Knowledge Base

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

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Moving?    It’s easy to arrange gas and electricity to be connected at your new home, especially if you’re already an AGL customer.   Simply:  Log in to My Account. Select the 'Move home' button on the right-hand side of the page, and follow the on-screen instructions. Note: If you haven’t already registered for My Account, ensure that you have your recent energy bill handy, and select ‘Register’.   If you’re not an AGL customer, the best option is to complete our online form. It only takes a few minutes, and if you need a hand, you can chat online with one of our consultants.    Please remember to give us 3 business days to have energy connected or disconnected at your home. If you have any questions, please call us anytime 24/7 on 131 245.
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Moving home with AGL is easy.   Whether you are already an AGL customer, or you are looking to join AGL to power your home, you can arrange your move using our online moving process.   Our online moving process takes less than 5 minutes and we guarantee power on the day you move if you provide one business days’ notice.   What is the AGL Move-in Guarantee? If your electricity isn't connected by midnight on the agreed move-in date, you may claim up to $250 credit per day for expenses you have incurred, until your power is connected. Learn more about the AGL Move-In Guarantee here.   Arrange your move online now, or speak to us over the phone about connecting or disconnecting gas and electricity at your new or old place. Please call us anytime 24/7 on 131 245.
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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.                                                                       
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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.
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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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Find out who your local distributor is in your area by using our Lookup Tools:   Distributor Lookup Tool Gas Distributor Lookup Tool From here you will be able to contact the distribution company who are the best to advise as to when the electricity or gas will be restored in your area.    If they are not able to assist you then please call us on 131 245 (available 24/7) and we can see what information that we find out. 
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You need to: Be an AGL residential gas or electricity customer, and; Have a My Account Link your flybuys account, and collect points every time you pay a bill, login or register for My Account. You’ll find Flybuys in the Manage Account section, under Offers   You cannot collect flybuys on ActewAGL, Powerdirect or AGL business accounts.  
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Solar Command Check is a daily solar health check, based on your home’s smart meter data for the previous 30 days. It lets you know if your system is producing solar energy or if we think there might be a problem via the presentation of two status: Green or Amber.   Green means your panels are producing solar energy and Amber indicates there could be a problem with your system. In both instances we provide support and guidance about how to maintain your system to maximise your investment or advice on how to resolve any problems.
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The easiest way to view and pay your bills is to log into My Account.   My Wallet My Wallet contains all the payment methods you’re currently using with AGL. You can select from your saved payment methods for quick and simple bill payments, and you can add or delete payment methods at any time. Visit the Manage Account tab in My Account to access My Wallet.   Direct Debit Direct Debit payment arrangements help make sure your bills are paid on time, every time. Set up Direct Debit with AGL and you won’t have to worry about remembering to make a payment – we’ll send you a bill with your due date and the payment will be deducted automatically from your nominated account on this date. You can easily manage your Direct Debit details with My Account . – just click on the Manage Account tab, then select Direct Debit. Here you can add, change, or cancel your Direct Debit payment arrangements. Any payment methods you set up for Direct Debit will be saved in My Wallet.   If you don't have My Account You can use our secure online bill payment page to pay online with a Visa or MasterCard. Credit cards are charged a payment processing fee fee which will show up on your next bill. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule. You can also register to receive your bills through BPAY View so you can receive, manage and pay them from your financial institution's internet banking website. Visit bpay.com.au for more information. You can find more information about Billing and Payments in Help and Support.
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Simply complete the online form or call us 24/7 on 131 245.   If you’re already an AGL customer, you can organise your gas or electricity connections by registering for and logging in to My Account. Please remember that we need at least 3 business days’ notice to connect electricity or gas at your property.
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Log in to My Account, click on ‘Update my details’ on the left-hand side, update your email address and click ‘Submit’. After that, you’ll need to use your new email address to log into My Account.
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Yes, as long as you’re an existing AGL customer who’s registered for My Account. If so, simply log in to see the progress of your energy connection.
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We’ll send a confirmation email with a reference number to you once you’ve completed the Movers form in My Account. Within 3 business days of successfully submitting the form, the electricity or gas in your new home should be connected by the Distributor, who is responsible for the poles, wires, gas pipes and meters in your area. You can find your Electricity Distributor here, and your Gas Distributor here.   If you have requested a disconnection of your energy supply, the Distributor will conduct a final meter reading within 3 days of the specified disconnection date. If you haven't arranged your connections or disconnections and you require your gas and/or electricity to be connected or disconnected in less than 3 business days, please call us 24/7 on 131 245 so we can start the process as quickly as possible for you. 
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After you’ve linked your AGL account to your flybuys membership, you can either:   Collect 1 point for every $2 spent on your AGL home electricity or gas bills, or; Collect 1 point for every $1 spent on your AGL home electricity or gas bills simply by signing up to eBilling (you’ll receive your bills via email) as well as My Account (which lets you manage your account online, 24/7).
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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'.
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If you have a smart electricity meter that’s remotely-read every day, we can use real usage data to work out your monthly bill.   However, if your meter is read every two to three months and we don’t have actual data to use each month, we use a process to estimate your energy usage that looks at your past energy usage and takes into account seasonal factors. Then, when an actual meter reading comes through, we adjust your account if we need to. If you’re new to AGL and historical metering data is not available, estimates are based on the average energy usage of similar customers over the same period. Customers who are on My AGL Monthly Bill and have a basic meter can give us their own meter read by entering it into My Account . Check out this Community post that explains this in further detail.      
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If you've checked your email inbox and it’s not full, log in to My Account to see that: Your email address has been registered correctly in ‘Update my details’; and eBilling is setup correctly by going into the BIlling section. If you don’t have access to My Account, please call us anytime 24/7 on 131 245.
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By choosing eBilling, you’ll be emailed a secure and temporary link for where you can download an electronic copy of your bill online, rather than being mailed a paper copy. eBills have the same information as paper bills, right down to the messages and inserts that you’d otherwise find in the envelope, and you can pay them using the exact same payment methods. Plus we can email you other important messages about your account, like reminder notices.   Just remember to update your email address if you ever change it, either by logging into My Account or calling 131 245, anytime 24/7. And to keep your information safe and confidential, be sure to use a personal email address that no one else has access to. 
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You can swap to eBilling or paper bills in one of two ways: Make your selection on the My eBill page of My Account; or Call us anytime 24/7 on 131 245.
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As much as we love a good chat, you can now manage your energy anytime using My Account.   Wouldn’t it be great if you could manage your energy account online and save yourself some time? Well, you’re in luck – thanks to our online account management system.   Sure, you can always give us a bell on 131 245 and have a chinwag. But the easiest way to manage your account is with  My Account. This dedicated online management tool lets you handle many account-related issues and tasks that you may have previously dealt with over the phone.   Once you’ve registered, you can log on and perform a number of tasks, such as:   Organise your home or small business move View and monitor your energy usage and bill details View and pay your bills Choose to receive your bills via email and take the worry out of remembering to pay by setting up Direct Debit Check the status of your solar system Update your personal details Track how much energy you are using   My Account is available for residential and small- to medium-business customers, so you can manage everything in one spot. You can even register two online accounts if you have another property, like a holiday home. That’s pretty handy, eh?   There are some details, like your name and date of birth, that you can’t change online. This is because we use those details to identify your account. If for some reason the details we have on file are incorrect, just call 131 245 and we’ll fix the mistake.   If you’re a new AGL Energy customer, you may have to wait a few days for your account to be set up for you to register and log into My Account. Just wait until you receive your welcome pack in the mail and then you're good to go.   Thanks to  My Account, you no longer have to wait on hold to access your account details and make changes – just register and log on. Then you’re all set to manage your account online. It’s as easy as 1, 2, 3.   ~Authored by Mark Gambino
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