Helping you keep the lights on
Last updated: 1 July, 2020
We know that millions of Australian homes and businesses are relying on us to keep their energy flowing - especially right now.
We're focused on the wellbeing of our customers and team members. Our generation sites are still operating 24/7 to keep the lights on and deliver the services we all need. Our team members are working from home when they can, and when they can't, we're taking extra steps to keep them safe.
We wish everyone well and encourage you to follow the guidance of the Australian Health Department.
Help with your payments
We know that these difficult times can cause financial stress. If you need some extra help, you can:
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Apply for our dedicated COVID-19 Customer Support Program, designed to help residential and small business customers
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Set up a payment extension for your next bill
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Organise a payment plan
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If you have a concession card, see if you’re eligible for government concessions, rebates or grants on our concessions page or via our easy Here to Help tool.
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Access our hardship programs for ongoing support. That’s Staying Connected for customers in NSW, QLD, SA or WA, and Payment Support Victoria customers in VIC.
To see what federal and state government support you may be able to access, download our COVID-19 Government Assistance Guide.
Over the counter payments are difficult right now - have a look at some of our alternative ways to pay.
Support for businesses
Small business customers can access the same COVID-19 Customer Support Program as our residential customers.
If your business is experiencing financial hardship and you're worried about whether you can make your next payment, please get in touch.
We're also committing to pay our small business suppliers within 14 days.
Getting help
Our contact centre has been impacted by workplace restrictions, which means longer than usual wait times for phone and messaging responses - thank you for your ongoing patience.
The easiest way to get in touch is to message us anytime in the AGL Energy app or My Account. While you’re online, you can also manage and pay your bills, and track your energy usage.
Need someone to talk to? Events like this can be challenging and the resulting stress can make coping difficult. You can call Lifeline anytime on 13 11 14 and a range of self-help tools are available at lifeline.org.au.
Energy efficiency tips
We’re always trying to keep our energy bills down. But now that we’re spending more time at home and, in some cases, keeping essential business equipment running, it’s even more important.
If you aren’t already, you might like to try:
Using energy insights - after we send your e-bill, we'll estimate how much energy your home used on heating, lighting, standby and more
Submitting your own meter reading - if you have a basic meter, you can send us a reading anytime to update your bill projection
Checking your energy usage anytime in the AGL Energy app or get more detailed usage info in My Account.
Life support
If you or someone in your house uses life support equipment, it's important that you let us know right away (if you haven't already) by calling 131 245.
Moving or need to renew your plan?
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Learn about organising your move
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Renew your plan in My Account
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Compare energy plans
If you've already booked your move, it should be connected as scheduled.
