Financial Support and Assistance

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If you're having a hard time paying your home energy bills, we have options for you:   Unable to pay your bill before the due date and just need more time to pay? We understand that life doesn’t always go to plan, and sometimes you just need a little more time to pay. See if you’re eligible for a payment extension   Experiencing temporary or long-term financial difficulty?   NSW, QLD, SA and WA Residential Customers Staying Connected is our hardship program for customers based in New South Wales, Queensland, South Australia and Western Australia. Staying Connected is personalised assistance that goes beyond traditional payment plans. It’s confidential support so you can get back on track with your home energy bill. Learn more about Staying Connected   VIC Residential Customers If you’re a Victorian residential customer, support is available as part of our Payment Support Victoria program. Payment Support Victoria is for those who are experiencing temporary or long-term financial difficulty that makes it hard to pay their gas and/or electricity bill. Learn more about Payment Support Victoria     
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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 contact us for more information.
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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 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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For Seniors Card holders in NSW , VIC, QLD or WA we have a special offer that can be accessed at www.agl.com.au/seniors.
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You may qualify if you are a Victorian resident.     Domestic customers who are unable to pay their utility bills due to a temporary financial crisis can apply for the URG Scheme. Financial assistance to cover energy costs may be provided to low-income households suffering a short-term financial crisis (within the last 12 months) who are unable to pay for a current utility account and are at risk of disconnection.   Customer can only apply for the URG Scheme once every 2 years per fuel. Eligibility Eligibility is based on the following criteria: The customer must demonstrate that unexpected hardship has left them seriously short of money so that they cannot pay their utility bills without assistance and are at risk of disconnection, and meet one of the following criteria: A significant increase in usage. A recent decrease in income, for example, loss of employment. High unexpected expenses on essential items. The cost of shelter is more than 30% of the household income. The cost of utility usage is more than 10% of the household income. Customers must either hold one of the following concession cards or meet one of the special conditions described below: 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 only be claimed if: The energy account is in the name of the concession cardholder, The supply address is the domestic primary residence of the cardholder and The energy account is billed on a domestic tariff. Special conditions for non-concession card households: The account holder must be registered with their utility company's hardship program and the household's income must be no more than the equivalent to the Commonwealth maximum income rate for part age pensioners.   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   Further information about this Rebate can be downloaded here: Download the URG Scheme Brochure For more information regarding Victorian Energy concessions and rebates, please call the Department of Human Services Concessions Information line on 1800 658 521 or visit the Department of Human Services website: www.dhs.vic.gov.au/concessions.   Alternatively, contact Us or ask your question here on the forum!
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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 us.   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 may qualify if you are a Western Australian resident.     The Hardship Utility Grant Scheme (HUGS) is a State Government scheme which provides financial assistance to help people in financial hardship to pay their water, gas and electricity bills so their supply is not cut off.   AGL will assess whether you are eligible for a HUGS grant based on the HUGS guidelines and our Hardship Policy, and submit an application on your behalf.   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 more information, please visit http://www.dcp.wa.gov.au/servicescommunity/Pages/HardshipUtilitiesGrantScheme(HUGS).aspx, ask a question here on the forum or contact AGL.
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You may qualify if you are a New South Wales resident.   The Life Support concession provides additional financial support to customers who require the use of specific life support machines in their home. The Life Support Rebate can be received in addition to other assistance such as the NSW Government Low Income Household Rebate, the Medical Energy Rebate and the Energy Accounts Payment Assistance (EAPA) scheme. If you have more than one type of life support machine in your home you are eligible to receive more than one rebate. For this to occur, all machines prescribed by the patient's doctor must be included in the application. Rebates are calculated on a daily basis and are applied to each bill.   Customers do not have to be a concession card holder to be eligible to receive this rebate. The supply address must be the primary place of residence for the person who needs the life support equipment.   Eligible Equipment and Rebates:   Eligible Equipment                                                                                       Daily Rebate Positive Airway Pressure (PAP) Devices                                                      $0.36                                                                                                                            $0.71 for 24 hour use Enteral feeding (formerly known as Kangaroo Pump)                             $0.44 Phototherapy Equipment                                                                             $3.68 Home Dialysis                                                                                                 $1.54 Ventilators (Respirators)                                                                               $3.68 Oxygen Concentrator                                                                                    $1.85                                                                                                                           $3.11 for 24 hour use Total Parenteral Nutrition (TNP) pump                                                      $0.84 External heart pump                                                                                     $0.11 Power wheelchairs for quadriplegics                                                         $0.30   Eligibility for the Rebate is based on the following criteria: The account holder or another occupant in your household requires one or more of the eligible medical equipment above to sustain that person's life, and; You have an application form signed by your doctor to verify the need for specific in-house medical equipment. Customers who have either a life support machine that is eligible for concession of any other type of machine prescribed by a doctor for life support purposes, should contact AGL to ensure their life support details are added to AGL's Life Support Register.   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 Life Support Concessions visit the NSW Government website at http://www.resourcesandenergy.nsw.gov.au/energy-consumers/financial-assistance/rebates/life-support-rebates   The application form for this Rebate can be downloaded here: Download Life Support Electricity Rebate Form   Please return completed forms to:  AGL Life Support Reply Paid 84146 Melbourne VIC 8001 (No stamp is required).
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You may qualify if you are a Queensland resident.    The QLD Electricity Concession is applied as a daily amount of $0.8489c per day (GST excl) for a total of $340.85 per annum (GST incl). It is paid in installments through each electricity bill. To be eligible, customers must hold one of the following concession cards: Pensioner Concession Card - issued by Centrelink or Department of Veterans' Affairs. Queensland Government Seniors Card. Department of Veterans’ Affairs Gold Cards - for recipients of War Widow or War Widower, or Totally and Permanently Incapacitated rate pensions. Centrelink Health Care Card Bridging Visa Holders, with Asylum Seeker status. A concession can be claimed only if: The name on the energy account matches the name on the concession card and The address is the account holder’s principal place of residence. Cardholders are eligible to claim the rebate for premises where they live alone or share the home with: Their spouse. Other persons who hold a Pensioner Concession Card or Queensland Seniors Card. Other persons wholly dependent on them. Other persons who receive an income support payment from Centrelink, the Family Assistance Office, or the Department of Veterans' Affairs and who do not pay rent. Other persons who live with the cardholder to provide care and assistance, and who do not pay rent. Applicants must also declare that no other persons except casual visitors share the residence with them. The following cards are ineligible for the Electricity Concession: A Health Care Card for Child Disability and Foster Care issued in the name of the child. A Department of Veterans' Affairs Gold EDA Cards. Commonwealth Seniors Health Cards.   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 Queensland Government website at: https://www.communities.qld.gov.au/communityservices/community-support/queensland-government-concessions   Further information about this concession can be downloaded below: Application for Electricity Rebate - For Proprietors Only 
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The NSW Government Gas Rebate is $110 per year or $0.3014 (GST excl) per day and commenced on 1 July 2017. The rebate is paid in instalments through each AGL gas bill. The exact amount of the rebate paid on each bill will depend on the number of days in each billing period.   The Gas Rebate is intended to assist eligible AGL customers with their household energy and is applied on the gas bill only.   To be eligible for the NSW Gas Rebate, you need to: be resident in New South Wales; and be a customer of the retailer, or a long term resident of an on-supplied residential community, or a resident of an on-supplied retirement village, or a resident of an on-supplied strata scheme; and whose name appears on the gas account for supply of natural gas to his or her principal place of residence; and hold either a: Pensioner Concession Card issued by the DHS/DVA; or DHS Health Care Card; or DVA Gold Card marked with either: War Widow or War Widower Pension; or Totally and Permantly Incapacitated (TPI); or Disability Pension (EDA).  If you are currently receiving the NSW Gas 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 us. 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 may qualify if you are a Victorian resident.    The Medical Cooling Concession provides a 17.5% discount off electricity costs over a six month period from 1 November to 30 April each year, for customers with medical conditions such as Multiple Sclerosis, Parkinson’s, Motor Neurone Disease, Scleroderma and Lupus which prevent the body from regulating it’s own temperature. Customers who are eligible for the Medical Cooling Concession will also receive the Annual Electricity Concession. Eligibility Eligibility is based on the following criteria: 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). The account holder or another occupant in the household have an inability to self-regulate body temperature, and An application form signed by the patient's doctor to verify the need for additional heating or cooling to regulate body temperature. The following cards are ineligible for the Medical Cooling Concessions: 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 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   Further information about this Rebate and an application form can be downloaded here: Download the Medical Cooling Concession Form Download the Medical Cooling Concession Form (Accessible version)   If you have any of the following pre-approved conditions: Multiple Sclerosis Lymphoedema Parkinson's Disease Fibromyalgia Post-Polio Syndrome Poliomyelitis   Please send completed form to: AGL Life Support Reply Paid 84146 Melbourne VIC 8001 (No stamp is required)   Applicants with other medical conditions please send completed form to: Department of Human Services Concessions Unit GPO Box 4057 Melbourne VIC 3001
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You may qualify if you are a Victorian resident.    The Controlled Load Electricity Concession is only available to those households that have a separately metered Controlled Load tariff for electric hot water or slab heating that operates during off peak times.   The Controlled Load Electricity Concession provides a 13% reduction on the off-peak tariff rates on quarterly electricity bills for hot water and slab heating. It can be received in addition to the Annual Electricity Concession. 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 only 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 Controlled Load electricity Concessions: 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   Visit agl.com.au/heretohelp to find  concessions and grants relevant to your situation 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 $226.67 (GST incl) per year or $0.621 (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 of Human Services (DHS) . Your application must be submitted to them directly for processing. For more information about eligibility and application forms, please visit the Department of Human Services (DHS) website or call the DHS Concessions Hotline on 1800 307 758. 
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You may qualify if you are a New South Wales resident.    The NSW Government introduced the Family Energy Rebate in 2012. It is specifically designed to help NSW family households to pay their electricity bills.   Eligibility and amount of rebate Any electricity customer that resides in NSW and who was eligible for the Federal Government's Family Tax Benefit A or B at any time during the last financial year may be eligible for this rebate.   To be eligible for this rebate, you must be the primary account holder of your electricity account. Reference Table   Eligibility     Rebate Amount Electricity Customer No Concession Card                      No Low Income Household Rebate Family Tax Benefit A or B $180.00 Electricity Customer                 Concession cardholder Low Income Household Rebate Family Tax Benefit A or B $20.00   How to apply? Applications must be completed through NSW Trade and Investment http://www.resourcesandenergy.nsw.gov.au/energy-consumers/financial-assistance/rebates/family-energy-rebate.   You will need the following information in order to complete the application: Your Customer Reference Number (CRN). If applicable, your Department of Veteran Affairs (DVA) number. Your recent AGL electricity account containing all relevant billing information.
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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 contact us. 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  
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You may qualify if you are a Victorian resident.   This concession is currently calculated at the rate of 17.5% off energy usage and supply charges minus $0.08233 (GST incl) per day, and is applied after any AGL discounts or solar credits. It doesn't apply to the first $171.60 of your electricity bill, and is capped at an amount of $472.78 (GST incl). It's available all year round. If the cap of $472.78 (GST incl) is breached you may apply for additional concession through the Excess Energy Concession rebate, if this is required for your account AGL will send you the required application form. 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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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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You may qualify if you are a Queensland resident.    The HEEA scheme provides a one-off emergency assistance to low income households suffering a short-term financial crisis (within the past 12 months) that are unable to pay their current electricity and/or reticulated natural gas bills and are at risk of disconnection.   Eligibility for the Rebate is based on the following criteria: The applicant must be a customer of AGL and be registered on AGL's Staying Connected Program or on a payment plan The applicant must either be a registered concession card holder or- if not a concession card holder- have a base income of no more than the Commonwealth government's maximum income rate for part age pensioners.  To apply, please contact us so we can arrange forms to be sent if eligibility criiteria is met. 
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You may qualify if you are a New South Wales resident.   The Medical Energy Rebate is for eligible customers who are unable to self-regulate their body temperature when exposed to extreme (hot or cold) temperatures due to certain medical conditions such as Parkinson's disease and Multiple Sclerosis.   The Medical 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 installments through each AGL electricity bill. This rebate can be received in addition to other assistance such as the NSW Government Low Income Household Rebate, the Life Support Rebate and the Energy Accounts Payment Assistance (EAPA) scheme.   Eligibility for the Rebate is based on the following criteria: Either the account holder or another person residing at the residence must have an inability to self-regulate body temperature, and The completion of a signed form by a medical practitioner who has been treating the eligible resident for at least three months. To be eligible, customers 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). 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 Medical Energy Rebate visit the NSW Government website at: https://www.resourcesandenergy.nsw.gov.au/energy-consumers/financial-assistance/rebates/medical-energy-rebate   Further information about this Rebate and an application form can be downloaded here: Download the application form for the Medical Energy Rebate Application Form   Please return completed forms to:  AGL Life Support Reply Paid 84146 Melbourne VIC 8001 (No stamp is required)
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You may qualify if you are a Victorian resident.    This concession is calculated at the rate of 17.5% off your gas energy usage and supply charges, minus $0.0593 (GST incl) per day, and is applied after any AGL discounts. It doesn't apply to the first $62.40 of concession card holders’ winter gas bills and is capped at an amount of $265.97 (GST incl). It's available from 1 May to 31 October of each year. If the cap of $265.97 (GST incl) is breached you may apply for additional concession through the Excess Gas Concession rebate, if this is required for your account AGL will send you the required application form. 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 gas account is in the name of the concession cardholder, The supply address is the domestic primary residence of the cardholder and The electricity and/or gas account is billed on a domestic tariff. The following cards are ineligible for the Winter Energy 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 at www.dhs.vic.gov.au/concessions or contact the Concessions Information Line on 1800 658 521 (toll-free).
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