Knowledge Base

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

Sort by:
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.
View full article
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 My Account . Check out this Community post that explains this in further detail.      
View full article
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.
View full article
Digital 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.
View full article
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.
View full article
   1. How does centralised hot water billing work?    Centralised (or bulk) hot water systems are common in apartments and multiple residencies. Each residence will have an individual hot water meter connected to a central hot water system. Customers with centralised hot water are billed for the volume of gas used to heat the water based on the usage recorded by their individual hot water meter (see question 3 for more information on how your usage is calculated and billed).   2. How do I know if I have centralised hot water billing?    You will have an individual water meter for your apartment and a central gas hot water system for the apartment block or units. More information is available from your Body Corporate or Owners Corporation.     Understanding your bill   3. What is the common factor?    So your gas hot water usage can be calculated, the common factor is used to determine the amount of gas (in mega joules) required to heat a litre of water. It is calculated by dividing the total amount of gas used to heat the water (MJ) by the total amount of water (L) used as recorded by the central hot water system. The common factor is provided to AGL by your distributor who is responsible for reading the master meters (these meters are the ones common to the entire apartment block).   4. Why do you multiply my usage by 10 as well as the common factor?   [Information for NSW customers only excluding residents of Wagga Wagga and Tamworth]   If you live in NSW, you may notice that your consumption has been multiplied by 10, as well as the common factor - this is because the hot water meter measures your usage in deciliters (a metric unit of capacity equal to one tenth of a litre).   So in order to calculate your bill, we multiply your individual usage by 10 to determine your usage in litres, and then by the common factor (as the common factor is the amount of gas required to heat a litre of water).   For example:   Your Meter Reading = 1111 dl (x10) Your Meter Reading in Litres = 11110   Gas usage of all units = 57544 MJ Water usage of all units = 126190 litres Common factor = 57544 / 126190 = 0.4560107 rounded to 0.456011   Energy (MJ) = 1111 x 10 x 0.456011 = 5066.28 rounded to 5066 MJ     Monitoring your usage   5. How do I read my meter?    On most hot water meters, you’ll see a series of numbers. The black numbers measure whole units and the red numbers measure decimals. By reading the meter at two different points in time (such as at the beginning of the day and at the end) you will be able to determine what your water usage is for that amount of time.    
View full article
Please call us anytime 24/7 on 131 245 if you’re having trouble paying your bill. You may qualify for a payment plan, relief scheme or a government funded concession.
View full article
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.
View full article
By choosing eBilling, you’ll be emailed a secure and temporary link for where you can download an electronic copy of your bill online, rather than being mailed a paper copy. eBills have the same information as paper bills, right down to the messages and inserts that you’d otherwise find in the envelope, and you can pay them using the exact same payment methods. Plus we can email you other important messages about your account, like reminder notices.   Just remember to update your email address if you ever change it, either by logging into My Account or calling 131 245, anytime 24/7. And to keep your information safe and confidential, be sure to use a personal email address that no one else has access to. 
View full article
How can I pay my bill?   AGL knows that paying bills is the last thing on your to-do list each day. So we’ve made it easier by giving you as many different ways to pay your account as there are days in the week.   We know that life’s short. Rather than spend it stuck in a queue or digging in your kitchen drawer for your latest bill, we’ve come up with a few handy ways you can pay your AGL account and get back to the important stuff.   From paying in cash at the post office to popping a cheque in the mail, to online options like BPAY and PayPal, there’s a simple option for everyone.   Here are all the ways you can pay:   Direct debit: An automatic arrangement to debit your bank account or credit card for your entire bill on the due date (paying by credit or debit card can attract a payment processing fee. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule. Use your credit card to pay online or by calling 1300 657 386. BPAY: Use your bank’s internet banking system to pay via BPAY, or send bills directly to BPAY View. Mail: Pay your account by cheque or money order, mailed to: AGL Sales Pty Ltd, Locked Bag 20024, Melbourne VIC 3001.  Centrepay: Make regular payments directly from your Centrelink payment benefit. Post Billpay: Pay via your local Auspost office (cash, card or cheque) or the Post Billpay web page.  PayPal: Pay online with your PayPal account.   By far, the easiest way to manage your account is with  My Account. With this free online service you can pay your bill, view your usage history and update your account details.   As well, to help you avoid the ups and downs that come with the changing of the seasons, we created Bill Smoothing.   In a nutshell, we average out your annual energy use across the year and divide that into the same regular weekly, fortnightly or monthly amount. This will ensure you never get surprised when you open your next bill. We also reassess the periodic amount you pay against your actual usage and adjust it if necessary.   We also know that life doesn’t always go to plan. Unscheduled car maintenance, illness or any number of unexpected events can really put a dent in your finances. Don’t worry. We have dedicated people who can help you get back on track. A specially trained member of our Staying Connected team can discuss your needs and work out the best way to help you manage your account.   For more information visit  our website or call us on 131 245.   With a variety of ways to pay your energy bill, flexible payment plans and assistance if life gets a little tough, AGL is here to help.   ~Authored by Mark Gambino
View full article
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.
View full article
The easiest way to view and pay your bills is to log into My Account.   My Wallet My Wallet contains all the payment methods you’re currently using with AGL. You can select from your saved payment methods for quick and simple bill payments, and you can add or delete payment methods at any time. Visit the Manage Account tab in My Account to access My Wallet.   Direct Debit Direct Debit payment arrangements help make sure your bills are paid on time, every time. Set up Direct Debit with AGL and you won’t have to worry about remembering to make a payment – we’ll send you a bill with your due date and the payment will be deducted automatically from your nominated account on this date. You can easily manage your Direct Debit details with My Account . – just click on the Manage Account tab, then select Direct Debit. Here you can add, change, or cancel your Direct Debit payment arrangements. Any payment methods you set up for Direct Debit will be saved in My Wallet.   If you don't have My Account 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.
View full article
No. In most cases, the same electricity rates that applied to your analogue meter will apply to your digital one.
View full article
You can cancel your Direct Debit arrangement online or by calling us anytime 24/7 on 131 245.
View full article
It’s your National Meter Identifier. This unique number identifies your electricity meter and can be found on the back of your power bill.
View full article
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).
View full article
Log in to My Account, 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'.
View full article
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.   Download or view the projected bill details in My Account or the AGL Energy App.
View full article
Log in to My Account, click on ‘Manage Account' at the top of the page. This will take you to the account management settings where you can edit your contact details and login details and more. 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 My Account. You’ll also start to be sent your energy bills to this new email address if you’ve registered for eBilling.
View full article
The heating value is used to calculate the amount of energy (megajoules) contained in gas, which is impacted by temperatures and pressures at different geographical locations. AGL needs to calculate your bills by using the heating value, which is provided by your Gas Distributor (they’re responsible for reading your meter, along with the gas pipes and meters in your street).
View full article