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AGL Energy Online FAQs

Billing

  • Q For what billing period is the copy required?

  • Historical billing data from October 2011 is available on AGL Online by selecting 'Billing and Payment Summary' in 'My Energy' and clicking into the relevant account. 

    To request a bill prior to October 2011 or a duplicate of your bill to be mailed to you: 

    1. Please select 'Help Centre' in 'My Energy' followed by 'Create New Energy'. 
    2. From the drop down categories please select 'Billing' and 'Bill copy request' from the subsection followed by 'next' and 'yes' in 'proceed with enquiry'. Here you can state the relevant billing period e.g. 01/08/2012 - 30/08/2012 and lodge your request with our Customer Service Team.

  • Q Have you received the invoice by mail?

  • If the answer is no, and you are not signed up to eBilling (in which case you will receive invoices by email). Please check the mailing address details to ensure it is correct. 

    You can view your recorded address by selecting 'My Energy' on your AGL online account followed by 'Account Summary'. 

    If current mailing details are correct and you still haven't received your invoice then please contact our Customer Service Team by selecting 'Contact Us' in the 'Useful Links' column of 'My Energy'.

  • Q My Contract was renewed and I am waiting for the first bill to be issued under the new contract. How can I check the status of this bill?

  • Please select 'My Energy' followed by 'Billing and Payments' on your AGL online account to confirm that the bill has been sent. 

    If you require further information please contact our Customer Service Team by selecting 'Contact Us' in the 'Useful Links' column of 'My Energy'.

  • Q I have adjustment line items on my recent bill. Where can I learn more about this item?

  • To learn more about these items please contact our Customer Service Team by selecting 'Contact Us' in the 'Useful Links' column of 'My Energy'.

  • Q I have not been billed at my new site. What steps should I take to rectify this?

  • If you are already an AGL Online registered customer and have not received a bill please select 'My Energy' followed by 'Billing and Payments' on your AGL Online account to check whether a bill has been sent. If this does not answer your query fully please contact our Customer Service Team by selecting 'Contact Us' in the 'Useful Links' column of 'My Energy'.

  • Q Is the recorded mailing address correct?

  • If the answer is no, please provide the correct mailing address to ensure receipt of bills. 

    You can update your mailing address by selecting 'My Energy' followed by 'Update Account Settings' on your AGL online account.

  • Q My bill total is higher than usual. Why might this be the case?

  • Please be advised that there are a number of factors which may contribute to increases in your bill total. Factors may include a range of factors such as increases in rates or charges and/or variances in usage levels. 

    To clarify items on your bill please contact our Customer Service Team by selecting 'Contact Us' in the 'Useful Links' column of 'My Energy' and they can arrange a tariff analysis to be completed for you.

  • Q Would you like the bills to be emailed every month?

  • 1. If you are not already signed up to paperless billing (eBilling), please select 'My Energy' then 'Update Account Settings' on your AGL online account. 

    2. Please choose the relevant account and select 'yes' on 'eBilling enabled for this account' and input your email address. 

    Once selected, you will only receive bills by email.

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Quote Request

  • Q I would like to request a quote. Who should I contact?

  • 1. Please select 'My Energy' and then 'Help Centre' on your AGL online account. 

    2. Please choose 'Create an enquiry' and select 'Quote request' from the drop down category menu and you can submit the request. 

    Alternatively you can contact our Customer Service Team by selecting 'Contact Us' in the 'Useful Links' column in 'My Energy'.

Updating My Account Online

  • Q I want to add another AGL account to my current AGL Energy Online Log in. What steps should I take?

  • 1. Please go to the AGL Online Help Centre and ‘Create an enquiry’. 

    2. Proceed to the ‘Make an Enquiry’ option and select the ‘Update my online account’ and ‘Adding a site’ options. 

    3. Select the account number you have already registered from the drop down menu. You can then add your accounts by entering the Account Number/s (found on your invoice) in the ‘Details of Your enquiry’ text box.

    4. Please also provide us with a contact number (at the bottom of the text box) – to enable contact should we need to clarify any of the supplied information.

  • Q I want to delete an account. What steps should I take?

  • To delete an account, please contact our Customer Service Team by selecting 'Contact Us' in the 'Useful Links' column in 'My Energy' and speak with one of our representatives.

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