Knowledge Base

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

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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.                                                                         
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    Many consumers might not think about the kinds of lights they use, but understanding the different types available can, quite literally, change the way people see the world. More than that,  knowledge of lighting technology  can save home and business owners thousands of dollars a year.   Two of the most common types of lamps are traditional incandescent lamps, which emit light as a side effect of heat, and LED lights, which give off light as a result of electric currents running through certain materials. They may seem similar, but there are several key ways the two differ.   Construction Fragility: Incandescent lamps use traditional light bulbs made of a vacuum sealed glass orb with a filament inside which tend to be fragile. LED lamps' bulbs use a collection of small diodes in a metal casing with glass housing which, if broken, does not cause the light to stop functioning. Death: Incandescent light bulbs "die" at the end of their lifespan, ceasing to work completely. LED bulbs slowly fade over time. Costs Purchase Price: As LED lamps are a  result of more recent technology , their bulbs are more expensive. A traditional incandescent bulb may sell for less than five dollars whereas LED bulbs can cost up to four times as much or more. Operating Cost: However, the electricity required to run these different bulbs varies widely. The average annual operating cost of one LED lamp in Australia is about $3.62, but an incandescent equivalent costs around $21.90 to operate annually; six times as much. Lifespan: The  average lifespan of an incandescent light bulb  is about 1000 hours. An average homeowner might replace an incandescent bulb once or twice a year. LED lamps are expected to last around 25,000 hours. Bulbs Required: Because of radical differences in lifespan, a homeowner can expect to buy over 20 incandescent light bulbs to get the same amount of light from one LED lamp's life. Performance Brightness: Because of the volume of energy used, the average incandescent lamp gives off over twice as many Lumens as an LED lamp making them much brighter. Color: An incandescent lamp has a Colour Rendering Index (CRI) rating of 100, meaning it can portray colours as they appear in daylight. Higher CRI rating is not to say the lamp makes things look better, only that they more accurately recreate colours as rendered by sunlight. Most LED lamps have CRI ratings of around 80. Major Takeaways   An incandescent lamp works well for those who need bright light from fewer sources that accurately recreates sunlight. However, LED lamps vastly outperform them in terms of associated costs, lifespan, and durability.      
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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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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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Yes! You can call us any time of day or night on 1300 001 190. You can also chat online with us, and use our app to keep track of your usage and billing.
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Yes! AGL offers competitive business gas deals for Small Businesses, which you can check out, and sign up for, online here or call us on 1300 001 194.   AGL also has local business specialists on the ground in Perth, available to discuss your business requirements. To speak to one of our team give us a call on 1300 001 194.
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Yes! Not only do you get a competitive gas deal, but you have access to hundreds of offers via our AGL Rewards program for dining, cinemas, retail, travel, accommodation, and so much more.   Once you’re an AGL customer and AGL Rewards member you can view your exclusive offers here.
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Yes - simply contact us to discuss the options available.
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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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Yes - All digital meters meet the electro-magnetic exposure limits set by the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) and enforced by the Australian Communications and Media Authority (ACMA). Digital meters have lower emissions than many other electrical devices commonly found in households, such as mobile and cordless phones, Wi-Fi modems, microwaves, televisions, and baby monitors.   All digital meters being installed meet current Australian Standards including those related to safety.
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AGL’s energy storage experts conduct detailed research on which batteries best suit Australian conditions and lifestyles. The lithium-ion batteries that AGL has selected are maintenance free, compact and are long lasting, as well as meeting international battery safety standards.
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Yes. If your solar system is not producing enough energy to charge your Sunverge battery, you can power it from the grid. If you wish to have your battery system programmed to charge from the grid, or if you wish to make changes to that program, you will need to make a request through our AGL Customer Services team by phone or email to set up the charging program.
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  In order to maximise savings from a battery, you will need to have enough excess solar to charge the battery each day and enough energy consumption to discharge it each day.   AGL offers a range of sizes to choose from and our AGL’s battery experts will be able to help you determine the best solution for your needs – give them a call on 1300 760 034 (8.30am – 5.30pm AEST Mon to Fri).
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Solar Command is a physical monitoring product attached to your meter board, and a subscription to AGL’s Solar Command digital monitoring portal.
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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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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 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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After signing up to AGL, the following will occur: 1. We’ll send you a welcome pack via mail or email (whichever option you choose) which has all the information you need about your new energy plan, including the terms and conditions, and your rates; and 2. Your previous retailer will send you a final bill to close off your old energy account.
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It’s your Delivery Point Identifier. If you live in NSW, this unique number identifies your gas meter and can be found on the back of your gas bill.
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You’ll see an error message that’ll ask you to try logging in again. If you’ve forgotten your password, click on ‘Forgot' on your My Account log in page to reset your password. If you try to log in using the wrong password more than 5 times, your account will be locked. To unlock your account, call us anytime 24/7 on 131 245. A member of our customer service team can verify who you are and give you access to your account again.
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