FAQs

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We understand that some of our customers have been impacted by major storms and flooding across south and eastern Australia.   Affected customers facing financial hardship following these events should call AGL on 131 245 to discuss support available.   You can also find more information at the Victorian and New South Wales goverment websites.
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No. Your privacy is important to us.   Our team will assist you with compassion and understanding that includes keeping your information confidential.   We will only disclose or use information in accordance with the requirements of the Privacy Act 1988 and the AGL Privacy Policy.  
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You’ll find new bills, along with all of your old ones, by clicking on the ‘Billing’ tab on the ‘Overview’ page (that’s the page you’ll first see after you log in to My Account).
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If you have different account numbers for different premises or your electricity and gas, check that you’ve added each account. If you haven’t, log in to AGL Energy Online and click “Add property”.
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AGL and other retailers are required to notify customers if a disconnection due to debt may occur.   If you’re experiencing financial difficulties and have trouble paying your electricity bill on time, please contact us as soon as possible.   AGL’s hardship program, ‘Staying Connected’, is designed to assist customers who are having a hard time paying their energy bills. Visit our Staying Connected page for more details.
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You can take one month off your Bill Smoothing payments each year. We’ll simply smooth that amount over the remaining months of your 12-month term.   For example, if you make your Bill Smoothing payments weekly, you can take four weeks off individually or consecutively.   It’s up to you when and how you’d like to take your payment holiday.
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Absolutely, for those in NSW, VIC, QLD or WA where AGL has a Seniors Card offer available, new and existing AGL customers can take up the offer.
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eGift Cards and eVouchers are sent by email and delivery time will vary depending on the product you’ve ordered:   Digital movie vouchers are processed within a few minutes. eGift cards from Myer and Wish (Woolworths, Big W, Dan Murphy's, Caltex, BWS and Woolworths Liquor) may take up to 12 hours to be delivered. All other eGift cards may take 5 business days, depending on your payment method.   If you have not received your eGift card or eVoucher within the above timelines, please carefully check your email inbox including your junk mail.
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We encourage you to set up Direct Debit with your Bill Smoothing service. Once set up, your payment amount is automatically deducted from your nominated bank account at your nominated payment date.   There are other payment options available. To find out more, view our payment and billing options.   If you do have Direct Debit set up, make sure your account has sufficient funds for the bill amount to be paid, otherwise, a dishonour fee may be charged. Bank transaction fees and Government taxes may also apply.   To keep monthly payments predictable, we set payments on the same date per month within the first 28 days of the month. Also please note for credit card payments, we only accept Visa and Mastercard. A payment processing fee may apply (GST inclusive).
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We are aware of hoax phone calls being made to customers claiming to be from AGL. These calls are advising customers that they must make a payment on their account or risk being disconnected within 30 minutes.   AGL takes the security of your information very seriously. Whilst AGL does contact customers to seek payment on overdue accounts, we will never threaten disconnection within an unreasonable timeframe if a payment cannot be made.   If you are unsure if a phone call was legitimately from AGL, please:    download the AGL App or go to My Account to check on your account balance, or contact us on 131 AGL (131 245) to discuss any outbound contact we might have had with you and any outstanding payments on your account.     If you have provided your details over the phone and believe you may have been a victim of fraud, please contact your financial institution immediately. Scamwatch has more information about what to do if you think your personal details have landed in the wrong hands.
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The NSW Government Low Income Household Rebate (formally known as the Energy Rebate) recently increased to $285 per year (indexed annually on 1 July) or $0.7808 (GST excl) per day. The rebate is paid in instalments through each AGL electricity bill. The exact amount of the rebate paid on each bill will depend on the number of days in each billing period.   The Low Income Household Rebate is intended to assist eligible AGL customers with all their household energy costs (gas and electricity) but is applied on the electricity bill only.   If you are currently receiving the Low Income Household Rebate you will not have to do anything and will automatically receive the increased rebate. If you are eligible but not currently receiving a rebate, contact AGL 24/7 on 131 245.   Eligibility   To be eligible, the account holder must hold one of the following concession cards: Pensioner Concession Card – issued by Centrelink or Department of Veterans' Affairs. Centrelink Health Care Card. Department of Veterans' Affairs Gold Card - (for recipients of War Widow or War Widower, Totally and Permanently Incapacitated rate or Extreme Disablement Adjustment rate pensions). A concession can be claimed only if: The energy account is in the name of the concession card holder, The supply address is the domestic primary residence of the card holder and The energy account is billed on a domestic tariff. The following cardholders are ineligible: Centrelink Child Disability Healthcare cards Centrelink Foster Care Healthcare cards DVA Dependent and Specific Conditions cards Commonwealth State Seniors cards Commonwealth Seniors Health cards Check eligibility: Want to check if you are eligible? Try our online tool that helps you find financial assistance options. Create your action plan here: https://www.agl.com.au/heretohelp For information about concessions visit the NSW Government website at http://www.resourcesandenergy.nsw.gov.au/energy-consumers/financial-assistance/rebates
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You'll need to contact our Customer Service Team on 133 835 to delete your business's AGL Energy Online account.
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Installing a solar power system can result in a significant reduction of overall bill amounts.   A solar power system harnesses energy from sunlight via solar panels on the roof and converts it into electricity. Generating electricity in this way is considered environmentally friendly as it produces no direct greenhouse gas emissions.   With a net metered solar power system, the electricity that is generated is used by the home or business, and any excess electricity (where the solar power system is generating more than is being used in the home or business at any point in time) is fed back into the electricity grid.   With a gross metered solar power system, all the electricity that is generated is fed back into the electricity grid.   Customers with either a net or gross metered solar power system are paid for the excess electricity that is fed back into the grid in the form of Solar Feed-in credit on their electricity bills.   So a net metered solar power system reduces the amount of electricity that homes and businesses need to buy for use during the day. Plus, the Feed-in Credits for solar electricity not used by the home or business and fed into the grid helps off-set the cost of electricity that is purchased from the grid.   With a gross metered solar power system all the solar electricity generated is fed into the grid, for which the home or business will receive Feed-in Credits, but all the electricity used by the home or business is drawn from the grid and paid for under the customer’s energy plan.   Solar Feed-in tariffs, which are used to calculate Solar Feed-in bill credits, differ from State to State and may depend on when a Solar Feed-in agreement was entered into and the type of metering that is set up.   The amount of any solar Feed-in Credits received will depend on geographical location, the size of the solar power system installed and, in the case of net metered systems, the energy usage of the home or business at the time the solar power system is generating electricity.   Installing a solar power system reduces the size of electricity bills, and can significantly do so depending on size of the particular system installed. For more information about solar power systems, please visit AGL Solar or call the AGL Solar team on 1300 274 165.
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Up to 38% of your home’s yearly energy usage can go on producing and storing the hot water it needs for things like cooking, bathing, and cleaning clothes and dishes^. Having showers instead of baths and keeping your shower time under 4 minutes can go a long way in keeping your hot water usage down. Insulating your water heater’s pipes can keep its water hotter for longer. A low-flow showerhead can cut down your shower’s energy and hot water usage. Save energy by washing as many loads as you can using cold water. Avoid overfilling your laundry tub with more water than you actually need. You can tell if your water heater has any leaks by looking for pools of water around its base. Also, listen for any water that’s running when your taps are turned off. This may suggest your home has a cracked or broken water pipe. A dripping tap can leak hundreds of litres a year, costing you plenty. Make sure taps are turned off tightly and repair any that are leaking. While there are energy efficient water heaters available, a solar hot water service can use the power of the sun instead of adding to the total of your gas or electricity bills.   ^Source:Baseline Energy Estimates, 2008
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You may qualify if you are a Victorian resident.   The Annual Electricity Concession (AEC) is currently calculated at the rate of 17.5% off energy usage and supply charges minus $0.08233 (GST incl) or $0.0748 (GST excl) per day. The AEC will not apply to the first $171.60 of concession card holders’ electricity bills and is capped at an amount of $406.20 (GST excl), and is available all year round. To be eligible you must hold one of the following concession cards: Pensioner Concession Card - issued by Centrelink or Department of Veterans' Affairs. Centrelink Health Care Card. Department of Veterans' Affairs Gold Card - (for recipients of War Widow or War Widower, Totally and Permanently Incapacitated rate or Extreme Disablement Adjustment rate pensions).   A concession can be claimed if: The electricity account is in the name of the concession cardholder, The supply address is the domestic primary residence of the cardholder and The electricity account is billed on a domestic tariff.   The following cards are ineligible for the Annual Electricty Concession: Commonwealth Seniors Health Card Victorian Seniors Card "CA" (Carer Allowance) Health Card "FO" (Foster Care) Health Care Card Veterans Affairs White Card for Specific Conditions Veteran Affairs Gold Card Department Check eligibility: Want to check if you are eligible? Try our online tool that helps you find financial assistance options. Create your action plan here: https://www.agl.com.au/heretohelp   For information about concessions visit the Victorian Department of Human Services website www.dhs.vic.gov.au/concessions or contact the Concessions Information Line on 1800 658 521 (toll-free).
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Learn to Spot Scams and Spam ......Look for something JUST NOT QUITE RIGHT! Phishing is a type of online scam where criminals send an email that appears to be from a legitimate company asking you to provide sensitive information or click on a link. Some phishing messages are an obvious fraud, others can be a bit more convincing. So how do you tell the difference between a real message and a phishing message. There is not one single technique but here are some hints.   1. The message contains a mismatched URL e.g. actual email address does not match name displayed   One of the first things you should check is whether the URL (eg. link to website or email address) actually matches the name displayed. When you hover your mouse over the link or email address if it is different to the address that you can see, the message is probably fraudulent or malicious. For example, if you hover over a display sender name like “Stay Smart Online” it should appear as StaySmartOnline@ag.gov.au, not something like StaySmartOnline123445656@123.com. 2. URLs contain a misleading domain name e.g. microsoft.com.maliciousdomain.com   Criminals who launch phishing campaigns often depend on people either - not checking a link before they click or not understanding how a domain name is structured. For example a Microsoft webpage would always have microsoft.com at the end. For example   info.microsoft.com This could be OK info.microsft.com.micosoft.com This is NOT OK (note the missing letters) 3. The message contains poor spelling and grammar If a company sends out a message, it is usually reviewed for spelling, grammar, and legality etc. So if a message is filled with poor grammar or spelling mistakes, it probably did not come from them! 4. The message asks for personal information   No matter how official an email message might look, it's always a bad sign if the message asks for personal information. Your bank does not need you to send it your account number. It already knows it! Also, a company should never send an email asking for your password or credit card number.   5. The offer seems too good to be true If the offer seems too good to be true - it probably is. If you receive a message from someone unknown to you making big promises e.g. you have won tattslotto - when you did not buy a ticket - the message is probably a scam. 6. You did not initiate the action   You get an email saying you won a car but you never entered a competition to win a car. If you get a message like this you can probably bet it is a scam. 7. You are asked to send money to cover expenses   A telltale sign of a phishing email is that you are asked for money - even if it is not in the first email.   8. The message makes unrealistic threats   If a message makes unrealistic threats it is probably a scam. An example of a threat message is - your bank emailing you saying that if you do not submit a form plus ID your account will be cancelled and assets seized.   9. The message appears to be from an official source e.g. government department   Official sources do not use email as their first form of contact. It will most probably be a scam.   10. Something just does not look right   Casino security teams are taught to look for anything that is JDLR - just doesn't look right! If it looks off, it probably is! This also applies to email messages. If you receive a message that seems suspicious, it's usually in your best interests to avoid acting on the message. Do not click on links, download files or open attachments in emails from unknown senders. It is best to open attachments only when you are expecting them and know what they contain, even if you know the sender.  
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  Yes. Just get in touch with us three business days before the due date of your next Bill Smoothing payment. 
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It’s your Meter Identification Reference Number. If you live in VIC, QLD and SA, this unique number identifies your gas meter and can be found on the back of your gas bill.    Don't have a copy of your bill? Your MIRN  should also be featured on your natural gas meter - see our guide on how to read your meter.   
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Yes, you can – and it doesn’t matter if you’re signed up to eBilling or get mailed paper bills either.   Direct Debit lets you pay each bill by its due date automatically, helping you to keep on top of them. Set this up in My Account or using the latest version of the AGL App.    Simply head to this page to get started with setting up Direct Debit - just have your account number handy, as you'll need this to sign up. Otherwise, call us anytime 24/7 on 131 245 and we’ll help set it up over the phone.
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AGL have partnered with PayPal to offer AGL customers the option to pay their energy bills:   There are no fees to use PayPal PayPal securely stores your financial information and does not share it Your PayPal wallet can store a variety of funding sources, including PayPal balance, bank accounts, and credit cards including American Express.   Pay once-off using Paypal   To make a PayPal payment to AGL, click here.    AGL Customers who are registered for My Account can also make PayPal payments via the Billing page.   Set-up Direct Debit with Paypal   Direct Debit via PayPal is also available for AGL customers who would like the convenience of Direct Debit and the comfort of having payments automatically deducted via PayPal’s secure payment platform.   To sign up to Direct Debit via PayPal, you must have a PayPal account, and My Account. Sign up to Direct Debit via PayPal by logging into My Account. 
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