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. Register LCD Description F03D 01 Standard Current Date and Time 1E00 03 Net Export Wh Total IE10 13 Net Import Wh Total Meter type ‘MK7C’ – One phase, one element: LCD Description 01 Standard Current Date and Time 03 Net Export Wh Total, Cumulative Total, Unified 13 Net Import Wh Total, Cumulative Total, Unified Meter type ‘MK7A2’ – One phase, two element: LCD Description As Per Configuration 01* Standard Current Date and Time 03* Net Export Wh Total 13* Net Import Wh Total 07* Export Wh Load (Gross Solar in case of PFIT) 43 Import Wh - Controlled Load 53 Export Wh Total - General Light and Power 63 Import Wh Total - General Light and Power *Some of the older meters will only have 4 LCD displays (01, 03, 07 and 13)
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). For example: 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.
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
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.
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.
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.
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
*UPDATE - 03/10/16 (2:04pm) - The South Australian Government has a 'Extreme Weather Events' webpage that features information that can help, such as current weather warnings and Emergency Relief Grants that are available to people impacted by the storms: https://www.sa.gov.au/topics/emergencies-and-safety/extreme-weather-event-14-september -------------- UPDATE - 29/09/16 (1:38pm) - AGL is working with industry bodies to restore power supply to its customers South Australia. We are in contact with our local community partners on how we can provide help. Customers in financial hardship should call us on 131 245 to discuss support available. If you are on life support or at risk of a medical emergency should we suggest you call 000 or go to their nearest hospital. --------------- AGL Energy Limited (AGL) has activated its emergency recovery process for customers affected by major storms in South Australia. The process involves the deployment of a specialist customer service team to assist storm victims who have been affected. AGL can help customers get access to community services, arrange for meters to be reconnected at no cost and provide financial hardship assistance. Affected customers should call AGL on 131 245 and indicate they are affected by the SA storms. AGL also is suspending bill collection activity in South Australia while we evaluate the impact. AGL’s Torrens Island Power Station is progressively being brought back into the electricity network under the coordination of the Australian Energy Market Operator (AEMO). At approximately 8.30pm (Adelaide time) the first unit (120 MW) of AGL Torrens returned to service. It is anticipated that the other six available units will return to service over the course of the next two to sixteen hours. The other unit is out for planned maintenance and is not available for return to service. AGL’s wind farms also are on standby to generate, subject to network availability.