Billing and Payments 

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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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While you are actively participating in the Staying Connected Program, we will ensure your home gas or electricity is not disconnected and there is no collection action on your account.
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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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No. Your privacy is important to us.   Our team will assist you with compassion and understanding that includes keeping your information confidential.   We will only disclose or use information in accordance with the requirements of the Privacy Act 1988 and the AGL Privacy Policy.  
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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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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.
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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 your account is in credit and you would like to request a refund, you'll need to get in touch with our customer service team. They can be contacted via web chat  here .   Refunds typically take 3-5 business days to reach customers.
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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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