Top 10 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 indivi...

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How can I read my digital meter?

By  JeremyH 06/Jul/2016/5:03AM

All meters have a display or information button (clear or grey in colour) which lets you scroll through its different registers. What you'll see will all depend on the type of meter you have.

The following information relates to Active Steam Meters, you'll see it labelled with an Active Stream logo,...

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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 ...

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Why do I get estimated bills?

By  JeremyH 28/Apr/2016/6:14AM

Sometimes we might need to estimate your energy usage, rather than organise a read of your meter. There's a few reasons why this might be necessary.

For example, the distributors who read your meter might have trouble accessing it. This usually happens if your meter's been installed indoors, is beh...

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What is a digital meter?

By  JeremyH 06/Jul/2016/2:53AM

Digital 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 me...

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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 releva...

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Does AGL have a mobile app?

By  MattyDubs 27/Apr/2015/5:44AM

The AGL Energy App lets you stay in control, informed and connected so it's easier to manage your budget and avoid surprises on your bill.

If you're an AGL customer, the AGL Energy App lets you:

  • Track your electricity usage details and gas bills.
  • View your account balance.
  • View your current & histo...

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How do I change the name on my account?

By  JeremyH 28/Apr/2016/7:18AM

Call us anytime 24/7 on 131 245. A member of our customer service team can verify who you are and help you out.

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What should I do if there is a gas leak?

By  limydoo 28/Apr/2016/5:49AM

If the smell of gas is coming from an appliance on your property, or from pipework near the gas meter, turn the natural gas meter handle to the off position first before you immediately phone your local plumber or gas fitter or, if you rent, your real estate agent.

If you pinpoint the smell is comin...

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How do I access my metering data?

By  limydoo 26/May/2016/5:46AM

You can access your metering data by completing the Single metering data request or Multiple metering data requests form available here.

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