Request a credit refund
How to request a credit refund, how to move credit and what to do if you're moving house or on Bill Smoothing.
On this page
- Credit refund process Jump to Credit refund process
- Check your credits Jump to Check your credits
- Move credits to another account Jump to Move credits to another account
- Online credit refunds Jump to Online credit refunds
- Automatic credits for solar customers Jump to Automatic credits for solar customers
- Bill Smoothing customers Jump to Bill Smoothing customers
- Moving house Jump to Moving house
If you’ve got a credit amount on your account, you can apply to have this paid out to you. Here's how the process works and other information you may need to know about your credit.
Credit refund process
Most credit refunds can take up to 7 business days to be processed and can only be sent to the account from which the payment was made.
Check your bank account or My Account transaction history regularly to ensure your refund has arrived. We'll let you know if the payment was dishonoured or if there are any issues. If we have your mobile number, you'll get an SMS with the outcome of the refund.
To request a credit refund or check your refund status (after at least 7 business days) use the chat icon to chat with us in My Account or the AGL app, or contact us.
Check your credits
To view the credits applied to your account, check either:
- the ‘Overview' section of My Account or the AGL app
- page 2 of your bill under ‘New charges and credits’. For each section of your bill explained, visit Read your bill.
Move credits to another account
If you've got credit on either your gas or electricity account, you can move it from one account to the other by contacting us.
Online credit refunds (electricity and gas only)
You can request a refund online if you’re not on a payment plan and have credit from a bank or card payment. Refunds are sent to your original payment method.
My Account
If you have a credit that’s eligible to refund online, a Request a refund link will show under your credit balance in My Account. Select Request a refund and follow the prompts.
When to expect your refund
It depends on the payment method your credit is refunded to:
- Card: up to 3 days
- Bank account: up to 4 days
If you have any issues, or prefer to talk to us, contact us.
The AGL app
If you’re using the AGL app, the best way to request a refund is to start a chat with us through the chat icon.
Automatic credits for solar customers
If you've got solar, you can arrange your credits to be sent automatically. To set up, contact us.
Bill Smoothing customers
If you're a Bill Smoothing customer, you can still request a credit refund, but after your 6-monthly review, your payment will go up. To find out more, visit Bill Smoothing.
Moving house
Let us know that you've got a credit on your account when you're moving and we'll help you transfer them to the new account or arrange a refund.
