Financial Support and Assistance

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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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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 criteria is met.
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  You may be eligible for further rebates if you have a CPAP machine on site, however mobility scooters are not currently covered by the DHS. You can find out more here!   For more information on life support rebates and concessions,  click the relevant state here:   NSW VIC QLD    
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While you are actively participating in the Staying Connected Program, we will ensure your home gas or electricity is not disconnected and there is no collection action on your account.
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No. Your privacy is important to us.   Our team will assist you with compassion and understanding that includes keeping your information confidential.   We will only disclose or use information in accordance with the requirements of the Privacy Act 1988 and the AGL Privacy Policy.  
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The answer may be 'yes' if you are an AGL residential customer experiencing temporary or long-term financial difficulties which impacts your ability to pay a gas or electricity bill.   If you’re a Victorian AGL residential customer experiencing temporary or long-term financial difficulty which impacts your ability to pay a gas and/or electricity bill, you’re entitled to assistance as part of AGL’s Payment Support Victoria program.   We understand that financial hardship 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 financial hardship. In these and similar situations, Staying Connected may be able to help.
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Simply go to www.agl.com.au/seniors and follow the prompts.   You can sign up online or contact us.
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Yes we will need a valid Seniors Card number attached to the account.  The Seniors Card must be in the same name as the AGL account.    To take up the offer, simply go to www.agl.com.au/seniors and follow the prompts.  You can sign up online or contact us.
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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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Currently we only have special offers for Seniors in NSW, VIC. QLD and WA .   For more details go to www.agl.com.au/seniors
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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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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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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 South Australian resident.    The South Australian Government introduced the Medical Heating and Cooling Concession to assist South Australians on a fixed or low income who have a clinically verified medical condition requiring the frequent use of heating or cooling in the home to prevent the severe exacerbation of their condition.   The South Australian Energy Rebate recently increased to $231.41 per year or $ 0.634 (GST excl) per day. It is available to eligible applicants in addition to the current energy concession and is paid directly to customers by the Department of Human Services (DHS) .   For more information about eligibility and application forms, please visit the Medical Heating and Cooling concession page on the SA.GOV website or call the DHS Concessions Hotline on 1800 307 758.
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You may qualify if you are a South Australian resident.    The Department of Human Services (DHS) may be able to assist customers experiencing financial hardship with emergency financial assistance.   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 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 South Australian resident.    The South Australian Energy Rebate recently increased to $231.41 (GST incl) per year or $0.634 (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 Queensland resident.    The medical cooling and heating concession is available to assist low-income concession card holders in Queensland who have a medical condition that requires the use of electricity for cooling or heating.   Eligible individuals will be entitled to a concession to assist with increased electricity costs incurred by frequent operation of an air-conditioning unit in order to regulate body temperature. The concession amount will be paid directly by the Queensland Government in quarterly installments by direct payment to an eligible recipient’s bank account.   This concession is administered by the Queensland Government. Please contact the Queensland Concession Services to find out if you are eligible and how to apply on 137 468 or visit the Department of Communities website.  
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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 Queensland resident.    The Electricity Life Support Concession Scheme provides financial assistance to seriously ill people who use home-based life support systems (oxygen concentrators or kidney dialysis machines) provided they have been medically assessed in accordance with the eligibility criteria determined by Queensland Health.   Customers who have either 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.   For further information about the Electricity Life Support Concession Scheme, please visit the Department of Communities Website or contact the Queensland Concessions Services line on 137 468.   Further information about this Concession can be downloaded here: Electricity Life Support Concession Brochure  
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You may qualify if you are a Queensland resident.    From 1 July 2017, the Reticulated Natural Gas Rebate was increased to $0.1833c per day (GST excl) for a total of $73.60 per annum (GST incl). This rebate is applied as a daily rate on each gas bill. The exact amount of the rebate paid on each bill will depend on the number of days in each billing period. To be eligible, customers must hold one of the following concession cards: Pensioner Concession Card – 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.   A concession can be claimed only if: The name on the energy account matches the name on the concession card. 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 Reticulated Natural Gas Rebate: A Health Care Card for Child Disability and Foster Care issued in the name of the child. A Department of Veterans' Afffairs Gold EDA Card. Commonwealth Seniors Health Care Cards.   For information about Concessions visit the Queensland Government website at https://www.communities.qld.gov.au/communityservices/community-support/queensland-government-concessions
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