FAQs

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Moving house? Let us help you understand the process.   Let us know you’re moving Arrange your move in advance online or, to be connected on the next business day, call us before 1pm Monday to Friday. Simply provide your new address and connection date and we'll connect you on our standard retail contract.   Track your move - get access to your personalised Move Tracker Available when you arrange your move online, you can stay informed on how your energy connection is progressing and edit your move details through My Account  giving you one less thing to worry about.   Make sure your home is ready to connect Please ensure there is clear access to your electricity and gas meters, remember to set your main electrical switch to 'off' so we can complete your request safely.   Move in, power on guaranteed If your power’s not on on the agreed day, we'll cover your related expenses up to $250/day until your power is on^   10 days to select a plan Once you’re set up, you’ll have 10 days to choose a new energy plan and have your benefits backdated to the energy plan start date.   Do you have a life support machine at your property? If someone in your household has Life Support Equipment, it’s important to plan for unexpected energy outages.  Call 131 245, to register your life support machine.   Moving tomorrow? To be connected on the next business day, call us before 1pm Monday to Friday on 131 245 .   Need extra help? See our top Moving FAQs or chat with us now.   ^If the power is not on after the agreed day, we'll cover your related expenses up to $250/day until your power is on. For electricity you'll need to provide one business days' notice and ensure clear, safe access to the meter. Not applicable for WA gas customers.
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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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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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Please call us on 131 245.
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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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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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Not always, so we suggest sharing your concession details with us again when you move to your new place – just in case. For more information about concessions, please visit the Concessions, Rebates and Grants page .
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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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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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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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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 you can! In fact moving is a great time to review your current energy provider. To switch gas for your home, call us on 1300 001 190 or sign up online here. For business, you can give us a call on 1300 001 194 or sign up online here, and we’ll take care of the rest.
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After you sign up to AGL for gas or electricity, it can take as long as three months for your service to transfer across to us. During that time, we won’t have any usage information to show you in My Account.   We’ll contact you once your transfer is complete, so you can log in and see it all for the first time.
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Please ensure there is clear access to your electricity and gas meters, remember to set your main electrical switch to 'off' so we can complete your request safely. If you don’t have access to your new property yet, contact your real estate agent to turn the main switch ‘off’. Did you recently knock down or rebuild your house and require a new connection for electricity or gas? See our New Connections FAQ.
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  After you've arranged your move with us, 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. Once the connections complete, be sure to check that your main switch is in the ON position.  
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To check if AGL supplies electricity or gas at your new address, simply enter your new  details in our Energy Plans page and we'll confirm if we supply at your new address. You will also be able to see your rates and get an estimate. Ready to organise your move? Get started now or chat with our team.
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We require 1 business day's notice (before 1pm) for electricity connections and 3 business days for gas.
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Your registration is specific to your current address, if you move to a new house you’ll need call us on 131 245 to re-apply to have your  Life Support Equipment registered at your new address.
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