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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You’ll find new bills, along with all of your old ones, by clicking on the ‘Billing’ tab on the ‘Overview’ page (that’s the page you’ll first see after you log in to My Account).
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There are two easy and convenient ways for you to pay your energy bill in My Account: Click on the ‘Pay my bill’ button on the ‘Overview’ page; or Go to the ‘Billing’ page and follow the instructions for making a payment.
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If you have a remotely read smart electricity meter you may be able to view a projection of your next bill. Your projected bill is calculated by using your historical data to estimate your average daily energy usage, until the end of your current billing period. It is a projection only, and does not factor in any unbilled charges such as credits, pay on time discounts or other unbilled charges. Your actual bill may also be different from your projected bill if your usage patterns change during the billing period.
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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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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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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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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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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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Log in to AGL Energy Online, click on ‘Update my details' on the left-hand side, update the personal details that need and are able to be changed, and click ‘Submit’. To update your name or date of birth, call us anytime 24/7 on 131 245. A member of our customer service team can verify who you are and help you out.   If you update your email address, you’ll need to use it to log in to AGL Energy Online. You’ll also start to be sent your energy bills to this new email address if you’ve registered for eBilling.
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There are scam emails currently circulating that pretend to be from reputable energy companies, which claim you owe money for an outstanding gas or electricity bill and ask you to click on a link to view your account or to make a payment.   They often involve you being illegally contacted by an individual or company who pretend to be from AGL and who try to gain your personal information by falsely saying things like: Your AGL energy bill is overdue and you need to share your credit card or bank account details to avoid being disconnected; or You’ve been overcharged and we need your credit card in order to refund you. These are just two examples, but if you receive a phone call or email that’s similarly unusual or suspicious that asks for your financial information, please do two things: Ignore it; and Call us directly on 131 245 to check whether we have been trying to contact you. If you’ve provided your details on a website, by email or over the phone, and you believe you may have been a victim of fraud, please contact your financial institution immediately. Remember, AGL will never send you emails asking for personal banking or financial details. How the scams work:   You receive an email from a reputable energy company claiming that you owe them money. The email may appear to come from a department like the 'Accounts Receivable Team' or 'Accounts Payable'. The email may contain the subject title 'Your AGL Bills Update ✔'. The email may or may not be from your current energy provider. The email may claim that you have exceeded your energy consumption limit and need to pay or even that you are eligible to use a discounted energy tariff if you click on the link. The email may direct you to click on a link to view your account, pay your bill or download an attachment. If you click on the link, your computer may be infected with malicious software and your identity compromised. If you 'pay' the amount, you will lose your money and may have your credit card details stolen.   How to protect yourself:    If you receive a suspicious email for outstanding energy usage - delete it immediately. If you're not sure if this is a scam, contact your energy provider with the contact details from their website and not from the email. Look out for tell tale signs of a scam email, including spelling mistakes and poor grammar. Never click on the links from suspicious emails and delete them immediately.    For more information visit the Scam Watch website.
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Who is entitled to a concession and how these are applied can change from state to state.   Please go to our concessions page to see if you’re entitled to a State Government funded energy concession, or call us on 131 245 anytime 24/7 for more information.
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It’s your Delivery Point Identifier. If you live in NSW, this number uniquely identifies your gas meter and can be found on the back of your gas bill.
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After signing up to AGL, the following will occur: 1. We’ll send you a welcome pack via mail or email (whichever option you choose) which has all the information you need about your new energy plan, including the terms and conditions, and your rates; and 2. Your previous retailer will send you a final bill to close off your old energy account.
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After you’ve linked your AGL account to your flybuys membership, you can either:   Collect 1 point for every $2 spent on your AGL home electricity or gas bills, or; Collect 1 point for every $1 spent on your AGL home electricity or gas bills simply by signing up to eBilling (you’ll receive your bills via email) as well as AGL Energy Online (which lets you manage your account online, 24/7).
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You can only earn flybuys points on the amount you pay AGL. You can’t earn points for credits that are applied to your bills. To help explain, here are just some examples of items that are processed as credits to accounts and which are ineligible for flybuys points: Utility relief grants Solar credits Goodwill gestures from AGL given as a credit to the customers' account Concessions
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No. In most cases, the same electricity rates that applied to your analogue meter will apply to your digital one.
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Digital meters, otherwise known as smart meters, are the next generation of electricity meters, replacing analogue ones. They measure your home’s electricity use in 30-minute intervals, and can send this data automatically to your energy retailer every day using a secure wireless network. Digital meters allow you to have correct meter readings and more accurate bills, plus they give you the power to track your usage, manage and pay your bills and even set alerts for yourself using AGL IQ in the AGL Energy App. Digital meters are installed by qualified electricians, and depending on your home’s set up and situation, the installation process normally takes 30 minutes to 2 hours to complete.
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