Knowledge Base

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

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First, we check how much electricity you’ve used at home. Then, based on your usage, we work out how much carbon that’s equal to by using official estimates calculated by the Australian Government Department of the Environment.   Knowing that, we can buy the equivalent number of “carbon offsets” from our suppliers, representing the removal of that amount of carbon from the atmosphere. To learn more about carbon calculations for your state, visit environment.gov.au.
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Within 10 business days of the date you agreed to join the program.
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Basically, it’s the term used to describe the chemical process that takes place when trees absorb and remove carbon dioxide (or C02-e) from the atmosphere – which is how Future Forests helps offset carbon emissions.
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An amber status means your system is producing a lot less solar energy than we expected and there may be a problem with your system. There could be several reasons for this, so we’ve provided this useful guide with steps to identify and resolve any faults.   Once a fault is resolved, you may still see the amber status for up to 30 days as your data continues to be processed.
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AGL and other retailers are required to notify customers if a disconnection due to debt may occur. If you’re experiencing financial difficulties and have trouble paying your electricity bill on time, please contact us as soon as possible. AGL’s hardship program, ‘Staying Connected’, is designed to assist customers who are having a hard time paying their energy bills. Visit our Staying Connected page for more details.
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Whilst your gas meter measures gas consumption in cubic meters, your usage is actually billed in ‘megajoules’ or ‘units’ on your bill, depending on your state. To calculate the number of megajoules, you must subtract your meter’s end read from the start read, then multiply by pressure factor and heating value. For WA, the number of Megajoules is then divided by 3.6 to get to billed units. A unit of gas is equivalent to 1 kilowatt hour of energy.
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Yes – if AGL hasn’t contacted you about a meter upgrade, you can request a digital meter installation.    If you’d like to enquire about a digital meter, or a product or service that may require a digital meter, simply contact us.  
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Solar Command Check is available to eligible customers via My Account.   To be eligible you must: Be an AGL customer Have a solar system installed at your premise but no battery Have a smart meter with a minimum 30+ days of data from that smart meter Not already be a Solar Command user.   When signing up for Solar Command Check you will need to provide details about your solar system size, number of panels and year of installation.   My Account is AGL’s online portal for the management of your energy account – you can view and pay your bill, track energy use and update your details. If you are not already signed up to My Account you can do that here.
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Yes - digital meters are equipped with remote functionality to disconnect and reconnect, as well as features to protect against hazards such as electric shock and fire damage.   If you do not wish to have remote communications enabled on your digital meter, you can request this at the time of installation. Additional charges may apply for digital meters without remote communications and some products or services may not be available.
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Digital meter data is secure and confidential. There are strict guidelines in place for the protection of this information, whether it’s collected from your existing meter or a digital meter. The collection, use and disclosure of metering data is also subject to strict confidentiality rules, and access to electricity usage data and other information is restricted.   By law, metering data can only be accessed by customers, the meter reader, your energy retailer and others who are entitled to it (e.g. authorised bodies, distribution networks or third party service providers with your consent).   AGL and other retailers must comply with the Privacy Act Cth. (1988), which includes the National Australian Privacy Principles; these principles set clear restrictions on the use, disclosure and storage of personal information.   Any personal information that AGL holds will be handled in accordance with our Privacy Policy, which is maintained at agl.com.au/privacy. 
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Digital meters are not dangerous. All digital meters installed are regulated by the Australian Communications and Media Authority (ACMA) and have frequencies similar to common household electronics like mobile phones and televisions. The Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) sets exposure limits and concludes that ‘no scientific evidence exists that low levels of radio-frequency electromagnetic energy exposure from digital meters causes any health effects or symptoms of ill-health' http://www.arpansa.gov.au/RadiationProtection/Factsheets/is_smartmeters.cfm   For more information, visit:   NSW: Are smart meters dangerous to my health? SA: Smart Meters QLD: Digital Meters VIC: Smart Meters Safety 
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After 1 December 2017, when the new rules take effect, all customers with new homes will have a digital meter installed. Simply contact us to arrange.
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Once AGL has confirmed details of a digital meter installation at your property, a qualified electrical installer will be sent to complete the installation. Sometimes during the process, an issue (commonly called a ‘site defect’) is discovered which prevents the installer from continuing immediately with the job. This could include the discovery of electrical issues or on-site contaminants, like asbestos. If this occurs, the meter installer will provide you with information outlining the site defect, why it prevented installation, who is responsible for rectification works and who you should contact to discuss the matter further.    Note that wiring issues associated with the circuitry in the home, the switchboard and the meter box remain the responsibility of the homeowner. 
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To calculate your solar status we take into account your system details (system size, number of panels and year of installation) and your net import and export energy data from your home’s smart meter for the last 30 days. We then continuously run this data through patented algorithms and other reference data sets to provide you with an estimate of how your system has been performing for the last 30 days in comparison to what we expected.
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Yes – having a digital meter should not prevent you from transferring to another retailer.  If you experience any difficulties, start by contacting your existing retailer.   If you continue to experience transfer issues, the independent Ombudsmen in your State may be able to help. 
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Solar Command Check is a daily solar health check, based on your home’s smart meter data for the previous 30 days. It lets you know if your system is producing solar energy or if we think there might be a problem via the presentation of two status: Green or Amber.   Green means your panels are producing solar energy and Amber indicates there could be a problem with your system. In both instances we provide support and guidance about how to maintain your system to maximise your investment or advice on how to resolve any problems.
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No – if AGL has contacted you to offer a digital meter upgrade, you’re not obliged to accept the offer and can continue to use your existing meter if it functions accurately.   Note that from 1 December 2017, if your existing meter is found to be faulty or has reached its typical end-of-life, you must follow your retailer’s instruction and provide safe access for the installation of a digital meter.
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Yes - simply contact us to discuss the options available.
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Pro-rata billing happens when our energy rates change during your billing cycle. For example, if the new rate begins on day 20 of a 30 day billing cycle, there are 10 pro-rated days on the new rates and 20 pro-rated days on the old rates. To work out your bill, we calculate your daily average energy use for the billing period. From this, we can work out your usage on both old rates and new rates, which are added together to make up your bill.
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Digital meter data is secure and confidential. AGL and our metering service providers must adhere to tight privacy controls and compliance with the Privacy Act Cth. (1988) and the Australian Privacy Principles, which cover the collection, use, disclosure and storage of personal information.
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