FAQs

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If your concession card is not being applied to your account – here are some checks you can do: Check that your concession card is eligible: Click to see state-based concessions, rebates and grants that you may be eligible for Ensure that you are still entitled to a government concession card Check that your concession card is valid and hasn’t expired Check that the primary name associated with your AGL account: Check that the primary card holder’s name on your relevant concession card matches the primary name on your AGL account It is a requirement that AGL accounts be in a single name for credit reporting and privacy purposes. It is also a requirement of the Department of Human Services that the names on AGL accounts strictly align with the primary card holder’s name on the relevant concession card. Check that you have provided us with your concession card details:  If you are eligible but have not provided us with your concession card details – learn how you can add your concessions card details to your account via My Account. If you are updating or modifying existing concession card details or have previously provided details and it has not been applied to your account, please give us a call on 131 245. Press 3: to use our other self-service options, such as re-issuing a bill, add a concession card, adding direct debit, Bill Smoothing, password resets, or update your contact details. Press 2: to provide your concession card details  
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If someone in your household has Life Support Equipment, it’s important to plan for unexpected energy outages.     By registering your home as requiring a continuous energy supply, we’ll ensure that you’re kept up-to-date on any planned energy supply interruptions. That means you’ll receive Life Support protections, including at least four business days’ prior written notice of retailer or distributor planned outages and other restrictions on disconnecting power to your home.   See eligibility criteria and register your life support machine with AGL today by calling 131 245.
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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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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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In some states there are concessions and rebates for customers with Life Support Equipment, go to Concessions  to see what you may qualify for.
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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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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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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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A one time code is a secure and temporary code sent to your email address when you log in to My Account. This means you’ll never need to remember (or reset!) a password. The one time code is only valid for 5 minutes after they're sent and will expire shortly thereafter and you will have to request a new code.  The code is considered as a secure login method, as it checks that the person trying to login to your My Account has access to the registered email.   Learn how to login in using a one time code.    
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  If your air conditioner is compatible, we’ll help you set up the smart air conditioner controller app on your smartphone and connect it to your device. This can be done during the home visit.   For Managed for You EV participants, we can help you set up the ChargeFox electric vehicle management app on your smartphone and connect it to your device during simple to follow instructions. We’ll also send details in your welcome email post installation.
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It’s possible the code has expired or you’re entering the wrong code. Some things to try: 1. Check that you’re entering the right number 2. Check that you're using the most recent code sent to your email or SMS 3. Make sure you enter the code within 5 minutes of receiving it 4. Click 'Resend' at the bottom of the ‘Verify Code’ page to try again.
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You can set individual trade settings for friends and family. For example if you have five friends, you can set different trade settings for each! You can also set trade settings for buying and selling to the AGL Solar Exchange community as a single trading group.   You will trade first with family and friends who have joined. If you’ve traded with your friends and family and still have Solar Tokens to exchange, you’ll then get the chance to buy or sell with the community. AGL Solar Exchange manages all of your trades automatically, so you can relax and let us do the work for you.
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  You can opt out from participating in the pilot program, or from any peak event by emailing peakenergyrewards@agl.com.au or phoning customer service on 1300 025 928 between 8.30am and 6pm AEST Monday to Friday.   For customers with an electric vehicle, you can opt out from participating in the pilot program, or from any peak event via the ChargeFox EV charging app. If you’d like to speak to one of our team, you can call our Electric Vehicle team on 1300 001 515 Monday to Friday 9am to 5pm. We encourage you to send these requests as early as possible so that they reach us in time for us to remove the adjustments as quickly as possible. We will endeavour to undertake the changes as soon as we receive notification from you.
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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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  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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We are aware of an unsolicited email in circulation pretending to be from AGL containing the subject title: “AGL electricity bill”     How to identify whether you have received a legitimate or hoax email   All legitimate AGL electricity bills 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 are unsure or have any queries about the email, please contact the AGL Help Desk on 131 AGL (131 245), Option 4.   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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You can ask for an extension for your Life Support Equipment registration by calling us on 131 245.
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Our customers are important to us so we will follow up until we have confirmed details of your registration or until the due date in the letters we’ve sent you. Because the temporary life support protections expire if we haven’t received your completed medical confirmation form by the due date, we’ll keep sending you reminders to complete your forms. If you no longer require Life Support Equipment to be registered let us know and we’ll update our records.
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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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If you are completely reliant on your Life Support Equipment, it’s important to have a plan to follow if you unexpectedly lose power. Even if your equipment is not in use all the time, having steps to follow, or knowing who to contact for information and assistance can help give you peace of mind.
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