Helping to keep the lights on

Last updated: 8 May, 2020

We recognise AGL's role as an essential service provider to millions of Australian homes and businesses - especially during these unfamiliar times. We're focused on the safety and wellbeing of our customers and team members.

Our generation sites are prepared to operate as usual to keep the lights on, and we're doing our bit to minimise infection in the community by asking our people to work from home, where they can. We’ve also taken steps to keep our operational teams safe while they continue to work across a number of regional locations 24 hours a day, seven days a week to deliver the essential services we all rely on.

We wish everyone well and encourage you to follow the guidance of the Australian Health Department.

Supporting our customers and the community

We know that these difficult times can cause financial stress. If you need some extra help, you can:

• Apply for our dedicated COVID-19 Customer Support Program

• Set up a payment extension for your next bill

• Organise a payment plan

• 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.

• 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.

We're here for businesses

With regular operations being disrupted, we're aware of the impacts to income that our small and large business customers may experience. We'll continue to offer sustainable arrangements within our payment assistance process - with flexibility to help them through this time.

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. We 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.

You can also call us on 131 245.

Go online when you can

• Head to My Account or download the AGL Energy app to manage and pay your bills, track your energy usage and message us anytime

• Find answers to common questions in our help articles or visit the AGL community

• Connect AGL to your Google Assistant or Amazon Alexa to easily check your account balance, extend your bill due date, set energy usage alerts (if you have a digital meter) and more.