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.

AGL Staying connected is a partnership with AGL and our customers, to maintain a partnership we need ongoing payments to an account and can help in variety of ways to assist in this.

How it works

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?

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.

When can I change to flexible pricing?

Flexible pricing will provide you with more choice and provides an incentive to use power at times when there is less demand for electricity, which may reduce peak demand and reduce the need for infrastructure upgrades.


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.

More Information

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.