Financial hardship assistance - Payment Support Victoria

Helping you with confidential and personalised support if you're having trouble paying your bills.

How Payment Support Victoria works

If you're having ongoing trouble paying your bills, we're here to help.

We can work with you to design a support program based on your unique situation. It's called, Payment Support Victoria.

For QLD, NSW, SA and WA see Staying Connected.

Confidential and personalised support

The support is confidential and designed to help you get back on track with your home energy bill, repay your overdue bills and lower your ongoing usage costs.

Personalised support includes:

  • flexible payment arrangements of up to two years that help you to repay your overdue bills and also pay for your ongoing usage costs at regular intervals
  • advice about what your future energy costs are likely to be and how you can lower them
  • advice on payment options, concessions and government support services available to you
  • other assistance, including connecting you with free and government and non-government independent financial counselling

If you're unable to pay the full amount of your ongoing energy usage you can access additional support from us, including:

  • a period of at least six months where repayment of the amount that is currently overdue is put on hold while you work with us to lower your ongoing usage costs and you pay less than the full cost of your energy use (this may be added to the amount you owe later)
  • putting you on the AGL energy offer that is most likely to help reduce your home's energy costs
  • giving you helpful energy saving tips and keeping you up to date with how you are tracking with reducing your energy costs

We understand that every circumstance is different. So we’ll consider your current financial situation and what you can afford to pay before we make any recommendations – that way, your support is tailored to you.

While you're actively taking part in the Payment Support Victoria program, we'll make sure your home gas or electricity is not disconnected and there is no collection action on your account.

It's all part of our commitment to the community.

Prefer a payment extension or instalment plan?

If you need a little help to get through the next few months or to stay on top of your bills, you can access payment options under standard assistance such as paying smaller amounts more often, changing how often you pay, delaying payment of a bill (once a year) and paying in advance. And you can set them up yourself online.

Check your eligibility for Payment Assistance
Read about Payment extensions and instalment plans

We understand financial challenges or difficulties can affect anyone. Victorian residential customers who have overdue energy bills are entitled to assistance as part of Payment Support Victoria.

Our team will assist you with compassion and understanding. This includes keeping your information confidential.

We'll only disclose or use information in accordance with the requirements of the Privacy Act 1988 and the AGL Privacy Policy.

How to apply

To talk with us about how we can support you, call 131 245.

For interpreter services, services for hearing and impaired customers or the number to call if you’re overseas, visit Contact us.

Other financial support options

Concessions, grants and rebates

You may be eligible for the Victorian Governments' Power Saving Bonus. More information on eligibility can be found on Victorian Energy Compare.

You may qualify for various other concessions that we can provide on behalf of state governments.

Check your eligibility

Family and domestic violence support

We’re committed to supporting all employees and customers who are experiencing or impacted by family and domestic violence.

Family and domestic violence support

COVID-19 support

If you’ve been financially impacted by the pandemic, we have options available to help you.

Learn about our COVID-19 support options

Energy saving tips

If you're looking for ways to save money on energy, read our top energy saving tips.

Find out about reducing your energy use

Need support?


Prefer to talk? We’re here anytime.

Call 131 245
More ways to get support

For interpreter services, services for hearing and impaired customers or the number to call if you’re overseas, visit Contact us.