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Payment Support Victoria

Whether you need to arrange a payment extension, instalment plan or something more, we understand that sometimes you just need a little extra help with your bills.

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 energy bills, our Payment Support Victoria program could offer you some extra support.

What is Payment Support Victoria?

Payment Support Victoria is our 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.

Can it help me?

We understand 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 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.

Am I eligible?

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

How do I apply?

Speak to us about Payment Support Victoria. Get in touch with our team. Language assistance is available.

131 245
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 Payment Support Victoria program, we will ensure your home gas or electricity is not disconnected and there is no collection action on your account.

COVID-19 Customer Support Program

If you’re under financial stress as a result of the pandemic, you might be eligible for a monthly instalment plan or deferred payments.

Learn more

Having trouble paying your current bill?

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More time to pay

To view your payment extension 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.


Useful information

Our commitments
Energy savings advice

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?

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.

The AGL Assist Toolkit

This resource outlines tools and support available to AGL customers.

Download the AGL Assist Toolkit

Family and domestic violence

We're committed to supporting all employees and customers who are experiencing or impacted by family and domestic violence.

Learn more