FAQs

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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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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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Only if you live in Queensland.   However, no matter which state you live in, please remember to switch off your electricity supply at the meter using the main switch before we can make the connection. This may happen as early as 7am on your requested date. 
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Simply move online now or call us on 131 245.   We require 1 business day's notice (before 1pm) for electricity connections and 3 business days for gas.
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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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Absolutely. We can connect gas and electricity for you at your new address.  You’ll just need to speak to the energy retailer for your old place to arrange for the disconnection of gas and electricity at that address.   Learn more about  moving home .
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We’ll send you a confirmation email with a reference number and a link to your online move tracker.   You can also access your move tracker anytime by logging in to My Account and selecting “Track my move”.   On the date confirmed, the electricity or gas in your new home should be connected by the Distributor, who is responsible for the poles, wires, gas pipes and meters in your area. You can find your Electricity and Gas Distributor here.   If you haven't arranged your connections or disconnections yet, simply move online now or call us 24/7 on 131 245.   We require 1 business day's notice (before 1pm) for electricity connections and 3 business days for gas. If you require your connection or disconnection sooner than this please call us on 131 245 and we can discuss your options.
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Yes, as long as you’re an existing AGL customer who’s registered for My Account. If so, simply log in to see the progress of your energy connection.
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Please call us on 131 245.
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If you have organised your move with us and there is no electricity or gas at your new home, please speak to our team via webchat or call us on 131 245. If you haven’t arranged your move, you can do this online, via chat or simply  call us on 131 245 so we can start the process as quickly as possible for you.
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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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If you've only just signed up to AGL, then there is a very good chance that we're still in the process of transferring your accounts over and setting things up.    While this is going on, you'll have very little access to our online services unfortunetly.   If you'd like us to take a closer look at things, please feel free to get in touch with our web chat team here!        
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