Knowledge Base

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

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Although your contribution will be charged from within 10 business days of commencing the program, it may not appear on your bill immediately after joining for up to 6 weeks.
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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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Both the SIS 11.6 and the SIS 19.4 batteries are (H) 186cm (W) 86cm (D) 36cm and weigh approximately 300kg.
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The planted trees can be seen from public roads, and while the Yarra Yarra Biodiversity Corridor is set in a fairly remote area 400km north of Perth, July and August is wildflower season and a wonderful time to visit.    
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 Join AGL’s Power Advantage Club to receive updates about AGL product launches and trials so you’re always in the loop. Visit our Energy Storage website and submit your details at the bottom of the page.
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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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Within 10 business days of the date you agreed to join the program.
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If you’ve received your bill and have some questions, the following resources might be helpful in reviewing the amount you need to pay and understanding your energy usage.   Energy bills not what you expected?   Having trouble paying your bill?   Energy saving tips   Your household electricity bill explained – download the bill explainer PDF   Manage and track your usage using My Account or the AGL Energy App.   If you would like to discuss your bill in more detail you can send us a private message on Facebook ( m.me/aglenergy ) including your AGL account number and we'll be happy to assist further.  
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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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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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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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Sometimes updates are made to webpages but the changes can not be seen until you clear your recent browsing history. Follow the instructions below, depending on your device and/or browser.    Mozilla / Firefox Chrome Desktop Chrome Android Microsoft Edge Internet Explorer Safari (desktop Mac) Safari IOS (iPhone)
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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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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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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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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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Yes – but only if your State regulation permits a meter reversion. Contact us and we’ll follow the meter reversion policy in your state.
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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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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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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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