Staying Connected

Help for you in difficult times

Staying Connected, AGL's Hardship Program, is designed to assist our residential customers who are experiencing financial difficulties and having a hard time paying their gas and/or electricity bills.

Staying Connected is all about extra support when the going gets tough – with personalised assistance that goes beyond traditional payment plans so you can get back on track with your energy bills.

It Works Like This:

With Staying Connected you'll have access to a dedicated team specially trained to tailor a plan that suits your individual needs, a plan that considers your financial situation and what you can afford to pay.

Importantly, you will always speak directly to one of our specially trained consultants.

Advice and Guidance

Our team can also provide helpful information about payment options, including access to Centrelink's Centrepay facility, government concessions and other assistance that may be available to you.

Plus we can put you in touch with free and independent financial counseling services or other support services. And of course, we're qualified to give you advice on using your energy more efficiently to help you save money.

Can Staying Connected Help You?

If you are an AGL residential customer experiencing temporary or long-term financial difficulties and having trouble paying your gas and/or electricity bills, the answer may be 'yes'.

We understand that financial hardship 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 other family crisis.

  • Other personal problems contributing to financial hardship.

In these and similar situations, Staying Connected may be able to help.


Will Anyone Else Find Out I Am Having Difficulty Paying My Bills?

No. Your privacy is important to us. Our Staying connected team will assist you with compassion and understanding that includes keeping your information confidential and only disclosing or using it in accordance with the requirements of the Privacy Act 1988 and AGL's Privacy Policy.


How Do I Find Out More?

For more information about how AGL can assist or to contact AGL's Staying Connected team, simply call AGL 24/7 on 131 245. Language assistance is available.

Top FAQs

How do online spams, 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...

Read full article in the Community

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.

If you live in New South Wales, Queensland or South Australia, you'll have one of the meters pictured below ...

Read full article in the Community

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 ...

Read full article in the Community

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 ...

Read full article in the Community

Does AGL have a mobile app?

By MattyDubs    27/Apr/2015/5:44AM

We've released a free smartphone app to give you greater visibility and control over your energy usage. The AGL Energy app has been launched with Apple iOS compatibility, with planned compatibility for Android devices in the near future.

The new AGL Energy iPhone App lets you stay in control, i...

Read full article in the Community