Financial Support and Assistance

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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 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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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 AGL on 131 245 so we can arrange forms to be sent if eligibility criiteria is met.
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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. 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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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 or emails 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.
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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 on 131 245 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 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 on 131 245 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 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 on 131 245 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 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 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 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.   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 on 131 245 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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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 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 on 131 245 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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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  
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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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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.
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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.
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In some states there are concessions and rebates for customers with Life Support Equipment, go to Concessions  to see what you may qualify for.
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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.
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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.
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You can ask for an extension for your Life Support Equipment registration by calling us on 131 245.
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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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