Billing and Payments 

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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.  
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We understand that life doesn’t always go to plan, and sometimes you just need a little more time or assistance with your bill.   AGL offers a range of payment options, including some simple online tools. If you’re having trouble paying, you may be eligible for a payment extension. Click here to view your payment extension options via My Account   Or, you can contact us to see if you qualify for a payment plan.   Have your account number and recent bill handy.   For additional other options that might be available to you:  Check whether you qualify for a payment plan, relief scheme or a government funded concession.  Learn more about AGL’s payment options that make budgeting easier.  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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   1. How does centralised hot water billing work?    Centralised (or bulk) hot water systems are common in apartments and multiple residencies. Each residence will have an individual hot water meter connected to a central hot water system. Customers with centralised hot water are billed for the volume of gas used to heat the water based on the usage recorded by their individual hot water meter (see question 3 for more information on how your usage is calculated and billed).   2. How do I know if I have centralised hot water billing?    You will have an individual water meter for your apartment and a central gas hot water system for the apartment block or units. More information is available from your Body Corporate or Owners Corporation.     Understanding your bill   3. What is the common factor?    So your gas hot water usage can be calculated, the common factor is used to determine the amount of gas (in mega joules) required to heat a litre of water. It is calculated by dividing the total amount of gas used to heat the water (MJ) by the total amount of water (L) used as recorded by the central hot water system. The common factor is provided to AGL by your distributor who is responsible for reading the master meters (these meters are the ones common to the entire apartment block).   4. Why do you multiply my usage by 10 as well as the common factor?   [Information for NSW customers only excluding residents of Wagga Wagga and Tamworth]   If you live in NSW, you may notice that your usage has been multiplied by 10, as well as the common factor - this is because the hot water meter measures your usage in decalitre (a metric unit of capacity equal to 10 litres).   So in order to calculate your bill, we multiply your individual usage by 10 to determine your usage in litres, and then by the common factor (as the common factor is the amount of gas required to heat a litre of water).   For example:   Your Meter Reading = 1111 dl (x10) Your Meter Reading in Litres = 11110   Gas usage of all units = 57544 MJ Water usage of all units = 126190 litres Common factor = 57544 / 126190 = 0.4560107 rounded to 0.456011   Energy (MJ) = 1111 x 10 x 0.456011 = 5066.28 rounded to 5066 MJ     Monitoring your usage   5. How do I read my meter?    On most hot water meters, you’ll see a series of numbers. The black numbers measure whole units and the red numbers measure decimals. By reading the meter at two different points in time (such as at the beginning of the day and at the end) you will be able to determine what your water usage is for that amount of time.    
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The best way to view, manage and pay your bills is via My Account, or via the AGL app.  You can also pay using secure online bill payment for credit card, or BPAY if you prefer. 
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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.
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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.
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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.
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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.
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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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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.
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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
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Have you received a bill that’s given you a shock? It’s important to understand where and when you use energy. Here are some checks you can make to help lower your cost: Check seasonality Hot summers and cold winters can be contributing factors to a high bill. Cooling and heating appliances used to cope with changes in weather can increase your energy usage.   Check to see if you’re using more energy than usual by comparing your bill with your previous summer/winter usage using My Account or the AGL app Take advantage of natural heating and cooling opportunities   Submit your own meter read If you have a basic meter, you can request an adjustment to an estimated bill by submitting your own meter read.   Provide your own meter read two days before your next bill date to avoid an estimated bill Find out how much energy you are using, any time you like Check if you’re eligible for concessions You may qualify to receive various energy concessions, rebates or grants on your AGL account.   Check your eligibility and get in touch to ensure eligible concessions are applied Know what financial assistance options are available to you. Energy Insights   The more appliances you have and use, the higher your energy bills will be. Energy Insights can help you understand where you're using the most electricity. If you have a smart meter and you’ve set up your Home Profile through My Account you'll get greater visibility with estimates of your home’s electricity usage by appliance category.    Register for Energy Insights Set up or update your Home Profile Did you recently move house?    Have your living arrangements recently changed which may have had an impact on your energy usage? Your new home might be larger or new house mate may have moved in?    Check our energy efficiency guide for practical ways to reduce your energy bills Did you recently purchase new appliances? You could be using more energy. Use the Energy Rating Calculator to compare running costs of appliances Take control with the AGL App See up-to-date information on your energy usage and charges. If you have a digital meter, you can track your electricity usage and costs to date. Drill into weekly and daily views to compare energy usage across different periods. Download the AGL app – for iPhone Download the AGL app – for Android Manage your usage with My Account Get detailed information about your energy usage and track your energy usage if you have a digital meter.  Register for My Account Log in to My Account
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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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