Financial Support and Assistance

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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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If you’re a residential customer living in Victoria and unable to pay your utility bills due to a temporary financial crisis, you 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 year) who are unable to pay for a current utility account.   Dual energy source households (electricity and gas) will have access to a URG scheme cap of $650 per fuel over two years.   Single energy source households (electricity only) will have access to a URG scheme cap of $1,300 over two years.   You can apply multiple times over a two-year period until the total cap amount is reached.   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:   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. 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 Gold All Conditions, 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 household's income must be no more than the Commonwealth Low Income threshold. Check your 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 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.
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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 Gold All Conditions,  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 Life Support concession provides additional financial support to customers who require the use of specific in home life support machines. For a machine to qualify it must use at least 1,880 kWh per year. You may be eligible for the Life Support Concession if you have one of the listed approved machines: Oxygen concentrators, Intermittent peritoneal dialysis machines and/or Haemodialysis machines. Customers who have a life support machine that is eligible for concession or 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.   Eligibility for the Rebate is based on the following criteria: 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' Affair Gold Card - (for recipients of Gold All Conditions,  War Widow or War Widower, Totally and Permanently Incapacitated rate or Extreme Disablement Adjustment rate pensions). The account holder or another occupant in your household require one or more of the eligible medical equipment above to sustain that person's life, and An application form signed by the patient's doctor to verify the need for specific in-house life support equipment. The following cards are ineligible for the Life Support 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 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 The application form for this Rebate may be downloaded from the DHHS VIC site as follows: Download Life Support 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.    Applicable electricity transfer fees are waived for eligible concession card holders when there is a change of occupancy at a property. 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  Gold All Conditions, War Widow or War Widower, Totally and Permanently Incapacitated rate or Extreme Disablement Adjustment rate pensions). A concession can 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. The following cards are ineligible for the Electricity Transfer Fee Waiver: 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 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 Victorian resident.    For concession households with low electricity usage, this concession provides a reduction to the supply (or service) charge.   If the cost of electricity used is less than the supply (or service) charge, the supply charge is then reduced to the same price as the electricity usage costs. 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 Gold All Conditions,  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 Service to Property Charge 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 For information about concessions visit the Victorian Department of Human Services 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 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 Gold All Conditions,  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 Victorian resident.   This concession is currently calculated at the rate of 17.5% off energy usage and supply charges minus $0.09056 (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 Gold All Conditions, 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 Victorian resident.    This concession is calculated at the rate of 17.5% off your gas energy usage and supply charges minus $0.06523 (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 Gold All Conditions, 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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You may qualify if you are a New South Wales resident.   The EAPA scheme helps financially disadvantaged people who are having difficulty paying their electricity or gas bill because of a crisis or emergency situation. The scheme ensures people stay connected to essential services during a financial crisis, and is not available on an ongoing basis.   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 regarding financial assistance offered by the New South Wales Government, please contact AGL or the Energy Information Line on 1300 136 888, or visit http://www.energy.nsw.gov.au/customers/help
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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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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 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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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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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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We understand that life doesn’t always go to plan and sometimes you just need a little more time to pay. AGL offers a range of payment help, including online tools to arrange a payment extension for your bill. Eligible customers are able to apply for payment extension in the Billing tab in My Account by selecting I can’t pay my bill this time. If you’re unable to see this option, you’ll need to get in touch with us via Messaging in My Account or the AGL Energy app.    Our team can also help you check if you quality for a payment plan via Messaging through My Account. Have your account number and recent bill handy.   For additional other options that might be available to you: Eligible customers can log into My Account and manage other payment arrangements, such as instalment plans Check whether you qualify for a payment plan, relief scheme or a government funded concession. Learn more about how Bill Smoothing can help make budgeting easier. If you’re a Victorian residential customer and experiencing temporary or long-term financial difficulty which impact your ability to pay a gas and/or electricity bill, you may be entitled to assistance as part of our Payment Support Victoria program. For NSW, QLD, SA, and WA residential customers, our Staying Connected program provides personalised assistance that goes beyond traditional payment plans. It’s confidential support so you can get back on track with your home energy bill.
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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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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 or you need to update existing details - get in contact with us to update your account.
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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 or you need to update existing details - get in contact with us to update your account.
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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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