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, 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
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.
We understand that life doesn’t always go to plan and sometimes you just need a little more time to pay. AGL offers a range of payment help, including online tools to arrange a payment extension for your bill. Eligible customers are able to apply for payment extension in the Billing tab in My Account by selecting I can’t pay my bill this time. If you’re unable to see this option, you’ll need to get in touch with us via Messaging in My Account or the AGL Energy app.
Our team can also help you check if you quality for a payment plan via Messaging through My Account. Have your account number and recent bill handy.
For additional other options that might be available to you:
Eligible customers can log into My Account and manage other payment arrangements, such as instalment plans
Check whether you qualify for a payment plan, relief scheme or a government funded concession.
Learn more about how Bill Smoothing can help make budgeting easier.
If you’re a Victorian residential customer and experiencing temporary or long-term financial difficulty which impact your ability to pay a gas and/or electricity bill, you may be entitled to assistance as part of our Payment Support Victoria program.
For NSW, QLD, SA, and WA residential customers, our Staying Connected program provides personalised assistance that goes beyond traditional payment plans. It’s confidential support so you can get back on track with your home energy bill.
My bill seems higher than usual, what should I do?
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:
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.
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.
I don't understand my bill. What can I do?
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.
View an example bill
Learn about how we work out your bill, where to find your meter details and how we compare your usage to other homes with our bill explainer PDF. Available to view or download on our Sample Bill page.
Received a higher than usual bill?
If your bill is higher than normal, if may be due to a number of reasons. Explore what might be causing your increased bill through our article - My bill seems higher than usual, what should I do?
Having trouble paying?
If you're having trouble paying your bill, go to our Financial Hardship Assistance page for details on the ways we can help.
Want to reduce your usage?
Explore ways to save energy around the home on our Home Energy Saving Tips page.
Monitor and track your usage
Manage and check your energy usage using My Account or the AGL Energy app.
For more help, get in contact with our team. Please have your AGL account number handy.
If you have a smart electricity meter that’s remotely read, we use real usage data to work out your monthly bill.
For customers with a basic meter that's read every two to three months, we don’t have actual data to use each month. Instead, we estimate your energy usage on a variety of factors including your historical usage and seasonal activity, then bill you on that figure. When an actual meter reading is completed, we adjust your account as needed. Customers new to AGL won't have historical data so estimates are based on averages of similar customers over the time period.
If you have a basic meter and would like to avoid estimated bills, you can submit your own meter reading in My Account.
Learn How to submit your own meter read here.
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
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.
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 and Payments section.
If you don’t have access to My Account, register here.
If you receive a paper bill, you'll be charged a $1.75 paper bill fee (including GST) unless you are exempt, are in NSW, or are on a standard retail contract ofr elec in QLD.
Exemptions from the paper bill fee can be found here.
To avoid paper bill fees you can switch to eBilling and receive your bills online here. You can also change your email address in My Account here.
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.
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.
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.
By choosing eBilling, you’ll be emailed a secure, temporary link to download a PDF copy of your bill online instead of being mailed one.
eBills have the same information as paper bills, right down to the payment methods, messages and inserts that you’d otherwise find in the envelope. Plus, we'll also be able to email you other important messages about your account, like reminder notices.
To switch to eBilling or in My Account go to Account Settings > Billing and Payments > Bill Notifications and find the eBilling heading. To change your email address in My Account go to Profile > Personal Details > Contact Details.
Bill Smoothing is a great way to make your payments more predictable, as it reduces the impact of seasonal energy use, like using your heater over winter, or your air con in summer. And because your payments are more predictable, it helps reduce the stress of bill shock.
You can now set up Bill Smoothing in My Account.
Step 1: Log in to My Account
Step 2: Click Hi [Your name] ▼ > 'Account Settings', then under 'Billing and Payments' locate the 'Bill Smoothing' tile. Click 'Edit'.
Step 3: Select the fuel and payment frequency
Step 4: Select the start date and click 'Save'
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 the 'Hi [Your Name] ▼' dropdown menu, and select 'Account Settings'
Select 'Billing and Payments'
Under the 'Bll notifications' tile, toggle eBilling on or off.
Need assistance? Get in touch with our web chat team.
Yes, 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. To access My Wallet, Click the 'Hi [Your Name] ▼' dropdown menu, and select 'Account Settings'. 'Under the Payment Methods' tile, click Edit.
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 . – . Click the 'Hi [Your Name] ▼' dropdown menu, and select 'Account Settings'. Under 'Billings and Payments' 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 aren't logged in to 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.
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.
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).