Knowledge Base

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

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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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No, all of our current plans come without lock in fees, giving you the freedom to pick whichever plan suits you best.   See here for when an exit fee might apply.
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We’re gradually moving all of our customers from AGL Energy Online onto the new My Account website. You don’t need to do anything – once you have access to the new My Account website, you’ll see a message when you log in.
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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.   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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Ever wish you knew how much your bills were before they arrived? Or that you had the ability to know when and how you are using your electricity the most? With AGL’s digital metering, customers will be able to access all these benefits and more.   Below you’ll find answers to frequently asked questions about AGL’s digital metering.    If your question isn’t answered below, please ask a question here in the community and we’ll get back to you. You can also give us a call on 1300 669 245, Monday to Friday, 9am to 5pm for more info.   Why am I getting a digital meter? We are progressively offering new digital meters to selected AGL customers as part of our plan to provide accurate meter reading and billing capabilities. Initially, we are offering the new meters to customers who have experienced difficulties in having their electricity meters read in the past.   Why is AGL offering digital meters to their customers? Digital meters are the next generation of electricity meters and provide consumers with access to new technologies to help monitor and manage their energy use.   Why does AGL want their customers to have a digital meter? We want our customers to have access to the latest technology to assist them in being able to monitor and manage their electricity usage better. Digital meters will provide more accurate readings and help to ensure more accurate and timely electricity bills. They also provide the opportunity for AGL to deliver faster, better responses to service requests.   What is a digital meter? Digital meters, otherwise known as smart meters, are the next generation of electricity meters. Unlike the previous generation of meters they communicate between your home and your energy supplier using a wireless network.   What are the benefits of digital meters? Digital meters have a range of benefits. Some of these will be available immediately after installation, such as access to our online energy portal called My AGL IQ where you can track your usage, manage and pay your bills and even set alerts for yourself. And you can access all these benefits anywhere, anytime with our free AGL mobile app.   Can I choose not to get a new meter? And how? Yes. While we think you could benefit from a new digital meter being installed, the choice is yours and you can choose not to. If you would like to opt out, give us a call on 1300 669 245.   Is there any cost for the installation? No. If AGL has contacted you to offer a digital meter and your home is suitable for a replacement meter, you won’t have to pay for the meter or for any installation costs. Sometimes, a home may not be suitable for a digital meter. In this case, we won’t perform the installation and you won’t incur any costs.   Will I be charged more for electricity because I have a digital meter? No. The same electricity rates that apply to your analogue meter will apply to your digital meter.   When will I get my digital meter? The installation process is occurring progressively and the dates and times of installations will vary from customer to customer. We will write to impacted customers before the installation is due to occur.   How do you know if my home is suitable for a replacement meter? A technician will perform a home suitability assessment of a range of safety and electrical factors to determine if your home is compatible with a meter upgrade.   What do I need to do to prepare for the installation? We ask that you make sure the qualified installer has safe and clear access to the meter box at your home. To ensure a smooth installation we may also ask you some specific questions ahead of the installation. In some cases it will be helpful for you to provide us with photos of your existing meter installation (if this is the case we will let you know in advance).   What if I’m not home – will the installation still go ahead? If there is clear access to your meter box, the meter installation will go ahead without you being home.   Will I lose power during the meter installation? During the installation, power will generally be unavailable for no more than 30 minutes, however the total installation time may take up to two hours. Safety checks will be completed while the new meter is installed. Please take any advance precautions necessary before the power is switched off (such as with your computer or alarm system).   How long will the installation take? Installation can take generally between 30 minutes and up to 2 hours (depending on how complex the installation is, most exchanges will be complete in around 40 minutes).   I rent my property and not sure if my landlord wants the digital meter installed? We do not need permission from the landlord in order to install a digital meter. We can exchange the meter irrespective of whether you are a renter or not.   Is there only one type of meter? Can I choose the meter? There are different types of meters, each of which is capable of measuring a particular type of electrical installation. Which meter is installed at your property is determined by the electrical configuration at your site (for example, customers with a solar panel will need different metering to customers without a solar panel). We will ensure that you have the right meter for your needs.   What if I have solar? Some solar customers already have digital meters installed. But if you have solar and don’t have a digital meter you can definitely have one installed.   What technology do you use to send the readings back to AGL/ my retailer for billing? The meter data is collected from the meter using the secure 3G wireless communications network.   How often will the meter data be read/collected? After installation, the meter will initially be read four times per day and that data will be sent to AGL at the end of each day. However, as the infrastructure continues to grow, the meters will be read remotely at half-hourly intervals.   Are digital meters accurate? Yes. Our digital meters are rigorously tested for accuracy. Our meters are pattern-approved by the National Measurement Institute to the standard metering accuracy level. In addition, we will monitor and conduct regular testing to confirm the accuracy of our meters.   Can I still take a reading from my digital meter? Yes. The LCD displays the options available to check your electricity consumption. It depends on your meter type how you do this.   There are two buttons on all our meters that will cycle through the key information stored. One type of meter labels the buttons “Connect” and “Select”, the other type has the buttons colour coded Green “for connect” and Clear “for Select”.   In both cases, you simply press and release the Select button to step through each screen of data. Once you reach the last screen the next press will cycle back to the first screen. The screen will have a label number on the left side of the screen, and the reading on the right hand side. The screens are:   01: Standard Time and Date set in the meter. 03: Accumulated read of power used. 13: Accumulated read of power generated and fed into the grid (solar installations only). 07: Accumulated read of off peak load (this screen is only shown on meters that have an off peak hot water service).   What should I do if there is an interruption to my electricity supply? Call your local electricity distributor. In South Australia this is SA Power Networks and their number for faults and emergencies is 13 13 66. For all other states head to this distributor lookup tool to determine yours.   What happens if my meter stops working? If your power is off and it appears your meter is not working, please call your local electricity distributor. In South Australia this is SA Power Networks, and their number for faults and emergencies is 13 13 66. For all other states head to this distributor lookup tool to determine yours.   Will the information on my bill change? The calculation of your bills won’t change. However, as analogue meters use start and end reads and digital meters don’t, this information will change slightly on your bill. When the meter is installed a welcome brochure will be left behind and this will contain some more information on how these changes will appear on your AGL electricity bill.   How can a digital meter help me save money? By recording your electricity usage more accurately and having that information provided to us remotely, you will have access to our online portal My AGL IQ. This terrific online tool will show you your actual electricity consumption up to the end of the previous business day. If you are charged different electricity usage rates for different times of the day, by being informed about what times of the day you’re using your electricity, you can identify ways to move your usage to cheaper times of the day to save money. For example, if you run your washing machine during peak times, it will show you how much you used when you were running your washing machine during peak and, if you have cheaper off peak rates, you could consider running it at the off peak times instead which will save you money.   There are also other appliances available for purchase, such as in-home displays, that can track your usage in real time.   Is my consumption data information secure and will it remain confidential? Yes. Digital meter data is secure and confidential.   No customer names or addresses are attached to the transmission of meter data. The meter number and NMI (National Meter Identifier) are matched up with customer information only after it has reached the central data station, which is hardened and secured.   We also ensure consumption data remains private via tight privacy controls and compliance with the Federal Privacy Act and the Australian Privacy Principles (APPs), which cover the collection, use, disclosure and storage of personal information. For more details, our Privacy Policy can be viewed here.   Will AGL sell my electricity use information to third parties? No. By law, your consumption data can only be accessed by the meter reader, your energy retailer, and others who are entitled to it under the law (such as distribution networks, and other people who you specifically authorise).   Will the remote reading interfere with other devices (phones, TV or radio)? No. The digital meter operates at a low frequency and power level and will not interfere with any other equipment.   Do digital meters meet Australian Safety Standards? All digital meters meet the electro-magnetic exposure limits set by the Australian Communications and Media Authority. The meters have lower emissions than many other every day devices such as phones, microwaves and baby monitors. The digital meters being installed meet current Australian Standards including those related to safety.
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You can cancel your Direct Debit arrangement online or by calling us anytime 24/7 on 131 245.
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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. 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 Net Export Wh Total IE10 13 Net Import Wh Total       Meter type ‘MK7C’ – One phase, one element:     LCD Description 01 Standard Current Date and Time 03 Net Export Wh Total, Cumulative Total, Unified 13 Net Import Wh Total, Cumulative Total, Unified       Meter type ‘MK7A2’ – One phase, two element:     LCD Description As Per Configuration 01* Standard Current Date and Time 03* Net Export Wh Total 13* Net Import Wh Total 07* Export Wh Load (Gross Solar in case of PFIT) 43 Import Wh - Controlled Load 53 Export Wh Total - General Light and Power 63 Import Wh Total - General Light and Power   *Some of the older meters will only have 4 LCD displays (01, 03, 07 and 13)
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 Right now, the updates we’ve made to our My Account website (previously known as AGL Energy Online) can only be seen by those customers who log on using an AGL ID – one with a registered AGL email address. So, for the moment, you can’t access My Account using third party log in details. However, as we’ll soon integrate third party IDs (like Facebook and Google) with our website, it won’t be long until more AGL energy customers can enjoy the exciting new features in My Account.
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After you sign up to AGL for gas or electricity, it can take as long as three months for your service to transfer across to us. During that time, we won’t have any usage information to show you in your My Account portal. We’ll contact you once your transfer is complete, so you can log in and see it all for the first time.
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Yes. AGL’s Sunverge SIS 7.7kWh battery is backup power ready, and can help power your appliances in the event of a power outage with additional work completed at your switchboard by a qualified AGL installer. Backup power can be enabled for an additional $650 (GST incl.), and requires sufficient stored energy being available in your battery at the time of a power outage event. During the power outage your battery will not be charged by the solar system.
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Yes. We’ll need your home to stay connected to the electricity grid to be a part of the virtual power plant and help to support the grid. This way you can also power your home in the event that your solar system is not generating enough energy and you have no available stored energy in your battery.
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The agreement to participate in the virtual power plant is for a 5 year period. To participate in the virtual power plant, you must remain an AGL Energy electricity customer for the 5 year term of the agreement. At the end of the period you can choose to exit the agreement. By participating in the virtual power plant you will have a cutting edge battery installed at a great price. If you choose to exit the agreement before the scheduled end date, you will be required to pay an early termination fee. The fee is capped at $5,000 and takes into account the period you have participated in the program and the total value of the products installed. This early termination fee is listed in the terms and conditions provided with your quote.   If you move house, AGL may agree to transfer ownership to the new owner or arrange for your battery to be transferred to your new property at your cost, so you can keep enjoying the benefits.
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Yes. AGL is pioneering the world’s largest virtual power plant in South Australia. The first 150 virtual power plant battery sales will be limited to metropolitan Adelaide homes. Any future battery releases will be further limited geographically and communicated at the time of the release. In the future, innovative ways of producing, storing and sharing energy via a virtual power plant model may become available to consumers in other states. If you don’t currently meet the geographic eligibility criteria for AGL’s virtual power plant, but want to start enjoying the benefits of battery technology, speak to one of our energy storage experts to register your interest – call 1300 760 034. You can also sign up to receive updates on solar energy storage offers and promotions. Simply visit our Energy Storage page, and register your interest to join the AGL Power Advantage Club by submitting your details at the bottom of the page.
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Your battery will come shipped with intelligent energy management software inbuilt and ready to go, to make sure your solar is working hard for you. We use digital technology, developed by Sunverge Energy, to help us intelligently manage your battery. Most of the time, your battery will discharge power to your home so you don’t need to draw energy from the grid. Occasionally, your battery will discharge power to your home or directly to the grid when there is high demand or instability in the grid. Usually this will happen at a time when your battery would be discharging anyway. You will receive your standard Retail Feed-in Tariff (RFiT) when solar energy stored in the battery is exported to the grid.
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By being a part of AGL’s virtual power plant you get a discounted battery price, helping you to enjoy the benefits of battery technology in your home for less. You can also store more renewable energy for use when it’s needed, and AGL can actively manage participating batteries to help reduce demand on the grid when it is struggling – like on a hot day when everyone is turning on their air conditioners. That could be by discharging your battery within your home so you draw less from the grid, or by exporting directly to the grid and paying you your standard Retailer Feed-in Tariff.
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AGL’s virtual power plant makes battery technology affordable for everyday Adelaide households. A battery helps your home to use more of the solar energy you produce when the sun is no longer shining but when your household uses most of its energy – at night, or early in the morning for example. By using more of your solar energy and less peak grid energy, you could help lower your energy bills.
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If you answer yes to the following questions we recommend that you give one of our battery experts a call to discuss how the virtual power plant can benefit you:   Do you own your own property? Do you have a solar system installed or interested in going solar? Do you live in metropolitan Adelaide? Are producing excess solar energy and being paid a feed-in tariff? Are you buying energy from the grid when solar energy is not available?   Any home that generates sufficient excess solar energy 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 Energy 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.
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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.   It works like this – the battery installed in your home stores excess solar energy produced by your system, to use when you need it. This helps you to use more of your own solar energy and less from the grid. The virtual power plant then uses the solar energy stored in batteries benefiting you and your community to help support the power grid during peak usage times. Most of the time your battery will be actively managed to power your home with green energy and help save money on your bills.
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A quote for a standard installation is issued to all customers before a site inspection is carried out. A standard installation includes:   Installation of your Sunverge AC coupled SIS 7.7 kWh energy storage system, including a Schneider XW+ 7048 inverter and access to the AGL’s battery monitoring portal. Full installation on suitable flooring. ‘Suitable flooring’ is a concrete base, with a minimum thickness of 75 mm and free from cracks, that can accommodate approximately 270 kg of weight. Conduit and cabling between the battery location and the switchboard, up to 20 metres. Installation of a battery main switch circuit breaker, control circuit (VT) circuit breaker and two Current Transformers in the switchboard. The switchboard must have sufficient space to accommodate these additions.   A standard installation also assumes:   There is suitable flooring. ‘Suitable flooring’ is a concrete base, with a minimum thickness of 75 mm and free from cracks, that can accommodate approximately 270 kg of weight. That your battery will be installed in a non-habitable internal location, or an external location that is not subject to direct sun for lengthy periods, for example between north-west and north-east (unless determined as a suitable location by AGL). That the cable between the street and the switchboard, and the switchboard itself, complies with current electrical and safety standards. No hazardous materials such as asbestos.   The site inspection may identify that further work needs to be carried out to make your home suitable for a safe installation. If this is the case, you will be issued with an updated quote to accept in accordance with your terms and conditions.
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After hearing your feedback on the old version and discovering the new features you’d like to see, we’ve created a new-look My Account website (previously known as AGL Energy Online) that can make it easier, faster and more useful for you to better manage your AGL energy accounts – anytime, from anywhere.
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