Billing and Payments 

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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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Your gas meter measures gas usage in cubic meters, but in most states your usage is actually billed in ‘megajoules’ (MJ) on your bill. In WA only, usage is measured in 'units'. A unit of gas is equivalent to 1 kilowatt hour of energy. To determine units, the number of megajoules is divided by 3.6.   To calculate the number of megajoules you've used in a billing period, AGL first subtracts the start read on your meter from the end read, and then multiplies the result by two values - the heating value and pressure factor.    Both of these values are provided to us by your local gas Distributor - the company responsible for reading your meter and maintaining the pipes in your area. Heating value and pressure factor vary based on local conditions at different geographical locations, such as temperature, pressure and the appliance consuming the gas.      All of the values used in these calculations are shown on the last page of your gas bill. Here's an example of how they look:     And the calculations using these example numbers:   ( End read - Start read ) x Heating value  x Pressure factor  = Usage MJ ( 229 - 220 ) x 38.6336 x 1.0272 = 357.15    
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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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Your mailing address is also known as your billing address because it's where we send your bills. The supply address is where the services are being supplied.   You can change to eBilling and get your bills online in My Account under Bill Notifications. To update your mailing/billing address, you'll need to chat with us.   If you're already on eBilling, we'll only use your mailing address for some communications that we're required to send by post. If you need the address on your bills, we can arrange this over chat.
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To change the name on an account, the new account holder simply signs up to a new plan at the same property - go here to sign up. This will automatically finalise the account with the old account holder and the new one will take over.   If you don't want to change the account over completely, you can nominate an authorised person to the account. See how you can add an authorised person here. 
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My Wallet is where your credit card, debit card or bank information is stored securely so that you're able to easily make payment methods without having to re-enter your details each time.   You can manage your stored payment information by going to Account Settings > Billing and Payments > Payment Methods > Edit From here, My Wallet, you can Add A Payment Method and Delete any old or expired cards.    When you set up direct debit your bank details or credit card information is automatically debited with the bill amount. Set up a new direct debit with by going to Account Settings > Billing and Payments > Direct Debit > Edit.
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A bill cycle is the start and end date of your bill and usually is between one and three months.   With AGL, you can choose to be billed monthly and help keep your bills down. For non-smart meter customers on monthly billing, up to two out of every three bills can be based on an estimate of your usage, taking into consideration your usage history and seasonal data. You can avoid this by submitting a self-service meter read in My Account or the AGL Energy app around the end of your bill cycle.   Quarterly or bi-monthly bills are higher because they're based off actual meter reads and come every two-three months.   The bill cycle date is the date in the month or quarter that your bill is generated and sent to you. For example, your bill might be generated on the 15th of the month.   View or change your bill frequency in My Account by going to Account Settings > Billing and Payments > Bill Frequency . If you're using the AGL Energy app, you can change your billing frequency by going to the Account tab, selecting Settings then Monthly Billing.
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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.
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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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If you've received a bill that's higher than usual, it can be due to a number of reasons. 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. You can check previous bills using My Account or the AGL Energy app Take advantage of natural heating and cooling opportunities - have a look at our Home Energy Saving Tips page for more.   Have you received an estimated bill? If you're receiving monthly bills, it's possible that the higher bill you received is due to an estimated bill - either this bill or the previous one. Estimated bills can either be based off your usage history with us or, if you've been with us less than 12 months, it'll be based off the average of similar customers.   Your higher bill may be an estimated bill itself, or it could be an actual, metered bill that is higher because the last estimated bill was too low.   If you're on quarterly billing and have received an estimated bill, this is most likely due to an inability to read your meter. To avoid this, make sure there's clear and safe access to the meter with no locks or dogs that could prevent a read from occurring. You can find more information on our Why do I get estimated bills page.   You can avoid estimated bills by submitting your own meter read as the next section explains.   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. You can see what type of meter you have on our Read Your Meter page.   You can avoid an estimated bill by providing your own meter read two days before your next bill.   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 Concessions can be found on page 2 of your bill, under 'New charges and credits'. 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 get or change any appliances? If you've recently bought new appliances, they may be consuming more power than you realise - particularly if it's something that uses stand-by power.   Replacing an appliance can also cause your bill to go up. Typically, newer appliances are more energy efficient than older ones, but that's not always the case. Use the Energy Rating Calculator to compare running costs of appliances.   Take control with the AGL Energy 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 Energy app – for iPhone Download the AGL Energy 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   Having trouble paying your bill? If you're having issues paying your bill, we're here to support you in a number of ways from a payment extension to bill smoothing or financial hardship assistance. For more information, go to our Financial support and assistance page.
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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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