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My AGL IQ FAQs

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General

My Alerts and Settings

My Goal and Action Plan

  • Q How can I set a goal if AGL does not have 12 months’ worth of my historical consumption data?

  • If AGL does not have 12 months' worth of your previous consumption data, there are two options available for you to set a goal against. If you have 12 months' worth of historical consumption from your previous retailer, you can use this figure to calculate your savings goal.

    If you do not have 12 months' worth of relevant historical consumption or you changed premises and your old and new premises are not comparable (e.g. you moved from a single bedroom apartment to a four bedroom house), you can set a goal using the available state average figure of consumption. The state average consumption figure is a generic average for residential or small business customers in your state.

    The state average may take into account data for customers who may have different energy needs to yours. Please be aware that the state average consumption could vary significantly from your actual consumption.

  • Q How do I create an Action Plan?

  • You can add savings actions to your Action Plan by going to the 'Ways to Save' tab and clicking the 'Add to My Savings Plan' button for the actions you wish to select.

  • Q How do I set a goal?

  • If you have at least 12 months of historical usage data with AGL, you can choose a savings goal of 5%, 10% or 15%.

    If you do not have 12 months of historical usage data with AGL, you can nominate a specific usage figure or choose to use a statewide consumption figure.

    To set your goal, go to the 'My Goal & Action Plan' tab.

  • Q If I have set a goal, how do I change it?

  • A Goal can be deleted by clicking the 'Delete My Goal' button located in the 'My Goal & Action Plan' tab. You can then select a new goal.

  • Q Once I set a goal, when does the tracking start?

  • If you have a smart meter that is not manually read, tracking of your goal starts the day you set your goal. If your meter is manually read, tracking of your goal starts at the commencement of the billing cycle during which your goal is set.

    When your tracking will start depends on what type of meter you have. If you have a smart meter which is configured to be remotely read, your goal tracking will start on the day you set your goal.

    If your meter is manually read (regardless of whether it is a smart meter or not), tracking of your goal starts at the commencement of the billing cycle during which your goal is set.

  • Q Once I set my goals, how and when do I receive updates about how I'm tracking?

  • My AGL IQ will update your performance against your goal when AGL receives your meter read data from your Distributor.

    Please note, customers with a Victorian smart meter will have their goals updated daily in My AGL IQ® (AGL receives your data from the Distributor in a single file on a daily basis). All other customers will have their goals updated in line with their billing cycle.

  • Q In the ‘My Goal & Action Plan’ section, what does it mean when you select the goal to ‘Be like the best’?

  • Selecting a goal to 'Be like the best' means setting your target to the same consumption as Efficient Similar Homes (homes which consume 20% less energy than Average Similar Homes).

  • Q What is an Action Plan?

  • An Action Plan is a list of energy saving tips and actions that you can select to implement that can help you to save energy and may assist you in reaching your energy consumption/savings goal.

  • Q What is an AGL Starter Plan?

  • Once you have selected your savings goal, My AGL IQ® automatically displays an AGL Starter Plan to assist you get started on your plan. You can customise the AGL Starter Plan by removing or adding other energy efficient actions.

  • Q What is the 'My Goal' feature?

  • 'My Goal' is a savings target you can select to assist you to get started in reducing your energy usage.

My Usage

  • Q Can I download or receive a copy of my energy usage data?

  • Yes you can download your energy usage data. To do so, visit the 'My Usage' page in My AGL IQ® and click on the 'Download usage data' button under the usage graph.

    The usage data that will be downloaded will reflect your usage for up to the last two years or from the date you joined AGL, whichever is earlier. Your usage data will be downloaded in CSV format, which can be opened using Microsoft Excel.

  • Q I have downloaded my data from My AGL IQ however I do not understand all the terms used in the column headings.

  • Explanations of each of the column headings in the data you have downloaded from My AGL IQ are outlined below:

      Device Number –this is your meter number, which can be found on your bill.

      Device Type – this refers to your meter type. It can be BASIC or MIRM. A smart meter type is a subset of an MIRM meter.

      Register Code - some meters may have multiple registers to allow for loads to be measured separately. For example, register 1 might be used to measure electricity consumed for general household use and register 2 might be used to measure the electricity consumed for a pool pump. The register code identifies the specific register that a reading relates to. This code may be found of your actual meter (if applicable) but will not appear on your bill. AGL uses this code internally.

      Rate Type Description – Your tariff is generally made up of a number of rate types. The rate type description identifies your rate type, for example peak, off-peak, shoulder. On your bill in the ‘Usage and supply charges’ section, each rate type applicable to your tariff is displayed as an individual line item with the consumption and charges associated with it.

      Start Date, End Date – the time period, up to a maximum of two years, with AGL as your electricity retailer. This is different from the information shown on your electricity bills. Each electricity bill will show you information for the relevant ‘Supply Period’ only.

      Consumption Value – the amount of kilowatt hours (kWhs) you have consumed. Your bill will show this data under ‘Usage kWh’ and will be for the Supply Period listed on your bill. Please note, the figure may differ between My AGL IQ and your bill, depending on the time period you have selected.

      Billed Flag – this refers to whether you have been billed for your consumption. This is flagged as either billed or unbilled.

      Quality Flag – this refers to your meter read and can be flagged as A (actual read), E (estimated read), S (substitute read), M (missing read) or F (final read). Your bill will show this data under ‘Reading Type’. Please note a missing read should only occur for unbilled periods and will therefore not be found on your bill.
  • Q How are the dollar figures in the Bill View on the ‘My Usage’ tab calculated?

  • All previous, current and projected billing amounts shown in the 'My Usage' tab include your usage charges and other items on your bill such as supply charges, concessions and discounts.

    They do not include carry forward balances, Pay on Time discounts or manual adjustments. Projected bill amounts are only available for smart meter, non solar customers.

  • Q How can I access information about a previous bill?

  • You can view your previous gas or electricity bills for up to two years using AGL Energy Online.

    • Log into AGL Energy Online
    • Click on My bill and payment history
    • Select gas or electricity

    Alternatively, you could access your previous gas or electricity bills for up to 12 months using My AGL IQ.

    • Log into AGL Energy Online
    • Click My AGL IQ
    • Click Explore My usage charges to access your gas bills
    • Click Explore My usage charges and the Bill view tab to access your electricity bills (Activated smart meter customers will also be able to view their projected bill)
  • Q How can I reduce my energy usage?

  • There are a number of ways that you can reduce your energy usage. To find out more about how to save energy please visit www.aglsmarterliving.com.au or review the savings tips on the ‘Ways to Save’ page within My AGL IQ®.

  • Q How do I reduce my high energy bill?

  • There are a number of ways you can reduce your energy usage, which can help you to reduce your bill. To find out more about how to save energy please visit www.aglsmarterliving.com.au or review the savings tips on the ‘Ways to Save’ page within My AGL IQ®.

  • Q How far back does the usage graph on the 'My Usage' page go?

  • The usage graph contains data dating back a maximum of two years, unless: (a) you switched your electricity/gas to AGL or (b) you moved house within the last two years, in which case data will only be available from the time of that most recent event.

  • Q How is the temperature displayed on the graphs in the ‘My Usage’ tab?

  • The temperature on the graphs in the 'My Usage' tab is displayed as follows:Daily view - temperatures during the hour.Weekly view - daily maximum temperatures are displayed for a week.Monthly view - daily maximum temperatures are displayed for a month. Annual view - average maximum temperature for the month is displayed over a calendar year. This data is provided by WeatherZone, an external third party.

  • Q I have just moved premises and have signed a new contract with AGL. How long will the information for my previous premises be available on My AGL IQ for?

  • Your billing and usage data for your previous contract will only be available up until your move out date.

  • Q If I have a smart meter, how are flexible rate charges applied to my usage?

  • An AGL 'flexible rate' will charge different prices per kWh for various time periods during the day. There could be up to 3 time of use  periods included in a 'flexible rate' product.  For example:

    1. 'peak rate' could have the highest costs and possibly be charged between set daily periods  such as 6am-9am and 5pm-9pm.
    2. 'off peak rate' could have the lowest costs and possibly be charged between set periods daily such as 12am-6am and 2pm-4pm.
    3. 'shoulder rate' could have midrange costs and possibly be charged between set periods daily such as 4pm- 5pm, 9am-2pm and 9pm- midnight.
  • Q What does 'about the same' mean when referring to my usage charges or consumption?

  • When comparing your usage charges or your consumption, 'about the same' is used when your usage charges or consumption is plus or minus 1% compared with the previous time period selected (e.g. a week, month, year or season).

  • Q What does the error message ‘We are unable to supply this data. Check FAQs to understand why.’ mean?

  • My AGL IQ® relies on having up-to-date meter data available in AGL’s system. If there are delays in receiving this data from your Distributor (who collects the data from your meter) there is the possibility AGL will be unable to provide up-to-date information. This is usually resolved after a short while so please check the site again in a few days.

  • Q What is a usage alert?

  • A usage alert is an SMS or email that smart meter customers can opt to receive when your electricity consumption exceeds a nominated usage threshold.

    You can set your own usage threshold, to compare your usage to a similar period last year or compare it to the previous billing period. An alert can be set at either 80% or 100% of the relevant usage threshold.

    Usage alerts are only available to smart meter customers.

  • Q What is displayed in the ' Usage' graph under the ‘My Usage’ tab?

  • Non-solar customers : The 'Usage' graph reflects the amount of energy you have used over the selected time period. To change the time period, click on the buttons displayed above the graph. Usage is displayed in kWhs for electricity and MJs for gas.

    Solar Customers : The 'Usage' graph reflects the amount of energy you have drawn from the grid as well as the solar energy fed into the grid over the selected time period. To change the time period, click on the buttons displayed above the graph. Usage is displayed in kWhs for electricity.

  • Q How are the 'Usage Charges' values under the ‘My Usage’ tab calculated?

  • Non-solar customers: The charges that are displayed on 'Usage Charges' graphs under the 'My Usage' tab only factor in energy usage charges. Items such as discount and concessions, fixed charges and other adjustments are excluded.

    For smart meter customers, the cost displayed for an hour of energy consumed is calculated by multiplying the amount of energy consumed within the hour by the average cost per kWh.

    The average cost per kWh is calculated by taking the total cost ($) for all energy consumed within the current period to date divided by the total kWhs consumed.

  • Q Why do I need to enter details about my household on the 'Home Profile' page?

  • When you enter information about your household on the 'Home Profile' page, it allows My AGL IQ® to make more relevant comparisons between your energy usage and other 'Similar Homes'.

    It also assists AGL in identifying energy saving opportunities for you. So remember to update your Home Profile if you install a new air conditioner or undertake any other activity that will impact your energy usage.

  • Q Why does my usage graph show a zero value for one or multiple days and then start again?

  • These gaps occur when your distribution company has failed to send meter readings for those periods. The usage will be updated when your Distributor provides the missing read data to AGL. Check your My AGL IQ®at a later date.

    Occasionally, there is a delay in receiving a meter read from your electricity distributor. If this occurs, your usage graph will display a gap in the data.

    As soon as AGL receives this information, your usage data will be updated with the missing meter reads. Please check back in a few days.

  • Q On the 'My AGL IQ' page, why is the information in 'My Usage Charges' different to the amount displayed on my energy bill?

  • The information provided in 'My Usage Charges' on the My AGL IQ® page relates only to energy usage charges (not including discounts and concessions) and not to your entire bill.

      For more information on what is included in the 'My Usage Charges' information, please refer to the FAQ titled ‘How are the 'Usage Charges' values under the ‘My Usage’ tab calculated?’

Smart Meters

  • Q How can I tell whether or not my Smart Meter is manually read?

  • If your Smart Meter is manually read, the graph showing usage during your current  billing period will not be displayed hourly, daily or weekly. However once you have been billed, your usage graph will display hourly, daily or weekly data.

  • Q How do I know whether or not I have a Smart Meter?

  • A Smart Meter has a digital display and does not have dials. However, there are a number of different types of smart meters.

    Your electricity Distributor will contact you prior to installing your smart meter and once they have installed it, your electricity Distributor will provide you with information about your specific meter.

    If you are unsure, please contact your Electricity Distributor to check.

  • Q I have a smart meter, why is my last usage read more than a day old?

  • AGL endeavours to update your previous day's consumption by 6.30 pm. Occasionally however, there may be a delay updating your information. This may be due to one of the following: A delay in receiving daily energy consumption from your electricity Distributor (who owns the poles, wires and meters).

    If there is a delay in AGL receiving this information, we will not be able to update your consumption data.Technical difficulties which may result in a delay in updating your information. Should this occur a message will be displayed on My AGL IQ®.

  • Q I have just had a smart meter installed. Will I be able to see more frequently updated data?

  • The graphs on the ‘My Usage’ tab of My AGL IQ® will display more frequently updated data from the time your smart meter is installed and starts being remotely read by your Distributor.

  • Q What happens to my consumption graphs if my meter changes from a basic meter to a smart meter during the period I am viewing?

  • Your usage data will be displayed for the time period both before and after your meter change. Your total consumption for basic meter in the relevant billing period will be averaged into 60 minute consumption intervals.

    The resultant intervals displayed for a billing period will all be of the same value. Once a smart meter has been installed it will provide actual reads for the relevant intervals.

  • Q If I have a smart meter, what is the difference between a time of use electricity 'flexible' rate and a 'flat rate' charge?

  • AGL customers have the option to choose between staying on a 'flat rate' tariff or moving to flexible pricing with AGL, based on the time the electricity is used during a 24 hour period.

    A 'flat rate' will charge the same price per kWh during a 24 hour period for the total billing period on your account. For example, the time of day or whether it is a weekday or weekend, will not change the rate.

    A 'flexible rate' will charge different prices per kWh for various time periods during a 24 hour period and could vary between weekends and weekdays.

    For a more detailed explanation of the government's roll out of smart meters in Victoria, please click here.

Solar

Ways to Save

  • Q How are the savings estimated in the tips on the 'Ways to Save' page?

  • Savings estimates for the tips on the 'Ways to Save' page are an indication as to how much could be saved based on the up-to-date, independent data we have been able to source relating to each specific energy saving action. All savings estimates are based on the current average cost of electricity/gas for AGL customers in the state in which their premise is located. The savings estimates are calculated in a variety of ways depending on the tip in question.

    The assumptions behind each savings estimate are summarised in the 'How does it work' section of each tip. Savings estimates relate only to the predicted electricity/gas consumption saving if you follow the tip. Specific factors such as equipment efficiency, hours of use, operating conditions, etc. can cause actual savings to vary.

  • Q Where can I find information on energy saving tips and advice?

  • In addition to the savings tips on My AGL IQ®, please visit www.aglsmarterliving.com.au for more energy saving information.

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