About the program

Our COVID-19 Customer Support Program is here to you if you can't pay your bills because you’ve lost your job or business, or your health has been impacted, because of the pandemic.

We're offering extended payment terms and will suspend disconnections until 31 July 2020.

If you're currently accessing our regular hardship programs - Staying Connected in NSW, QLD, SA and WA, or Payment Support Victoria in VIC - you can still apply for the COVID-19 Customer Support Program.

Your payment options

Eligible residential and small to medium business customers can apply to either:

  • Defer payments until 31 July 2020, so you won't need to make any payments towards your energy bills.

  • Defer payments until 31 July 2020 and make voluntary contributions, when you can. If you're registered for Direct Debit, go to our FAQs to see how to make contributions.

You'll still receive bills to help you understand your usage and account balance but won't be at risk of disconnection within this period.

How to apply

Once you receive your bill, you can apply in My Account. If you aren’t using My Account yet, you can register in a few easy steps.

FAQs

What's included in the AGL COVID-19 Customer Support Program?

The AGL Customer Support Program includes:

  • Fast-tracked access to a program allowing deferred payments until 31 July 2020 or deferred payments with voluntary contributions until 31 July.
  • No disconnections during the deferred payment period if you are on the AGL COVID-19 Customer Support Program.
  • Waiving disconnection and reconnection fees for small businesses that have been forced to temporarily close.
Who should apply for the COVID-19 customer support program?

The program is available to you if you're experiencing financial hardship as a result of the pandemic and you're:

  • An eligible residential customer
  • A small to medium business customer - this means you have less than 10 sites and spend less than $30,000 (GST incl.) annually on electricity and less than $50,000 (GST incl.) on gas.
  • No longer an AGL residential or small business customer, but you have an outstanding amount owing to us

Keep in mind that if you have multiple AGL account numbers you will need to apply for each of them individually

Large business customers

Unfortunately, this specific customer support program is not available for large business customers, but if you are experiencing financial hardship please call us on 1300 001 047.

When should I apply for the COVID-19 Customer Support Program?

The easiest way to register is to wait until your bill arrives. There is no need to do anything until you receive your next bill.

Customers can register between now and 31 July 2020. The program is available on any bills issued between now and 31 July 2020 for eligible customers.

Will I receive bills while I am on this program?

Once you've applied for this program, you'll still continue to receive your bills as normal - please ignore any due dates that are payable before 31 July 2020.

Can I make voluntary payments if I’m registered for Direct Debit?

We've had to make some system changes to defer your payments while the program is running.

If you already have Direct Debit set up and you want to make any voluntary payments before the program ends, 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.

Thinking of setting up Direct Debit while registered for the program?

If you don't already have Direct Debit set up, we suggest you wait until the program ends, otherwise your full account balance will be deducted immediately. If you're not ready to pay in full, please choose another payment option.

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 until the end of the program.

What does ‘defer my payments' mean?

For our COVID-19 Customer Support Program, it means that you won’t need to make payments until after 31 July. You also won’t be at risk of disconnection due to overdue bills while you’re on the program.

Until then, energy and supply charges will still be added to your account, which will need to be paid once the program ends. You can pay it off all at once or under a payment arrangement with us - depending on your account balance and your personal situation. Find more information about our payment support programs.

Our COVID-19 Customer Support Program is different to some of the other deferral programs implemented by banks and other companies over the past few months.

What happens at the end of the program?

We'll let you know your options in July and will follow up at the end of the program.

What if I still owe money after 31 July?

We'll let you know your payment options in July, before the program ends.

If you're unable to pay your account in full at the end of the program, we have help available to you.

Learn more about our payment support programs for residential customers or contact us for more information. The easiest way to get in touch is to message us anytime in the AGL Energy app or My Account.

What if I have more than one property?

You will need to register for each AGL account through MyAccount.

Will I receive extra communication from AGL while on the program?

While you’re on the program, we'll send you other information that’s relevant to your energy account. This is in addition to your bills and might include information about your current plan term ending (with new plan options), and any price changes.

What other financial support options are available?

If you're in NSW, QLD, SA or WA you can access AGL's Staying Connected program. If you're in VIC, support is available as part of our Payment Support Victoria program.