There are scam emails and phone calls currently circulating that pretend to be from reputable energy companies, which claim you owe money for an outstanding gas or electricity bill and ask you to:
make a payment over the phone, or
click on a link to view your account or to make a payment.
These communications may also threaten disconnection activity within 24 hours of contact.
They often involve you being illegally contacted by an individual or company who pretend to be from AGL and who try to gain your personal information by falsely saying things like:
Your AGL energy bill is overdue and you need to share your credit card or bank account details to avoid being disconnected; or
You’ve been overcharged and we need your credit card in order to refund you.
These are just two examples, but if you receive a phone call or email that’s similarly unusual or suspicious that asks for your financial information, please do two things:
Ignore it; and
Download the AGL App or go to My Account to check on your account balance, or
Call us directly on 131 245 to check whether we have been trying to contact you.
If you’ve provided your details on a website, by email or over the phone, and you believe you may have been a victim of fraud, please contact your financial institution immediately.
Remember, AGL will never
send you emails asking for personal banking or financial details, or
threaten disconnection within 24 hours of contact.
How the scams work:
You receive an email from a reputable energy company claiming that you owe them money.
The email may appear to come from a department like the 'Accounts Receivable Team' or 'Accounts Payable'.
The email may contain the subject title 'Your AGL Bills Update ✔'.
The email may or may not be from your current energy provider.
The email may claim that you have exceeded your energy usage limit and need to pay or even that you are eligible to use a discounted energy tariff if you click on the link.
The email may direct you to click on a link to view your account, pay your bill or download an attachment.
If you click on the link, your computer may be infected with malicious software and your identity compromised.
If you 'pay' the amount, you will lose your money and may have your credit card details stolen.
How to protect yourself:
If you receive a suspicious email for outstanding energy usage - delete it immediately.
If you're not sure if this is a scam, contact your energy provider with the contact details from their website and not from the email.
Look out for tell tale signs of a scam email, including spelling mistakes and poor grammar.
Never click on the links from suspicious emails and delete them immediately.
For more information visit the Scam Watch website.
All meters have a display or information button (clear or grey in colour) which lets you scroll through its different registers. What you’ll see will all depend on the type of meter you have.
The following information relates to Active Steam Meters, you'll see it labelled with an Active Stream logo, affixed on the terminal cover.
If you live in New South Wales, Queensland or South Australia, you’ll have one of the meters pictured below installed. Have a look to see which one is yours.
Meter type: ‘Mk10D’ – Three phase, one element:
The table below shows meters register, LCD Label and Description.
Standard Current Date and Time
Excess energy consumed by customer
Excess energy exported by customer
Meter type ‘MK7C’ – One phase, one element:
Standard Current Date and Time
Excess energy consumed by customer
Excess energy exported by customer
Meter type ‘MK7A2’ – One phase, two element:
Description As Per Configuration
Standard Current Date and Time
Excess energy consumed by customer
Excess energy exported by solar system
Total energy consumed by customer’s hot water
This register should record zero
Total Excess energy consumed by customer
Total Excess energy exported by solar system
*Some of the older meters will only have 4 LCD displays (01, 03, 07 and 13)
PFIT Solar Configuration
Description As Per Configuration
Standard Current Date and Time
Excess energy consumed by customer's load
This register should record zero for PFIT meters
Total energy consumed by solar system
Total energy produced by customer solar system
Total Excess energy consumed by customer
Total Excess energy exported by solar system
* Lasdt updated 13th Feb 2018.
If you have a remotely read smart electricity meter you may be able to view a projection* of your next bill.
Bill projection: We estimate this amount by multiplying your average daily use (for the billing period so far) by the total number of days in the period. It's intended only as an estimate - your final bill may be different.
Your bill projection amount includes any applicable Guaranteed or Double Up discounts, but excludes Pay on time and Direct Debit discounts. It includes supply and usage charges, but excludes fees and other charges such as Demand and Green charges. It doesn’t include concessions, solar feed-in-tariffs, credits or other one-off benefits.
Cost so far: This figure is intended to give you some idea how much you’ve spent on energy up to this point in your current billing period. It may not reflect your actual AGL bill.
Your cost so far amount includes any applicable Guaranteed or Double Up discounts, but excludes Pay on time and Direct Debit discounts. It includes supply and usage charges, but excludes fees and other charges such as Demand and Green charges. It doesn’t include concessions, solar feed-in-tariffs, credits, or other one-off benefits.
Download or view the projected bill details in My Account or the AGL Energy App.
*Projected bills are an estimate only. Actual bill may be different if your usage patterns change during the billing period.
Ever wish you knew how much your bills were before they arrived? Or that you had the ability to know when and how you are using your electricity the most? With AGL’s digital metering, customers will be able to access all these benefits and more.
Below you’ll find answers to frequently asked questions about AGL’s digital metering.
If your question isn’t answered below, please ask a question here in the Community and we’ll get back to you. You can also give us a call on 1300 669 245, Monday to Friday, 9am to 5pm for more info.
Why am I getting a digital meter?
We are progressively offering new digital meters to selected AGL customers as part of our plan to provide accurate meter reading and billing capabilities. Initially, we are offering the new meters to customers who have experienced difficulties in having their electricity meters read in the past.
Why is AGL offering digital meters to their customers?
Digital meters are the next generation of electricity meters and provide consumers with access to new technologies to help monitor and manage their energy use.
Why does AGL want their customers to have a digital meter?
We want our customers to have access to the latest technology to assist them in being able to monitor and manage their electricity usage better. Digital meters will provide more accurate readings and help to ensure more accurate and timely electricity bills. They also provide the opportunity for AGL to deliver faster, better responses to service requests.
What is a digital meter?
Digital meters, are the next generation of electricity meters, replacing analogue ones. They measure your home’s electricity use in 30-minute intervals, and can send this data automatically to your energy retailer every day using a secure wireless network. Digital meters allow you to have correct meter readings and more accurate bills, plus they give you the power to track your usage, manage and pay your bills and even set alerts for yourself using AGL IQ in the AGL Energy App. Digital meters are installed by qualified electricians, and depending on your home’s set up and situation, the installation process normally takes 30 minutes to 2 hours to complete.
What are the benefits of digital meters?
Digital meters can be used to help you identify when your electricity usage peaks. With our helpful online tools, including AGL My Account and the AGL App, you can view more timely data – so you don’t have to wait until your bill arrives to see your usage charges. Another key benefit of digital meters is more accurate meter reads. As digital meters can be read remotely and your usage data is sent automatically, in most cases the need for on-site meter reads and estimated bills is significantly reduced.
If AGL offers me a digital meter, do I have to accept?
No – if AGL has contacted you to offer a digital meter upgrade, you’re not obliged to accept the offer and can continue to use your existing meter if it functions accurately.
Note that from 1 December 2017, if your existing meter is found to be faulty or has reached its typical end-of-life, you must follow your retailer’s instruction and provide safe access for the installation of a digital meter.
Can I opt of meter upgrades?
We’ll notify you if we're planning an upgrade to your current meter, at which point, you can contact us to opt out. However, opting out of a current or future new meter deployment won’t stop you from receiving a digital meter if your current meter needs to be replaced for technical, regulatory or maintenance reasons.
For more information, see the Australian Energy Regulator’s Smart Meters and You Fact Sheet.
Is there any cost for the installation?
Where we exchange your existing meter for a digital meter, you won’t have to pay for any upfront standard installation costs. In some cases, following a visit from our meter technician, you may be asked to undertake remedial works at your own (or your landlord’s) cost to ensure the site is safe, accessible and suitable for a new meter installation.
Will I be charged more for electricity because I have a digital meter?
No. The same electricity rates that apply to your analogue meter will apply to your digital meter.
When will I get my digital meter?
The installation process is occurring progressively and the dates and times of installations will vary from customer to customer. We will write to impacted customers before the installation is due to occur.
How do you know if my home is suitable for a replacement meter?
A technician will perform a home suitability assessment of a range of safety and electrical factors to determine if your home is compatible with a meter upgrade.
What do I need to do to prepare for the installation?
We ask that you make sure the qualified installer has safe and clear access to the meter box at your home. To ensure a smooth installation we may also ask you some specific questions ahead of the installation. In some cases it will be helpful for you to provide us with photos of your existing meter installation (if this is the case we will let you know in advance).
If my meter is being upgraded, will I need to be at the property for the installation
If there’s safe and clear access to your meter, you don’t have to be at the property during the installation. For example, please ensure there are no obstacles around the meter (including debris, vegetation, pests or animals) and that any gates or meter boxes are unlocked. If you have concerns about accessibility of the meter, please contact us ahead of your scheduled visit.
Will I lose power during the meter installation?
During the installation, power will generally be unavailable for no more than 30 minutes, however the total installation time may take up to two hours. Safety checks will be completed while the new meter is installed. Please take any advance precautions necessary before the power is switched off (such as with your computer or alarm system).
How long will the installation take?
Installation can take generally between 30 minutes and up to 2 hours (depending on how complex the installation is, most exchanges will be complete in around 40 minutes).
The meter installer had difficulty installing my digital meter. How do I find out more information? Once AGL has confirmed details of a digital meter installation at your property, a qualified electrical installer will be sent to complete the installation. Sometimes during the process, an issue (commonly called a ‘site defect’) is discovered which prevents the installer from continuing immediately with the job. This could include the discovery of electrical issues or on-site contaminants, like asbestos. If this occurs, the meter installer will provide you with information outlining the site defect, why it prevented installation, who is responsible for rectification works and who you should contact to discuss the matter further.
Note that wiring issues associated with the circuitry in the home, the switchboard and the meter box remain the responsibility of the homeowner.
I'm a renter. There was a site defect during the digital meter installation. What do I do? All wiring issues associated with the circuitry in the home, the switchboard and the meter box are the responsibility of the homeowner. If a site defect has been discovered at your home, get in touch with your landlord or real estate agency and ask them to address the problem. AGL can guide you through the process.
I rent my property. Do I need my landlord's permission to install a digital meter?
Where consent is required, AGL will seek it from whomever occupies the premises (i.e. the electricity customer). We don’t require permission from the landlord.
Can I get a digital meter for my new house/development? Yes. With the Australian Government’s Power of Choice reforms which came into effect in December 2017, all customers with new homes will have a digital meter installed. Simply contact us to arrange.
My new house/development will be completed after 1 December 2017. Which meter do I need? After 1 December 2017, when the new Power of Choice rules take effect, all customers with new homes will have a digital meter installed. Simply contact us to arrange.
Can my digital meter be remotely operated? Yes. Digital meters are equipped with remote functionality to be able to be read, disconnected and reconnected. These meters also have features to protect against hazards such as electric shock and fire damage.
If you do not wish to have remote communications enabled on your digital meter, you can request this at the time of installation. Additional charges may apply for digital meters without remote communications and some products or services may not be available.
Is there only one type of meter? Can I choose the meter?
There are different types of meters, each of which is capable of measuring a particular type of electrical installation. Which meter is installed at your property is determined by the electrical configuration at your site (for example, customers with a solar panel will need different metering to customers without a solar panel). We will ensure that you have the right meter for your needs.
What if I have solar?
Some solar customers already have digital meters installed. But if you have solar and don’t have a digital meter you can definitely have one installed.
What technology do you use to send the readings back to AGL/ my retailer for billing?
The meter data is collected from the meter using the secure 3G wireless communications network.
How secure are digital meters and communication networks that transmit data? Digital meters and their communication networks are equipped with advanced security features that prevent unauthorised access. The wireless links between digital meters and retailers like AGL are encrypted and cannot be disabled. These links do not use the internet, providing further security. No customer names or addresses are attached to the transmission of meter data.
How often will the meter data be read/collected?
After installation, the meter will initially be read four times per day and that data will be sent to AGL at the end of each day. However, as the infrastructure continues to grow, the meters will be read remotely at half-hourly intervals.
Are digital meters accurate?
Yes. Our digital meters are rigorously tested for accuracy. Our meters are pattern-approved by the National Measurement Institute to the standard metering accuracy level. In addition, we will monitor and conduct regular testing to confirm the accuracy of our meters.
Can I still take a reading from my digital meter?
Yes. The LCD displays the options available to check your electricity usage. It depends on your meter type how you do this.
There are two buttons on all our meters that will cycle through the key information stored. One type of meter labels the buttons “Connect” and “Select”, the other type has the buttons colour coded Green “for connect” and Clear “for Select”.
In both cases, you simply press and release the Select button to step through each screen of data. Once you reach the last screen the next press will cycle back to the first screen. The screen will have a label number on the left side of the screen, and the reading on the right hand side. The screens are:
01: Standard Time and Date set in the meter.
03: Accumulated read of power used.
13: Accumulated read of power generated and fed into the grid (solar installations only).
07: Accumulated read of off peak load (this screen is only shown on meters that have an off peak hot water service).
What should I do if there is an interruption to my electricity supply?
Call your local electricity distributor. In South Australia this is SA Power Networks and their number for faults and emergencies is 13 13 66. For all other states head to this distributor lookup tool to determine yours.
What if I live in an area with limited telecommunications coverage? A digital meter installation can still proceed, however, the meter technician will need to test the strength of the telecommunications signal to your property. If the signal in your area is weak, we may need to manually read your meter, which may mean you’ll still receive estimated bills. We’ll discuss these alternative arrangements with you if necessary.
I had a digital meter installed recently now I'm experiencing electricity supply issues. If you’re experiencing issues which you think are due to your digital meter, contact us and we’ll investigate.
What happens if my meter stops working?
If your power is off and it appears your meter is not working, please call your local electricity distributor. In South Australia this is SA Power Networks, and their number for faults and emergencies is 13 13 66. For all other states head to this distributor lookup tool to determine yours.
Will the information on my bill change?
The calculation of your bills won’t change. However, as analogue meters use start and end reads and digital meters don’t, this information will change slightly on your bill. When the meter is installed a welcome brochure will be left behind and this will contain some more information on how these changes will appear on your AGL electricity bill.
How can a digital meter help me save money?
By recording your electricity usage more accurately and having that information provided to us remotely, you will have access to our online portal My AGL IQ. This terrific online tool will show you your actual electricity usage up to the end of the previous business day. If you are charged different electricity usage rates for different times of the day, by being informed about what times of the day you’re using your electricity, you can identify ways to move your usage to cheaper times of the day to save money. For example, if you run your washing machine during peak times, it will show you how much you used when you were running your washing machine during peak and, if you have cheaper off peak rates, you could consider running it at the off peak times instead which will save you money.
There are also other appliances available for purchase, such as in-home displays, that can track your usage in real time.
I’m finding it difficult to pay my bills on time and I’m concerned about my electricity being disconnected remotely. What are my options? 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.
Is my information secure and will it remain confidential?
Will AGL sell my electricity use information to third parties?
No. By law, your usage data can only be accessed by the meter reader, your energy retailer, and others who are entitled to it under the law (such as distribution networks, and other people who you specifically authorise).
Are there any changes to my customer rights if I have a digital meter installed? No. Having a digital meter installed does not affect your customer rights or the protections provided to you under the National Energy Retail Rules. You still have the right to seek and access energy concessions, rebates and hardship schemes offered by AGL, other retailers or the State Government (where applicable in conjunction with each scheme’s conditions). You also retain access to existing dispute resolution paths.
Will the remote reading interfere with other devices (phones, TV or radio)?
No. The digital meter operates at a low frequency and power level and will not interfere with any other equipment.
Do digital meters meet Australian Safety Standards?
Yes - all digital meters meet the wireless electro-magnetic exposure limits set by the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) and meet current Australian Standards, including those related to safety. Digital meters have lower emissions than many other electrical devices commonly found in households, such as mobile and cordless phones, Wi-Fi modems, microwaves, televisions and baby monitors. For more information, view the ARPANSA factsheet.
Do digital meters cause health issues, like sleep apnea or headaches? Digital meters are not dangerous. All digital meters installed are regulated by the Australian Communications and Media Authority and have frequencies similar to common household electronics like mobile phones and televisions. The Australian Radiation Protection and Nuclear Safety Agency sets exposure limits and concludes that ‘no scientific evidence exists that low levels of radio-frequency electromagnetic energy exposure from digital meters causes any health effects or symptoms of ill-health'.
For more information, visit: NSW: Are smart meters dangerous to my health? SA: Smart Meters QLD: Digital Meters VIC: Smart Meters Safety
What is Power of Choice?
Power of Choice is a government-led, industry-wide program to provide consumers with more opportunities to make informed choices about the way you use electricity products and services.
Where can I find out more about Power of Choice? The Australian Energy Market Operator (Australia’s independent energy markets and power systems operator) and the Australian Energy Market Commission (which sets the rules that govern the electricity and natural gas markets) both offer information on the Power of Choice review and its resulting rule changes on their websites:
AEMC - http://www.aemc.gov.au/Major-Pages/Power-of-choice AEMO - https://www.aemo.com.au/Electricity/National-Electricity-Market-NEM/Power-of-Choice
Each state government also has information available on Power of Choice:
QLD - https://www.dews.qld.gov.au/electricity/saving/digital-meter SA - https://www.sa.gov.au/topics/energy-and-environment/meters-and-bills/smart-meters NSW - http://www.resourcesandenergy.nsw.gov.au/energy-consumers/energy-providers/smart-meters-in-nsw VIC - http://victorianenergysaver.vic.gov.au/bills-pricing-and-meters/smart-meters-and-how-they-work
Our homes devote a significant portion of their energy usage to heating and cooling. In fact, a third to half of all home energy is used for heating or cooling.
So, in the heat of summer, how can you cool your house yet save energy and save money on your energy bill? Is it better to use a fan or an air conditioner? We’ve got some answers that might help.
Fan vs air conditioner
Chances are you either use a fan or air conditioner to cool your home in summer. But have you ever wondered which is more energy efficient?
In fact, the best way is to use them in tandem – but sparingly.
How much energy does each cooling method consume?
Typically, evaporative cooling costs less to run than refrigerative cooling. Fans are good for personal cooling and are cheap to run.
A fan costs from $8 to $15 per year to run. At the other end, a ducted reverse-cycle cooling system costs from $75 to $120 per year.
So, giving your air conditioner a break and using ceiling or portable fans could save you a significant amount of money.
Are air conditioners bad for the environment?
Not necessarily. Modern, well-maintained air conditioners can be energy efficient. Check the Energy Rating Label to compare them.
Air conditioners do typically use more energy than fans, so to save energy only turn on the aircon when you really need it.
It also matters how you use your air conditioner: keep the thermostat set between 23°C and 26°C, because every degree below 23°C could add 10 per cent to your cooling costs.
Is it better to only cool the room that I'm using?
Short answer: yes. It will cost less and be more effective to cool only the room or rooms that you are using on a hot day. Keep the rest of the house shut up and close doors, windows, blinds and curtains to keep out the heat as much as possible.
What other ways can I save money on my bills during the summer months?
Prepare for a hot day by shutting up the house early on, using fans until you really need the aircon, and opening up the house at night when it cools down to catch the natural breeze.
Draping a wet sheet over an open doorway or window is a natural air conditioner.
Also pay attention to insulation, draughts and passive heating/cooling, and make sure your windows are protected inside and out (for example, by awnings and blinds).
Maintenance is also crucial. At AGL, we recommend an annual service for most air conditioners to make sure they’re running efficiently.
For more energy saving tips visit our website here or share your tips below!
Authored by Emma Sorensen
Sometimes we might need to estimate your energy usage, rather than organise a read of your meter. There’s a few reasons why this might be necessary.
For example, the distributors who read your meter might have trouble accessing it. This usually happens if your meter’s been installed indoors, is behind a locked gate, or is guarded by a pet pooch.
If you receive monthly bills, we’ll need to estimate your usage as your distributor usually only provides us with an actual read every two or three months. If you’ve got a smart meter installed, it’ll upload your meter data at 30 minute intervals.
Once we get an actual meter read from your distributor, or once you submit a read yourself via My Account or the App, we’ll check and correct your account based on if we’ve charged you too much or too little. If we have charged you the wrong amount, we’ll either include an adjustment on your next bill or resend you an adjusted energy bill. You can tell if your bill is based on an estimate or an actual read by looking at the ‘Reading Type’ or ‘Current Reading’ section on the back of your bill.
Avoiding estimated bills is easy. Just submit your reads online via My Account or the App and we’ll bill you based on those reads. If you’d like to request an actual meter read (a fee may apply), please chat with us anytime.
If you have a smart electricity meter that’s remotely-read every day, we can use real usage data to work out your monthly bill.
However, if your meter is read every two to three months and we don’t have actual data to use each month, we use a process to estimate your energy usage that looks at your past energy usage and takes into account seasonal factors. Then, when an actual meter reading comes through, we adjust your account if we need to.
If you’re new to AGL and historical metering data is not available, estimates are based on the average energy usage of similar customers over the same period.
Customers who are on My AGL Monthly Bill and have a basic meter can give us their own meter read by entering it into My Account . Check out this Community post that explains this in further detail.
If the smell of gas is coming from an appliance on your property, or from pipework near the gas meter, turn the natural gas meter handle to the off position first before you immediately phone your local plumber or gas fitter or, if you rent, your real estate agent.
If you pinpoint the smell is coming from the meter, or if it’s making a hissing sound, phone the appropriate number listed on the Emergencies and Power Outages page at agl.com.au anytime, day or night.
The AGL Energy App lets you stay in control, informed and connected so it’s easier to manage your budget and avoid surprises on your bill.
If you’re an AGL customer, you can:
Enter your own meter reads.~
View historical billing data.
Easily pay bills via PayPal or credit card.
Download your bill
If you have a digital (or 'smart') electricity meter, you can:
View your daily and monthly usage.
Receive a projection of your next bill amount.
Set electricity usage alerts.
~Only available to customers without a remotely read smart meter.
If you’re a solar command customer you now have access to a solar monitoring tool, real time monitoring of your solar production and household usage.
Simply download the App from the App Store or on Google Play and login using your AGL online account details.
Got more questions? Ask us here! If you're using the app, feel free to share your experiences with your Community members in our feedback board.
Digital meters, are the next generation of electricity meters, replacing analogue ones. They measure your home’s electricity use in 30-minute intervals, and can send this data automatically to your energy retailer every day using a secure wireless network.
Digital meters are installed by qualified electricians, and depending on your home’s set up and situation, the installation process normally takes 30 minutes to 2 hours to complete.
1. How does centralised hot water billing work?
Centralised (or bulk) hot water systems are common in apartments and multiple residencies. Each residence will have an individual hot water meter connected to a central hot water system. Customers with centralised hot water are billed for the volume of gas used to heat the water based on the usage recorded by their individual hot water meter (see question 3 for more information on how your usage is calculated and billed).
2. How do I know if I have centralised hot water billing?
You will have an individual water meter for your apartment and a central gas hot water system for the apartment block or units. More information is available from your Body Corporate or Owners Corporation.
Understanding your bill
3. What is the common factor?
So your gas hot water usage can be calculated, the common factor is used to determine the amount of gas (in mega joules) required to heat a litre of water. It is calculated by dividing the total amount of gas used to heat the water (MJ) by the total amount of water (L) used as recorded by the central hot water system. The common factor is provided to AGL by your distributor who is responsible for reading the master meters (these meters are the ones common to the entire apartment block).
4. Why do you multiply my usage by 10 as well as the common factor?
[Information for NSW customers only excluding residents of Wagga Wagga and Tamworth]
If you live in NSW, you may notice that your usage has been multiplied by 10, as well as the common factor - this is because the hot water meter measures your usage in decalitre (a metric unit of capacity equal to one tenth of a litre).
So in order to calculate your bill, we multiply your individual usage by 10 to determine your usage in litres, and then by the common factor (as the common factor is the amount of gas required to heat a litre of water).
Your Meter Reading = 1111 dl (x10)
Your Meter Reading in Litres = 11110
Gas usage of all units = 57544 MJ
Water usage of all units = 126190 litres
Common factor = 57544 / 126190 = 0.4560107 rounded to 0.456011
Energy (MJ) = 1111 x 10 x 0.456011 = 5066.28 rounded to 5066 MJ
Monitoring your usage
5. How do I read my meter?
On most hot water meters, you’ll see a series of numbers. The black numbers measure whole units and the red numbers measure decimals. By reading the meter at two different points in time (such as at the beginning of the day and at the end) you will be able to determine what your water usage is for that amount of time.
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.
If you pay your energy bills using a credit card, or any card that uses a credit card payment facility, AGL is charged a merchant services fee by your financial institution. This will appear on your next bill as ‘payment processing fee’. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule.
There are other methods for paying your energy bills with AGL that won’t incur a payment processing fee, which you can learn about here.
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.
Who is entitled to a concession and how these are applied can change from state to state.
To receive a concession the account must be in the name of the concession card holder, and other qualifying conditions must be met.
Please go to our concessions page for more information and to see if you’re entitled to a State Government funded energy concession or call us on 131 245 anytime 24/7 for more information.
The easiest and simplest way to pay now is online. It’s quick and you don’t need to log in. Pay your bill now.
Take control of your billing using My Account. When you’re logged in to My Account you can view and pay your bills, and adjust your billing preferences.
You can also switch to paperless bills or eBilling in My Account, which saves paper.
Find out more about using My Account.
Spread your energy costs for the year across monthly, fortnightly or weekly instalments. Combining Bill Smoothing with direct debit payments makes paying your bill straightforward.
Other ways to pay
There are lots of options, so you can find the one that works for you. You need to know that some methods can attract a payment processing fee, including credit cards.
Here are all the ways you can pay:
Direct debit: An automatic arrangement to debit your bank account or credit card for your entire bill on the due date.
Use your credit card to pay online now.
PayPal: Pay online with your PayPal account (including AMEX).
BPAY: Use your bank’s internet banking system to pay via BPAY, or send bills directly to BPAY View. Find the BSB and Biller code.
Post Billpay: Pay via your local AusPost office (cash, card or cheque) or the Post Billpay web page.
Centrepay: Make regular payments directly from your Centrelink payment benefit.
Mail: Send a cheque or money order to: AGL Sales Pty Ltd, Locked Bag 20024, Melbourne VIC 3001.
Pay over the phone by calling 1300 657 386.
Need more time?
When you’re having trouble paying your bill on time, use My Account to check out your payment extension options. Or our Staying Connected team can chat through your options and make a plan to manage your account.
Explore your payment options.
~Originally Authored by Mark Gambino
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.
Your National Meter Identifier (NMI) is a unique number that you'll need if you change your electricity retailer. It’s always listed on the back of your electricity bill.
What is the NMI used for?
Every connection to the national electricity network is given its own NMI (National Meter Identifier). The NMI is used to ensure the correct meter data is connected to your account. The NMI is also used to:
identify your supply address
identify the meters and meter types at your connected address
ensure that you are billed for the right amount of usage at your property.
Where do I find my NMI? You can find your NMI (11 digits) under ‘Your electricity supply details’ on page 2 of your electricity bill. To obtain specific information about a NMI, please reach out to our web chat team here.
Does my NMI ever change? The NMI should always stay the same for your electricity network connection point unless the location of your electricity network connection point changes - e.g. When a building is demolished, and a new meter is installed.
Does my NMI stay the same when I move? The NMI is associated with an electricity network connection point, therefore when you move, you will have a new NMI at your new location.