a part of your annual review, you’ll also get a confirmation letter for your next year of Bill Smoothing. This letter will outline the year ahead with your new forecast, your payment amount and nominated payment frequency.   If you’re a Victorian AGL residential customer experiencing temporary or long-term financial difficulty which impact your ability to pay a gas and/or electricity bill, you’re entitled to assistance as part of AGL’s Payment Support Victoria program.    
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  Yes. Just get in touch with us three business days before the due date of your next Bill Smoothing payment. 
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To give you a forecast for your first annual Bill Smoothing cycle, we look at the payment amounts from your previous billing history.   Using this data, we can estimate your payment amounts from your last bill date plus one day, to cover any upcoming bills for the next annual cycle, which could be up to 16 months.   After your first annual cycle on Bill Smoothing, your next forecast will look at the previous 12 months’ data only.  
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Bill Smoothing is available to residential and small business customers who have an overdue amount of less than $500 (including GST)   Bill Smoothing is not available to customers who: Have an overdue amount of more than $500 (including GST) Are currently on AGL’s Staying Connected Hardship Program
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If you are unable to make an upcoming payment, please get in touch with a member of our messaging team here in My Account so we can help you stay on track by applying a payment break or holiday.   If you miss a payment without notifying us, your arrangement might be cancelled.   Check your Bill Smoothing details and payments online in My Account or alternatively, contact us.
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