FAQs

How do you estimate my energy use by appliance category?

We take your smart meter data, home profile information (if provided), weather, as well as other data, and run it through our algorithms to approximate your energy usage and costs by appliance.

We can generate an estimated breakdown of your usage into as many as 12 appliance categories.

First, we identify the categories that can use a large amount of electricity, like Heating, Cooling, Electric Hot Water, Pool Pump, Standby & always on, and Electric Vehicle, based on the usage from your smart meter.

Fridges & Freezers, and Standby & always on are identified from your smart meter usage when other appliances are not running.

Once we’ve estimated usage for the larger categories, we then use statistical data to approximate how much your other appliance categories, like Home Entertainment, Laundry & Dishwasher, Cooking, and Lighting are consuming

The Anything Else category includes usage we cannot identify individually, including smaller appliances e.g. smartphone chargers, hair dryers, fans.

Please note: Appliance usage estimates aren’t 100% accurate, though we’re continuously improving our algorithms to deliver relevant, useful Energy Insights for you.

What’s included in the appliance categories?
Appliance Category Description
Lighting All lights in the home
Cooking Kitchen appliances like ovens, electric hot plates, toasters, kettles, food processors, microwaves
Laundry & Dishwasher Dishwasher, washing machine, clothes dryer
Standby & always on Standby and always on power for lighting or appliances turned on at power outlet e.g. lamps, TV, speakers, alarm, heated towel rail, modems, voice-activated virtual assistants
Electric Hot Water All electric water heaters including tanks and instantaneous hot water
Cooling Cooling appliances, excluding fans
Heating Heating appliances, including electricity used by ducted gas heating systems to control the fan and monitor the heater, flame sensor and safety functions. The amount of electricity used will vary depending on things like the size of the system and temperature settings.
Fridges & Freezers Fridges & freezers
Pool Pump Pool pump
Home Entertainment TV, audio, game consoles, and computing appliances (excluding standby power)
Electric Vehicle Electric vehicles.
Anything Else All other small appliances e.g. mobile charger, hair dryer, fans
Am I eligible for the service?

If you’re a residential AGL electricity customer residing in Victoria, you may be eligible. You’ll need a smart meter installed, and be registered for AGL eBilling before we can provide you with Energy Insights. You can sign up for eBilling by registering or logging into AGL My Account. We are planning to open the service to customers in NSW, SA and QLD in late 2018. This service isn’t available to AGL gas customers.

I have solar energy, is the service available to me

Not at this stage, unfortunately. We’re working hard on building a solution for our solar customers, and we'll get in touch as soon as it's available.

I don’t have a smart electricity meter, is the service available to me?

Sorry, but we cannot currently provide Energy Insights to customers who don't have a smart meter. We're working on a solution for you, and we'll be in touch once it's available.

I have gas with AGL, is the service available to me?

At this stage, the service is only available to AGL residential electricity customers with a smart meter installed. We’re working hard on building a solution for our gas customers and we’ll let you know as soon as it’s available

I am moving home. Will I still get the Energy Insights service?

If your new home is in Victoria and has a smart meter installed, you will start to receive the Energy Insights service.

Can I change how often I receive Energy Insights emails?

You can receive up to two Energy Insights emails each bill cycle: a mid-bill email, which includes your cost-to-date and projected bill, and, gives you time to adjust your usage before your bill is issued; and an end-bill Energy Insights report, which contains insights into your energy use for the bill period. You’ll also get personalised recommendations to help you reduce energy wastage.

It’s easy to manage the frequency of your Energy Insights emails. Just login or register for My Account, go to Manage Account then Energy Insights.

Is this usage estimate personalised for me?

That’s right. We're using your smart electricity meter data and running this through our algorithms to break down your energy use by category and help you figure out whether you're using energy. However, we also use population-wide energy data to estimate some of the categories of your energy use. These include Home Entertainment, Laundry & Dishwasher, Cooking, and Lighting

How can Energy Insights help me?

Energy Insights helps you understand your energy use. By providing you with our estimated breakdown of where your electricity was used you will now have better information to make decisions on how to manage your household appliances. You'll better understand your charges, what may have accounted for them. While at this stage, our service cannot be 100% accurate, the more information you have about your energy usage, the better decisions you can make for your home and budget.

One of my appliance categories is showing what seems like very high electricity usage. Should I buy a new appliance to reduce my usage?

Though we’re continuously improving our algorithms to deliver you relevant and useful information, the Energy Insights appliance category usage estimates aren’t 100% accurate. You should seek independent advice before purchasing a new appliance.

If energy usage in a category on your report seems high, we recommend you check that information before taking any action. Government websites such as http://yourenergysavings.gov.au/energy/appliances-equipment also provide valuable information that can help you manage your energy usage. Some also explain other ways to more accurately measure how much energy you are using at a particular time http://www.yourhome.gov.au/energy/smart-meters-displays-and-appliances

How does AGL compare my appliance energy usage to similar homes

We compare your home’s appliance energy use to other homes that share similar characteristics based on your home profile (if provided). These characteristics can include: home type and size, number of people living in the home, types of appliances (e.g. heating, cooling, electric hot water, pool), and postcode. The remaining appliances that are broken out are estimated using statistical techniques which means we are unable to provide a similar homes comparison for these categories. Filling out your Home Profile is an easy way to increase the relevance of this comparison.

The appliance categories shown in my Energy Insights report don’t look right. What should I do?

If something doesn’t look right in your report, the best thing you can do is go to AGL My Account and complete or update your home profile.

If your report is showing an appliance category you don’t have (e.g. pool pump), it means that our algorithms have incorrectly allocated some of your electricity usage for the period to this category. Similarly, if a category is missing (e.g. cooking), the usage for this category has been allocated to one or more of the appliance categories in your report.

Don’t worry, an extra appliance category doesn’t mean you have been overcharged; just like a missing category doesn’t mean that you have received an extra discount! This is because the amounts shown at the top of your Energy Insights report are based on your electricity usage for the period, which is recorded by your smart electricity meter. We take your smart meter data, home profile information (if provided), weather, as well as other data, and run it through our algorithms to approximate your usage and costs by appliance.

Why should I fill out my Home Profile?

We use your home profile information to feed the algorithms forecasting your bill, estimating your usage break down, and personalising your recommendations. The more you feed these math machines, the more they'll work for you.

The information you provide about your home and appliances will always be given priority over the estimates generated by our algorithms. That’s why completing your home profile is so important.

If, when filling in your home profile, you are not 100% sure which type of appliance you have (e.g. electric or gas hot water system), it is best that you select the “Don’t know” option. This will help us give you the best possible estimate of your electricity use by appliance category.

Please keep in mind that it can take up 30 days before updates to your Home Profile will be reflected in your Energy Insights reports. You can update your Home Profile anytime via AGL’s My Account portal here.

Why are the appliance usage estimates in my Energy Insights are shown as whole numbers?

The appliance usage figures in your report are estimates and are rounded to the nearest dollar or percentage amount. As a result, the appliance usage estimates and other charges (e.g. supply charge) may not add up to the amount shown at the top of your Energy Insights report.

Is this information shared with anyone else?

This information is not shared with anyone outside of AGL.

I don’t have electric heating but there is usage allocated to the ‘Heating’ category. What is this for?

The ‘Heating’ appliance category may include the electricity used to run fans in gas heaters such as ducted gas systems

When will this service be available to everyone?

We’re planning on launching Energy Insights in 2018. We’re aiming to make this service available for all our customers, however initially the service will only be available to AGL residential electricity customers with a smart meter in Victoria. You’ll also need to be registered for AGL eBilling. We are planning to open the service to customers in NSW, SA and QLD in late 2018.

Why are you offering this service?

You asked for greater visibility over your energy usage, and a better understanding of your costs. We’ve listened, and, have worked hard to offer Energy Insights to eligible customers. We've been overwhelmed with positive feedback from customers who’ve trialed the service, with many telling us how they've learnt that making small adjustments around their home can help limit energy waste.

The Energy Insights service is an additional tool for customers to help them understand and manage their household energy usage and costs.

How is my projected bill amount calculated?

We calculate your projected bill using your historical data and estimate your average daily energy usage for your current billing period. This projection includes your usage charges and other items such as supply charges, concessions, and guaranteed discounts. It doesn’t include any carry forward balances, Pay on Time discounts or manual adjustments. Your actual bill may be different from your projected bill if your usage patterns change during the billing period.

How do I provide feedback?

Every Energy Insights email report we send you includes a feedback link for you to use. We’re working hard to improve this service, and any feedback you can provide would be greatly appreciated.

Why do I get the Energy Insights emails so many days after my bill or mid bill?

It takes time to crunch the numbers, and we need to make sure the insights we provide you are as accurate and relevant as possible.

How do I sign up for the Energy Insights service?

You don’t need to sign up. If your account is eligible, you’ll be opted into the Energy Insights service. If you’re a residential AGL electricity customer residing in Victoria, you may be eligible. You’ll need a smart meter installed and be registered for AGL eBilling before we can provide you with Energy Insights. You can sign up for eBilling by registering or logging into AGL My Account. We are planning to open the service to customers in NSW, SA and QLD in late 2018. This service isn’t available to AGL gas customers.

If you’re not eligible, you can register your interest in the service here.

Can I stop receiving the Energy Insights emails

You can opt out of Energy Insights emails at any time. Just click the “Unsubscribe” link at the bottom of the Energy Insights email. Or login or register for My Account, go to Manage Account, select Energy Insights, and update your email preferences.

How do I re-subscribe for the Energy Insights emails?

If you’ve cancelled your Energy Insights emails in the past, re-subscribing is easy. Just login or register for My Account, go to Manage Account, select Energy Insights, and switch the service back on.

Do I need to pay the amount shown on the Energy Insights report?

No, the Energy Insights reports are only estimates of your usage and projected costs and don’t replace your energy bills. You’ll still receive your regular energy bills and should pay those as normal.

Is there a fee for this service?
No. This is a free service from AGL.
What is a supply charge?

Service or supply charges are generally calculated as a fixed amount charged for each day of the billing period. They’re not related to your energy use. These charges cover some of the costs of maintaining and operating the distribution and transmission networks, as well as some of the operational costs of supplying our customers.

Is my Pay on Time discount reflected in the Energy Insights emails?

Appliance category estimates are a breakdown of the total usage charges for the period, including GST, prior to any concessions, discounts, or other charges and adjustments. This means that if you are eligible for discounts, concessions or other adjustments, the total of your energy usage breakdown estimate may be greater than the total amount of your bill.

However, Pay on Time discounts are included the “total new charges” amount shown on the Energy Insights report you receive a few days after your bill.

The mid-bill Energy Insights email doesn’t include any Pay on Time discounts: both the “cost to date” and “projected bill” amounts on that email exclude Pay on Time discounts, but they do include other discounts and concessions.

What are other fees and charges?

This category includes, but is not limited to, fees associated with green energy plans, late payment fees, credit/debit adjustments from previous billing periods, merchant service fees or meter read fees. Please refer to your AGL electricity bill for more details on any fees and charges applicable to your account.

What are concessions and discounts?

Concessions are government funded rebates for customers holding eligible pensioner, healthcare, or Gold DVA cards. This can also include concessions for customers on life support or with certain medical conditions.

Discounts can be, but aren’t limited to, pay on time discounts or those related to having both gas and electricity with AGL. If you’re entitled to discounts under your Energy Plan, these will be listed on your Energy Insights report below the category breakdown. Please refer to your AGL electricity bill for the details of any applicable discounts.

I am eligible for a concession, is this included in the report?

Yes, if you’re receiving concessions on your AGL bill, they’ll be reflected in the total new charges of your Energy Insights report, and, will be listed below the category breakdown.

However, the concession is not taken into account in the appliance category estimate. Appliance category estimates are a breakdown of the total usage charges for the period, including GST, prior to any concessions, discounts, or other charges and adjustments.

I am on Bill Smoothing; is the service still relevant for me?

Even though you’re on fixed regular payments with Bill Smoothing, any reductions you make to your usage could decrease your future weekly, fortnightly, or monthly payment amounts.

Terms of Use

1. Energy Insights

Energy Insights is a new free service from AGL. It provides an estimated breakdown of energy usage in your home to help you better understand how electricity is used in your home. These terms provide important information about the service.

2. How it works and eligibility

Energy Insights uses data from your home’s smart meter (including total electricity consumption and usage patterns) and other information to estimate your energy use by appliance category. Estimates for major categories are personalised based on your smart meter data, but other categories are estimated using population-wide energy data. For more information on how we do this, see the FAQs. Energy Insights is provided automatically to eligible customers. As we improve the service more customers will be eligible. To find out the eligibility requirements, see the FAQs.

3. Limitations of service and liability

Energy Insights provides estimates only. It is not 100% accurate. We recommend that you do not upgrade appliances or services based on this information. If energy usage in a category on your report seems high, we recommend you check that information before taking any action. Government websites such as http://yourenergysavings.gov.au/energy/appliances-equipment also provide valuable information that can help you manage your energy usage. Some also explain other ways to more accurately measure how much energy you are using at a particular time http://www.yourhome.gov.au/energy/smart-meters-displays-and-appliances To the extent permitted by law:

  • AGL takes no responsibility for any act or omission by, or on behalf of you, in connection with Energy Insights.
  • In particular, AGL is not liable for any costs incurred by you to investigate or improve the performance of your appliances, or manage your energy consumption, whether or not in reliance on the information from Energy Insights.

4. If there is an issue with your Energy Insights report

If there seems to be an issue with your Energy Insights report/s, please let us know by clicking the “Customer Feedback” link at the bottom of the Energy Insights report. Or you can email us at energyinsights@agl.com.au. We are constantly improving the service. The usage estimates for each category are not 100% accurate, so please do not take action on the basis of them without first checking that information from an independent source.

5. If you no longer wish to receive Energy Insights

You can cancel your Energy Insights service at any time. Just click the “Unsubscribe” link at the bottom of the Energy Insights email report. Or login or register for My Account, go to Manage Account, select Energy Insights, and update your email preferences.