Customers and non-customers should be aware of an AGL-branded email scam that is falsely claiming to be from AGL. The emails are presented as an eBill and may include a heading that includes "Credit card autopay rejection". Screenshots are posted below.
The link asking you to ‘re-register your credit card autopay details’ takes you to a non-AGL website which is a scam website.
AGL will never email you to ask for your personal banking or financial details. Also, any email correspondence from AGL will also have the customer’s name and account details, including account number and supply address.
Anyone receiving this suspicious email should:
UPDATED 17th October 2017
We are aware of an issue that is affecting a number of our customers when trying to access their solar and electricity usage information through their My Account access. An example of this issue is shown below.
There appears to be a 2-5 day delay in the data that some customers are receiving. Our technical teams are investigating this at the moment and we will provide an update here as they unfold.
Thank you for your patience throughout this time, and please accept our sincere apologies for any inconvenience this has caused.
Thank you for your patience as we work to resolve the electricity and solar usage problems customers were having last week.
This has now been fixed and should be working fine. Please advise if you continue to experience problems accessing your usage data. We do sincerely apologise for this inconvenience.
We have been advised that some customers are experiencing problems accessing their usage through My Account. We are currently investigating this issue and will provide and update here when we have more information.
Thank you for your patience while we review what is happening and resolve. We again, apologise for any inconvenience caused.
Please be advised that we are continuing to investigate the reason why some customers can access their usage details and others can't. If you are experiencing this issue:
1. Please clear your cache (instructions here) and retry.
2. If you continue to see one of the screens above please let us know your device, browser and account information and we can resolve with you directly.
While we appreciate the frustration this inconvenience has caused, we greatly value your feedback and any information you contribute towards a solution.
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.
|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:
|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)
Please call us anytime 24/7 on 131 245 if you're having trouble paying your bill.
You can chat with us or follow the prompts below to see if you qualify for a payment plan.
131 245 >> Option 2 (self Service) >> Option 2 (Billing Related Enquiries) >> Option 3 (Extend due date) >> Gas Option 2, Electricity Option 3 >> Account number
Have your account number and recent bill handy.
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:
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:
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:
How to protect yourself:
For more information visit the Scam Watch website.
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 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.
Digital 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.
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.
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:
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.