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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AGL does not perform installation of your gas meter, we help to arrange it for your property. Installation is performed by your distributor. You can find your distributor using our   distributor lookup tool.   Timelines for installation vary between states.   For NSW customers installing a service line and meter, a standard quote will be provided in 5 business days, and a non-standard quote provided in 10 business days. After you accept the quote, the distributor will determine the time frame for the installation. For meter-only installations, once you have accepted the quote, your gas plumber will advise on an installation time frame.   For VIC customers, 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.   For QLD customers, 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.   For SA customers, it may take up to 30 business days for service lines and an additional 3 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.   For WA customers, 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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AGL does not perform installation of your electricity meter, we help to arrange it for your property.   Installation is performed by your local distributor or meter provider. To find your distributor, use our   distributor lookup tool.   Timelines for installation vary between states.   If you live in Victoria, your distributor and meter provider 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 NSW, QLD or SA, your meter provider will install the meter within 6 business days or on a date agreed with you after the distributor has completed the necessary connection and supply work.   For the installation to proceed you must: Have an agreement with us to install the meter Provide 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) Provide clear access to the proposed meter location Have unlocked gates Not be disrupting another persons electricity supply.
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We will update you via email once the work request is accepted by your distributor or meter provider. Your site must be accessible for them to carry out the request.
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If you're not sure what your property requires, learn more about our  premium new connections  or 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 proposed meter location. 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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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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Absolutely. Digital meter data is secure and all personal information is 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 secured. For more details, view our  Privacy Policy.
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 If there's safe and clear access to your meter, you don't have to be at the property during the installation*. For example, please ensure there are no obstacles around the meter (including debris, vegetation, pests or animals) and that any gates or meter boxes are unlocked. If you have concerns about accessibility of the meter, please contact us ahead of your scheduled visit. *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.
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