Billing and Payments 

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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.
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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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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.
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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).
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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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AGL have partnered with PayPal to offer AGL customers the option to pay their energy bills:   There are no fees to use PayPal PayPal securely stores your financial information and does not share it Your PayPal wallet can store a variety of funding sources, including PayPal balance, bank accounts, and credit cards including American Express.   Pay once-off using Paypal   To make a PayPal payment to AGL, click here.    AGL Customers who are registered for My Account can also make PayPal payments via the Billing page.   Set-up Direct Debit with Paypal   Direct Debit via PayPal is also available for AGL customers who would like the convenience of Direct Debit and the comfort of having payments automatically deducted via PayPal’s secure payment platform.   To sign up to Direct Debit via PayPal, you must have a PayPal account, and My Account. Sign up to Direct Debit via PayPal by logging into My Account. 
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AGL and other retailers are required to notify customers if a disconnection due to debt may occur.   If you’re experiencing financial difficulties and have trouble paying your electricity bill on time, please contact us as soon as possible.   AGL’s hardship program, ‘Staying Connected’, is designed to assist customers who are having a hard time paying their energy bills. Visit our Staying Connected page for more details.
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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.
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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).
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Whilst your gas meter measures gas usage in cubic meters, your usage is actually billed in ‘megajoules’ or ‘units’ on your bill, depending on your state.   To calculate the number of megajoules, you must subtract your meter’s end read from the start read, then multiply by pressure factor and heating value.   For WA, the number of Megajoules is then divided by 3.6 to get to billed units.   A unit of gas is equivalent to 1 kilowatt hour of energy. The pressure and speed of the natural gas delivered to your property will often vary and is based on environmental factors, such as temperature and the appliance that is consuming the gas.
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  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.
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It’s your Delivery Point Identifier. If you live in NSW, this number uniquely identifies your gas meter and can be found on the back of your gas bill.
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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
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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.
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If you receive a paper bill from AGL you may incur a fee of $1.75 per bill (including GST). You can avoid this fee by opting for eBilling, which has other benefits including speed of delivery.   Exemptions from the paper bill fee can be found here.   Avoid paper bill fees simply by switching to eBilling. To sign up to eBilling and stay organised and clutter free, login to My Account and update your eBilling Notifications setting.   We have a number of alternative secure payment options, which you can find on the AGL.com.au website or by contacting us.
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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.
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If you have a smart electricity meter that’s remotely-read every day, we can use real usage data to work out your monthly bill.   However, if your meter is read every two to three months and we don’t have actual data to use each month, we use a process to estimate your energy usage that looks at your past energy usage and takes into account seasonal factors. Then, when an actual meter reading comes through, we adjust your account if we need to. If you’re new to AGL and historical metering data is not available, estimates are based on the average energy usage of similar customers over the same period. Customers who are on My AGL Monthly Bill and have a basic meter can give us their own meter read by entering it into My Account . Check out this Community post that explains this in further detail.      
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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 section. If you don’t have access to My Account, please contact us.
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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 on ‘Manage Account’ from the top menu Select 'Notifications' Toggle selection to confirm you’d like to receive your energy bills via email   Need assistance? Get in touch with our web chat team.
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By choosing eBilling, you’ll be emailed a secure and temporary link for where you can download an electronic copy of your bill online, rather than being mailed a paper copy. eBills have the same information as paper bills, right down to the messages and inserts that you’d otherwise find in the envelope, and you can pay them using the exact same payment methods. Plus we can email you other important messages about your account, like reminder notices.   Just remember to update your email address if you ever change it, either by logging into My Account or contacting us. And to keep your information safe and confidential, be sure to use a personal email address that no one else has access to.  Find out how you can switch to eBilling here.
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