Billing and Payments 

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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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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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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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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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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 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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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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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.
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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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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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You can cancel your Direct Debit arrangement online or contact us.   Looking to set up direct debit? Visit this article here.
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The answer may be 'yes' if you are an AGL residential customer experiencing temporary or long-term financial difficulties which impacts your ability to pay a gas or electricity bill.   If you’re a Victorian AGL residential customer 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.   We understand that financial hardship can strike anyone. For example, you may have experienced: A loss of or change in income A serious illness, disability or death in the family A separation, divorce or family crisis Other personal matters contributing to financial hardship. In these and similar situations, Staying Connected may be able to help.
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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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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 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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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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  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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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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   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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