FAQs

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  We will need the devices returned. We’ll organise an installer to come to your home to uninstall these.
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Yes. Places in the AGL Solar Exchange trial are limited, and the offer may expire without notice.
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  LG Chem RESU batteries use lithium-ion battery technology and LG Chem’s Lamination & Stacking technology, which LG Chem states helps to maintain a superior battery lifespan even with frequent charging and discharging.
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  We’ll leave your old charging station once removed for your potential future use.
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No. While you do not buy or sell solar energy, AGL Solar Exchange does give you access to potential solar savings by purchasing Solar Tokens, which are a representation of the solar energy that participants export to the grid.   It’s a new way to harness the power of the sun without installing panels.
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No. AGL Solar Exchange does not trade in real-time.   AGL Solar Exchange will conduct a trade when your digital meter data for a particular trading period becomes available to AGL.   For example, if AGL receives your electricity usage information for Monday on Thursday of that week, AGL Solar Exchange will use your AGL Solar Exchange settings on Thursday, to conduct Monday’s trades. Trades are conducted automatically, and as such, AGL cannot change the timing of a trade or reverse a trade once it has been conducted.   There are three trading periods in a single day. A Solar Token created in a trading period may not be available to trade in the next period. Solar Tokens expire at the end of each trading period – in this way Solar Tokens behave like solar energy and must be used in the same period that they’re created.
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  Tesla Powerwall 2 specifications can be found here.
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Step 1  Log in or Register for My Account Step 2 Navigate to ‘Manage Account’ > ‘Billing and Payments’ > ‘Enter Meter Read’     Step 3 Confirm which read you are submitting. Select ‘Electricity’ or ‘Gas’ and for which address    Step 4 Confirm safe and clear access to your meter, select ‘OK to continue’       Step 5 Reading your meter left to right, enter the first 5 numbers including all zeroes Step 6 Ensuring you've entered the correct numbers, click ‘NEXT’ to submit your meter read        Need help? See our guide on how to read your meter.   This feature isn’t available to customers with a digital meter. Learn more about your digital meter.
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  We’re hoping electric vehicles will help us understand how we can test new ways of improving the electricity grid’s stability in the long term.
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This means the email you tried to log in with is not registered to an AGL account.   Try using a different email address or registering for AGL Online Services if you haven’t already done so.
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  The product height is 480 mm, width 330 mm and 170 mm deep and weighs 7.7 kg.   Find out more on the Schneider EVLink Smart Wallbox product details page.
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  Yes, we will need the Schneider EVLink Smart Wallbox returned if you opt out prior to the end of year one. We’ll organise an installer to come to your home to uninstall these.
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Bill Smoothing is available to residential and small business customers who have an overdue amount of less than $200 (including GST)   Bill Smoothing is not available to customers who: Have an overdue amount of more than $200. Are currently on AGL’s Staying Connected Hardship Program
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In some cases, the meter read may not be accepted if: The read provided is too high or too low compared to the last actual read and compared to the average usage for the site. If the read was taken too far in the past. When you provide us with your meter read it needs to be current, so when you read the meter make sure you let us know the figure straight away. If we request a photo and it isn’t provided or the photo provided isn’t clear and accurate. Incorrect meter number provided. If we’ve been advised that the meter is disconnected, faulty, or in progress to be replaced or fixed. If the read is lower than the read taken when you began your energy plan with AGL at this address (estimated or actual read quality), then we will wait for read verification via your Distributor before accepting/rejecting the read. Process to raise a dispute regarding rejected meter read Our customers are important to us and we are here to help. If you have a complaint or are not satisfied with our service, you may request a review of our decision regarding your rejected meter read. AGL’s comprehensive  customer resolution process  details how to raise your concern and how to lodge a dispute with your relevant ombudsman if we can’t help you via our complaints process.
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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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Step 1 Download the AGL App  - Iphone or Android Step 2 Open the AGL App on your device Step 3 Navigate to ‘Account’ > ‘Enter Meter Read’  Step 4 Confirm which read you are submitting. Select ‘Electricity’ or ‘Gas’ and for which address Step 5 Ensure safe and clear access to your meter, select ‘OK to continue’ Step 6 Reading your meter left to right, enter the first 5 numbers including all zeroes Step 7 Ensuring you've entered the correct numbers, click ‘NEXT’ to submit your meter read   Need help? See our guide on how to read your meter.   This feature isn’t available to customers with a digital meter. Learn more about your digital meter.
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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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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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As a registered Life Support customer, you’ll receive 4 business days’ prior notice in writing via post. Currently you receive 4 business days notice, which may not always be in writing to you directly. This is so you can make arrangements and ensure you have time to prepare.
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If you're having a hard time paying your home energy bills, we have options for you:   Unable to pay your bill before the due date and just need more time to pay? We understand that life doesn’t always go to plan, and sometimes you just need a little more time to pay. See if you’re eligible for a payment extension   Experiencing temporary or long-term financial difficulty?   NSW, QLD, SA and WA Residential Customers Staying Connected is our hardship program for customers based in New South Wales, Queensland, South Australia and Western Australia. Staying Connected is personalised assistance that goes beyond traditional payment plans. It’s confidential support so you can get back on track with your home energy bill. Learn more about Staying Connected   VIC Residential Customers If you’re a Victorian residential customer, support is available as part of our Payment Support Victoria program. Payment Support Victoria is for those who are experiencing temporary or long-term financial difficulty that makes it hard to pay their gas and/or electricity bill. Learn more about Payment Support Victoria     
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