We try our best to keep our bills simple and easy to understand.
Still, we know that, from time to time, you'll have questions. You may query the amount you need to pay, for example, or your energy usage - and we want to make sure you have satisfactory answers.
Energy bills not what you expected?
If your bill seems higher than expected, it could be because of the season (a very hot summer, for example, or a cold winter) or due to a rate change.
To help you get a better understanding of how you're using energy in your home (and how to use less) AGL has launched My AGL IQ®. You can use this online service to see how you use energy, make a plan to do something about it, and then save on your energy bills by reducing your energy use.
Trouble paying your bill?
If you are having trouble paying your bill you can take advantage of a number of payment plans with AGL and a variety of ways to pay.
With AGL bill smoothing, the estimated total cost of your energy bills over the next year is spread across equal monthly, fortnightly or weekly installments. It's a great way to make managing your energy bill payments easier and more predictable - and a big help when it comes to planning your budget.
If you are an AGL residential customer, experiencing financial difficulties and having trouble paying your gas and/or electricity bills, AGL's Staying Connected program may well be able to help. 'Staying Connected' can give you good advice and practical guidance and can devise a plan that considers your financial situation and what you can afford to pay.
You may also be eligible for government concessions and other assistance.
If you're having trouble paying your AGL gas or electricity bills, call 1300 659 925.
Top billing FAQs
By limydoo 28/Apr/2016/5:57AM
There are scam emails currently circulating that pretend to be from reputable energy companies, which claim you owe money for an outstanding gas or electricity bill and ask you to click on a link to view your account or to make a payment.
They often involve you being illegally contacted by an individual or company who pretend to be from AGL and who try to gain your personal information by falsely saying things like:
Your AGL energy bill is overdue and you need to share your credit card or bank account details to avoid being disconnected; or
You’ve been overcharged and we need your credit card in order to refund you.
These are just two examples, but if you receive a phone call or email that’s similarly unusual or suspicious that asks for your financial information, please do two things:
Ignore it; and
Call us directly on 131 245 to check whether we have been trying to contact you.
If you’ve provided your details on a website, by email or over the phone, and you believe you may have been a victim of fraud, please contact your financial institution immediately.
Remember, AGL will never send you emails asking for personal banking or financial details.
How the scams work:
You receive an email from a reputable energy company claiming that you owe them money.
The email may appear to come from a department like the 'Accounts Receivable Team' or 'Accounts Payable'.
The email may contain the subject title 'Your AGL Bills Update ✔'.
The email may or may not be from your current energy provider.
The email may claim that you have exceeded your energy consumption limit and need to pay or even that you are eligible to use a discounted energy tariff if you click on the link.
The email may direct you to click on a link to view your account, pay your bill or download an attachment.
If you click on the link, your computer may be infected with malicious software and your identity compromised.
If you 'pay' the amount, you will lose your money and may have your credit card details stolen.
How to protect yourself:
If you receive a suspicious email for outstanding energy usage - delete it immediately.
If you're not sure if this is a scam, contact your energy provider with the contact details from their website and not from the email.
Look out for tell tale signs of a scam email, including spelling mistakes and poor grammar.
Never click on the links from suspicious emails and delete them immediately.
For more information visit the Scam Watch website.
By JeremyH 28/Apr/2016/6:51AM
If you have a smart electricity meter that’s remotely-read every day, we can use real usage data to work out your monthly bill.
However, if your meter is read every two to three months and we don’t have actual data to use each month, we use a process to estimate your energy usage that looks at your past energy usage and takes into account seasonal factors. Then, when an actual meter reading comes through, we adjust your account if we need to.
If you’re new to AGL and historical metering data is not available, estimates are based on the average energy usage of similar customers over the same period.
Customers who are on My AGL Monthly Bill and have a basic meter can give us their own meter read by entering it into AGL Energy Online. Check out this Community post that explains this in further detail.
By JeremyH 28/Apr/2016/6:14AM
Estimated bills are based on our estimate of your energy usage (rather than an actual read of your meter). There are a number of reasons why this may happen.
For example, we might estimate your usage if your Distributor (who provide your usage information to us, your Retailer) has trouble accessing your meter to read it. This might be because your meter’s been installed indoors, behind a locked gate, or somewhere that’s protected by a dog.
Another common reason for getting estimated bills is that you have chosen to receive monthly bills. Unless you have a digital meter installed at home that gives us your usage information every day, we’re likely to only get an actual read from your Distributor every two or three months.
When we get an actual meter read from your Distributor after giving you an estimated bill, we’ll check and potentially correct your account based on whether we’ve charged you too much or too little. This might lead to you getting an adjusted energy bill down the track.
You can tell if your bill is based on an estimate or an actual meter reading by looking at the ‘Reading Type’ or ‘Current Reading’ section on the back page of your bill.
To ask for an actual meter reading (a fee may apply), please call us anytime 24/7 on 131 245.
By JeremyH 06/Jul/2016/2:53AM
Digital meters, otherwise known as smart meters, are the next generation of electricity meters, replacing analogue ones. They measure your home’s electricity use in 30-minute intervals, and can send this data automatically to your energy retailer every day using a secure wireless network.
Digital meters allow you to have correct meter readings and more accurate bills, plus they give you the power to track your usage, manage and pay your bills and even set alerts for yourself using AGL IQ in the AGL Energy App.
Digital meters are installed by qualified electricians, and depending on your home’s set up and situation, the installation process normally takes 30 minutes to 2 hours to complete.
By JeremyH 28/Apr/2016/6:17AM
If you pay your energy bills using a credit card, or any card that uses a credit card payment facility, AGL is charged a merchant services fee by your financial institution. This will appear on your next bill as ‘payment processing fee’. You can view the Payment Processing Fee amount in your relevant state’s Fee Schedule.
There are other methods for paying your energy bills with AGL that won’t incur a payment processing fee, which you can learn about in the Billing and Payments section of Help and Support.