FAQs

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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.
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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.
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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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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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Call us on 131 245. A member of our customer service team can verify who you are and help you out.
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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 for more information.
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Your National Meter Identifier (NMI) is a unique number that you'll need if you change your electricity retailer. It’s always listed on the back of your electricity bill. What is the NMI used for? Every connection to the national electricity network is given its own NMI (National Meter Identifier). The NMI is used to ensure the correct meter data is connected to your account. The NMI is also used to: identify your supply address identify the meters and meter types at your connected address ensure that you are billed for the right amount of usage at your property. Where do I find my NMI? You can find your NMI (11 digits) under ‘Your electricity supply details’ on page 2 of your electricity bill. To obtain specific information about a NMI, please reach out to our web chat team here. Does my NMI ever change? The NMI should always stay the same for your electricity network connection point unless the location of your electricity network connection point changes - e.g. When a building is demolished, and a new meter is installed. Does my NMI stay the same when I move? The NMI is associated with an electricity network connection point, therefore when you move, you will have a new NMI at your new location.
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Find out who your local distributor is in your area by using our Lookup Tools:   Distributor Lookup Tool Gas Distributor Lookup Tool You can also refer to your bill to find out who your distributor is. From here you will be able to contact the distribution company who are the best to advise as to when the electricity or gas will be restored in your area.    If they are not able to assist you then please call us on 131 245 and we can see what information that we find out. 
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Moving?    It’s easy to arrange gas and electricity to be connected at your new home, especially if you’re already an AGL customer.   Simply:  Log in to My Account. Select the 'Move home' button on the right-hand side of the page, and follow the on-screen instructions. Note: If you haven’t already registered for My Account, ensure that you have your recent energy bill handy, and select ‘Register’.   If you’re not an AGL customer, the best option is to complete our online form. It only takes a few minutes, and if you need a hand, you can chat online with one of our consultants.    Please remember to give us 3 business days to have energy connected or disconnected at your home. If you have any questions, please call us on 131 245.   If you have already moved,  please  get in touch with our customer service team via  web chat    with your account numbers and they'll be happy to help you update or check your address details.
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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. Visit the Manage Account tab in My Account to access My Wallet.   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 . – just click on the Manage Account tab, then select Direct Debit. Here 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 don't have 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.
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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, call us on 131 245 and we’ll help set it up over the phone.
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If you’re already with AGL, you may be charged an exit fee if your AGL energy plan carries one and you cancel your plan before its end date. If you're new to AGL, we have a range of energy plans that don’t carry exit fees. Simply speak to us today to find the right one for you.   Do you need more information? Search for answers or ask a question at The AGL Community.
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By choosing eBilling, you’ll be emailed a secure and temporary link for where you can download an electronic copy of your bill online, rather than being mailed a paper copy. eBills have the same information as paper bills, right down to the messages and inserts that you’d otherwise find in the envelope, and you can pay them using the exact same payment methods. Plus we can email you other important messages about your account, like reminder notices.   Just remember to update your email address if you ever change it, either by logging into My Account or calling 131 245. And to keep your information safe and confidential, be sure to use a personal email address that no one else has access to.  Find out how you can switch to eBilling here.
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Connecting your energy to your new home is easy. Whether you're an existing customer or want to switch to us, we can help take the stress out of moving.   Our Power-on Guarantee and online move tracker means that you'll have peace of mind, the day you move in.^   Learn more about moving home.   ^Power- on Guarantee is for Electricity customers only. If the power's not on after the agreed day, we'll cover your related expenses up to $250/day until your power is on. You'll need to provide one business days' notice and ensure clear, safe access to the meter.  
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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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Exit fees apply if you are in a fixed term contract with AGL and you cancel this contract whilst still in the contract length. If you take AGL with you to your new address, this exit fee may be waived.  
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Log in to My Account, click on ‘Manage Account' at the top of the page. This will take you to the account management settings where you can edit your contact details and login details and more. To update your name or date of birth, call us on 131 245. A member of our customer service team can verify who you are and help you out.   If you update your email address, you’ll need to use it to log in to My Account. You’ll also start to be sent your energy bills to this new email address if you’ve registered for eBilling.
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You can cancel your Direct Debit arrangement online or by calling us anytime on 131 245.   Looking to set up direct debit? Visit this article here.
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No, all of our current plans come without lock in fees, giving you the freedom to pick whichever plan suits you best.   See here for when an exit fee might apply.
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If you’re an AGL customer:   Have a recent AGL energy bill handy and click on the ‘My Account’ button in the top right hand corner of the AGL homepage. Start by entering your Account Number (you’ll find it in the top right-hand corner of your bill), then follow the prompts to complete the registration process. If successful, you’ll be taken to the My Account homepage. Soon after, you’ll be sent a confirmation email to the email address you used to register for My Account.
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