Contact us 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, we can help.

Payment Support Victoria is AGL’s hardship program for Victorian customers and provides support that goes beyond traditional payment plans. This support is confidential and is designed to help you get back on track with your home energy bill, repay your overdue bills and lower your ongoing usage costs. For more information, contact us on 131 245.

See if you qualify for Payment Support Victoria

Payment Support Victoria is available to Victorian residential customers who are experiencing temporary or long-term financial difficulty that makes it hard to pay their gas and/or electricity bill.

Discreet and personalised support

We know that every circumstance is different. So we'll consider your current financial situation and what you can afford to pay before we make any recommendations – that way, your support is tailored to you.

As part of Payment Support Victoria, you can access a flexible payment arrangement or get advice on your future energy costs and how you can lower them. And if you can't pay your ongoing energy usage costs, you may be entitled to additional support such as a six-month freeze on your outstanding debt, assistance to find an AGL energy offer that's most likely to reduce your home's energy costs, and tips and tools to assist you to safely reduce your energy costs.

Our consultants can also provide information about government concessions and rebates, Centrelink's Centrepay facility or our convenient payment options.

Whatever support you need, one of our trained consultants can help. Simply call 131 245 anytime, 24/7.

Language assistance is available.

Easy ways to manage your energy use

Keeping track of your energy use and managing your AGL account is easy with My Account.

You can sign up for eBilling or understand how electricity is used in your home with a personalised Energy Insights report. You can even answer a few questions in our Home Profile tool to better understand where your energy goes.

Log in or register now.

Going beyond your energy bill

As part of Payment Support Victoria we may put you in touch with free, independent financial counselling or direct you to MoneySmart for free, independent financial guidance.

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?

In some cases, we may arrange for someone to conduct a home energy audit and offer advice on how you can reduce your energy usage.

Talk to our team

Please contact a member of our team by calling 131 245 if you would like more information. Language assistance is available.

Can Payment Support Victoria 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.

We understand that financial challenges or difficulties 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 these difficulties

In these and similar situations, the Payment Support Victoria program may be able to help. Please contact us on 131 245 for more information.

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.