FAQs

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It will take up to 15 business days to complete a standard work request (unless a specific date has been agreed directly with you). Please note the following exceptions: A safe environment (nothing to prevent installation such as a loose switchboard, exposed wires or a point of attachment that is too high or low). Clear access to the meter box Unlocked gates Installing the meter will not disrupt another customers electricity supply For complex meter exchanges the distributor needs to undertake any supply related pre-work prior to the meter being installed If you have life support equipment, an appointment is always required You don't have an agreement with us to install the meter.
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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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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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If you’ve registered your requirement for Life Support Equipment with us, your registration will cease and you’ll need to apply to have your Life Support Equipment registered with your new retailer. If you’ve registered with your distributor, they’ll let your new retailer know.
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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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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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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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A new connection is required when there is no physical link existing between your property and the distributor network. This may be due to: building a new house knock down/rebuild which requires a new connection for electricity or gas. To request a new gas/electricity connection please see Meters and Connections to get started.
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Have you received a bill that’s given you a shock? It’s important to understand where and when you use energy. Here are some checks you can make to help lower your cost: Check seasonality Hot summers and cold winters can be contributing factors to a high bill. Cooling and heating appliances used to cope with changes in weather can increase your energy usage.   Check to see if you’re using more energy than usual by comparing your bill with your previous summer/winter usage using My Account or the AGL app Take advantage of natural heating and cooling opportunities   Submit your own meter read If you have a basic meter, you can request an adjustment to an estimated bill by submitting your own meter read.   Provide your own meter read two days before your next bill date to avoid an estimated bill Find out how much energy you are using, any time you like Check if you’re eligible for concessions You may qualify to receive various energy concessions, rebates or grants on your AGL account.   Check your eligibility and get in touch to ensure eligible concessions are applied Know what financial assistance options are available to you. Energy Insights   The more appliances you have and use, the higher your energy bills will be. Energy Insights can help you understand where you're using the most electricity. If you have a smart meter and you’ve set up your Home Profile through My Account you'll get greater visibility with estimates of your home’s electricity usage by appliance category.    Register for Energy Insights Set up or update your Home Profile Did you recently move house?    Have your living arrangements recently changed which may have had an impact on your energy usage? Your new home might be larger or new house mate may have moved in?    Check our energy efficiency guide for practical ways to reduce your energy bills Did you recently purchase new appliances? You could be using more energy. Use the Energy Rating Calculator to compare running costs of appliances Take control with the AGL App See up-to-date information on your energy usage and charges. If you have a digital meter, you can track your electricity usage and costs to date. Drill into weekly and daily views to compare energy usage across different periods. Download the AGL app – for iPhone Download the AGL app – for Android Manage your usage with My Account Get detailed information about your energy usage and track your energy usage if you have a digital meter.  Register for My Account Log in to My Account
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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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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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You can ask for an extension for your Life Support Equipment registration by calling us on 131 245.
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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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Your Reference Number can be found under Payment Options on the back of your AGL bill or on page two of your online bill.  
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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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The answer may be 'yes' if you are an Victorian AGL residential customer experiencing temporary or long-term financial difficulties which impacts your ability to pay a gas or electricity bill. For QLD, NSW, SA and WA please see Staying Connected.   We understand that financial challenges or difficulties can strike anyone. For example, you may have experienced: a loss of or change in income a serious illness, disability or death in the family a separation, divorce or family crisis other personal matters contributing to these difficulties. In these and similar situations, the Payment Support Victoria program may be able to help.   Please contact us on 131 245 for more information.
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AGL is committed to powering all types of businesses around Australia.   We recognise that every business is unique – all different sizes with different requirements and needs.    For a general guideline, as at February 2019, we would tend to classify customers as follows   Small to Medium Business: businesses that spend less than $30,000 annually on electricity and less than $50,000 on gas. Large Business: Businesses that spend more than $30,000 a year on electricity, or more than $50,000 on gas Multi-site Business: Businesses with more than 10 sites   Looking for SME energy plans?  View our plans page Get a tailored energy solution for your large business - Get a quote or call 1300 001 047
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If your current credit card is currently linked to a direct debit please follow steps below, if not, please follow Step 3 only.   Step 1: Log in to My Account Step 2: Cancel any direct debits currently using the card you wish to remove/update.  Manage Account > Billing and Payments > Direct Debit > Manage   Step 3: Add new card in My Wallet  Manage Account > Billing and Payments > My Wallet > Add Delete old card  Add a Payment Method Step 4: Set up Direct Debit with your new card details Manage Account>Billing and Payments>Direct Debit> Manage
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Log in to My Account Select 'Make a Payment' on the bill you want to pay  Confirm your payment amount and select 'Later' under 'Payment Date'   Select your preferred payment date from the calendar. Confirm your preferred payment method.    Not registered for My Account? Learn how. 
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