Knowledge Base

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

Sort by:
The AGL Rewards program is free to our valued customers. It is our way of recognising, rewarding you and saying thank you for being an AGL customer.   From ordering discounted gift cards and movie tickets to booking amazing holidays at the hottest prices, it’s the place where you’ll find treats for you, your family and friends for less.
View full article
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 My Account.   We’ll contact you once your transfer is complete, so you can log in and see it all for the first time.
View full article
Yes. The following customers will be exempt from paying the new paper bill and/or over-the-counter (OTC) fees: • Staying Connected Customers • Customers registered for a Concession  • Life Support Customers • Customers receiving large print bills • Some multisite customers • Builders defined as a recognised ‘premium builder’ under AGL’s accredited New Connections portfolio
View full article
You’ll find new bills, along with all of your old ones, by clicking on the ‘Billing’ tab on the ‘Overview’ page (that’s the page you’ll first see after you log in to My Account).
View full article
Log in to My Account, click on ‘My Account’ and you’ll see an approximate date for your next scheduled meter read in the bottom left hand corner under 'My Current Plan'.
View full article
Log in to My Account, click on ‘Manage Account' at the top of the page. This will take you to the account management settings where you can edit your contact details and login details and more. To update your name or date of birth, call us anytime 24/7 on 131 245. A member of our customer service team can verify who you are and help you out.   If you update your email address, you’ll need to use it to log in to My Account. You’ll also start to be sent your energy bills to this new email address if you’ve registered for eBilling.
View full article
Like with analogue meters, all new digital electricity meters are owned, read and maintained by the meter provider. If or when we offer to install a digital meter at your home or business, it will remain owned by Active Stream, a subsidiary company of AGL.
View full article
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.
View full article
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.
View full article
Only if you live in Queensland.   However, no matter which state you live in, please remember to switch off your electricity supply at the meter using the main switch before we can make the connection. This may happen as early as 7am on your requested date. 
View full article
You might not have access to My Account if you have: Life Support registered against your account An unmetered account A Commercial & Industrial account A bulk hot water account. If you’ve recently switched to AGL in the last 2 business days, please wait for your Welcome Pack to arrive before you register your account with My Account. It’ll have your new account number which you’ll need in order to complete your registration form. For help registering for My Account, call us anytime 24/7 on 133 835.    
View full article
If you receive a paper bill from AGL you may incur a fee of $1.75 per bill (including GST). You can avoid this fee by opting for eBilling, which has other benefits including speed of delivery.   Exemptions from the paper bill fee can be found here.   Access your bill straight from your email inbox and avoid paper bill fees simply by switching to eBilling. To sign up to eBilling and stay organised and clutter free, visit agl.com.au/ebilling   We have a number of alternative secure payment options, which you can find on the AGL.com.au website or by calling 131 245.
View full article
If you’re looking to save energy and reduce your energy bills there’s more to it than just switching appliances off. You also want them to run as efficiently as they can while they’re on. That’s why energy ratings are important.   An appliance with a good energy rating uses less energy than one with a less efficient rating, and can save you money in the long term on your energy usage.   What is an energy rating?   You’ve probably seen the energy rating stickers on the front of many common appliances.   The Energy Rating Label or ERL system is a joint initiative of the Australian Commonwealth, state and territory governments, as well as the New Zealand government.   It allows you to quickly compare the energy efficiency of similar appliances.   The sticker shows from one to six or ten stars. A higher number of stars means the appliance is more energy efficient. It also shows an annual energy consumption figure in kilowatt hours (kWh) per year.   Why should I pay attention to energy ratings?   The Energy Rating Label allows you to consider the energy consumption of an appliance in addition to its price and other features.   Appliances can account for up to 30% of a home's energy usage. So, using an energy-efficient appliance can save you energy and money on your energy usage and helps you do your bit to reduce greenhouse gas emissions over the lifetime of the product.   Do appliances with good energy ratings cost more?   Not necessarily. Pricing depends on the appliance’s features and brand as well as the energy rating. Sometimes models with high star ratings can cost more. However, choosing a cheaper product with a lower star rating could end up costing you more in running costs (ie. energy usage costs) over the longer term.   You can use the energy label like a " second price tag" to help you decide which appliance to buy, and consider how much it might cost to run.   And, depending on where you live, there could be  rebates available to assist you with purchasing more energy-efficient appliances.   Which appliances can I compare?   The energy rating label is mandatory for appliances including:   Air conditioners. Clothes dryers. Washing machines. Computer monitors. Dishwashers. Freezers. Refrigerators. Televisions. While energy ratings are important in making an informed decision about which appliance to buy, the way in which you use your appliances also makes a difference to energy consumption.   AGL offers energy-efficient Smarter Living appliances – from heating and cooling to hot water and lighting. An AGL Home Energy Check Up could also help.   Find out more about making sure appliances are energy efficient.   ~Authored by Emma Sorensen  
View full article
UPDATED 17th October 2017    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.    There appears to be a 2-5 day delay in the data that some customers are receiving. Our technical teams are investigating this at the moment and we will provide an update here as they unfold.      Thank you for your patience throughout this time, and please accept our sincere apologies for any inconvenience this has caused.                                                                         
View full article
We all know renewable energy is the way forward. And if you want to do your bit for the environment as well as your wallet, talking to AGL about installing solar could be the answer, because of many benefits.   How does solar energy work?    Solar panels, also known as photovoltaic panels (PV panels), convert sunlight into energy. This energy is then converted into electricity using an inverter. The electricity either powers your home energy needs or can be fed back into the grid.   How solar can reduce your energy bills   Installing solar energy can help reduce your energy bills in two key ways:   You’re generating power yourself, therefore you’re reducing the amount of power you need to buy off the grid. You could be entitled to a tariff for any excess power you sell back to the grid.   The key environmental benefits of solar   AGL uses solar panels which are high quality, efficient and long lasting.   Any energy used to manufacture or install the system is typically paid back many times over with the energy it produces over its lifetime.   And, once installed, solar energy does not produce any greenhouse gas emissions.   The costs of solar energy   There is an initial outlay to install solar energy (either electricity or hot water). However, you may find these establishment costs are covered by the savings you make over time in energy costs.<   If you pay for the solar system upfront, you can start saving immediately. If you don’t have the finances to pay upfront, AGL offers flexible finance to make it easier to enjoy solar.   And, depending on where you live, if you feed excess electricity back into the grid you could be entitled to a credit.   There are also government incentives available for installing renewable energy like solar, including the Small-scale Renewable Energy Scheme (SRES).   AGL is Australia’s largest non-government owner and operator of renewable energy assets. And when it comes to solar energy we don’t believe one size fits all. We provide expert advice and tailor solar solutions specifically for you that take into account your particular property, energy consumption and your budget.   Visit our solar energy page to find out how we can tailor a solar solution for your property or to enquire about a free quote. Or, you can always call us on 1300 377 118.    
View full article
Customers and non-customers should be aware of an AGL-branded email scam that is  falsely claiming to be from AGL. The emails are presented as an eBill and may include a heading that includes "Credit card autopay rejection". Screenshots are posted below.   The link asking you to ‘re-register your credit card autopay details’ takes you to a non-AGL website which is a scam website.   AGL will never email you to ask for your personal banking or financial details.  Also, any email correspondence from AGL will also have the customer’s name and account details, including account number and supply address.   Anyone receiving this suspicious email should: Forward it to spam@agl.com.au. Flag the email as ‘spam’ or junk in your inbox. Delete the email immediately.   Please do not open or click on any links within the email.     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.    
View full article
We know it can be hard to juggle bills and expenses. And there’s nothing worse than receiving an unexpected bill that throws your budget out.   But rather than worry about it, check out AGL bill smoothing to see how we can help take the surprise out of your energy bill[s].   What is bill smoothing?   AGL bill smoothing is a payment plan that creates a regular estimated bill. It works by splitting the estimated total cost of your energy bills over the next 12 months into equal monthly, fortnightly or weekly instalments.   The bill amounts are, as the name suggests, ‘smoothed out’ – or averaged over a year.   What are the advantages of bill smoothing?   Bill smoothing is designed to take the surprise out of your energy bill[s], by splitting the estimated cost into smaller instalments spread over 12 months.   Bill smoothing reduces the impact of seasonal energy use (for example high heating or cooling costs).   It also has the benefit of making your energy costs more predictable and easier to manage, allowing you to plan your budget and cash flow.   Will I still receive statements?   Yes. With bill smoothing you continue to receive account statements on your usual quarterly billing cycle. The statements include information about your energy consumption, so you can monitor how, where and when you use energy throughout the year.   If you are signed up to bill smoothing, we will review your estimated instalments every six months. And we will contact you by phone or mail when your plan changes (either increases or decreases).   How do I set up bill smoothing?   Bill smoothing is available to residential and small-business customers. You can set up bill smoothing by contacting us, or online using My Account. And of course we will confirm all details and instalment amounts with you in writing.   What if I need to cancel a bill smoothing plan?   If you wish to cancel an existing bill smoothing plan, please  contact us. You will need to pay any outstanding amount owing on your account, and you will receive a refund if you have overpaid. If you pay by direct debit, please contact us at least three business days before your next payment is due.   What if I move house?   Your bill smoothing plan will be automatically cancelled if you move house (as your usage will change too). Please contact us if you would like to set up a new bill smoothing plan for your new house – we will be happy to help.   What if my payment amounts have changed?   If you’d like more information about your payment amounts you can contact web chat team here or call us to discuss. However, please note that as bill smoothing payments are smoothed out over a year, you will only ever end up paying for what you use.    What other payment plans are there?   AGL offers a range of flexible billing options with various payment options to suit everyone.   Bill smoothing is a really helpful payment plan that takes the surprise out of your energy bill.   Contact us or visit My Account to sign up.
View full article
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.
View full article
The heating value is used to calculate the amount of energy (megajoules) contained in gas, which is impacted by temperatures and pressures at different geographical locations. AGL needs to calculate your bills by using the heating value, which is provided by your Gas Distributor (they’re responsible for reading your meter, along with the gas pipes and meters in your street).
View full article
The main difference you’ll find with the new-look My Account (previously known as AGL Energy Online) is your ‘Overview’ home page. Once you log in, you’ll see a dashboard that’s easier to read – one that helps makes it faster for you to understand things like how much you’ve used and spent on gas and electricity, or what your next energy bill is projected to be. However, you may find that some parts of the website – like the ‘Usage’ section – are the same as before. So please, keep an eye on the AGL Community as we continue to improve the My Account experience for you. We’ll add more frequently asked questions as we go along.
View full article