When you might need support
Financial hardship can affect anyone. It can be caused by things like:
- losing your job or a change in income
- serious illness, disability or death in the family
- natural disaters
- separation, divorce or other family crisis, or
- other personal reasons.
Ways we can help
When you participate in an AGL hardship assistance program, we provide support based on your unique financial situation.
Our trained consultants can:
- tailor a payment plan to your needs and what you can afford to pay
- provide information about payment options, government assistance and concessions you may be eligible for
- connect you with free and independent financial counselling or support services
- check that you're on the right energy plan for you
- offer advice about your likely future energy costs and how you can lower them.
Personalised support includes:
- flexible payment arrangements of up to two years to support your repayments of overdue bills and ongoing usage costs
- advice about your likely future energy costs and how you can lower them
- advice on payment options, concessions and government support services available to you
- other assistance, including connecting you with free and government and non-government independent financial counselling.
If you can’t pay your ongoing energy usage amount in full, we can offer additional support. This includes:
- a period of at least six months where overdue amount repayments are put on hold as you work to lower ongoing usage costs. You’ll also pay less than the full cost of your energy use (this may be added to the amount you owe later)
- putting you on the AGL energy offer most likely to help reduce your home's energy costs
- giving you helpful energy saving tips and keeping you up to date with how you’re tracking with reducing your energy costs.
Ongoing support
While you receive financial hardship assistance, we:
- won't disconnect your home electricity or gas
- won't arrange a payment collection on your account.
Other assistance you can set up yourself
If you need help with payments over the next few months, we also have support options you can set up yourself at any time.
Confidentiality
Your privacy is important to us. Our commitment to assisting you with compassion and understanding includes keeping your information confidential.
We'll only disclose or use information in accordance with th erequirements of the Privacy Act 1988 and the AGL Privacy policy.
Hardship policies by state
To see financial hardship assistance options relevant to you, read th ehardship policy for your state.
Staying Connected (NSW, QLD, SA and WA)
- Customer Hardship Policy - Summary (PDF)
- Customer Hardship Policy - NSW, QLD and SA (PDF)
- Customer Hardship Policy - WA (PDF)
- Customer Hardship Program - Easy English Guide NSW, QLD, SA (PDF)
Payment Support Victoria
Other financial support options
Payment support you can set up yourself
You can use My Account and the AGL app to:
- see if you're eligible for payment assistance
- learn about payment extensions and instalment plans
- even out your payment with bill smoothing.
Concessions, grants and rebates
To see what financial support we can provide on behalf of state governments, check what concessions you're eligibile for.
If you're a Victorian customer, check if you're eligible for the Victorian Government's Power Saving Bonus by visiting Victorian Energy Compare.
Family and domestic violence support
If you're an employee or customer currently experiencing or being impacted by family and domestic violence, learn about ways we can support you.
Energy saving tips
Find ways to save money on energy with our top energy saving tips.
