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.
If your concession card is not being applied to your account – here are some checks you can do:
Check that your concession card is eligible:
Click to see state-based concessions, rebates and grants that you may be eligible for
Ensure that you are still entitled to a government concession card
Check that your concession card is valid and hasn’t expired
Check that the primary name associated with your AGL account:
Check that the primary card holder’s name on your relevant concession card matches the primary name on your AGL account
It is a requirement that AGL accounts be in a single name for credit reporting and privacy purposes. It is also a requirement of the Department of Human Services that the names on AGL accounts strictly align with the primary card holder’s name on the relevant concession card.
Check that you have provided us with your concession card details:
If you are eligible but have not provided us with your concession card details – learn how you can add your concessions card details to your account via My Account. If you are updating or modifying existing concession card details or have previously provided details and it has not been applied to your account, please give us a call on 131 245.
Press 3: to use our other self-service options, such as re-issuing a bill, add a concession card, adding direct debit, Bill Smoothing, password resets, or update your contact details.
Press 2: to provide your concession card details
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.
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.
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.
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.
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.
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.
As a registered Life Support customer, you’ll receive 4 business days’ prior notice in writing via post. Currently you receive 4 business days notice, which may not always be in writing to you directly. This is so you can make arrangements and ensure you have time to prepare.
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.
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
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.
Call us on 131 245 and we will update your account. We’ll send you a confirmation letter to confirm when the Life Support registration is being de-registered from your account and a also a final confirmation once this has happened.