Billing and Payments 

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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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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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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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  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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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’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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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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AGL and other retailers are required to notify customers if a disconnection due to debt may occur.   If you’re experiencing financial difficulties and have trouble paying your electricity bill on time, please contact us as soon as possible.   AGL’s hardship program, ‘Staying Connected’, is designed to assist customers who are having a hard time paying their energy bills. Visit our Staying Connected page for more details.
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If you pay your energy bills using a credit card, or any card that uses a credit card payment facility, AGL is charged a merchant services fee by your financial institution. This will appear on your next bill as ‘payment processing fee’. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule. There are other methods for paying your energy bills with AGL that won’t incur a payment processing fee, which you can learn about here.
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There are two types of energy charges that appear on most customers’ energy bills:   Supply charges   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.   Usage charges (variable charges)   Usage charges are generally calculated per kilowatt hour (kWh) for electricity, and per megajoule (MJ) or Unit for gas, for the amount of gas or electricity used at a home or business during the time period covered by a bill. Usage charges also 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.   The majority of costs associated with Government green schemes (see explanation of Government Green Scheme Costs) are generally recovered through the usage charges.   The actual amount of the variable usage charges that appear on an individual customer’s bill depends on how much energy they use, as measured by their meter and multiplied by the usage rates that apply under their energy contract.
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