Billing and Payments 

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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 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 calling 131 245.
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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 version to find the reference number.  
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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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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 call us on 131 245.
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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 calling 131 245. 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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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, call us on 131 245 and we’ll help set it up over the phone.
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You can cancel your Direct Debit arrangement online or by calling us anytime on 131 245.   Looking to set up direct debit? Visit this article here.
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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 chat with us or follow the prompts below to see if you qualify for a payment plan. Call 131 245  Press 2 for payments, bill extensions and account balances. Press 2 to extend time to pay bill. Press 2 for gas or Press 3 for electricity.  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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Paying your bill online is simple. It’s quick and you don’t need to log in. Pay your bill now You can also pay online by logging in to My Account. When you’re logged in to My Account you can view and pay your bills, adjust your billing preferences or switch to eBilling.   My Wallet My Wallet contains all the payment methods you’re currently using with AGL. You can select from your saved payment methods for quick and simple bill payments, and you can add or delete payment methods at any time. Visit the Manage Account tab in My Account to access My Wallet.   Direct Debit Direct Debit payment arrangements help make sure your bills are paid on time, every time. Set up Direct Debit with AGL and you won’t have to worry about remembering to make a payment – we’ll send you a bill with your due date and the payment will be deducted automatically from your nominated account on this date. You can easily manage your Direct Debit details with My Account . – just click on the Manage Account tab, then select Direct Debit. Here you can add, change, or cancel your Direct Debit payment arrangements. Any payment methods you set up for Direct Debit will be saved in My Wallet.   If you don't have My Account You can use our secure online bill payment page to pay online with a Visa or MasterCard. Credit cards are charged a payment processing fee fee which will show up on your next bill. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule. You can also register to receive your bills through BPAY View so you can receive, manage and pay them from your financial institution's internet banking website. Visit bpay.com.au for more information. You can find more information about Billing and Payments in Help and Support.
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If you’ve received your bill and have some questions, the following resources might be helpful in reviewing the amount you need to pay and understanding your energy usage.   Does your bill seem higher than usual?   Need help reading your bill?   Having trouble paying your bill?   Energy saving tips   Your household electricity bill explained – download the bill explainer PDF   Manage and track your usage using My Account or the AGL Energy App.   If you would like to discuss your bill in more detail chat with our team. Please have your  AGL account number handy and we'll be happy to assist further.  
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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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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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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 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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We’ll send you details of the payments and charges up until the cancellation date.   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.   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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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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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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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. 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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