Concessions, Rebates and Grants for NSW Residents

As an AGL customer, you may qualify for various concessions administered by AGL on behalf of the NSW State Government. Eligibility conditions vary and are subject to change from time to time. Please read the information provided for each concession, grant and rebate to see if you are eligible.

NSW Government Low Income Household Rebate

The NSW Government Low Income Household Rebate (formally known as the Energy Rebate) recently increased to $235 per year (indexed annually on 1 July). The rebate is paid in instalments through each AGL electricity bill. The exact amount of the rebate paid on each bill will depend on the number of days in each billing period.

The Low Income Household Rebate is intended to assist eligible AGL customers with all their household energy costs (gas and electricity) but is applied on the electricity bill only.

If you are currently receiving the Low Income Household Rebate you will not have to do anything and will automatically receive the increased rebate. If you are eligible but not currently receiving a rebate, contact AGL 24/7 on 131 245.

Eligibility

To be eligible, the account holder must hold one of the following concession cards:

  • Pensioner Concession Card – issued by Centrelink or Department of Veterans' Affairs.

  • Centrelink Health Care Card.

  • Department of Veterans' Affairs Gold Card - (for recipients of War Widow or War Widower, Totally and Permanently Incapacitated rate or Extreme Disablement Adjustment rate pensions).

A concession can be claimed only if:

  • The energy account is in the name of the concession card holder,

  • The supply address is the domestic primary residence of the card holder and

  • The energy account is billed on a domestic tariff.


The following cardholders are ineligible:

  • A Health Care Card for Child Disability and Foster Care issued in the name of the child.

  • A Seniors Card.

 

NSW Gas Rebate

The NSW Government Gas Rebate is $90 per year and commenced on 1 July 2015. The rebate is paid in instalments through each AGL gas bill. The exact amount of the rebate paid on

each bill will depend on the number of days in each billing period.

The Gas Rebate is intended to assist eligible AGL customers with their household energy and is applied on the gas bill only.

To be eligible for the NSW Gas Rebate, you need to:

  • be resident in New South Wales; and

  •  be a customer of the retailer, or a long term resident of an on-supplied residential community, or a resident of an on-supplied retirement village, or a resident of an on-supplied strata scheme; and whose name appears on the gas account for supply of natural gas to his or her principal place of residence; and

  • hold either a:

    • Pensioner Concession Card issued by the DHS/DVA; or

    • DHS Health Care Card; or

    • DVA Gold Card marked with either:

      • War Widow or War Widower Pension; or

      • Totally and Permanently Incapacitated (TPI); or

      • Disability Pension (EDA).

If you are currently receiving the NSW Gas Rebate you will not have to do anything and will automatically receive the increased rebate. If you are eligible but not currently receiving a rebate, contact AGL 24/7 on 131 245.

Life Support Rebates

The Life Support concession provides additional financial support to customers who require the use of specific life support machines in their home. The Life Support Rebate can be received in addition to other assistance such as the NSW Government Low Income Household Rebate, the Medical Energy Rebate and the Energy Accounts Payment Assistance (EAPA) scheme. If you have more than one type of life support machine in your home you are eligible to receive more than one rebate. For this to occur, all machines prescribed by the patient's doctor must be included in the application. Rebates are calculated on a daily basis and are applied to each bill.

Customers do not have to be a concession card holder to be eligible to receive this rebate.

Eligible Equipment and Rebates:

Eligible Equipment

Daily Rebate

Positive Airway Pressure (PAP) Devices

$0.30
$0.59 for 24 hour use 

Enteral feeding (formerly known as Kangaroo Pump)          

$0.37

Phototherapy Equipment

$3.07

Home Dialysis

$1.28

Ventilators (Respirators)

$3.07

Oxygen Concentrator

$1.54
$2.59 for 24 hour use

Total Parenteral Nutrition (TNP) pump

$0.70

External heart pump

$0.09

Power wheelchairs for quadriplegics

$0.25

Eligibility

Eligibility for the Rebate is based on the following criteria:

  • The account holder or another occupant in your household requires one or more of the eligible medical equipment above to sustain that person's life, and;

  • You have an application form signed by your doctor to verify the need for specific in-house medical equipment.

Customers who have either a life support machine that is eligible for concession of any other type of machine prescribed by a doctor for life support purposes, should contact AGL 24/7 on 131 245 to ensure their life support details are added to AGL's Life Support Register.

The application form for this Rebate can be downloaded here:

AGL Life Support 
Reply Paid 84146 
Melbourne VIC 8001 
(No stamp is required). 

Medical Energy Rebate

The Medical Energy Rebate is for eligible customers who are unable to self-regulate their body temperature when exposed to extreme (hot or cold) temperatures due to certain medical conditions such as Parkinson's disease and Multiple Sclerosis.

The Medical Energy Rebate recently increased to $235 per year (indexed annually on 1 July). The rebate is paid in installments through each AGL electricity bill. This rebate can be received in addition to other assistance such as the NSW Government Low Income Household Rebate, the Life Support Rebate and the Energy Accounts Payment Assistance (EAPA) scheme.

Eligibility


Eligibility for the Rebate is based on the following criteria:

  • Either the account holder or another person residing at the residence must have an inability to self-regulate body temperature, and

  • The completion of a signed form by a medical practitioner who has been treating the eligible resident for at least three months.

 To be eligible, customers must hold one of the following concession cards:

  • Pensioner Concession Card – issued by Centrelink or Department of Veterans’ Affairs.

  • Centrelink Health Care Card.

  • Department of Veterans’ Affairs Gold Card - (for recipients of War Widow or War Widower, Totally and Permanently Incapacitated rate or Extreme Disablement Adjustment rate pensions).

Further information about this Rebate and an application form can be downloaded here:

AGL Life Support
Reply Paid 84146
Melbourne VIC 8001
(No stamp is required)

Family Energy Rebate

The NSW Government introduced the Family Energy Rebate in 2012. It is specifically designed to help NSW family households to pay their electricity bills.

Eligibility and amount of rebate

Any electricity customer that resides in NSW and who was eligible for the Federal Government's Family Tax Benefit A or B at any time during the last financial year may be eligible for this rebate.

To be eligible for this rebate, you must be the primary account holder of your electricity account.

Reference Table

Eligibility

Rebate Amount

  • Electricity Customer No Concession Card          

  •  

  • No Low Income Household Rebate

  •  

  • Family Tax Benefit A or B

  • $150.00

     

  • Electricity Customer

  •  

  • Concession cardholder

  •  

  • Low Income Household Rebate

  •  

  • Family Tax Benefit A or B

  • $15.00

     

    How to apply?

    Applications must be completed through NSW Trade and Investment http://www.trade.nsw.gov.au/energy/customers/rebates. You will need the following information in order to complete the application:

    • Your Customer Reference Number (CRN).

    • If applicable, your Department of Veteran Affairs (DVA) number.

    • Your recent AGL electricity account containing all relevant billing information.

     

    Energy Accounts Payment Assistance Scheme (EAPA)

    The EAPA scheme helps financially disadvantaged people who are having difficulty paying their electricity or gas bill because of a crisis or emergency situation. The scheme ensures people stay connected to essential services during a financial crisis, and is not available on an ongoing basis.

    For more information regarding financial assistance offered by the New South Wales Government, please contact AGL 24/7 on 131 245 or the Energy Information Line on 1300 136 888, or visit http://www.energy.nsw.gov.au/customers/help

    NSW Seniors Card

    As part of AGL’s partnership with Seniors Card in NSW, Seniors Card holders get access to a range of special offers.

    Top billing and payments FAQs

    How do online scams, like phishing or hoax activities, operate?

    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.

    How are monthly bills determined?

    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.

    Why do I get estimated bills?

    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.

    What is a digital meter?

    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.

    What is a payment processing fee?

    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.