Moving, Meters and Connections

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Visual inspections are only required if you live in Queensland. The distributor (who looks after the poles, wires and gas pipes in your area) requires a visual inspection of your meter to ensure that your meter is safe.
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Exit fees apply if you are in a fixed term contract with AGL and you cancel this contract whilst still in the contract length. If you take AGL with you to your new address, this exit fee may be waived.  
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If you have organised your move with us and there is no electricity or gas at your new home, please contact us. If you haven’t arranged your move, you can do this online, or contact us so we can start the process as quickly as possible for you.
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Installation timelines vary between states:   New South Wales For service line and meter installations, a standard quote will be provided in five business days, and a non-standard quote provided in 10 business days. After you accept the quote, the Distributor will determine the timeframe for the installation.   For meter-only installations, once you have accepted the quote, your gas plumber will advise on installation timelines.   Victoria   It may take up to 30 business days for service lines and an additional three business days for meter installation. If you are requesting a service line installation, this is usually the longest step in the process, due to site and weather conditions. The Distributor must install the service line before the meter can be installed.   Queensland   It may take up to 20 business days for service lines and an additional three business days for meter installation. If you are requesting a service line installation, this is usually the longest step in the process, due to site and weather conditions. The Distributor must install the service line before the meter can be installed.   South Australia   It may take up to 30 business days for service lines and an additional three business days for meter installation. If you are requesting a service line installation, this is usually the longest step in the process, due to site and weather conditions. The Distributor must install the service line before the meter can be installed.   Western Australia   Mains construction may take up to eight weeks. For service lines, it is three weeks for new build dwellings and one week for existing dwellings.
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If you live in Victoria:  Your Distributor (the company responsible for the poles, wires and meters in your area) and Meter Provider (the company responsible for the meters in your area) are responsible for visiting the site and installing the meter. In most cases, it should take between 15-30 business days to complete a standard work request. If you live in New South Wales / South Australia / Queensland: For a new meter installation, a meter provider will install the meter within 6 business days or on a specific date agreed with you after the Distributor (the company responsible for the poles and wires) has completed the connection/supply work.   The installation is subject to the following pre-conditions: You have an agreement with us to install the meter A safe environment (nothing to prevent installation such as a loose switchboard, exposed wires or a point of attachment that is too high or low). Clear access to the meter box Unlocked gates  Installing the meter will not disrupt another customers electricity supply
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We will update you with an SMS once the work request is accepted by your Distributor or Meter Provider. Your site must be accessible for the Distributor or Meter Provider to carry out the request.
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If you're not sure what your property requires, get in touch with our New Connections team on 1800 680 430.
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There are three types of gas installations that you can apply for:   A mains construction is where there is no existing gas mains available in the street. A service line installation is where there is no existing gas line connected to the meter box. The service line must be in place prior to a gas meter being installed. A meter only installation is where there is an existing service line installed, and only the physical meter is required.
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We’ll contact you if your request attracts any non-standard charges. It's important to know that if your distributor can't access your home or business for any reason at the agreed time, this may incur a penalty fee, which you will be responsible for.
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You'll need to make sure that they can access your site. This means:   A clean site, free from rubbish Clear access to the meter box Unlocked gates.   If your site is not in a satisfactory condition, the distributor, metering provider or technician will attempt to speak to the site contact and alert us to advise of any issues. If we are contacted, we will then notify you.
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We can update you with an SMS once the work request is accepted by your Distributor. Your site must be accessible for the Distributor to carry out the request.
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It can take up to 10 business days to complete the removal, and up to five business days to update you on your request status.
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Because fees vary according to the work required and the Distributor operating in your area, we are unable to quote a set fee. Charges are set by your Distributor and passed on by AGL.   While your acceptance of any standard fees is required as part of your application, if your Distributor classifies your fee as non-standard, we will get in touch before proceeding.
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Depending on your state, you may have to pay a charge for your final gas or electricity meter reading. Your distributor will bill us, and we’ll pass-through to your final bill. You can view the details on our Fees and Charges page.   If you would like to disconnect your gas or electricity, you can get in touch with our web chat team here. 
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We’ll notify you if we're planning an upgrade to your current meter, at which point, you can contact us to opt out. However, opting out of a current or future new meter deployment won’t stop you from receiving a digital meter if your current meter needs to be replaced for technical, regulatory or maintenance reasons.   For more information, see the Australian Energy Regulator’s Smart Meters and You Fact Sheet.    
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When we exchange meters or in some cases for other meter works, we may need to disrupt your electricity supply for a short period. The letter you received is your notice of the expected time and date when the technician will visit your property and the disruption will occur.   If there is safe and clear access to your meter, there's nothing you need to do – you don't even need to be at the property unless you have Life Support Equipment. If Life Support equipment is present, we require you to be at the property to confirm supply is completely restored after the meter is changed. For more information see our Customer Charter.  
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Where we exchange your existing meter for a digital meter, you won’t have to pay for any upfront standard installation costs. In some cases, following a visit from our meter technician, you may be asked to undertake remedial works at your own (or your landlord’s) cost to ensure the site is safe, accessible and suitable for a new meter installation.
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To get started, here's what you should have ready to go:   a form of a personal identification, such as your driver's license, Medicare card, or passport a valid email address your flybuys number if you want to receive points for signing up and paying your bill   Once you're ready, choose an electricity or gas plan that suits your needs and complete the online application. Or for more information, contact us.   
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Yes. If you have a basic meter, a self service meter read will allow you to get usage updates and projected bill information at any point in your billing cycle.    Self service meter reads are not available if you have a remotely read digital meter, as these provide almost real-time electricity usage data. However, if you have a smart meter installed, electricity readings are automatic and do not need to be manually read.   See our guide to reading your own energy meter   Learn how to submit a reading using the AGL Energy App.  Learn how to submit a reading using My Account.    Find out more information about Self Service Meter Read Still need help reporting your monthly meter read? Contact us.
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Power of Choice is a government-led, industry-wide program to provide consumers with more opportunities to make informed choices about the way you use electricity products and services.
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