Program update

Our COVID-19 Customer Support Program was set up in March to provide support and temporary relief when the first wave of restrictions occurred across Australia.

We offered extended payment terms, deferred payments and suspension on any collection activity or disconnections until after 31 July 2020 to everyone on the program.

If you registered for the program, we’ll be in touch about your account balances, options for payment, energy efficiency advice and other helpful information. 

How we'll continue to support you

We have ongoing help available if you can't pay your bills because you’ve lost your job or your business or health has been impacted by the pandemic.

We’ll be providing you with options to pay overdue amounts on your bills now that payment deferrals have ended. Let us know if you need additional support and we will work with you to discuss other options. Talk to us - if we don’t hear from you, your energy supply may be at risk of disconnection in the future.

Our payment support options are always available and include:

  • Short-term arrangements such as payment extensions or instalment plans
  • Longer-term support from our hardship programs - Staying Connected if you live in NSW, QLD or SA or Payment Support Victoria if you’re in VIC.

Go to our COVID-19 Customer Resource Centre to see all payment support options, energy saving advice and other helpful information.

If you need to get in touch, or have any questions, the easiest way is to message us anytime in the AGL Energy app or via My Account.

FAQs

What if I still owe money after 31 July?

We’ll let you know your options for paying the amount owing and if you need help, we’ll have support available to you. We won’t disconnect your property or business if you’re talking to us about your situation and working with us to help manage your ongoing energy costs.

Do I need to start making payments towards my energy bills again?

Yes. Now the deferral period has ended, your bills should be paid by the due dates listed. This includes any overdue amounts you have from when payments were deferred. It’s important to contact us if you aren’t able to make payment by the due date, so we can discuss your options.

What happens if I need help in the future?

We’ll always be there to support our customers. You can learn more about our payment support programs for residential customers or visit our COVID-19 Customer Resource Centre. Or, you can contact us any time to discuss your options.

I’m registered for Direct Debit, when will my automatic payments restart?

We had to make some system changes while payments were being deferred and paused your Direct Debit. We’ll let you know when it’s restarting – when this happens, the full amount owning will be deducted from your account.

Please note that we can't process bank account payments through My Account or over the phone while your Direct Debit is paused. We suggest using BPAY or online banking, or calling 1300 657 386 and following the prompts.

Depending on how you choose to pay, there may be additional fees.

I’m thinking of setting up Direct Debit, how will this affect my balance owing?
If you don't already have Direct Debit set up, we suggest you wait until you’re ready to make full payment on your account, because your whole balance will be deducted immediately. If you’re not ready, we have other payment options available.
What happens to my Pay on Time discount?
If you have an existing Pay on Time discount, you won’t lose it during the program. We'’ll apply the discount to any non-overdue bills outstanding from the date you registered for the program, and on any bills issued during the deferral period.