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.
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.
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.
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.
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.
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.
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.
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. 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).
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.
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.
There are different reasons why a transfer debit may appear on your invoice, some examples are:
1. A debt has been transferred from another contract (eg. an old address and you have just moved)
2. There has been a credit transferred between accounts and the debit is appearing on the original contract
3. A refund has been completed post transfer of credit
To ensure that we're giving you an answer that is relevant to your account, we'll need you to get in touch with our web chat team here .
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.
Bill Smoothing is a great way to make your payments more predictable, as it reduces the impact of seasonal energy use, like using your heater over winter, or your air con in summer. And because your payments are more predictable, it helps reduce the stress of bill shock.
You can now set up Bill Smoothing in My Account.
Step 1: Log in to My Account
Step 2: Click Hi [Your name] ▼ > 'Account Settings', then under 'Billing and Payments' locate the 'Bill Smoothing' tile. Click 'Edit'.
Step 3: Select the fuel and payment frequency
Step 4: Select the start date and click 'Save'
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.
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.
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.
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.
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
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.