Contact Staying Connected if you need help paying your bill

Financial challenges can arise from a sudden change in income, illness or other personal matters. Whatever your situation, get in touch. Our Staying Connected program could offer you some extra support. For more information, contact us on 1300 659 925.

Staying Connected is our hardship program for customer based in NSW, Qld, SA & WA. If you’re a Victorian customer, support is available as part of our Payment Support Victoria program.

Discreet and personalised support

Staying Connected is personalised assistance that goes beyond traditional payment plans. It’s confidential support so you can get back on track with your home energy bill.

Tailored plans by trained consultants

Our team is dedicated to helping customers with sensitive financial hardship matters. With Staying Connected, you’ll speak directly to one of our trained consultants.

We know that every circumstance is different. So your consultant will tailor a payment plan matched to you. Your plan will consider your current financial situation and what you can afford to pay.

Going beyond your energy bill

Our team can provide information about payment options, including access to Centrelink’s Centrepay facility. Ask us about other government concessions or assistance available that may be available to you.

We can also put you in touch with free and independent financial counselling or support services. And we can offer you advice on energy efficiency to help you save money on future energy bills.

Speak with our team

Please contact a member of our team by calling 1300 659 925 if you would like more information. Language assistance is available.

Can Staying Connected help me?

The answer may be 'yes' if you are an AGL residential customer experiencing temporary or long-term financial difficulties which impacts your ability to pay a gas or electricity bill.

If you’re a Victorian AGL residential customer experiencing temporary or long-term financial difficulty which impacts your ability to pay a gas and/or electricity bill, you’re entitled to assistance as part of AGL’s Payment Support Victoria program.

We understand that financial hardship can strike anyone. For example, you may have experienced:

  • A loss of or change in income.
  • A serious illness, disability or death in the family.
  • A separation, divorce or family crisis.
  • Other personal matters contributing to financial hardship.

In these and similar situations, Staying Connected may be able to help.

Will anyone else find out about my financial difficulties?

No. Your privacy is important to us.

Our team will assist you with compassion and understanding that includes keeping your information confidential.

We will only disclose or use information in accordance with the requirements of the Privacy Act 1988 and the AGL Privacy Policy.


I can't pay my bill. Will my energy be disconnected?

While you are actively participating in the Staying Connected Program, we will ensure your home gas or electricity is not disconnected and there is no collection action on your account.