Did you know that AGL is one of Australia's leading integrated energy companies and the largest ASX listed owner, operator and developer of renewable energy generation in the country?


AGL has already invested over $3 billion in renewable investments, including AGL's Nyngan and Broken Hill solar plants, Australia’s largest utility-scale solar photovoltaic (PV) power plants.

We are taking action toward creating a sustainable energy future for our investors, communities and customers.


Customers are at the heart of everything we do

At AGL we are passionate about providing quality service to our customers. To ensure we better understand what this means, we regularly arrange informal customer discussions with a broad range of our customers, to listen to them and hear how they feel about the service we offer. Representatives from across AGL attend these discussions, allowing us to hear about what we do well, and how we can improve. Everyone at AGL is invested in improving the experience our customers receive.

Our vision, 'creating energy solutions for the communities of today and tomorrow', puts the customer at the heart of everything we do. We rely on you, just like you rely on us and this isn’t something we take lightly. We are privileged to have a place in Australian homes and we are committed to giving back to those in need.


Energy for life

AGL is proud to be a responsible organisation that is committed to supporting the communities in which we live and work. AGL’s Energy for Life’ program aims to give back to the community and to support families in financial hardship.

As part of AGL’s Energy for Life program, AGL is investing more than $3 million over the six years from 2012 in a series of strategic partnerships with The Smith Family, the Cancer Council, the Julian Burton Burns Trust and St Vincent de Paul Society.


AGL’s Affordability Initiative

We acknowledge that as an essential service provider, AGL has a responsibility to ensure it provides appropriate support to vulnerable members of the community. Life changes, the unexpected can happen and energy costs can be the cause of stress in the household budget.

Consequently, in December 2014, AGL launched its Affordability Initiatives after consultation with community and consumer group leaders. Our key commitments are:

  • Improve the way we work with our customers
  • Invest $6 million over three years to support hardship customers
  • Target early intervention to support vulnerable customers
  • Support policies which enhance competition of offers
  • Improve comparability and transparency
  • Deliver clear customer choice
  • Offer direct contact for financial counsellors and community workers
  • Provide easy to find assistance.

Our commitments to provide meaningful support to our customers are being made to, and following consultation with: Brotherhood of St Laurence, Financial Counselling Australia, NSW Public Interest Advocacy Centre, Queensland Council of Social Service, St Vincent de Paul Society, Kildonan Uniting Care and South Australian Council of Social Service.

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.


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


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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

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 ...


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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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Can I have more time to pay my bill?

By  JeremyH 28/Apr/2016/6:11AM

Please call us anytime 24/7 on 131 245 if you're having trouble paying your bill. You may qualify for a payment plan, relief scheme or a government funded concession.


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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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