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
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.
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.
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.
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.
No. Your privacy is important to us.
Our team will assist you with compassion and understanding that includes keeping your information confidential.
It is possible that two similarly sized houses right next to each other, that are billed for the same time period and pay the same energy rates under identical energy plans, might have very different amounts on their energy bills.
This can be due to a number of physical factors about the property, the number of occupants or the way the occupants use energy.
For example, one home may have double glazed windows, or more insulation and weather proofing, making it more energy efficient. One house may have a solar power system that generates electricity.
One home may use energy efficient lighting, and the other may have a large number of inefficient down lights installed. A heated and filtered backyard pool can add significant cost to a household electricity bill.
One home may have more energy hungry appliances, such as plasma screen televisions, or mobile devices that require recharging every day. A second fridge can also add considerable cost to a household electricity bill.
The household occupants may use their appliances at different times of the day, which matters if different rates apply to usage that occurs during Peak, Off-peak or Shoulder times of the day.
One home may have more efficient heating, or cooling, or the heating or cooling might be set to different temperatures. One occupant might do more loads of washing. One occupant may line dry their clothes, while the other uses a tumble dryer.
All of these factors will combine uniquely for every household, which may result in quite different amounts when the energy bill arrives. That's why AGL developed My Account, an online tool available to AGL customers to help them understand more about the circumstances of their own energy use.
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.
To change the name on an account, the new account holder simply signs up to a new plan at the same property - go here to sign up. This will automatically finalise the account with the old account holder and the new one will take over.
If you don't want to change the account over completely, you can nominate an authorised person to the account. See how you can add an authorised person here.
My Wallet is where your credit card, debit card or bank information is stored securely so that you're able to easily make payment methods without having to re-enter your details each time.
You can manage your stored payment information by going to Account Settings > Billing and Payments > Payment Methods > Edit
From here, My Wallet, you can Add A Payment Method and Delete any old or expired cards.
When you set up direct debit your bank details or credit card information is automatically debited with the bill amount. Set up a new direct debit with by going to Account Settings > Billing and Payments > Direct Debit > Edit.
Your mailing address is also known as your billing address because it's where we send your bills. The supply address is where the services are being supplied.
You can change to eBilling and get your bills online in My Account under Bill Notifications. To update your mailing/billing address, you'll need to chat with us.
If you're already on eBilling, we'll only use your mailing address for some communications that we're required to send by post. If you need the address on your bills, we can arrange this over chat.
A bill cycle is the start and end date of your bill and usually is between one and three months.
With AGL, you can choose to be billed monthly and help keep your bills down. For non-smart meter customers on monthly billing, up to two out of every three bills can be based on an estimate of your usage, taking into consideration your usage history and seasonal data. You can avoid this by submitting a self-service meter read in My Account or the AGL Energy app around the end of your bill cycle.
Quarterly or bi-monthly bills are higher because they're based off actual meter reads and come every two-three months.
The bill cycle date is the date in the month or quarter that your bill is generated and sent to you. For example, your bill might be generated on the 15th of the month.
View or change your bill frequency in My Account by going to Account Settings > Billing and Payments > Bill Frequency