How do I request a credit refund?
You need to contact us to submit a credit refund request. It will take up to 7 business days for the request to be processed and sent to your nominated bank account or card. Note: If the payment source is different, a proof of payment may be required and could take longer.
What happens after I've submitted a request?
Once a request has been submitted, the payment will be processed within 7 business days. Be sure to check your bank account regularly to ensure it's arrived.
I haven't received my credit yet, what can I do?
It can take up to 7 business days for a credit refund to be processed. We'll advise you if the payment was dishonoured or if there was any other issues. If it's been longer than this, please get in contact with our team.
Can I move a credit to a different AGL account or bill?
If you have a credit on your electricity account, you can contact us to move this to your gas account or another account.
I've got solar, can I organise credits to be automatically sent?
Yes! If you've got solar, you can arrange this by getting in touch with us.
What if I have Bill Smoothing?
If you're a Bill Smoothing customer, you can still request a credit refund - but after your 6-monthly review, your payment will go up. You can find out more on our Bill Smoothing page.
I'm moving and I have credits, what should I do?
Let us know that you've got a credit on your account when you're moving and we'll help you transfer them to the new account or arrange a refund.
How do I know if I have a credit?
Your credits will be shown on page 2 of your bill. For a detailed explanation and sample bill, head to our Bill Explainer page.
Your Reference Number can be found under Payment Options on the back of your AGL bill or on page two of your online bill. You may need to download the PDF document to find the reference number. You can download your bill in PDF format through My Account.
Ready to pay your bill? Head to Payments or log in and pay through My Account
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'
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 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.
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.
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.
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).
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.
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.
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 .
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.
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.
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 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 usage refers to the amount of energy you have consumed in a given period, measured in kWh (kilowatt hours) for electricity and MJ (megajoules) for gas.
Usage charges refer to the cost of your usage for a given period in dollars, exclusive of any supply charges, unbilled charges, credits or pay on time discounts.
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.
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.