Billing and Payments 

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Your gas meter shows gas usage in cubic meters whereas usage on your bill is shown in Usage Units.    To determine your gas usage in Units, the following calculation is performed:    Usage units = ((End read - Start read) x Pressure Factor x Heating value)/3.6 = Usage (MJ)   While this is a common formula used to calculate your gas usage in megajoules, it can vary slightly depending on the type of gas meter you have at your property.    The Pressure Factor and Heating Value are used to convert the metered gas volume you have used into an amount of energy calculated in megajoules.    A unit of gas is 3.6 megajoules and is equivalent to 1 kilowatt hour. 
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Your usage refers to the amount of energy you have consumed in a given period, measured in kWh (kilowatt hours) for electricity and MJ (megajoules) for gas.    Usage charges refer to the cost of your usage for a given period in dollars, exclusive of any supply charges, unbilled charges, credits or pay on time discounts.
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My AGL Monthly Bill lets you receive your gas and electricity bills every month, instead of each quarter or every two months. Learn more about My AGL Monthly Bill here. On the other hand, AGL Bill Smoothing can make your energy bill payments easier and more predictable by spreading the estimated total cost of your energy bills for the next year across equal monthly or fortnightly instalments. See how AGL Bill Smoothing works here.
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AGL have partnered with PayPal to offer AGL customers the option to pay their energy bills:   There are no fees to use PayPal PayPal securely stores your financial information and does not share it Your PayPal wallet can store a variety of funding sources, including PayPal balance, bank accounts, and credit cards including American Express.   Pay once-off using Paypal   To make a PayPal payment to AGL, click here.    AGL Customers who are registered for My Account can also make PayPal payments via the Billing page.   Set-up Direct Debit with Paypal   Direct Debit via PayPal is also available for AGL customers who would like the convenience of Direct Debit and the comfort of having payments automatically deducted via PayPal’s secure payment platform.   To sign up to Direct Debit via PayPal, you must have a PayPal account, and My Account. Sign up to Direct Debit via PayPal by logging into My Account. 
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Yes. The following customers will be exempt from paying the new paper bill and/or over-the-counter (OTC) fees:    Staying Connected Customers Customers registered for a Concession Life Support Customers Customers receiving large print bills Some multisite customers Builders defined as a recognised ‘premium builder’ under AGL’s accredited New Connections portfolio
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Your Bill Smoothing arrangement is for one annual cycle. But you’re welcome to cancel Bill Smoothing at any time and return to regular billing.   Working in an annual cycle means your Bill Smoothing payments can be spread equally across all four seasons. We aim to have your account at a nil balance once your annual cycle is finished, ready for the next cycle.
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Your yearly energy forecast is calculated using your historical energy usage and a number of other factors. This is then divided by your payment frequency – weekly, fortnightly or monthly – to find your recommended Bill Smoothing payment amount. If you're new to AGL or don’t have a usage history of a full 12 months, we will substitute any usage history we have for you over the last 12 months with data on other customers or households like yours.
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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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  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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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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