We are aware of an issue that is affecting a number of our customers when trying to access their solar and electricity usage information through their My Account access. An example of this issue is shown below.
This issue was caused by a technical error to the IQ system which provides this data to solar customers. We are working to restore this access to its correct status, but unfortunately, this will take a number of days to implement. It is expected that this issue will not be resolved before the end of this week. We will continue to provide updates, and any improvements along the way, on this page.
Thank you for your patience throughout this time, and please accept our sincere apologies for any inconvenience this has caused.
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).
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.
First, check to see if other gas appliances on your property are working. If they’re not, there could be an issue with your gas supply. In this case, please call your Gas Distributor.
If other gas appliances on your property are working, check your hot water unit’s pilot light. If you find that it’s gone out, follow the manufacturer's instructions carefully and try to relight it.
If you’re unable to relight your unit’s pilot light, please call AGL on 131 766. We have an answering service that can help you outside business hours.
Start by checking to see if other electrical appliances on your property are working. If they’re not, please call your Electricity Distributor.
If other electrical appliances on your property are working, there’s likely been a failure with your hot water unit. Please call AGL on 131 766. We have an answering service that can help you outside business hours.
For hot water emergencies, call 131 766. There’s an out-of-hours answering service so we can assist you, day or night.
Or for appliance service, contact AGL (Monday to Friday, 8am-6pm AEST) on 131 766.