Knowledge Base

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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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All meters have a display or information button (clear or grey in colour) which lets you scroll through its different registers. What you’ll see will all depend on the type of meter you have.   The following information relates to Active Steam Meters, you'll see it labelled with an Active Stream logo, affixed on the terminal cover.  If you live in New South Wales, Queensland or South Australia, you’ll have one of the meters pictured below installed. Have a look to see which one is yours. Meter type: ‘Mk10D’ – Three phase, one element:     The table below shows meters register, LCD Label and Description.    Register LCD Description F03D 01 Standard Current Date and Time 1E00 03 Excess energy consumed by customer IE10 13 Excess energy exported by customer       Meter type ‘MK7C’ – One phase, one element:     LCD Description 01 Standard Current Date and Time 03 Excess energy consumed by customer 13 Excess energy exported by customer       Meter type ‘MK7A2’ – One phase, two element:     LCD Description As Per Configuration 01* Standard Current Date and Time 03* Excess energy consumed by customer 13* Excess energy exported by solar system 07* Total energy consumed by customer’s hot water 43 This register should record zero 53 Total Excess energy consumed by customer 63 Total Excess energy exported by solar system   *Some of the older meters will only have 4 LCD displays (01, 03, 07 and 13)   PFIT Solar Configuration   LCD Description As Per Configuration 01 Standard Current Date and Time 03 Excess energy consumed by customer's load 13 This register should record zero for PFIT meters 07 Total energy consumed by solar system 43 Total energy produced by customer solar system 53 Total Excess energy consumed by customer 63 Total Excess energy exported by solar system   * Lasdt updated 13th Feb 2018.
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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 My Account . Check out this Community post that explains this in further detail.      
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Sometimes we might need to estimate your energy usage, rather than organise a read of your meter. There’s a few reasons why this might be necessary. For example, the distributors who read your meter might have trouble accessing it. This usually happens if your meter’s been installed indoors, is behind a locked gate, or is guarded by a pet pooch. If you receive monthly bills, we’ll need to estimate your usage as your distributor usually only provides us with an actual read every two or three months. If you’ve got a smart meter installed, it’ll upload your meter data at 30 minute intervals. Once we get an actual meter read from your distributor, or once you submit a read yourself via My Account or the App, we’ll check and correct your account based on if we’ve charged you too much or too little. If we have charged you the wrong amount, we’ll either include an adjustment on your next bill or resend you an adjusted energy bill. You can tell if your bill is based on an estimate or an actual read by looking at the ‘Reading Type’ or ‘Current Reading’ section on the back of your bill.   Avoiding estimated bills is easy. Just submit your reads online via My Account or the App and we’ll bill you based on those reads. If you’d like to request an actual meter read (a fee may apply), please chat with us anytime.
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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.
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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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  The AGL Energy App lets you stay in control, informed and connected so it’s easier to manage your budget and avoid surprises on your bill.   If you’re an AGL customer, the AGL Energy App lets you: Track your electricity usage details and gas bills. View your account balance. View your current & historical bills in PDF format Pay your bills on the go via PayPal or credit card.   If you have a digital meter you can also: View your electricity usage by day, week, month or year along with a projection of your final bill*. Set usage alerts to avoid surprises on your bill.   If you’re a solar command customer you now have access to a solar monitoring tool, real time monitoring of your solar production and household consumption.   Simply download the App from the  App Store  or on  Google Play  and login using your AGL online account details.         Got more questions? Ask us here! If you're using the app, feel free to share your experiences with your Community members in the comments below. 
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Call us anytime 24/7 on 131 245. A member of our customer service team can verify who you are and help you out.
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If the smell of gas is coming from an appliance on your property, or from pipework near the gas meter, turn the natural gas meter handle to the off position first before you immediately phone your local plumber or gas fitter or, if you rent, your real estate agent.   If you pinpoint the smell is coming from the meter, or if it’s making a hissing sound, phone the appropriate number listed on the Emergencies and Outages page anytime, day or night.
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You can access your metering data by completing the Single metering data request or Multiple metering data requests form available here.
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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. Set this up in My Account or using the latest version of the AGL App.    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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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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First, try to see if your property is the only one affected. If your neighbours are also affected, please phone the appropriate number listed on the Emergencies and Outages page anytime, day or night. You’ll also find these details on your AGL bill.   If you find that your property is the only one affected, start by checking the mains switch in your fuse box. If you discover a single appliance has been affected, check that it’s been properly assembled and connected. A good way to do this is by plugging a hair dryer or table lamp into the power point to see if there’s any electricity coming through.   If you ever have an electrical fault in your house or with an appliances, please contact a licensed electrician to fix it. Never try to do it yourself.
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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. 
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If you live in Queensland, the distributor (who looks after the poles, wires and gas pipes in your area) requires a visual inspection of your meter to ensure that your meter is safe.   Do you need more information? Search for answers or ask a question at The AGL Community.
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AGL’s Virtual Power Plant is open to eligible metropolitan Adelaide homeowners who meet the following criteria:   Own an appropriately sized solar system or want to go solar. Own your own home. Currently generate more solar energy than you’re using in your home. Are an existing AGL electricity customer or want to make the switch. Live in an eligible suburb of metropolitan Adelaide. Are not currently on a government  solar bonus scheme feed-in tariff. If your home generates sufficient excess solar energy you could benefit from participating in AGL’s Virtual Power Plant, by using more of the solar energy you produce.   If you are currently on a government solar bonus scheme feed-in tariff, installing a battery will affect your eligibility to access that scheme. You should consider your own personal circumstances when deciding whether to purchase a battery as part of this Virtual Power Plant offer.   You must be an existing AGL electricity customer or wanting to make the switch to participate in this offer and remain with AGL for your electricity for the term of the agreement. If you’re currently with another electricity retailer, one of our friendly AGL customer representatives can help you make the switch.   Register your interest in the next stage of the Virtual Power Plant demonstration project and an AGL solar and battery expert will be in touch to discuss the program and your eligibility to join.
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We are aware of an unsolicited email in circulation pretending to be from AGL containing the subject title:   “Disconnection Notice”     How to identify whether you have received a legitimate or hoax email   All legitimate AGL disconnection notices will:   Come from the sender address agl@energy.agl.com.au. Any deviation on this address may be a hoax email; and Include your supply address and account number in the email body. If it does not contain these details, it may be a hoax email.   What to do if you believe you have received a hoax email   If you have received a hoax email, please delete it. Do not click on any links or content from the email. If you have clicked on the link and submitted your personal details, please login to these accounts and reset your password straight away and run a comprehensive Anti-Virus Scan. If you are unsure or have any queries about the email, please contact the AGL Help Desk, 24 hours/7 days a week, on 131 AGL (131 245), Option 3. AGL takes the security of your information very seriously. We will never send emails asking you to confirm, update or disclose personal or banking information. For information on how to identify a scam email head to this Knowledge Base article or the Scamwatch website. Any customers with concerns about the scam emails should call AGL on 131 245.
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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.
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Your National Meter Identifier (NMI) is a unique number that you'll need if you change your electricity retailer. It’s always listed on the back of your electricity bill.
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A virtual power plant put simply is a collection of individual batteries that are managed in unison to help power customers’ homes and support the grid.   The battery installed in your home stores excess solar energy produced by your system. This can help you to use more of your own solar energy and less from the grid. Any energy discharged from the battery will be used by the home first, with any additional energy then exported to the grid, allowing you to receive your standard Retail Feed-in Tariff (RFiT).   In some instances, AGL’s Virtual Power Plant uses the solar energy stored in individual home batteries to help support the electricity grid during peak usage times, helping you to use solar energy within your home while helping to increase grid stability for the community.  
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