Knowledge Base

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

Sort by:
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.                                                                       
View full article
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.
View full article
A supply charge is a daily amount your energy provider charges to supply electricity or gas to your property, and is not related to your usage. To arrive at the supply charge on your bill, we multiply the daily rate by the number of days your energy is supplied.
View full article
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.
View full article
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.  
View full article
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. 
View full article
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.
View full article
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. 
View full article
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.
View full article
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.
View full article
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.
View full article
Solar Command Check is a daily update, based on your home’s smart meter data for the previous 30 days, to let you know if your system is producing solar energy or if we think there might be a problem. To do this we estimate your solar energy production, compare it against expected production for a system of your size, age, location, and provide an indication of its performance.   This is only an estimate due to the limited amount of information we have about your system.   Solar Command is a real time solar monitoring subscription service. It remotely monitors your system’s energy production and household energy consumption, calculates your estimated savings, shows how much solar or grid energy you used, and provides this all via a personalised dashboard. If you subscribe to Solar Command, AGL installs a device on your switchboard to read and record the data required to provide you with this insight.   Details about Solar Command can be found here.
View full article
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.
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
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
If you can’t find what you’re looking for in the Knowledge Base FAQs on the AGL Community, why not ask your own question? That way, once we post the answer for you, it’ll be there to help others looking for the same information.   Otherwise, your best bet is to chat with us online, or call us anytime 24/7 on 131 245 – we’ll be happy to help.
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
  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.
View full article
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.
View full article
 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.
View full article