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Business FAQs

Connection and Disconnection

  • Q How do I disconnect my electricity or gas?

  • To disconnect the electricity or gas at your existing premises, call us on 133 835.

  • Q How do I get my electricity or gas connected?

  • To arrange for the connection of electricity or gas at your business premises, call us on 133 835
     
    IMPORTANT: If you’re moving within the next 3 business days you should call us immediately to avoid delays.

  • Q Is your business moving premises?

  • Remember, we would love to connect your electricity or gas at your new premises, so please mention that you’d like to connect your new premises with AGL when you’re on the phone or filling in the online form. 
     
    If you are terminating an Energy Plan because you are moving to a new address, we will waive the Early Termination Fee if you take up an AGL Energy Plan at your new premises.
     
    IMPORTANT: If you’re moving within the next 3 business days you should call us immediately to avoid delays.

  • Q Will I be charged for connection or disconnection?

  • AGL operates in four states, each with their own rules for connection and disconnection. All four have different connection fees and in some cases, disconnection or final reading fees.  
     
    These fees cover the cost for someone (generally your energy distributor) to visit your premises and take a gas or electricity meter reading outside of their normal schedule.  Because distributors don’t bill customers directly, these fees are billed to AGL. These fees are then passed on to you and will appear on your first or final bill.
     
    If you are on an AGL Advantage energy plan and you’re not transferring this plan to your next premises, an early termination fee may apply if you disconnect before the end of the fixed term.

Large Business FAQs

  • Q How can I reduce my bill?

  • Increase your energy efficiency at work and you should be able to reduce your energy bill. Consider the following tips:

    Photocopiers, printers and fax machines.
    Consider purchasing one machine that photocopies, faxes, scans and prints. Did you know photocopiers, fax machines and printers can be left inactive 95% of the time?*

    Heating and cooling.
    Set your heating to 18-20ºC and your cooling to 26-27ºC. Every extra degree of heating and cooling can increase your running costs by around 10% to 15%.*

    Monitors.
    Consider replacing your old monitors with energy saving flat screens. Did you know that an LCD flat screen uses roughly half the amount of electricity as an older CRT, box-shaped monitor?*

    Lighting.
    Always turn off the lights at night. Wherever possible, replace incandescent lights with compact fluorescent lights. Did you know energy efficient lights consume up to 80% less energy than incandescent lights, and last up to four to ten times longer?*

    Computers.
    Switch off computer monitors at night. Did you know turning off your monitor can reduce its power consumption by as much as 80%?*

    Equipment.
    Turn equipment off at the powerpoint once you’ve finished for the day. Did you know keeping machines on standby can account for 40%-89% of the total energy usage for computer equipment?*

    *Hints and tips referenced from: http://www.energystar.gov/, www.resourcesmart.vic.gov.auwww.livingthing.net.au, www.facilities.usyd.edu.au

  • Q How do I get my electricity or gas connected?

  • To arrange for the connection of electricity or gas at your business premises, just complete our online form or call us on 1300 785 739.

    IMPORTANT: If you’re moving within the next 3 business days you should call us immediately to avoid delays.

  • Q What happens when I become a customer?

  • Shortly after you sign up with AGL, you'll receive a welcome pack which contains everything you need to know about your new energy plan.

    Your previous energy retailer will still send you a final bill which you’ll need to pay.

  • Q What is a Market Contract?

  • Market Contracts are specific gas and electricity offers from AGL. The difference is that a customer’s rate/tariff and the terms and conditions of the contract may differ from our Deemed or Standing Contracts. A Market Contract will set out the terms and conditions and the period of the contract. Find out more about Regulated Price Plans.

  • Q What is a Standard Retail Contract?

  • Standard Retail Contracts are energy plans that are regulated by the energy regulator in your state. Depending on your state, the prices applicable to Standard Retail Contracts may also be regulated by the energy regulator. Find out more about Standard Retail Contracts.

  • Q What is AGL doing to reduce carbon emissions?

  • We are experts in this area and are committed to ensuring a sustainable future for all Australians.

    • We already own or operate 29 renewable energy projects around Australia. That’s cleaner energy.
    • We made Australia’s first carbon trade in May 2008.
    • We were the first Australian company to sign-up to the Chicago Climate Exchange.
    • We’ve invested over $2 billion in renewable generation in Australia.
    • AGL Smarter Living can provide energy audits, appliances and energy saving tips for homes and businesses.

    To find out more about our sustainability projects, click here.

  • Q Why is my bill higher than usual?

  • Your bill could be higher for a number of reasons.
     

    1. The most common reason is normally just an increase in your usage. New appliances, additional staff and increased business can all affect the size of your bill. 

    2. Another reason may be because of an estimated bill. Sometimes it is not possible to get a reading from a customer’s gas or electricity meter. When this happens you will receive an estimated gas or electricity bill, which is based on your previous consumption history. You can tell if your bill is estimated or an actual read by looking at the ‘Reading Type’ or ‘Current Reading’ section on the back page of your bill. Find out more about estimated bills here. 

    3. Your Billing Period may have changed. This happens for various reasons and can sometimes have a significant impact on a customer’s energy bills.  Your last bill may have been for only a short period of time. Whilst your new bill may have been calculated over a longer period. Find out more about billing period changes here.

    4. Don’t forget there will always be seasonal variances in your energy bills. Heating in winter and cooling in summer may affect your energy bills.

    5. Payment Processing Fees - If you pay your bills with a credit card, a payment processing fee of 0.55% will apply, GST inclusive (it will show up on your next bill). Find out more about payment processing fees here


Boiler FAQs

  • Q How is a boiler made?

  • Q What is a water tube boiler?

  • Any boiler where the products of combustion flow on the outside of a tube with the heat transfer media on the inside (ex. AGL watertube).

  • Q What is the turndown of a boiler?

  • Turndown is the ratio of a boiler's minimum fuel input as compared to its maximum fuel input. For example, a boiler with a maximum fuel input of 585 KW and a minimum fuel input of 117 KW would have turndown ratio of 5:1 (585 divided by 117 is 5).

  • Q What is modulation?

  • Modulation is the ability of a boiler to adjust its firing rate based off of the temperature setpoint the boiler is trying to achieve. Boilers can be built in a number of electrical configurations to accomplish modulation by operating off the controls on the boiler itself or receiving a signal from a control system or building management system.

  • Q When would I use steam versus hot water or thermal fluid?

  • Steam carries about 2326 kJ/Kg useful energy. Hot water and thermal fluid carry much less energy (2.326-232.6 kJ/Kg). Steam does not require a pump to transfer the energy. Generally, if the heating temperatures required are <93°C, then hot water can be used and if temperatures >204°C are needed then thermal fluid might be a better choice. For process temperatures between 93°C and 204°C steam is considered a viable option.

  • Q When should I use high-pressure versus low-pressure steam?

  • The pressure of the steam is directly related to its temperature. So process temperature will require steam used to be at a specified pressure. For example, a process requirement that needs temperatures at 148°C will require steam delivered at 379 kpa or higher.

  • Q What is a condensing boiler?

  • Any boiler can produce condensed flue gases, but not all boilers are designed and built to withstand the by products associated with flue gas condensation. Only boilers that have heat exchangers designed and constructed to withstand the acidic qualities of flue gas condensate should be put into systems designed with water temperatures that would cause condensing to occur. Any system with return water temperatures less than 60°C should have full condensing boilers designed into it, otherwise the boilers are subject to heat exchanger failure from flue gas corrosion. Examples of materials that cannot withstand flue gas condensate are copper and cast iron. (An example of a condensing boiler: Fulton Vantage).

  • Q Why do boilers have a minimum flow requirement?

  • Boilers with low water volumes require a minimum flow requirement to prevent localized boiling and subsequent heat exchanger damage in a low to zero water flow situation. Minimum flow requirement varies by boiler design. Regardless if a boiler itself has a minimum flow requirement, every hydronic heating system needs to be designed to carry the energy being created away from the boiler to avoid high temperature shut down.

  • Q What is flue gas condensate?

  • When the vapours produced from combustion in a boiler change phase from a gas to a liquid, that liquid is referred to as condensate. This phase change occurs at the dew point of the vapour, which is approximately 57°C. The temperature of the water coming into a boiler will determine whether or not the vapours of combustion will be at temperatures that are subject to condensing.

  • Q When does condensing occur?

  • Condensing of flue gases is a natural process. The dew point of the flue gas (approximately 57°C for natural gas, varies for other fuels) determines at what temperature flue gases will begin to condense. When the vapours produced from combustion fall below that dew point temperature, a phase change occurs and the vapour becomes a liquid.

  • Q Why are condensing boilers more efficient?

  • The vapours produced from the combustion process in a boiler contain energy. Flue gas condensate contains approximately 0.60 KW of energy per kilogram (latent heat of vaporization). Instead of that energy remaining in the flue gas vapour phase and going up the stack, it is recaptured as sensible heat in the liquid phase. For one hour, every kilogram of condensate collected adds 0.60 KW to the output capability of a boiler. For example, a 585 KW input boiler operating at an efficiency of 88% would have an output of 514.8 KW. The boiler is operated for an hour at this condition and 40 kilograms of condensate is collected. The overall thermal efficiency of this boiler is actually 92%.

    • 585 + (80 x 1000) = 1,840,000.
    • 514.8 / 585 = 0.92 = 92%
  • Q When would condensing be discouraged?

  • If a boiler has not been specifically designed to operate in the temperature ranges associated with condensing operation, the flue gas condensate will corrode the heat exchanger. Examples of materials that cannot withstand flue gas condensate are copper and cast iron.

  • Q What is a thermal fluid system?

  • A thermal fluid system is a closed loop system using mineral or synthetic oil as the heat transfer fluid. These systems operate at elevated temperatures while maintaining low system pressures. Fluid is circulated within the heater tubes and flue gases heat the fluid.

  • Q When should I use a thermal fluid system?

  • The choice between a steam system or a thermal fluid system is governed by the process requirements. The range or process temperature is a deciding factor. If the system’s required temperature is above the freezing point of water (0°C) and below approximately 176°C, the choice is usually steam. However, if the required temperature is below 0°C or above 176°C, thermal fluid may be a better solution. Thermal fluid heater systems can be designed with maximum operating temperatures to 398°C.

  • Q Is a stationary engineer required for thermal fluid heaters?

  • The requirement for a stationary engineer is dependent on the jurisdiction. Most jurisdictions have not required stationary engineers for thermal fluid heaters.

  • Q Is there a minimum flow requirement for a thermal fluid heater?

  • A minimum flow rate is required in order to maintain the appropriate velocities through the heater (typically 3-4 mts/sec). If the velocity is too low the film temperature could increase, potentially destroying the fluid.

  • Q What are the primary components in a thermal fluid system?

  • A typical system includes the heater, circulation pump, expansion tank and the user. Depending on the temperature requirements and the system design control valves may also be utilized.

  • Q How do I choose a thermal fluid?

  • The required operating temperature along with the physical properties (specific heat, maximum operating temperature, vapour pressure, specific gravity and coefficient of thermal expansion) of the fluid should be evaluated when choosing a thermal fluid. It is important to choose a fluid specifically designed for heat transfer as opposed to a multi-purpose of turbine oil.

  • Q Can thermal fluids be mixed?

  • Mixing different fluids and subjecting them to high temperatures can have unpredictable results. In addition, once fluids have been mixed, the baseline analysis of the fluid is no longer applicable making it difficult to perform an annual analysis of the fluid for degradation.

  • Q Why is an expansion tank required?

  • All thermal fluids expand as they are heated. The amount of expansion is based on the operating temperature, system volume and the coefficient of thermal expansion of the fluid. An expansion tank must be provided to accommodate the increased system volume at operating temperature.

    NOTE: All fluids expand at a different rate?

  • Q What types of materials (valves, piping, gaskets etc.) should be used with thermal fluid systems?

  • Typically, thermal fluid systems should use either carbon or stainless steel components. Brass, bronze, cast iron and aluminium are incompatible with thermal fluid. Piping should be schedule 40 seamless SA 106 material. Valves should be cast steel or ductile iron with steel or stainless steel trim. Gaskets should be rated for the temperature and pressure of the system.

    NOTE: Threaded connections larger than 1” should not be used in the flow circuit.

  • Q What is a nitrogen blanket?

  • When an expansion tank is pressurized with nitrogen (to eliminate the possibility of exposure of the fluid to oxygen), it is said to have a nitrogen blanket.

  • Q When is a nitrogen blanket required?

  • A nitrogen blanket is required under the following conditions:

    • Systems not equipped with a cold-seal tank (allowing the expansion tank to be under 93°C).
    • Systems where the expansion tank is located outdoors.
    • Systems where the inlet to the tank is not the highest point in the piping system.
    • Systems where the operating temperature exceeds the atmospheric boiling point of the fluid.
  • Q Can I operate the system above the thermal fluid’s flash point?

  • Typical thermal fluid systems are designed to operate above the fluid’s flash point and fire point but not above its auto ignition temperature.

  • Q What is the life span of thermal fluid?

  • Typically, thermal fluid will last between 5 and 8 years. Annual testing of the fluid is recommended.

  • Q What type of insulation should be used on thermal fluid systems?

  • The insulation should be a cellular foam glass non-absorbent insulation; Pittsburgh Corning Foamglass or equal.

  • Q What type of temperature control can be achieved with thermal fluid systems?

  • Within the turndown ratio of the heater +/- 15°C can be achieved. By designing the system with primary/secondary loops, 7°C can be achieved.

  • Q Is the heater a pressure vessel?

  • The heater will be built and stamped to either ASME Code Section I or ASME Code Section VIII Div. 1 depending on the local state requirements.

Managing My Business Account Online

  • Q Can I have multiple accounts registered at any one time ?

  • Yes, small to medium size businesses often have several energy accounts for multiple locations. These can all be added to your AGL Energy Online account.

     To add another AGL account:
     Click on Log in on the top right hand corner of agl.com.au

     Once logged in, select ‘Add or remove account’ in the right hand navigation on My Account page to add additional AGL accounts.

     Please ensure that you have your AGL energy bill handy as you will need your AGL Account number and your business name exactly as it appears on your bill. You will also need to enter the ABN/ACN and the phone number of the business account holder.

  • Q How do I register for AGL Energy Online?

  • If you are a current customer of AGL, follow these steps to register for AGL Energy Online:

    1. Have a recent AGL energy bill handy.
    2. Go to register for AGL Energy Online.
    3. Fill in all required details and submit your registration once complete.

    Your account is now set up and you will be directed straight into My Account, AGL Energy Online’s account management homepage.

    We’ll also send you your AGL Energy Online login details via the email address you registered with. Ensure you keep this information in a safe place for future reference.

    Need more help?
    Visit our Help & Support section dedicated to Managing Your Account, or our AGL Energy Online information page to understand more about the benefits of signing up for AGL Energy Online.

  • Q How do phishing or hoax activities operate?

  • Often, the way that scams operate involves you being contacted by an individual or company illegally representing that they are from AGL. They may try to gain your personal information by falsely advising:

    • Your AGL energy bill is overdue and ask you for credit card or bank account details or you will be disconnected.
    • You have been overcharged and we need your credit card in order to refund you.

    These are just two examples. If you receive a phone call or email similar to above, requiring financial information, please ignore it.

    Remember, AGL never send emails asking for personal banking or financial details. 

    If you have provided your details via a website or over the phone, and believe you may have been a victim of fraud, please contact your financial institution immediately.

  • Q I can't remember my email address that I used to log in with?

  • Call AGL on 133 835 (8am–6pm, Monday to Friday) and we can advise you of the email address you need to log in.

  • Q I've been locked out of my online account.

  • No problem. 

    Call 133 835 (Monday to Friday, 8am until 6pm AEST) and our Customer Service team will be on hand to help you regain access to your account.

  • Q I want to change my account name; how do I do this?

  • Call AGL on 133 835 (Monday to Friday, 8am until 6pm AEST) and we will be able to change this for you.

  • Q My name and/or date of birth is incorrect in ‘Update my details’; how do I change them?

  • Call AGL on 133 835 (Monday to Friday, 8am until 6pm AEST) and our Customer Service team will be able to correct this for you.

  • Q What do I need to register for online account management?

  • To register for an account on AGL Energy Online, ensure you have your latest energy bill handy as you’ll need the following details to register:

    • Your AGL Account Number 
    • Your name as it appears exactly on your energy bill
    • The ABN/ACN of your business
    • Your contact telephone number 

    If you are having problems registering an account, please call us on 133 835 (Monday to Friday, 8am until 6pm AEST).

  • Q What happens if I enter my password incorrectly ?

  • If you attempt to log in using an incorrect password, you will receive an error message advising you that what you have entered is incorrect.

     When this happens, you can attempt to login again. Be careful and check the password you have entered (remember your password is case sensitive).

     If you have forgotten your password?
     Simply click ‘Forgotten your password?' on the AGL Energy Online log in page and we will send a new temporary password to your email address.

     Important note: If you attempt to log in using an incorrect password more than 5 times, your account will be locked. To unlock your account, please contact AGL on 133 835 and our Customer Service team be on hand to assist you with a new temporary password.

  • Q What if I cannot see all of my accounts on AGL Energy Online?

  • If you have more than one business location or have both gas and electricity with AGL, you may have more than one account number with AGL.

    To view all your energy accounts on AGL Energy Online you need to add them to your AGL Energy Online account:

    1. Log in to AGL Energy Online
    2. Go to the 'My Account page and click 'Add or remove account' on the right hand navigation. 
    3. Ensure that you have your AGL energy bill handy and follow the step-by-step instructions to add your AGL energy account(s).

  • Q What is the difference between registering and logging in for AGL Energy Online ?

  • To be able to manage your energy account online, you first need to ‘register’ for AGL Energy Online.

     In order to register an account, we will ask for your AGL Account number and your name exactly as it appears on your bill. You will also need to enter the ABN/ACN and the phone number of the account holder. You only need to do this once.

     Once you have registered for AGL Energy Online, ‘logging in’ is easy. Go to agl.com.au, click ‘Log in’ on the top right hand corner of the homepage and enter your email address and password when prompted.

  • Q Why am I unable to register for AGL Energy Online?

  • You will not be able to register for AGL Energy Online if the following applies to you:

    • If you have Solar energy system installed 
    • If you have Life Support registered against your account 
    • If you have an unmetered account 
    • If you are a commercial and Industrial account
    • If you have a bulk hot water account.

    You may have recently switched to AGL.
    If you have just signed up to AGL in the last 2 business days, please await the arrival of your AGL Welcome Pack before registering an account on AGL Energy Online. In your Welcome Pack, you will find your new AGL account number, which is required to register for an account. 

    For help registering an account on AGL Energy Online, call us on 133 835 (Monday to Friday, 8am until 6pm AEST).

Products and Pricing for Businesses

  • Q What is a Standard Retail Contract?

  • Standard Retail Contracts are energy plans that are regulated by the energy regulator in your state. Depending on your state, the prices applicable to Standard Retail Contracts may also be regulated by the energy regulator. Find out more about Standard Retail Contracts.

  • Q What’s GreenPower?

  • GreenPower is a government accredited program that aims to increase renewable energy generation in Australia. 

    When a customer buys GreenPower electricity, they are guaranteed the electricity put into the grid is from sources built since 1997 and is approved by GreenPower. The GreenPower tick of approval is an independent assurance that you are supporting renewable energy.

  • Q Why is GreenPower more expensive?

  • At the moment, sourcing power from wind, hydro and solar generators costs more than older sources such as coal. To be GreenPower accredited, a generator needs to have been built after 1997. This means that new GreenPower generators need to be built.

Billing and Payments for Businesses

  • Q Can I have more time to pay my bill?

  • From time to time, some of our customers may have trouble paying their bill. We understand this. 

    If this happens to your business operations, please call us 24/7 on 133 835 to find out if you qualify for any payment plans.

  • Q Can I pay my bill online?

  • Pay online with a Visa or MasterCard using our secure online bill payment page. Remember, credit cards attract a payment processing fee of 0.55%, GST inclusive (this will show up on your next bill). 

    You can also register or receive your bills through BPAY View which allows you to receive, manage and pay your bill  from your financial institution’s internet banking website.

  • Q How do I read my bill?

  • If you’re having difficulties working out the details on your bill, don’t worry. We’ve developed interactive bill explainers that describe each item. Nice and simple.

  • Q What is a payment processing fee?

  • It’s a fee charged to customers who choose to pay their AGL energy bill by using a credit card or other card using a credit card payment facility. 

    We are charged a merchant services fee by your financial institution when you pay by credit card, which is 0.55% (GST inclusive) of the total payment. We pass the merchant services charge on to you as the payment processing fee.

  • Q Why is my bill estimated?

  • In some cases, the meter reader is unable to obtain a meter reading at your premises. Usually this is because the meter reader couldn't get access to your meter. 

    In those circumstances, we will estimate your bill based on previous usage. This may result in a discrepancy on either the estimated bill or the subsequent bill with an actual reading, or perhaps even both. 

    You can tell if your bill is estimated or an actual read by looking at the ‘Reading Type’ or ‘Current Reading’ section on the back page of your bill. 

    Some reasons why your meter could not be read might include: meter located indoors, locked gate, blocked access or guard dogs.
     
    You can request a meter reading by calling 133 835.

Moving Premises

  • Q My business is moving premises, what do I need to do?

  • Organise a move in:

    1. Click on the 'Moving' button on the right and follow the instructions on the screen
    2. Log in to AGL Energy Online
    3. If you haven’t already registered for AGL Energy Online, ensure that you have your recent energy bill handy
    4. Select Register on the top right hand corner of agl.com.au. You will be automatically directed to My Account, AGL Energy Online’s account management homepage, once you have registered.
    5. Select Moving on the top of the page, and follow the instructions on the screen.

    Organise a disconnection:

    To request a disconnection of gas and/or electricity at your current address, please call 133 835 (Monday to Friday, 8am until 6pm AEST).

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