There may be a few reasons why your electric hot water system isn’t working.
Start by checking to see if other electrical appliances on your property are working. If they’re not, please call your Electricity Distributor.
If other electrical appliances on your property are working, there’s likely been a failure with your hot water unit, check to see if it could be one of the following reasons:
Broken thermostat Check that the thermostat is working properly by comparing the actual temperature of the water to what is shown on the gauge.
Heating elements may be worn or broken Is your hot water not hot enough? You may need to repair or replace the heating elements in your hot water system.
A leak in your hot water tank Have you noticed water pooling around your water heater? You may need to contact a plumber to determine what is required to fix the leak.
We have an answering service that can help you outside business hours - get in touch with our web chat team or call AGL on 131 766.
AGL will take care of all your trades once you have set up your preferences.
You can pause your trading at any time, if you’re going on holidays or can’t check into the platform for a period of time.
To manage your trade settings simply log in to the AGL Solar Exchange platform.
You may qualify if you are a Victorian resident.
The Controlled Load Electricity Concession is only available to those households that have a separately metered Controlled Load tariff for electric hot water or slab heating that operates during off peak times.
The Controlled Load Electricity Concession provides a 13% reduction on the off-peak tariff rates on quarterly electricity bills for hot water and slab heating. It can be received in addition to the Annual Electricity Concession.
To be eligible, you must hold one of the following concession cards:
Pensioner Concession Card – issued by Centrelink or Department of Veterans' Affairs.
Centrelink Health Care Card.
Department of Veterans' Affairs Gold Card - (for recipients of War Widow or War Widower, Totally and Permanently Incapacitated rate or Extreme Disablement Adjustment rate pensions).
A concession can only be claimed if:
The electricity account is in the name of the concession cardholder,
The supply address is the domestic primary residence of the cardholder and
The electricity account is billed on a domestic tariff.
The following cards are ineligible for the Controlled Load electricity Concessions:
Commonwealth Seniors Health Card
Victorian Seniors Card
"CA" (Carer Allowance) Health Card
"FO" (Foster Care) Health Care Card
Veterans Affairs White Card for Specific Conditions
Veteran Affairs Gold Card Department
Visit agl.com.au/heretohelp to find concessions and grants relevant to your situation
For information about concessions visit the Victorian Department of Human Services website www.dhs.vic.gov.au/concessions or contact the Concessions Information Line on 1800 658 521 (toll-free).
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 >> Option 2 (self Service) >> Option 2 (Account Balances & Payments) >> Option 3 (Extend due date) >> Gas Option 2, Electricity Option 3 >> Account number 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.
1. How does centralised hot water billing work?
Centralised (or bulk) hot water systems are common in apartments and multiple residencies. Each residence will have an individual hot water meter connected to a central hot water system. Customers with centralised hot water are billed for the volume of gas used to heat the water based on the usage recorded by their individual hot water meter (see question 3 for more information on how your usage is calculated and billed).
2. How do I know if I have centralised hot water billing?
You will have an individual water meter for your apartment and a central gas hot water system for the apartment block or units. More information is available from your Body Corporate or Owners Corporation.
Understanding your bill
3. What is the common factor?
So your gas hot water usage can be calculated, the common factor is used to determine the amount of gas (in mega joules) required to heat a litre of water. It is calculated by dividing the total amount of gas used to heat the water (MJ) by the total amount of water (L) used as recorded by the central hot water system. The common factor is provided to AGL by your distributor who is responsible for reading the master meters (these meters are the ones common to the entire apartment block).
4. Why do you multiply my usage by 10 as well as the common factor?
[Information for NSW customers only excluding residents of Wagga Wagga and Tamworth]
If you live in NSW, you may notice that your usage has been multiplied by 10, as well as the common factor - this is because the hot water meter measures your usage in decalitre (a metric unit of capacity equal to one tenth of a litre).
So in order to calculate your bill, we multiply your individual usage by 10 to determine your usage in litres, and then by the common factor (as the common factor is the amount of gas required to heat a litre of water).
Your Meter Reading = 1111 dl (x10)
Your Meter Reading in Litres = 11110
Gas usage of all units = 57544 MJ
Water usage of all units = 126190 litres
Common factor = 57544 / 126190 = 0.4560107 rounded to 0.456011
Energy (MJ) = 1111 x 10 x 0.456011 = 5066.28 rounded to 5066 MJ
Monitoring your usage
5. How do I read my meter?
On most hot water meters, you’ll see a series of numbers. The black numbers measure whole units and the red numbers measure decimals. By reading the meter at two different points in time (such as at the beginning of the day and at the end) you will be able to determine what your water usage is for that amount of time.
UPDATE 26th September 2018
We are pleased to advise that we released an update today that refreshed access to Rewards into the top navigation within My Account.
Customers who previously reported the ‘endless loop experience issue’, are advised this has now been resolved.
To access AGL Rewards, log into My Account and click the Rewards tabs on the top navigation menu between usage and manage account. Alternatively, use this updated link and bookmark it for future use.
Please continue to clear your cache and use this updated link when accessing Rewards from My Account, if you require final trouble shooting. If you do not see the Rewards tab, you may no longer be eligible for AGL Rewards.
At present, we are continuing to work on a resolution for the issue affecting a number of small to medium business customers. For these customers, be sure to check back soon for more announcements here.
We acknowledge this has been a long process but once again appreciate your patience and feedback in helping us work through problem solving. We sincerely value your time and efforts whilst we investigated this accessibility.
As we continue to update our Online Services we'd value your input and suggestions in our Ideas Hub. Submit an idea, vote and comment on other ideas so we can continue to create energy experiences that matter to you.
We apologise for any inconvenience for those customers who have experienced when attempting to access AGL Rewards through My Account. To make sure this isn’t a local web browser issue please clear your cache. Alternatively, ensure that you're not accessing My Account using a bookmarked link as this may be out of date - try this link. The Rewards tab should now appear between usage and manage account when you log back into My Account. If you’re a small or medium business customer, we are aware of errors when you click on the rewards link in My Account. A fix is under investigation and we will post here when it’s good to go.
Thank you to those customers who have supplied trouble shooting details and screen shots. Keep checking this announcement for updates. Thank you for your patience, we want to get you accessing your rewards as soon as possible.
We've recently rolled out a new feature and we've discovered a small number of customers have been impacted when attempting to login to My Account.
Only customers that were not logged out of My Account yesterday morning (24th September) are impacted and may see the below error message when attempting to access My Account again. To resolve the issue, please clear your cookies. There are further instructions provided on the error page if you are unsure how to do this (see below). We apologise for any inconvenience this has caused and thank you for your patience as we resolve.
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.
How can I pay my bill?
We know that life’s short. Rather than spend it stuck in a queue or digging in your kitchen drawer for your latest bill, we’ve come up with a few handy ways you can pay your AGL account and get back to the important stuff.
From paying using online options like My Account, the App, BPAY and PayPal, to in cash at the post office or popping a cheque in the mail, there’s a simple option for everyone.
Here are all the ways you can pay:
Direct debit: An automatic arrangement to debit your bank account or credit card for your entire bill on the due date
Use your credit card to pay online or by calling 1300 657 386.
BPAY: Use your bank’s internet banking system to pay via BPAY, or send bills directly to BPAY View. Find the BSB and Biller code here.
Mail: Pay your account by cheque or money order, mailed to: AGL Sales Pty Ltd, Locked Bag 20024, Melbourne VIC 3001.
Centrepay: Make regular payments directly from your Centrelink payment benefit.
Post Billpay: Pay via your local Auspost office (cash, card or cheque) or the Post Billpay web page.
PayPal: Pay online with your PayPal account (including AMEX) .
Please note: Paying by certain channels can attract a payment processing fee. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule.
By far, the easiest way to manage your account is with My Account. With this free online service you can pay your bill, view your usage history and update your account details.
As well, to help you avoid the ups and downs that come with the changing of the seasons, we created Bill Smoothing.
In a nutshell, we estimate your energy usage over a 12 month period and spread that amount out over smaller, regular payments. This aims to reduce bill shock when you open your bills. We will reassess the periodic amount you pay against your actual usage and adjust it if necessary.
We also know that life doesn’t always go to plan. Unscheduled car maintenance, illness or any number of unexpected events can really put a dent in your finances. Don’t worry. Click here to view your payment extension options via My Account. Alternatively, w e have dedicated people who can help you get back on track. A specially trained member of our Staying Connected team can discuss your needs and work out the best way to help you manage your account.
With a variety of ways to pay your energy bill, flexible payment plans and assistance if life gets a little tough, AGL is here to help.
~Authored by Mark Gambino
Who is entitled to a concession and how these are applied can change from state to state.
To receive a concession the account must be in the name of the concession card holder, and other qualifying conditions must be met.
Please go to our concessions page for more information and to see if you’re entitled to a State Government funded energy concession or call us on 131 245 anytime 24/7 for more information.
AGL now works with the Google Assistant on compatible devices like Google Home* Android or iOS smartphones. Just say “Hey Google, talk to AGL" to get started.
*Google and Google Home and Android are trademarks of Google LLC.
What is the AGL Action and what does it do?
The AGL Action has been created to help our customers who have a Google Home or other Google Assistant-enabled device to get information about their AGL energy account quickly and easily.
Simply speak to your device and say, "Hey Google, talk to AGL" and ask questions like:
“What’s my account balance?”
“What’s my bill amount?”
“When’s my payment due?”
“What’s my electricity cost to date?” (smart meter customers only) You can also switch to e-billing and request a payment extension.
Set up and use of the Google Assistant
1. Find AGL on the Google Assistant or Google Home app
Open your Google Assistant app, tap 'Explore' and search 'AGL'. 2. Link to your AGL account In the AGL Action, tap 'link' to link your account. 3. Say "Hey Google, talk to AGL" Now you can manage your AGL account with help from your Google Assistant. See what you can do.
How to sync your account with Google
Installing and using the AGL Action
To get started, just say “Hey Google, ask AGL...” then: “What's my account balance?” “What's my bill amount?” “What was my bill last year?” “When's my electricity bill due?” “What's my cost to date or projected bill?” (Smart meter customers only) “What's an energy saving tip?” “Switch me to e-billing.” “Extend my payment due date.” And, if you ever get stuck, just say ‘Hey Google, talk to AGL. Get help.”
Where can I get help to set up my device?
It’s easy to set up the AGL Action on your Google Assistant. See above for step by step instructions and a demo video. If you’re having any trouble, you can also get help here.
Why can't The AGL Action answer my questions?
The AGL Action may not be able to answer your questions because the question you are asking has not yet been developed. AGL will review customer feedback and requests for additional voice features and update the AGL Action with new features. Your feedback is important to us. If you’d like to provide feedback on the AGL Action, we’d love to hear it. Simply join this thread here on the Community or email us at email@example.com.
When we update the AGL Action with new features or enhancements you’ll be able to see the update in your Google Assistant in addition to receiving an email with important updates (provided we have your consent).
The AGL Action is not working for me - what should I do?
Have you set up the AGL Action? If not, follow the instructions on this page. Have you tried to invoke the AGL Action by saying "Hey Google, talk to AGL…”
You can ask the following types of questions:
“Hey Google, ask AGL what’s my account balance?”
“OK Google talk to AGL, what’s my bill amount?”
“Hey Google, ask AGL, when’s my payment due?”
“OK Google ask AGL, what's my current usage cost?” (For customers with smart meters only.)
If the AGL Action is still not working, please check if any other Google Actions you have linked to your device work. If this only affects the AGL Action, please try unlinking your account and linking it again.
I’ve already paid my bill. Why is the AGL Action telling me my bill is overdue?
Any payments submitted before 6pm AEST will usually reach your account by the next business day. Any payments submitted after 6pm AEST will take up to 2 business days to reach your account. If you’ve paid your outstanding bills in full, you can disregard any payment information provided via the AGL Action.
Can I link multiple accounts using the AGL Action?
If you have multiple energy products or supply addresses as part of your customer account, then you’ll be able to access all of them via the AGL Action, if they are all linked to the one My Account.
To check what products or supply addresses you have linked to your customer number, log into AGL My Account.
The AGL Action can only be linked to one AGL My Account.
Privacy and data security
Is my personal data secure?
At AGL we take privacy seriously. Steps we take to secure your personal information include that we seek to only provide Google with information that is necessary to answer your question or use the Action. For example, you’ll notice that data, such as your personal address, is not provided fully. It’s still your responsibility to ensure that the Google Assistant can’t be heard by anyone else, so remember to be aware of who is around who could use the Google Assistant or around you when you ask your Google Assistant for your information. We use end to end encryption to protect your data.
How do I know my personal data is safe?
Where can I get more information on voice services and data security?
Google has a help page here.
Terms and conditions For terms and conditions visit agl.com.au/googleterms.
The AGL Skill on Amazon Alexa and AGL Action on the Google Assistant are voice services you can use to help you manage your AGL energy account. With a simple voice command, they can help you get information about your AGL account without having to log in or pick up the phone.
At AGL we take your privacy seriously. You can control what information is stored and shared with Amazon and Google.
Learn more about how your data is collected and used:
AGL Skill on Amazon Alexa – FAQs AGL Action on the Google Assistant – FAQ’s
Join the discussion on AGL Community and provide feedback on your experience:
AGL Skill on Amazon Alexa – discussion and feedback thread AGL Action on the Google Assistant – discussion and feedback thread
We are aware of hoax phone calls being made to customers claiming to be from AGL. These calls are advising customers that they must make a payment on their account or risk being disconnected within 30 minutes.
Whilst AGL does contact customers to seek payment on overdue accounts, we will never threaten disconnection within an unreasonable timeframe if a payment cannot be made.
AGL takes the security of your information very seriously. We will never contact you and threaten disconnection within 24 hours if a payment is not made immediately.
If you are unsure if a phone call was legitimately from AGL, please:
download the AGL App or go to My Account to check on your account balance, or
contact us on 131 AGL (131 245) to discuss any outbound contact we might have had with you and any outstanding payments on your account. If you have provided your details over the phone and believe you may have been a victim of fraud, please contact your financial institution immediately. Scamwatch has more information about what to do if you think your personal details have landed in the wrong hands.
We are aware of an unsolicited email in circulation pretending to be from AGL containing the subject title:
How to identify whether you have received a legitimate or hoax email
All legitimate AGL disconnection notices will:
Come from the sender address firstname.lastname@example.org. Any deviation on this address may be a hoax email; and
Include your supply address and account number in the email body. If it does not contain these details, it may be a hoax email.
What to do if you believe you have received a hoax email
If you have received a hoax email, please delete it. Do not click on any links or content from the email. If you have clicked on the link and submitted your personal details, please login to these accounts and reset your password straight away and run a comprehensive Anti-Virus Scan. If you are unsure or have any queries about the email, please contact the AGL Help Desk, 24 hours/7 days a week, on 131 AGL (131 245), Option 3. AGL takes the security of your information very seriously. We will never send emails asking you to confirm, update or disclose personal or banking information. For information on how to identify a scam email head to this Knowledge Base article or the Scamwatch website. Any customers with concerns about the scam emails should call AGL on 131 245.
There are scam emails and phone calls currently circulating that pretend to be from reputable energy companies, which claim you owe money for an outstanding gas or electricity bill and ask you to:
make a payment over the phone, or
click on a link to view your account or to make a payment.
These communications may also threaten disconnection activity within 24 hours of contact.
They often involve you being illegally contacted by an individual or company who pretend to be from AGL and who try to gain your personal information by falsely saying things like:
Your AGL energy bill is overdue and you need to share your credit card or bank account details to avoid being disconnected; or
You’ve been overcharged and we need your credit card in order to refund you.
These are just two examples, but if you receive a phone call or email that’s similarly unusual or suspicious that asks for your financial information, please do two things:
Ignore it; and
Download the AGL App or go to My Account to check on your account balance, or
Call us directly on 131 245 to check whether we have been trying to contact you.
If you’ve provided your details on a website, by email or over the phone, and you believe you may have been a victim of fraud, please contact your financial institution immediately.
Remember, AGL will never
send you emails asking for personal banking or financial details, or
threaten disconnection within 24 hours of contact.
How the scams work:
You receive an email from a reputable energy company claiming that you owe them money.
The email may appear to come from a department like the 'Accounts Receivable Team' or 'Accounts Payable'.
The email may contain the subject title 'Your AGL Bills Update ✔'.
The email may or may not be from your current energy provider.
The email may claim that you have exceeded your energy usage limit and need to pay or even that you are eligible to use a discounted energy tariff if you click on the link.
The email may direct you to click on a link to view your account, pay your bill or download an attachment.
If you click on the link, your computer may be infected with malicious software and your identity compromised.
If you 'pay' the amount, you will lose your money and may have your credit card details stolen.
How to protect yourself:
If you receive a suspicious email for outstanding energy usage - delete it immediately.
If you're not sure if this is a scam, contact your energy provider with the contact details from their website and not from the email.
Look out for tell tale signs of a scam email, including spelling mistakes and poor grammar.
Never click on the links from suspicious emails and delete them immediately.
For more information visit the Scam Watch website.
Customers and non-customers should be aware of an AGL-branded email scam that is falsely claiming to be from AGL. The emails are presented as an eBill and may include a heading that includes "Credit card autopay rejection". Screenshots are posted below.
The link asking you to ‘re-register your credit card autopay details’ takes you to a non-AGL website which is a scam website.
AGL will never email you to ask for your personal banking or financial details. Also, any email correspondence from AGL will also have the customer’s name and account details, including account number and supply address.
Anyone receiving this suspicious email should:
Forward it to email@example.com.
Flag the email as ‘spam’ or junk in your inbox.
Delete the email immediately. Please do not open or click on any links within the email.
For information on how to identify a scam email head to this Knowledge Base article or the Scamwatch website. Any customers with concerns about the scam emails should call AGL on 131 245.
Protect your computer and other devices by keeping your software current and installing anti virus software to keep the criminals away!
The only way to keep yourself safe is to keep you software current, updating apps and operating systems as soon as updates are released - especially after a security issue has been identified.
The updates are released because software vendors are always adjusting their code to keep ahead of the criminals.
Software updates are a crucial step in keeping your private information private.
And don’t forget to install anti-virus software on your devices.
Viruses, worms, Trojan horses, ransomware......are just some of the intruders that anti-virus software will stop. Anti-virus software helps protect your computer against most viruses, worms, Trojan horses, and other unwanted invaders that can make your computer "sick".
The invaders perform malicious acts, such as deleting files, accessing personal data, or using your computer to attack other computers.
To keep your devices healthy, install anti-virus software. Do some research on anti-virus software but some of the big names in Anti Virus software are Norton by Symantec and McAfee.
Stay Smart Online has lots of good resources on how to protect your information.
Where can I go to get help?
Scamwatch provides information to consumers and small businesses about how to recognise, avoid and report scams.
Stay Smart Online provides useful information and resources to help you and your family stay safe from cyber security threats. AGL is a proud supporter of Stay Smart Online.
Both Scamwatch and Stay Smart Online have an email alert system that you can subscribe to.
A strong password is a safe password.
Short and simple passwords might be easy for you to remember, but unfortunately are also easier for cyber criminals to crack.
A strong password is greater than eight characters long and a mix of upper and lower case letters, numbers and other symbols:
Lowercase letters a,b,c...
Uppercase letters A,B,C…
Learn how to set and use passwords with Stay Smart Online.
And remember never share your passwords with anyone and use different passwords for each of your online account that way if they get into one they will not be able to access your other accounts.
Learn to Spot Scams and Spam ......Look for something JUST NOT QUITE RIGHT!
Phishing is a type of online scam where criminals send an email that appears to be from a legitimate company asking you to provide sensitive information or click on a link. Some phishing messages are an obvious fraud, others can be a bit more convincing. So how do you tell the difference between a real message and a phishing message. There is not one single technique but here are some hints.
1. The message contains a mismatched URL e.g. actual email address does not match name displayed
One of the first things you should check is whether the URL (eg. link to website or email address) actually matches the name displayed.
When you hover your mouse over the link or email address if it is different to the address that you can see, the message is probably fraudulent or malicious. For example, if you hover over a display sender name like “Stay Smart Online” it should appear as StaySmartOnline@ag.gov.au, not something like StaySmartOnline123445656@123.com.
2. URLs contain a misleading domain name e.g. microsoft.com.maliciousdomain.com
Criminals who launch phishing campaigns often depend on people either - not checking a link before they click or not understanding how a domain name is structured. For example a Microsoft webpage would always have microsoft.com at the end. For example
This could be OK
This is NOT OK (note the missing letters)
3. The message contains poor spelling and grammar
If a company sends out a message, it is usually reviewed for spelling, grammar, and legality etc. So if a message is filled with poor grammar or spelling mistakes, it probably did not come from them!
4. The message asks for personal information
No matter how official an email message might look, it's always a bad sign if the message asks for personal information. Your bank does not need you to send it your account number. It already knows it! Also, a company should never send an email asking for your password or credit card number.
5. The offer seems too good to be true
If the offer seems too good to be true - it probably is. If you receive a message from someone unknown to you making big promises e.g. you have won tattslotto - when you did not buy a ticket - the message is probably a scam.
6. You did not initiate the action
You get an email saying you won a car but you never entered a competition to win a car. If you get a message like this you can probably bet it is a scam.
7. You are asked to send money to cover expenses
A telltale sign of a phishing email is that you are asked for money - even if it is not in the first email.
8. The message makes unrealistic threats
If a message makes unrealistic threats it is probably a scam. An example of a threat message is - your bank emailing you saying that if you do not submit a form plus ID your account will be cancelled and assets seized.
9. The message appears to be from an official source e.g. government department
Official sources do not use email as their first form of contact. It will most probably be a scam.
10. Something just does not look right
Casino security teams are taught to look for anything that is JDLR - just doesn't look right! If it looks off, it probably is! This also applies to email messages. If you receive a message that seems suspicious, it's usually in your best interests to avoid acting on the message. Do not click on links, download files or open attachments in emails from unknown senders. It is best to open attachments only when you are expecting them and know what they contain, even if you know the sender.