Helping to keep the lights on
Last updated: 3 April, 2020

We recognise AGL's role as an essential service provider to millions of Australian homes and businesses, especially during these unfamiliar times.

Our priority is the safety and wellbeing of our customers and team members, and we encourage you to follow the guidance of the Australian Health Department.

We thank you for your ongoing patience and wish everyone well.

Supporting our customers and the community

We know that these difficult times can cause financial stress. If you’ve been impacted, we’ve got options available to you.

Other payment support options

If you just need some short-term support, our regular payment options are also available.

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Arrange a payment extension

If you need some extra time to pay your bills, we can help with a payment extension.

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Set up a payment plan

Check whether you're eligible for a payment plan then get in touch with our team to organise

Eligible AGL residential and small business customers can extend their payment due dates. Log in to My Account to set up a payment extension of up to 21 calendar days. Or, you can call us on 131 245 and select Option 2, for an extension of up to 14 calendar days.

There's extra support available through AGL's hardships programs. Customers in NSW, QLD, SA or WA are able to access AGL's Staying Connected program. For customers in VIC, support is available as part of our Payment Support Victoria program.

We're also supporting small businesses by committing to pay our suppliers within 14 days.

We're aware of the impacts to income that our small and large business customers may experience, too, with regular operations being disrupted due to the impacts of COVID-19. AGL remains committed to offering sustainable payment arrangements within our payment assistance process. These commercial customers will also be offered heightened flexibility with payment arrangements to assist them through this time.

More ways to pay

We understand that over the counter payments are difficult given the current situation. Have a look at some of our alternative ways to pay.

Getting in contact with us during this time

Our contact centre has been impacted by workplace restrictions, which means longer than usual wait times for phone and messaging responses.

The easiest way to get in touch is to message us anytime in the AGL Energy app or My Account – we’ll respond between 6am - 10pm AEST, 7 days a week.

You can also call us on 131 245 between 8am - 8pm AEST.

To protect the health and wellbeing of our people and customers, we're not taking walk-ins until further notice - we appreciate your understanding.

We encourage you to use our online services where possible.

My Account

Register or log in to message us, make payments, set up a payment extension, check your usage and view your bills.

AGL Energy app

Message our team, manage your account, pay bills and view your usage with our Apple iOS or Android app.

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Help & support

Find  answers to your questions in our help articles or visit the AGL Community.

Moving or need to renew your plan?

If you’ve already booked your move, it should be connected as scheduled.

Looking out for our people

Plans are in place to protect the health and safety of our employees and their families. We'll continue to find ways to support them at home and in the workplace.

We're taking the necessary steps, including requesting those who can, to work from home as well as taking additional precautionary measures for those essential to our operations and customer engagement.

We've also restricted business-related travel.

We'd like to assure our customers that our generation sites are well-prepared to continue operating as planned.

Support to help you recover

Events like this can be challenging to witness and the resulting stress can make coping difficult.

If you need to talk through your experience, you can call 13 11 14 to speak with Lifeline at any time of day.
A range of self-help tools are also available at lifeline.org.au