Knowledge Base

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

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  We’ve released a free smartphone app to give you greater visibility and control over your energy usage. The AGL Energy app has been launched with Apple iOS compatibility, with planned compatibility for Android devices in the near future.   The new AGL Energy iPhone App lets you stay in control, informed and connected so it’s easier to manage your budget and avoid surprises on your bill.     For solar customers, this also includes a solar monitoring tool that can help you increase system performance and potential savings. Real-time monitoring of both solar production and household consumption. Automatic fault and diagnosis alerts if there’s an issue. Easy to view and understand solar dashboard. If you’re an AGL customer, the AGL Energy App lets you: Track your electricity and gas usage details with summaries and graphs. View your account balance. Pay your bills on the go. If you have an active digital meter you can also: View your electricity usage by day, week, month or year along with a projection of your final bill*. Set usage alerts to avoid surprises on your bill. AGL’s new mobile app is free and is available through iTunes to residential customers on iOS devices.   For more information and FAQs visit: www.agl.com.au/app or ask us a question here!    
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How can I pay my bill?   AGL knows that paying bills is the last thing on your to-do list each day. So we’ve made it easier by giving you as many different ways to pay your account as there are days in the week.   We know that life’s short. Rather than spend it stuck in a queue or digging in your kitchen drawer for your latest bill, we’ve come up with a few handy ways you can pay your AGL account and get back to the important stuff.   From paying in cash at the post office to popping a cheque in the mail, to online options like BPAY and PayPal, there’s a simple option for everyone.   Here are all the ways you can pay:   Direct debit: An automatic arrangement to debit your bank account or credit card for your entire bill on the due date (paying by credit or debit card can attract a payment processing fee. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule. Use your credit card to pay online or by calling 1300 657 386. BPAY: Use your bank’s internet banking system to pay via BPAY, or send bills directly to BPAY View. Mail: Pay your account by cheque or money order, mailed to: AGL Sales Pty Ltd, Locked Bag 20024, Melbourne VIC 3001. Centrepay: Make regular payments directly from your Centrelink payment benefit. Post Billpay: Pay via your local post office or the Post Billpay web page. PayPal: Pay online with your PayPal account.   By far, the easiest way to manage your account is with AGL Energy Online. With this free service you can pay your bill, view your usage history and update your account details.   As well, to help you avoid the ups and downs that come with the changing of the seasons, we created Bill Smoothing.   In a nutshell, we average out your annual energy use across the year and divide that into the same regular weekly, fortnightly or monthly amount. This will ensure you never get surprised when you open your next bill. We also reassess the periodic amount you pay against your actual usage and adjust it if necessary.   We also know that life doesn’t always go to plan. Unscheduled car maintenance, illness or any number of unexpected events can really put a dent in your finances.   Don’t worry. We have dedicated people who can help you get back on track. A specially trained member of our Staying Connected team can discuss your needs and work out the best way to help you manage your account.   For more information visit our website or call us on 131 245.   With a variety of ways to pay your energy bill, flexible payment plans and assistance if life gets a little tough, AGL is here to help.   ~Authored by Mark Gambino
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How do LED lights work?   Did you know that replacing your old halogen downlights with low-energy LED lighting is one of the simplest and easiest things you can do to save energy in your home and reduce your power bill?   What is LED?   LED stands for light-emitting diode. To get technical, LED is a semiconductor that converts electricity into light. It’s one of the newer technologies available in energy-efficient lighting.   How long do LED lights last?   LEDs last a long time compared to traditional incandescent (think Thomas Edison) or halogen lights.   AGL uses high quality LED downlights that come with a three-year manufacturer’s warranty and have an average life span of between 15,000 and 70,000 hours.   How can a light bulb be energy efficient?   It’s estimated LEDs use approximately 85 per cent less energy than halogen or incandescent lighting. So, installing LED lighting can really reduce your energy consumption and ultimately lead to savings on your energy bill.   What is the difference between LED, halogen and incandescent lighting?   The main difference between LED and halogen and incandescent lighting is energy efficiency. LEDs are longer lasting and cost less to run.   Depending on the type used, LEDs can last 30–50 times longer than traditional incandescent lighting. They’re also smaller, and can be faster-switching depending on the light fitting.   Also, compared to halogen lighting, LED downlights are safer, as they have a lower risk of fire because they run at lower temperatures.   Are there any other energy-efficient lighting alternatives?   You can get a variety of energy-efficient lighting, such as eco-halogens or compact fluorescent tubes. However, LEDs still beat the rest for energy efficiency and longevity.   Note that many kinds of incandescent bulbs are no longer available, having been phased out by the government from 2009.    To see how much you could save by switching from halogen to LED downlights visit our online calculator.   At AGL we can supply and professionally fit a range of LED lights. You can find more information about LED lighting and other AGL Smarter Living products here, or by giving us a call on 131 766.   ~Authored by Emma Sorensen
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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 offer 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 up-front you start saving immediately. Paying upfront for a solar power system or interest free finance may not be suitable for everyone.   AGL does have a solar smart plan which features the benefits of solar for $0 upfront, with low, long term solar energy rates. AGL will also guarantee the minimum amount of solar energy production and maintain the system.   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.  
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We've expanded our Power Advantage range of energy storage devices with two larger size batteries for residential customers.   The new offering suits a wider range of households and home energy uses, giving residential customers more control in managing how they generate and use their energy, helping to reduce energy bills.   AGL is today introducing two new batteries with storage capacities of 11.6 kWh and 19.4 kWh catering for bigger solar PV (photovoltaic) systems and larger household consumptions.   The two new batteries are manufactured by Sunverge, a San-Francisco-based leader in solar and battery storage solutions. Both batteries have been through AGL’s rigorous testing standards to ensure they are suited to Australian conditions and are backed by a 10 year warranty. The new batteries also include an inverter with installation included.   AGL’s Power Advantage range now covers solar PV systems from 4 kW to more than 5 kW in size and enables a solution for most types of households and energy usage. AGL has plans to continually develop its suite of products and offers a range of payment methods to cater to a wide range of home and business sizes and types.   For more information visit the AGL Solar website or call 1300 760 034.                                       AGL Power Advantage Range Product Large Extra Large Battery Sunverge SIS 11.6 Sunverge SIS 19.4 Typical household 3-4 bedroom home with a 4.5KW+ solar system 5+ bedroom home with 5kW+ solar system Capacity 11.6 kWh 19.4 kWh Usable 9.9 kWh 16.5 kWh Solar System Size 4-5 kW* 4-5 kW* Power Output 5 kW 5 kW Backup Power Output 6.8 kW 6.8 kW Install Location Indoor or outdoor Indoor or outdoor Lifecycle 7000 cycles 7000 cycles Warranty 10 years 10 years Dimensions 186cm x 86cm x 36cm 186cm x 86cm x 36cm Ideal daily solar export >9kWh and <15kWh >15kWh      
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A power outage can be inconvenient and frustrating, but here are a few ways to make it easier to cope with.   Experiencing a total loss of power can be a frightening thing. You could be watching TV or having dinner with the family, when suddenly you’re plunged back into the Dark Ages. Not fun.   First of all, don’t panic. Unless there’s a major emergency in your home or the local area, power outages are usually temporary.   If you think the outage poses a threat to your life or property – like a powerline has come down outside – immediately call 000 and talk to an emergency operator. They’ll provide instructions on what to do next.   If it’s not an emergency, stick your head outside to see if there are any other lights on in your street or area. If it’s just you, you should be able to see streetlights or other people’s house lights. Knowing this can help you swiftly find out why you’ve lost power.   There are a number of companies that supply electricity to various areas. You can use our electricity distributor lookup tool to find out who distributes power in your area. The companies are:   Victoria (electricity), New South Wales (gas): Jemena Electricity – 131 626. Victoria: United Energy – 132 099. Victoria: CitiPower – 131 280. Victoria: Powercor – 132 412. Victoria: AusNet Services – 131 799. Queensland: Energex  – 13 62 62 South Australia: SA Power Networks – 13 12 61. Your distributor is the first place to call to report your fault and have it investigated.   If you have access to the internet on a phone or tablet, you can visit our page on Emergencies and Outages, which will tell you if there’s a fault or emergency in your area. Rest assured that if the issue lies with us we’ll be doing everything we can to restore services as soon as possible. Check back regularly to see the status of the outage.   Planning ahead   So as not to get caught unawares by a power outage, a good thing to do is keep an AGL bill around, like on the fridge or in your bottom kitchen drawer. On the front of your bill you’ll find a Faults and Emergencies phone number. Also, keep a torch handy – either by the front door or on a key ring. There’s nothing worse than bumping your shin on a piece of furniture when moving around in the dark. This can also help you find the Faults and Emergencies contact number on your bill.   By following these simple tips you’ll be out of the dark as soon as possible.   ~Authored by Mark Gambino
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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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There are scam emails currently circulating that pretend to be from reputable energy companies, which claim you owe money for an outstanding gas or electricity bill and ask you to click on a link to view your account or to make a payment.   They often involve you being illegally contacted by an individual or company who pretend to be from AGL and who try to gain your personal information by falsely saying things like: Your AGL energy bill is overdue and you need to share your credit card or bank account details to avoid being disconnected; or You’ve been overcharged and we need your credit card in order to refund you. These are just two examples, but if you receive a phone call or email that’s similarly unusual or suspicious that asks for your financial information, please do two things: Ignore it; and Call us directly on 131 245 to check whether we have been trying to contact you. If you’ve provided your details on a website, by email or over the phone, and you believe you may have been a victim of fraud, please contact your financial institution immediately. Remember, AGL will never send you emails asking for personal banking or financial details. How the scams work:   You receive an email from a reputable energy company claiming that you owe them money. The email may appear to come from a department like the 'Accounts Receivable Team' or 'Accounts Payable'. The email may contain the subject title 'Your AGL Bills Update ✔'. The email may or may not be from your current energy provider. The email may claim that you have exceeded your energy consumption limit and need to pay or even that you are eligible to use a discounted energy tariff if you click on the link. The email may direct you to click on a link to view your account, pay your bill or download an attachment. If you click on the link, your computer may be infected with malicious software and your identity compromised. If you 'pay' the amount, you will lose your money and may have your credit card details stolen.   How to protect yourself:    If you receive a suspicious email for outstanding energy usage - delete it immediately. If you're not sure if this is a scam, contact your energy provider with the contact details from their website and not from the email. Look out for tell tale signs of a scam email, including spelling mistakes and poor grammar. Never click on the links from suspicious emails and delete them immediately.    For more information visit the Scam Watch website.
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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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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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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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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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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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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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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.
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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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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.
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Yes. Solar Command installation and hardware is included in the cost of subscription.
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Solar Command will send you an automatic fault alert if your system has turned off, or is no longer communicating. Speak to an AGL Solar Command expert on 1300 356 363 to help get your system back up and running.
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No. We can fit Solar Command to AGL or non-AGL solar systems!
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