Billing and Payments 

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It is possible that two similarly sized houses right next to each other, that are billed for the same time period and pay the same energy rates under identical energy plans, might have very different amounts on their energy bills.   This can be due to a number of physical factors about the property, the number of occupants or the way the occupants use energy.   For example, one home may have double glazed windows, or more insulation and weather proofing, making it more energy efficient. One house may have a solar power system that generates electricity.   One home may use energy efficient lighting, and the other may have a large number of inefficient down lights installed. A heated and filtered backyard pool can add significant cost to a household electricity bill.   One home may have more energy hungry appliances, such as plasma screen televisions, or mobile devices that require recharging every day. A second fridge can also add considerable cost to a household electricity bill.   The household occupants may use their appliances at different times of the day, which matters if different rates apply to usage that occurs during Peak, Off-peak or Shoulder times of the day.   One home may have more efficient heating, or cooling, or the heating or cooling might be set to different temperatures. One occupant might do more loads of washing. One occupant may line dry their clothes, while the other uses a tumble dryer.   All of these factors will combine uniquely for every household, which may result in quite different amounts when the energy bill arrives. That's why AGL developed My Account, an online tool available to AGL customers to help them understand more about the circumstances of their own energy use.
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There are different reasons why a transfer debit may appear on your invoice, some examples are:    1. A debt has been transferred from another contract (eg. an old address and you have just moved)  2. There has been a credit transferred between accounts and the debit is appearing on the original contract  3. A refund has been completed post transfer of credit   To ensure that we're giving you an answer that is relevant to your account, we'll need you to get in touch with our web chat team  here .  
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  Yes. Just get in touch with us three business days before the due date of your next Bill Smoothing payment. 
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To give you a forecast for your first annual Bill Smoothing cycle, we look at the payment amounts from your previous billing history.   Using this data, we can estimate your payment amounts from your last bill date plus one day, to cover any upcoming bills for the next annual cycle, which could be up to 16 months.   After your first annual cycle on Bill Smoothing, your next forecast will look at the previous 12 months’ data only.  
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We’ll create a new Bill Smoothing account for your new address, along with a new forecast to improve the accuracy of your suggested payment amounts.   Once you’ve reached the move out date for your current address, we’ll cancel Bill Smoothing for that account.  
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You can take one month off your Bill Smoothing payments each year. We’ll simply smooth that amount over the remaining months of your 12-month term.   For example, if you make your Bill Smoothing payments weekly, you can take four weeks off individually or consecutively.   It’s up to you when and how you’d like to take your payment holiday.
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While you are actively participating in the Staying Connected Program, we will ensure your home gas or electricity is not disconnected and there is no collection action on your account.
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No. Your privacy is important to us.   Our team will assist you with compassion and understanding that includes keeping your information confidential.   We will only disclose or use information in accordance with the requirements of the Privacy Act 1988 and the AGL Privacy Policy.  
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If you have a smart electricity meter that’s remotely-read every day, we can use real usage data to work out your monthly bill.   However, if your meter is read every two to three months and we don’t have actual data to use each month, we use a process to estimate your energy usage that looks at your past energy usage and takes into account seasonal factors. Then, when an actual meter reading comes through, we adjust your account if we need to. If you’re new to AGL and historical metering data is not available, estimates are based on the average energy usage of similar customers over the same period. Customers who are on My AGL Monthly Bill and have a basic meter can give us their own meter read by entering it into My Account . Check out this Community post that explains this in further detail.      
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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 (www.agl​.com.au/myaccount) Step 2: Select 'Manage My Account' up the top, then select 'Bill Smoothing' on the left hand side   Step 3: Select 'Set up Bill Smoothing'   Step 4: Select the fuel and instalment frequency       Step 5: Select the start date for Bill Smoothing Instalment Plan     Step 6: Confirmation of Bill Smoothing Set Up     Complete: Successful Bill Smoothing View in My Account  
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The best way to view, manage and pay your bills is via My Account, or via the AGL app.  You can also pay using secure online bill payment for credit card, or BPAY if you prefer. 
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Pro-rata billing happens when our energy rates change during your billing cycle. For example, if the new rate begins on day 20 of a 30 day billing cycle, there are 10 pro-rated days on the new rates and 20 pro-rated days on the old rates. To work out your bill, we calculate your daily average energy use for the billing period. From this, we can work out your usage on both old rates and new rates, which are added together to make up your bill.
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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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It’s your Delivery Point Identifier. If you live in NSW, this number uniquely identifies your gas meter and can be found on the back of your gas bill.
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