Financial Support and Assistance

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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 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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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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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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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 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 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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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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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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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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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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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 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 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 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 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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