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If you have a remotely read smart electricity meter you may be able to view a projection* of your next bill.   Bill projection: We estimate this amount by multiplying your average daily use (for the billing period so far) by the total number of days in the period. It's intended only as an estimate - your final bill may be different.   Your bill projection amount includes any applicable Guaranteed or Double Up discounts, but excludes Pay on time and Direct Debit discounts. It includes supply and usage charges, but excludes fees and other charges such as Demand and Green charges. It doesn’t include concessions, solar feed-in-tariffs, credits or other one-off benefits.   Cost so far: This figure is intended to give you some idea how much you’ve spent on energy up to this point in your current billing period. It may not reflect your actual AGL bill.   Your cost so far amount includes any applicable Guaranteed or Double Up discounts, but excludes Pay on time and Direct Debit discounts. It includes supply and usage charges, but excludes fees and other charges such as Demand and Green charges. It doesn’t include concessions, solar feed-in-tariffs, credits, or other one-off benefits.   Download or view the projected bill details in My Account or the AGL Energy App.   *Projected bills are an estimate only. Actual bill may be different if your usage patterns change during the billing period. 
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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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Note: This article refers to digital meters. For other types of gas and electricity meters, such as clock dial meters, take a look at our guide on How to read your gas & electricity meter.   All digital meters have a display or information button (clear or grey in colour) which lets you scroll through its different registers. What you’ll see will all depend on the type of meter you have.   The following information relates to Active Steam Meters, you'll see it labelled with an Active Stream logo, affixed on the terminal cover.  If you live in New South Wales, Queensland or South Australia, you’ll have one of the meters pictured below installed. Have a look to see which one is yours. For Victoria please see our FAQ on Electricity Digital Display meters.       Meter type: ‘Mk10D’ – Three phase, one element:     The table below shows meters register, LCD Label and Description.    Register LCD Description F03D 01 Standard Current Date and Time 1E00 03 Excess energy consumed by customer IE10 13 Excess energy exported by customer       Meter type ‘MK7C’ – One phase, one element:     LCD Description 01 Standard Current Date and Time 03 Excess energy consumed by customer 13 Excess energy exported by customer       Meter type ‘MK7A2’ – One phase, two element:     LCD Description As Per Configuration 01* Standard Current Date and Time 03* Excess energy consumed by customer 13* Excess energy exported by solar system 07* Total energy consumed by customer’s hot water 43 This register should record zero 53 Total Excess energy consumed by customer 63 Total Excess energy exported by solar system   *Some of the older meters will only have 4 LCD displays (01, 03, 07 and 13)   PFIT Solar Configuration   LCD Description As Per Configuration 01 Standard Current Date and Time 03 Excess energy consumed by customer's load 13 This register should record zero for PFIT meters 07 Total energy consumed by solar system 43 Total energy produced by customer solar system 53 Total Excess energy consumed by customer 63 Total Excess energy exported by solar system   * Lasdt updated 13th Feb 2018.
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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  Press 2 for payments, bill extensions and account balances. Press 2 to extend time to pay bill. Press 2 for gas or Press 3 for electricity.  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.  If you’re a Victorian AGL residential customer experiencing temporary or long-term financial difficulty which impact your ability to pay a gas and/or electricity bill, you’re entitled to assistance as part of AGL’s Payment Support Victoria program.  
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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 the smell of gas is coming from an appliance on your property, or from pipework near the gas meter, turn the natural gas meter handle to the off position first before you immediately phone your local plumber or gas fitter or, if you rent, your real estate agent.   If you pinpoint the smell is coming from the meter, or if it’s making a hissing sound, follow the prompts on the  Emergencies and Power Outages  page.
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The AGL Energy App lets you stay in control, informed and connected so it’s easier to manage your budget and avoid surprises on your bill.   If you’re an AGL customer, you can: Enter your own meter reads.~ View historical billing data. Easily pay bills via PayPal or credit card. Download your bill   If you have a digital (or 'smart') electricity meter, you can: View your daily and monthly usage. Receive a projection of your next bill amount.   ~Only available to customers without a remotely read smart meter.   If you’re a solar command customer you now have access to a solar monitoring tool, real time monitoring of your solar production and household usage.   Simply download the App from the  App Store  or on  Google Play  and login using your AGL online account details.         Got more questions? Ask us here! If you're using the app, feel free to share your experiences with your Community members in our feedback board. 
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Digital meters, are the next generation of electricity meters, replacing analogue ones. They measure your home’s electricity use in 30-minute intervals, and can send this data automatically to your energy retailer every day using a secure wireless network. Digital meters are installed by qualified electricians, and depending on your home’s set up and situation, the installation process normally takes 30 minutes to 2 hours to complete.
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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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We understand that the passing of a family member and finalising an estate can be stressful, so we have a simple system to help you sort out their energy account as quickly as possible.   We encourage you to contact us by phone on 131 245 so that we can help organise the best result.   If you need to contact AGL from overseas, you can also call us on +61 3 8633 6000.   You don’t have to be family or the executor of the estate, so long as you can tell us the account details to ensure we are providing the correct service.   One of our customer service representatives will then guide you through the steps needed to close the account, or transfer the service to another account holder if you still require an energy supply.     What information will you need?   For our customer service staff to help, they will need to know your name and contact details, your relationship to the account holder, and the name of the executor (if it isn’t you) and their details.   If the energy supply needs to stay on, AGL will need the executor or someone else to take responsibility and have an account set up in their name.   And if our team require any additional documentation they will let you know and find the best way for you provide this information.     Also know that more help is available to you. If you require financial advice during this time, you can contact the  Department of Human Services, who can refer you to the appropriate service.
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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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You can access your metering data by completing the Single metering data request or Multiple metering data requests form available here.
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Visual inspections are only required if you live in Queensland. The distributor (who looks after the poles, wires and gas pipes in your area) requires a visual inspection of your meter to ensure that your meter is safe.
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When paying your bill via BPAY, you will need a biller code and a reference number.   The biller code is one AGL provides, and it depends on your account particulars. The reference number is specific to your account. Refer to the bottom page of your most recent bill, like this to find the biller code:   If you receive your bill via email, you'll find  this information in the detailed PDF version of your bill. In the email, click Download your bill (PDF) -  you'll be presented with your detailed bill, which includes all relevant payment reference numbers on the bottom of the second page.       If you don't have access to a bill, please reach out to our web chat team for assistance as your biller code can vary depending on the state you live in.  
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We are aware of an unsolicited email in circulation pretending to be from AGL containing the subject title:   “Disconnection Notice”       How to identify whether you have received a legitimate or hoax email   All legitimate AGL disconnection notices will:   Come from the sender address agl@energy.agl.com.au. 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, 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.
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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’.   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. Not an AGL customer? Plan your move with us today. 
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