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
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.
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 ofr elec in 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.
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.
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.
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.
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.
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.
The heating value is used to calculate the amount of energy (megajoules) contained in gas, which is impacted by temperatures and pressures at different geographical locations.
AGL needs to calculate your bills by using the heating value, which is provided by your Gas Distributor (they’re responsible for reading your meter, along with the gas pipes and meters in your street).
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.
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.
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.
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.
Your gas meter shows gas usage in cubic meters whereas usage on your bill is shown in Usage Units.
To determine your gas usage in Units, the following calculation is performed:
Usage units = ((End read - Start read) x Pressure Factor x Heating value)/3.6 = Usage (MJ)
While this is a common formula used to calculate your gas usage in megajoules, it can vary slightly depending on the type of gas meter you have at your property.
The Pressure Factor and Heating Value are used to convert the metered gas volume you have used into an amount of energy calculated in megajoules.
A unit of gas is 3.6 megajoules and is equivalent to 1 kilowatt hour.
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.
There are two types of energy charges that appear on most customers’ energy bills:
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.
Usage charges (variable charges)
Usage charges are generally calculated per kilowatt hour (kWh) for electricity, and per megajoule (MJ) or Unit for gas, for the amount of gas or electricity used at a home or business during the time period covered by a bill. Usage charges also 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.
The majority of costs associated with Government green schemes (see explanation of Government Green Scheme Costs) are generally recovered through the usage charges.
The actual amount of the variable usage charges that appear on an individual customer’s bill depends on how much energy they use, as measured by their meter and multiplied by the usage rates that apply under their energy contract.
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.