Financial support and assistance

We understand that sometimes you just need a little extra help with your bill.

Having trouble paying your current bill?

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More time to pay

To view your payment arrangement options and eligibility, go to My Account.

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Concessions, rebates and grants

As a customer, you may qualify for various concessions that we can provide on behalf of the state government.

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Bill smoothing

Make budgeting easier by spreading the year’s energy costs into small, consistent payments.

Bushfire support

Support for customers, communities and volunteers in fire-affected areas across Australia is now available from AGL.

Learn more

Having trouble paying ongoing bills?

Financial challenges can arise from a sudden change in income, illness or other matters. If you’re having a hard time paying your home energy bills, our Staying Connected program could offer you some extra support.

What is Staying Connected?

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

Our trained consultants will:

  • Tailor a payment plan matched to you. Your plan will consider your current financial situation and what you can afford to pay
  • Provide you more information about payment options and concessions that may be available to you
  • Put you in touch with free and independent financial counselling or support services and can offer you advice on energy efficiency

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

Can it help me?

We understand that every circumstance is different. Our team is dedicated to helping customers with sensitive matters.

Whatever suits your situation get in touch.

How do I apply?

Give us a call and ask about our Staying Connected program. Language assistance is available.

1300 659 925
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.

What is AGL’s Family and Domestic Violence Policy?

We recognise that our customers may experience situations of violence or abuse in their personal lives and want to ensure we are doing everything we can to promote a safe and supportive environment. Further information along with AGL’s Family and Domestic Violence Policy can be viewed here.

Useful information

Our commitments
Energy savings advice

We'll provide helpful energy saving tips and keep you up to date with how you’re tracking with reducing your energy costs. Why not check out our Energy Efficiency Guide, for a start?

We also have an Easy English version of the Energy Efficiency Guide available.

Easy ways to manage your energy use

Keeping track of your energy use and managing your AGL account is easy with My Account or the AGL app:

  • Sign up for eBilling
  • Non-solar customers with a digital meter can also get a personalised Energy Insights report
  • Answer a few questions in our Home Profile tool to better understand where your energy goes

Log in or register now.