Knowledge Base

Find FAQs and other information in these articles published by an expert.

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Yes, you can – and it doesn’t matter if you’re signed up to eBilling or get mailed paper bills either.   Direct Debit lets you pay each bill by its due date automatically, helping you to keep on top of them.   Simply head to this page to get started with setting up Direct Debit - just have your account number handy, as you'll need this to sign up. Otherwise, call us anytime 24/7 on 131 245 and we’ll help set it up over the phone.
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You can cancel your Direct Debit arrangement online or by calling us anytime 24/7 on 131 245.
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The easiest way to view and pay your bills is to log into AGL Energy Online. Otherwise, you can use our secure online bill payment page to pay online with a Visa or MasterCard. Credit cards are charged a payment processing fee fee which will show up on your next bill. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule. You can also register to receive your bills through BPAY View so you can receive, manage and pay them from your financial institution's internet banking website. Visit bpay.com.au for more information. You can find more information about Billing and Payments in Help and Support.    
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If you pay your energy bills using a credit card, or any card that uses a credit card payment facility, AGL is charged a merchant services fee by your financial institution. This will appear on your next bill as ‘payment processing fee’. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule. There are other methods for paying your energy bills with AGL that won’t incur a payment processing fee, which you can learn about in the Billing and Payments section of Help and Support.
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Head to this page and enter your AGL account number and your full name in the boxes provided. A temporary password will be emailed to you which you can use to login to your account. Once logged in you’ll be prompted to change your password.   Alternatively, you can call us 24/7 on 131 245 and, after a quick ID verification, a member of our customer service team will be able to lift the lock on your account.
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If you have a smart electricity meter that’s remotely-read every day, we can use real usage data to work out your monthly bill.   However, if your meter is read every two to three months and we don’t have actual data to use each month, we use a process to estimate your energy usage that looks at your past energy usage and takes into account seasonal factors. Then, when an actual meter reading comes through, we adjust your account if we need to. If you’re new to AGL and historical metering data is not available, estimates are based on the average energy usage of similar customers over the same period. Customers who are on My AGL Monthly Bill and have a basic meter can give us their own meter read by entering it into AGL Energy Online. Check out this Community post that explains this in further detail.      
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There are two ways to nominate an authorised person (known by AGL as a contact person) and give them permission to access your AGL energy account:   Call us at AGL anytime 24/7 on 131 245, or; Log in to AGL Energy Online, select ”My Account Details" and then “Manage account authorised persons” on the left-hand side.
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Estimated bills are based on our estimate of your energy usage (rather than an actual read of your meter). There are a number of reasons why this may happen. For example, we might estimate your usage if your Distributor (who provide your usage information to us, your Retailer) has trouble accessing your meter to read it. This might be because your meter’s been installed indoors, behind a locked gate, or somewhere that’s protected by a dog. Another common reason for getting estimated bills is that you have chosen to receive monthly bills. Unless you have a digital meter installed at home that gives us your usage information every day, we’re likely to only get an actual read from your Distributor every two or three months. When we get an actual meter read from your Distributor after giving you an estimated bill, we’ll check and potentially correct your account based on whether we’ve charged you too much or too little. This might lead to you getting an adjusted energy bill down the track. You can tell if your bill is based on an estimate or an actual meter reading by looking at the ‘Reading Type’ or ‘Current Reading’ section on the back page of your bill. To ask for an actual meter reading (a fee may apply), please call us anytime 24/7 on 131 245.
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Simply search for ‘AGL Energy App’ in the iOS or Google Play app store – depending on the device you use.
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If you’re an AGL residential customer, simply download the AGL Energy App and sign in using your AGL online account. If you don't have an AGL online account you can register here. If you don’t have a digital meter at home, you might find that you don’t have access to all of the features.
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Available to iOS and Android users, the AGL Energy App is free to download and lets you:   Track your electricity usage details and gas bills. View your account balance/s. Pay your bills by credit card (credit card fees may apply).   And if you have a digital meter, you can also:   View your electricity usage by day, week, month or year. See a projection of your next bill. Set usage alerts to help keep your budget on track. Learn more about the AGL Energy App here.
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Absolutely. We can connect gas and electricity for you at your new address. You’ll just need to speak to the energy retailer for your old place to arrange for the disconnection of gas and electricity at that address.
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Not always, so we suggest sharing your concession details with us again when you move to your new place – just in case. For more information about concessions, please visit the Concessions, Rebates and Grants page.
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If you’re already with AGL, you may be charged an exit fee if your AGL energy plan carries one and you cancel your plan before its end date. If you're new to AGL, we have a range of energy plans that don’t carry exit fees. Simply speak to us today to find the right one for you.   Do you need more information? Search for answers or ask a question at The AGL Community.
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We’ll send a confirmation email with a reference number to you once you’ve completed the Movers form in AGL Energy Online. Within 3 business days of successfully submitting the form, the electricity or gas in your new home should be connected by the Distributor, who is responsible for the poles, wires, gas pipes and meters in your area. You can find your Electricity Distributor here, and your Gas Distributor here.   If you have requested a disconnection of your energy supply, the Distributor will conduct a final meter reading within 3 days of the specified disconnection date. If you haven't arranged your connections or disconnections and you require your gas and/or electricity to be connected or disconnected in less than 3 business days, please call us 24/7 on 131 245 so we can start the process as quickly as possible for you. 
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It’s easy to arrange gas and electricity to be connected at your new home – and in as little as one business day, too. Conditions apply. Learn about the AGL Move-In Guarantee here. If you’re already an AGL customer, simply: Log in to AGL Energy Online. (Or, if you haven’t already registered for AGL Energy Online, make sure you have a recent energy bill handy and select ‘Register’. You’ll automatically be directed to 'My Account' once you’ve been set up successfully.) Select 'Moving' at the top of the page and follow the instructions. If you’re not an AGL customer, your best option is to complete our online form. It only takes a few minutes, and if you need a hand, you can chat online with one of our consultants.   Otherwise, to speak to us over the phone about connecting or disconnecting gas and electricity at your new or old place, please call us anytime 24/7 on 131 245.
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If you have more than one energy account with AGL, you’ll need to select which one you’d like to manage to start with since you can only manage one account in AGL Energy Online at a time.   However, once you’re logged in, you can switch between any of your registered energy accounts.  
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You might not have access to AGL Energy Online if you have: Life Support registered against your account An unmetered account A Commercial & Industrial account A bulk hot water account. If you’ve recently switched to AGL in the last 2 business days, please wait for your Welcome Pack to arrive before you register your account with AGL Energy Online. It’ll have your new account number which you’ll need in order to complete your registration form. For help registering an account with AGL Energy Online, call us anytime 24/7 on 133 835.    
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Log in to AGL Energy Online, click on ‘My Account’ and you’ll see an approximate date for your next scheduled meter read in the bottom left hand corner under 'My Current Plan'.
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You’ll see an error message that’ll ask you to try logging in again. If you’ve forgotten your password, click on ‘Forgotten your password?' on the AGL Energy Online log in page and we’ll email you a temporary password. If you try to log in using the wrong password more than 5 times, your account will be locked. To unlock your account, call us anytime 24/7 on 131 245. A member of our customer service team can verify who you are and give you access to your account again.
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