FAQs

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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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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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  Yes. Just get in touch with us three business days before the due date of your next Bill Smoothing payment. 
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A digital meter (otherwise known as a smart meter) has the ability to provide remote meter readings, which can remove the need for estimated bills and onsite meter reads.   With the AGL Energy App, you can access historical energy usage data by hour, day, week and month. Without a smart meter in your home or small business, the AGL Energy App will be missing some functionality, including current electricity usage, bill projections and usage alerts.  
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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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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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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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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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To get started, here's what you should have ready to go:   a form of a personal identification, such as your driver's license, Medicare card, or passport a valid email address your flybuys number if you want to receive points for signing up and paying your bill   Once you're ready, choose an electricity or gas plan that suits your needs and complete the online application. Or for more information, contact us on 131 245.   
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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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Flexible pricing will provide you with more choice and provides an incentive to use power at times when there is less demand for electricity, which may reduce peak demand and reduce the need for infrastructure upgrades.
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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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You may qualify if you are a South Australian resident.    The South Australian Energy Rebate recently increased to $217.90 per year or $ 0.6567 (GST excl) per day. The full amount of the concession you are entitled to will be paid through your electricity bills.   To be eligible you must hold one of the following concession cards: A Pensioner Concession Card or DVA Gold Card (TPI, EDA or War Widow). A Centrelink Health Care Card (including a low income health care card). A Commonwealth Seniors Health Care Card. Receive an eligible Centrelink allowance:   You are eligible to claim a concession if: The address for which you are claiming the concession is your principal place of residence. Your name appears on your electricity bill and You are not living with anyone who has an income of more than $3,000 per year, unless they are your spouse/domestic partner/dependant, or they receive an allowance from Centrelink or the Department of Veterans’ Affairs. 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 How to Apply? In South Australia the Energy Bill Concession Scheme is administered by the Department for Communities and Social Inclusion (DCSI). Your application must be submitted to them directly for processing. For more information about eligibility and application forms, please visit the Department for Communities and Social Inclusion (DCSI) website or call the DCSI Concessions Hotline on 1800 307 758. 
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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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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’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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A virtual power plant put simply is a collection of individual batteries that are managed in unison to help support the grid.   AGL’s Virtual Power Plant will involve the installation of 1000 batteries in individual households, helping to power customers’ homes while demonstrating new ways of managing grid stability.   The battery installed in your home stores excess solar energy produced by your system. This can help you to use more of your own solar energy and less from the grid. Any energy discharged from the battery will be used by the home first, with any additional energy then exported to the grid, allowing you to receive your standard Retail Feed-in Tariff (RFiT).   In some instances, AGL’s Virtual Power Plant uses the solar energy stored in individual home batteries to help support the electricity grid during peak usage times, helping you to use solar energy within your home while helping to increase grid stability for the community.   If you live in Adelaide and have an existing AGL or non-AGL solar system, you may be eligible to join the final phase of AGL’s Virtual Power Plant. Purchase LG Chem or Tesla Powerwall battery technology at a great price. Visit agl.com.au/powerinnumbers to learn more.  
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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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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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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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