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.
All meters have a display or information button (clear or grey in colour) which lets you scroll through its different registers. What you’ll see will all depend on the type of meter you have.
If you live in New South Wales, Queensland or South Australia, you’ll have one of the meters pictured below installed. Have a look to see which one is yours.
Meter type: ‘Mk10D’ – Three phase, one element:
The table below shows meters register, LCD Label and Description.
Standard Current Date and Time
Net Export Wh Total
Net Import Wh Total
Meter type ‘MK7C’ – One phase, one element:
Standard Current Date and Time
Net Export Wh Total, Cumulative Total, Unified
Net Import Wh Total, Cumulative Total, Unified
Meter type ‘MK7A2’ – One phase, two element:
Description As Per Configuration
Standard Current Date and Time
Net Export Wh Total
Net Import Wh Total
Export Wh Load (Gross Solar in case of PFIT)
Import Wh - Controlled Load
Export Wh Total - General Light and Power
Import Wh Total - General Light and Power
*Some of the older meters will only have 4 LCD displays (01, 03, 07 and 13)
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.
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.
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 AGL Energy Online . Check out this Community post that explains this in further detail.
Estimated bills are based on our estimate of your energy usage (rather than an actual read of your meter). There are a number of reasons why this may happen.
For example, we might estimate your usage if your Distributor (who provide your usage information to us, your Retailer) has trouble accessing your meter to read it. This might be because your meter’s been installed indoors, behind a locked gate, or somewhere that’s protected by a dog.
Another common reason for getting estimated bills is that you have chosen to receive monthly bills. Unless you have a digital meter installed at home that gives us your usage information every day, we’re likely to only get an actual read from your Distributor every two or three months.
When we get an actual meter read from your Distributor after giving you an estimated bill, we’ll check and potentially correct your account based on whether we’ve charged you too much or too little. This might lead to you getting an adjusted energy bill down the track. You can tell if your bill is based on an estimate or an actual meter reading by looking at the ‘Reading Type’ or ‘Current Reading’ section on the back page of your bill.
To ask for an actual meter reading (a fee may apply), please call us anytime 24/7 on 131 245.
Digital meters, otherwise known as smart meters, are the next generation of electricity meters, replacing analogue ones. They measure your home’s electricity use in 30-minute intervals, and can send this data automatically to your energy retailer every day using a secure wireless network.
Digital meters allow you to have correct meter readings and more accurate bills, plus they give you the power to track your usage, manage and pay your bills and even set alerts for yourself using AGL IQ in the AGL Energy App.
Digital meters are installed by qualified electricians, and depending on your home’s set up and situation, the installation process normally takes 30 minutes to 2 hours to complete.
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!
1. How does centralised hot water billing work?
Centralised (or bulk) hot water systems are common in apartments and multiple residencies. Each residence will have an individual hot water meter connected to a central hot water system. Customers with centralised hot water are billed for the volume of gas used to heat the water based on the usage recorded by their individual hot water meter (see question 3 for more information on how your usage is calculated and billed).
2. How do I know if I have centralised hot water billing?
You will have an individual water meter for your apartment and a central gas hot water system for the apartment block or units. More information is available from your Body Corporate or Owners Corporation.
Understanding your bill
3. What is the common factor?
So your gas hot water usage can be calculated, the common factor is used to determine the amount of gas (in mega joules) required to heat a litre of water. It is calculated by dividing the total amount of gas used to heat the water (MJ) by the total amount of water (L) used as recorded by the central hot water system. The common factor is provided to AGL by your distributor who is responsible for reading the master meters (these meters are the ones common to the entire apartment block).
4. Why do you multiply my usage by 10 as well as the common factor?
[Information for NSW customers only excluding residents of Wagga Wagga and Tamworth]
If you live in NSW, you may notice that your consumption has been multiplied by 10, as well as the common factor - this is because the hot water meter measures your usage in deciliters (a metric unit of capacity equal to one tenth of a litre).
So in order to calculate your bill, we multiply your individual usage by 10 to determine your usage in litres, and then by the common factor (as the common factor is the amount of gas required to heat a litre of water).
Your Meter Reading = 1111 dl (x10)
Your Meter Reading in Litres = 11110
Gas usage of all units = 57544 MJ
Water usage of all units = 126190 litres
Common factor = 57544 / 126190 = 0.4560107 rounded to 0.456011
Energy (MJ) = 1111 x 10 x 0.456011 = 5066.28 rounded to 5066 MJ
Monitoring your usage
5. How do I read my meter?
On most hot water meters, you’ll see a series of numbers. The black numbers measure whole units and the red numbers measure decimals. By reading the meter at two different points in time (such as at the beginning of the day and at the end) you will be able to determine what your water usage is for that amount of time.
If you pay your energy bills using a credit card, or any card that uses a credit card payment facility, AGL is charged a merchant services fee by your financial institution. This will appear on your next bill as ‘payment processing fee’. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule.
There are other methods for paying your energy bills with AGL that won’t incur a payment processing fee, which you can learn about in the Billing and Payments section of Help and Support.
AGL have partnered with PayPal to offer AGL customers the option to pay their energy bills:
There are no fees to use PayPal
PayPal securely stores your financial information and does not share it
Your PayPal wallet can store a variety of funding sources, including PayPal balance, bank accounts, and credit cards including American Express.
Pay once-off using Paypal
To make a PayPal payment to AGL, click here.
AGL Customers who are registered for AGL Energy Online can also make PayPal payments via the Account Balance & Payment page.
Set-up Direct Debit with Paypal
Direct Debit via PayPal is also available for AGL customers who would like the convenience of Direct Debit and the comfort of having payments automatically deducted via PayPal’s secure payment platform.
To sign up to Direct Debit via PayPal, you must have a PayPal account, and an AGL Energy Online account. Sign up to Direct Debit via PayPal by logging into AGL Energy Online.
If the smell of gas is coming from an appliance on your property, or from pipework near the gas meter, turn the natural gas meter handle to the off position first before you immediately phone your local plumber or gas fitter or, if you rent, your real estate agent.
If you pinpoint the smell is coming from the meter, or if it’s making a hissing sound, phone the appropriate number listed on the Emergencies and Outages page anytime, day or night.
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
Sunverge SIS 11.6
Sunverge SIS 19.4
3-4 bedroom home with a 4.5KW+ solar system
5+ bedroom home with 5kW+ solar system
Solar System Size
Backup Power Output
Indoor or outdoor
Indoor or outdoor
186cm x 86cm x 36cm
186cm x 86cm x 36cm
Ideal daily solar export
>9kWh and <15kWh
Our homes devote a significant portion of their energy usage to heating and cooling. In fact, a third to half of all home energy is used for heating or cooling.
So, in the heat of summer, how can you cool your house yet save energy and save money on your energy bill? Is it better to use a fan or an air conditioner? We’ve got some answers that might help.
Fan vs air conditioner
Chances are you either use a fan or air conditioner to cool your home in summer. But have you ever wondered which is more energy efficient?
In fact, the best way is to use them in tandem – but sparingly.
How much energy does each cooling method consume?
Typically, evaporative cooling costs less to run than refrigerative cooling. Fans are good for personal cooling and are cheap to run.
A fan costs from $8 to $15 per year to run. At the other end, a ducted reverse-cycle cooling system costs from $75 to $120 per year.
So, giving your air conditioner a break and using ceiling or portable fans could save you a significant amount of money.
Are air conditioners bad for the environment?
Not necessarily. Modern, well-maintained air conditioners can be energy efficient. Check the Energy Rating Label to compare them.
Air conditioners do typically use more energy than fans, so to save energy only turn on the aircon when you really need it.
It also matters how you use your air conditioner: keep the thermostat set between 23°C and 26°C, because every degree below 23°C could add 10 per cent to your cooling costs.
Is it better to only cool the room that I'm using?
Short answer: yes. It will cost less and be more effective to cool only the room or rooms that you are using on a hot day. Keep the rest of the house shut up and close doors, windows, blinds and curtains to keep out the heat as much as possible.
What other ways can I save money on my bills during the summer months?
Prepare for a hot day by shutting up the house early on, using fans until you really need the aircon, and opening up the house at night when it cools down to catch the natural breeze.
Draping a wet sheet over an open doorway or window is a natural air conditioner.
Also pay attention to insulation, draughts and passive heating/cooling, and make sure your windows are protected inside and out (for example, by awnings and blinds).
Maintenance is also crucial. At AGL, we recommend an annual service for most air conditioners to make sure they’re running efficiently.
No one likes sweating through the heat, and at AGL we offer a range of energy efficient solutions to keep you cool, including professional installation and helping you choose the right approach for your home. Call us on 131 766 to find out more.
Authored by Emma Sorensen
If you answer yes to the following questions we recommend that you give one of our battery experts a call to discuss how the virtual power plant can benefit you:
Do you own your own property?
Do you have a solar system installed or interested in going solar?
Do you live in metropolitan Adelaide?
Are producing excess solar energy and being paid a feed-in tariff?
Are you buying energy from the grid when solar energy is not available?
Any home that generates sufficient excess solar energy could benefit from participating in AGL’s virtual power plant, by using more of the solar energy you produce. If you are currently on a government solar bonus scheme feed-in tariff, installing a battery will affect your eligibility to access that scheme. You should consider your own personal circumstances when deciding whether to purchase a battery as part of this virtual power plant offer.
You must be an existing AGL Energy electricity customer or wanting to make the switch to participate in this offer, and remain with AGL for your electricity for the term of the agreement. If you’re currently with another electricity retailer, one of our friendly AGL customer representatives can help you make the switch.
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 AGL Energy Online 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.
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
Yes, you can – and it doesn’t matter if you’re signed up to eBilling or get mailed paper bills either.
Direct Debit lets you pay each bill by its due date automatically, helping you to keep on top of them.
Simply head to this page to get started with setting up Direct Debit - just have your account number handy, as you'll need this to sign up. Otherwise, call us anytime 24/7 on 131 245 and we’ll help set it up over the phone.