Knowledge Base

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Between Saturday 20th January 7:00AM to Sunday 21st January 12:00PM (AEDT) we’ll be tinkering around under the hood. We’ll try to make things snappy, but you might experience Community, My Account and AGL App login or registration issues between those times. In addition, the following services will be unavailable:   My Account   Direct debit management Bill Smoothing sign up and view My Wallet Self Service Meter Read Modifying billing, contact details, and concessions Modifying communication and authorised person preferences Delays to usage availability during, and for a time after the outage Solar Command Check sign up will be unavailalble   AGL App   Self Service Meter Read Adding or deleting saved payment methods Delays to usage availability during, and for a time after the outage   AGL Website   Online sign-up   We're sorry for any inconvenience this may cause. In the meantime, you'll still be able to view your usage, as well as view your bills and make payments via My Account and the AGL App. We'll do our best to get our online services up and running again as quickly as possible.
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  Sometimes we might need to estimate your energy usage, rather than organise a read of your meter. There’s a few reasons why this might be necessary. For example, the distributors who read your meter might have trouble accessing it. This usually happens if your meter’s been installed indoors, is behind a locked gate, or is guarded by a pet pooch. If you receive monthly bills, we’ll need to estimate your usage as your distributor usually only provides us with an actual read every two or three months. If you’ve got a smart meter installed, it’ll upload your meter data at 30 minute intervals. Once we get an actual meter read from your distributor, or once you submit a read yourself via My Account or the App, we’ll check and correct your account based on if we’ve charged you too much or too little. If we have charged you the wrong amount, we’ll either include an adjustment on your next bill or resend you an adjusted energy bill. You can tell if your bill is based on an estimate or an actual read by looking at the ‘Reading Type’ or ‘Current Reading’ section on the back of your bill.   Avoiding estimated bills is easy. Just submit your reads online via My Account or the App and we’ll bill you based on those reads. If you’d like to request an actual meter read (a fee may apply), please chat with us anytime.
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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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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.   If you do not wish to have remote communications enabled on your digital meter, you can request this at the time of installation. Additional charges may apply for digital meters without remote communications and some products or services may not be available.
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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.
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We are aware of an unsolicited email in circulation pretending to be from AGL containing the subject title:   “Disconnection Notice”     How to identify whether you have received a legitimate or hoax email   All legitimate AGL disconnection notices will:   Come from the sender address agl@energy.agl.com.au. Any deviation on this address may be a hoax email; and Include your supply address and account number in the email body. If it does not contain these details, it may be a hoax email.   What to do if you believe you have received a hoax email   If you have received a hoax email, please delete it. Do not click on any links or content from the email. If you have clicked on the link and submitted your personal details, please login to these accounts and reset your password straight away and run a comprehensive Anti-Virus Scan. If you are unsure or have any queries about the email, please contact the AGL Help Desk, 24 hours/7 days a week, on 131 AGL (131 245), Option 3. AGL takes the security of your information very seriously. We will never send emails asking you to confirm, update or disclose personal or banking information. 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.
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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.
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We are aware of an unsolicited email that you may have received from AGL containing one of the following subject titles: “OVERDUE INVOICE” “RE: OVERDUE iNVOICE” Whilst we investigate further, if you have received this email please delete it. Do not click on any links or content from the email.   If you have clicked on the link and submitted your personal details, please login to these accounts and reset your password straight away.   If you are unsure or have any queries about the email, please contact the AGL Help Desk, 24 hours/7 days a week, on 131 AGL (131 245), Option 3.   AGL takes the security of your information very seriously. We will never send emails asking you to confirm, update or disclose personal or banking information.   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.
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When paying your bill via BPAY, you will need a biller code and a reference number.   The biller code is one AGL provides, and it depends on your account particulars. The reference number is specific to your account. Refer to the bottom page of your most recent bill, like this to find the biller code:   If you receive your bill via email, you'll find  this information in the detailed PDF version of your bill. In the email, click Download your bill (PDF) -  you'll be presented with your detailed bill, which includes all relevant payment reference numbers on the bottom of the second page.    
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You may qualify if you are a Victorian resident.    The AGL concession discount was introduced on 1 January 2016 to help make electricity bills more affordable for eligible customers who are on a Standard Retail Contract with no discounts. A 15% guaranteed discount off electricity usage charges is automatically applied to customer accounts that meet the eligibility criteria listed below. The discount is received in addition to any applicable Victorian State Government concession, grant or rebate.   Eligibility To be eligible, you must be on AGL’s electricity Standard Retail Contract and are currently receiving a Victorian State Government energy concession on your AGL electricity account. If you no longer hold an eligible concession or are no longer on a Standard Retail Contract, for example you take up a Market Contract Energy Plan, you will cease to be eligible for the AGL concession discount.   How do I know if I am on a Standard Retail Contract? The back of your bill will list ‘Standard Retail Contract’ as highlighted in yellow below.     What happens if I am not on a Standard Retail Contract with AGL? Unfortunately, you will not be eligible to receive the AGL concession discount.   What is the different between a Standard Retail Contract and a Market Contract Energy Plan? Market Contract Energy Plans are specific gas and electricity offers from AGL. These Energy Plans may offer a higher conditional discount (i.e for paying on time) – it’s not always guaranteed. If you are an AGL customer but did not accept a Market Contract Energy Plan, including where you are consuming energy without contacting us to set up an account, then you are on a Standard Retail Contract. This Energy Plan is governed by the applicable energy regulations.   How do I know if I am eligible for a government concession, rebate or grant? Please read the information provided below for each concession, grant and rebate to see if you are eligible.   What happens if I no longer receive a government concession, rebate or grant? You should tell us when you no longer hold a Government concession entitlement or card. Unfortunately, you will no longer be eligible to receive the AGL concession however you may choose a Market Contract Energy Plan that suits your needs.   Who do I contact for more information? For information about AGL’s concession discount please call 131 245, anytime 24/7.   For information about the Victorian State Government concessions, visit the Victorian Department of Human Services website www.dhs.vic.gov.au/concessions or contact the Concessions Information Line on 1800 658 521 (toll-free).
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You may qualify if you are a South Australian resident.    The South Australian Energy Rebate recently increased to $217.90 per year or $ 0.6567 (GST excl) per day. The full amount of the concession you are entitled to will be paid through your electricity bills.   To be eligible you must hold one of the following concession cards: A Pensioner Concession Card or DVA Gold Card (TPI, EDA or War Widow). A Centrelink Health Care Card (including a low income health care card). A Commonwealth Seniors Health Care Card. Receive an eligible Centrelink allowance:   You are eligible to claim a concession if: The address for which you are claiming the concession is your principal place of residence. Your name appears on your electricity bill and You are not living with anyone who has an income of more than $3,000 per year, unless they are your spouse/domestic partner/dependant, or they receive an allowance from Centrelink or the Department of Veterans’ Affairs. How to Apply? In South Australia the Energy Bill Concession Scheme is administered by the Department for Communities and Social Inclusion (DCSI). Your application must be submitted to them directly for processing. For more information about eligibility and application forms, please visit the Department for Communities and Social Inclusion (DCSI) website or call the DCSI Concessions Hotline on 1800 307 758. 
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You may qualify if you are a Queensland resident.    The HEEA scheme provides a one-off emergency assistance to low income households suffering a short-term financial crisis (within the past 12 months) that are unable to pay their current electricity and/or reticulated natural gas bills and are at risk of disconnection.   Eligibility for the Rebate is based on the following criteria: The applicant must be a customer of AGL and be registered on AGL's Staying Connected Program or on a payment plan The applicant must either be a registered concession card holder or- if not a concession card holder- have a base income of no more than the Commonwealth government's maximum income rate for part age pensioners.  To apply, please contact AGL on 131 245 so we can arrange forms to be sent if eligibility criiteria is met. 
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You may qualify if you are a Victorian resident.    The Life Support concession provides additional financial support to customers who require the use of specific in home life support machines. For a machine to qualify it must use at least 1,880 kWh per year. You may be eligible for the Life Support Concession if you have one of the listed approved machines: Oxygen concentrators, Intermittent peritoneal dialysis machines and/or Haemodialysis machines. Customers who have a life support machine that is eligible for concession or any other type of machine prescribed by a doctor for life support purposes, should contact AGL 24/7 on 131 245 to ensure their life support details are added to AGL’s Life Support Register.   Eligibility for the Rebate is based on the following criteria: The account holder must hold one of the following concession cards: Pensioner Concession Card - issued by Centrelink or Department of Veterans' Affairs. Centrelink Health Care Card. Department of Veterans' Affair Gold Card - (for recipients of War Widow or War Widower, Totally and Permanently Incapacitated rate or Extreme Disablement Adjustment rate pensions). The account holder or another occupant in your household require one or more of the eligible medical equipment above to sustain that person's life, and An application form signed by the patient's doctor to verify the need for specific in-house life support equipment. The following cards are ineligible for the Life Support Concessions: Commonwealth Seniors Health Card Victorian Seniors Card "CA" (Carer Allowance) Health Card "FO" (Foster Care) Health Care Card Veterans Affairs White Card for Specific Conditions Veteran Affairs Gold Card Department The application form for this Rebate may be downloaded as follows: Download Life Support Rebate Application Form   Please return completed forms to: AGL Life Support Reply Paid 84146 Melbourne VIC 8001 (No stamp is required)
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You may qualify if you are a New South Wales resident.    The NSW Government introduced the Family Energy Rebate in 2012. It is specifically designed to help NSW family households to pay their electricity bills.   Eligibility and amount of rebate Any electricity customer that resides in NSW and who was eligible for the Federal Government's Family Tax Benefit A or B at any time during the last financial year may be eligible for this rebate.   To be eligible for this rebate, you must be the primary account holder of your electricity account. Reference Table   Eligibility     Rebate Amount Electricity Customer No Concession Card                      No Low Income Household Rebate Family Tax Benefit A or B $180.00 Electricity Customer                 Concession cardholder Low Income Household Rebate Family Tax Benefit A or B $20.00   How to apply? Applications must be completed through NSW Trade and Investment http://www.resourcesandenergy.nsw.gov.au/energy-consumers/financial-assistance/rebates/family-energy-rebate.   You will need the following information in order to complete the application: Your Customer Reference Number (CRN). If applicable, your Department of Veteran Affairs (DVA) number. Your recent AGL electricity account containing all relevant billing information.
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You may qualify if you are a Western Australian resident.     The Hardship Utility Grant Scheme (HUGS) is a State Government scheme which provides financial assistance to help people in financial hardship to pay their water, gas and electricity bills so their supply is not cut off.   AGL will assess whether you are eligible for a HUGS grant based on the HUGS guidelines and our Hardship Policy, and submit an application on your behalf.   For more information, please visit http://www.dcp.wa.gov.au/servicescommunity/Pages/HardshipUtilitiesGrantScheme(HUGS).aspx, ask a question here on the forum or contact AGL.
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You may qualify if you are a South Australian resident.    The South Australian Government introduced the Medical Heating and Cooling Concession to assist South Australians on a fixed or low income who have a clinically verified medical condition requiring the frequent use of heating or cooling in the home to prevent the severe exacerbation of their condition.   The South Australian Energy Rebate recently increased to $217.90 per year or $ 0.6567 (GST excl) per day. It is available to eligible applicants in addition to the current energy concession and is paid directly to customers by the Department for Community and Social Inclusion (DCSI).   For more information about eligibility and application forms, please visit the Medical Heating and Cooling concession page on the SA.GOV website or call the DCSI Concessions Hotline on 1800 307 758.
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You may qualify if you are a South Australian resident.    The Department for Communities and Social Inclusion (DCSI) may be able to assist customers experiencing financial hardship with emergency financial assistance.   For more information and application forms, please visit the Department for Communities and Social Inclusion (DCSI) website or call the DCSI Concessions Hotline on 1800 307 758.
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You may qualify if you are a Queensland resident.    The medical cooling and heating concession is available to assist low-income concession card holders in Queensland who have a medical condition that requires the use of electricity for cooling or heating.   Eligible individuals will be entitled to a concession to assist with increased electricity costs incurred by frequent operation of an air-conditioning unit in order to regulate body temperature. The concession amount will be paid directly by the Queensland Government in quarterly installments by direct payment to an eligible recipient’s bank account.   This concession is administered by the Queensland Government. Please contact the Queensland Concession Services to find out if you are eligible and how to apply on 137 468 or visit the Department of Communities website.  
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You may qualify if you are a Queensland resident.    The Electricity Life Support Concession Scheme provides financial assistance to seriously ill people who use home-based life support systems (oxygen concentrators or kidney dialysis machines) provided they have been medically assessed in accordance with the eligibility criteria determined by Queensland Health.   Customers who have either a life support machine that is eligible for concession or any other type of machine prescribed by a doctor for life support purposes should contact AGL 24/7 on 131 245 to ensure their life support details are added to AGL’s Life Support Register.   For further information about the Electricity Life Support Concession Scheme, please visit the Department of Communities Website or contact the Queensland Concessions Services line on 137 468.   Further information about this Concession can be downloaded here: Electricity Life Support Concession Brochure  
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You may qualify if you are a Queensland resident.    From 1 July 2017, the Reticulated Natural Gas Rebate was increased to $0.1775c per day (GST excl) for a total of $71.30 per annum (GST incl). This rebate is applied as a daily rate on each gas bill. The exact amount of the rebate paid on each bill will depend on the number of days in each billing period. To be eligible, customers must hold one of the following concession cards: Pensioner Concession Card – Centrelink or Department of Veterans' Affairs. Queensland Government Seniors Card. Department of Veterans’ Affairs Gold Cards - for recipients of War Widow or War Widower, or Totally and Permanently Incapacitated rate pensions.   A concession can be claimed only if: The name on the energy account matches the name on the concession card. The address is the account holder's principal place of residence. Cardholders are eligible to claim the rebate for premises where they live alone or share the home with: Their spouse. Other persons who hold a Pensioner Concession Card or Queensland Seniors Card. Other persons wholly dependent on them. Other persons who receive an income support payment from Centrelink, the Family Assistance Office, or the Department of Veterans’ Affairs and who do not pay rent. Other persons who live with the cardholder to provide care and assistance and who do not pay rent. Applicants must also declare that no other persons except casual visitors share the residence with them.   The following cards are ineligible for the Reticulated Natural Gas Rebate: A Health Care Card for Child Disability and Foster Care issued in the name of the child. A Department of Veterans' Afffairs Gold EDA Card. Commonwealth Seniors Health Care Cards.   For information about Concessions visit the Queensland Government website at https://www.communities.qld.gov.au/communityservices/community-support/queensland-government-concessions
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