FAQs

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Discover new plans and compare offers by visiting our website.   If you need some help figuring out which plan will better suit your energy needs, chat to one of our energy specialists via webchat. If you’re having trouble paying, we can give you a little more time or provide you with assistance.   See if you’re eligible for a payment extension. Click here to view your payment extension options via My Account.  Check whether you qualify for a payment plan, relief scheme or a government funded concession.  See a full list of AGL’s payment options. Not sure what’s right for you?  Speak to our helpful team via webchat or Call 131 245  Option 2 (Self Service) >> Option 2 (Account Balances & Payments). Have your account number and recent bill handy.
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If you’re eligible for Solar Command Check a registration banner will actively appear in My Account, you will also have the option to sign up via the ‘Solar‘ tab under ‘Manage Account'. Alternatively, you can call 1300 35 63 63 and speak to one of our friendly service agents to subscribe to the Solar Command Check service. To be eligible you must:   Be an AGL customer on a solar tariff Have a solar system installed at your premise but no battery Have a smart meter with a minimum 30+ days of data from that smart meter Not already subscribed to Solar Command   When signing up for Solar Command Check you will need to provide details about your solar system size, number of panels and year of installation.   My Account is AGL’s online portal for the management of your energy account – you can view and pay your bill, track energy use and update your details. If you are not already signed up to My Account you can do that here.
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When paying your bill via BPAY, you will need a biller code and a reference number.   The biller code is one AGL provides, and it depends on your account particulars. The reference number is specific to your account. Refer to the bottom page of your most recent bill, like this to find the biller code:   If you receive your bill via email, you'll find  this information in the detailed PDF version of your bill. In the email, click Download your bill (PDF) -  you'll be presented with your detailed bill, which includes all relevant payment reference numbers on the bottom of the second page.       If you don't have access to a bill, please reach out to our web chat team for assistance as your biller code can vary depending on the state you live in.
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We understand that the passing of a family member and finalising an estate can be stressful, so we have a simple system to help you sort out their energy account as quickly as possible.   We encourage you to contact us by phone on 131 245 or through our online webchat service so that we can help organise the best result.   If you need to contact AGL from overseas, you can also call us on +61 3 8633 6000.   You don’t have to be family or the executor of the estate, so long as you can tell us the account details to ensure we are providing the correct service.   One of our customer service representatives will then guide you through the steps needed to close the account, or transfer the service to another account holder if you still require an energy supply.     What information will you need?   For our customer service staff to help, they will need to know your name and contact details, your relationship to the account holder, and the name of the executor (if it isn’t you) and their details.   If the energy supply needs to stay on, AGL will need the executor or someone else to take responsibility and have an account set up in their name.   And if our team require any additional documentation they will let you know and find the best way for you provide this information.     Also know that more help is available to you. If you require financial advice during this time, you can contact the  Department of Human Services, who can refer you to the appropriate service.
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If a listed establishment refuses an AGL Rewards offer, contact Ambassador Card within 30 days and provide your membership name and number, a copy of the bill and the details of the claim so we can arrange for you to be reimbursed. Contact Ambassador Card via email aglrewards@agl.com.au or on 1300 397 079.
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Email aglrewards@agl.com.au or give us a call on 1300 397 079.  
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Simply follow the steps here and have your flybuys and AGL account numbers on hand.   Unfortunately, at this stage you can't link your flybuys via My Account or our app.  
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Yes! Not only do you get a competitive gas deal, but you have access to hundreds of offers via our AGL Rewards program for dining, cinemas, retail, travel, accommodation, and so much more. Once you’re an AGL customer, to become an AGL Rewards member simply follow the instructions here. When you’ve successfully activated your AGL Rewards membership, to view your special offers logon to My Account and click the ‘Rewards’ tab.
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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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Add your eGift cards and vouchers to your AGL Rewards shopping cart and proceed to the payment section:   Digital movie vouchers can only be paid for by MasterCard or Visa. All other eGift cards can be paid via MasterCard, Visa, or bank transfer with the details that’s provided when you review your AGL Rewards online shopping cart.
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AGL Rewards is a digital membership program, so you will not receive a physical card. You can instantly access the benefits when you logon to My Account via your smartphone, tablet or PC once you’ve registered for AGL Rewards.   If you don’t have a smartphone and wish to claim a dining offer, follow the steps here to view and print your digital membership card. Please note, you may be required to show ID at some establishments.
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Logon to My Account and click on the ‘Rewards’ tab, then click on the ‘Keep exploring’ option to be taken through to the AGL Rewards website. On the top right-hand corner, click on your name for the menu options and click on ‘Membership’. You will find your membership number on your digital membership card. 
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If you're an AGL customer, you can use AGL Rewards as frequently as you like.
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First you need to register for My Account and AGL Rewards by following the instructions here.   To view and purchase offers, logon to My Account and click onto the ‘Rewards’ tab. When you dine out at one of our listed establishments, show your digital membership card (on your mobile or printed version) when you make payment to receive your discount.
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You need to register for My Account and then activate AGL Rewards by clicking on the ‘Rewards’ message that appears on your screen if you’re visiting My Account for the first time, or click on the ‘Rewards’ tab that appears at the top of your screen. 
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We understand that life doesn’t always go to plan, and sometimes you just need a little more time or assistance with your bill.   AGL offers a range of payment options, including some simple online tools. If you’re having trouble paying, you may be eligible for a payment extension. Click here to view your payment extension options via My Account.    Or, you can chat with us or follow the prompts below to see if you qualify for a payment plan. Call 131 245 >> Option 2 (self Service) >> Option 2 (Account Balances & Payments) >> Option 3 (Extend due date) >> Gas Option 2, Electricity Option 3 >> Account number Have your account number and recent bill handy.   For additional other options that might be available to you:  Check whether you qualify for a payment plan, relief scheme or a government funded concession.  Learn more about AGL’s payment options that make budgeting easier.   
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You can cancel your Direct Debit arrangement online or by calling us anytime 24/7 on 131 245.   Looking to set up direct debit? Visit this article here.
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Standard Retail Contracts are energy plans that are regulated by the energy regulator in your state. Depending on your state, the prices applicable to Standard Retail Contracts may also be regulated by the energy regulator.   Find out more about Standard Retail Contracts.
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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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The heating value is used to calculate the amount of energy (megajoules) contained in gas, which is impacted by temperatures and pressures at different geographical locations. AGL needs to calculate your bills by using the heating value, which is provided by your Gas Distributor (they’re responsible for reading your meter, along with the gas pipes and meters in your street).
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