Online Services

Terms and Conditions

Last updated: 22/05/2025

1. About these terms and conditions (Agreement):

a. This Agreement governs you (whether personally or on behalf of a company) and AGL (us, we or our), in relation to your access to and use of the AGL online services, including but not limited to:

i. those provided at www.agl.com.au/myaccount (My Account), 

ii. any AGL mobile application (App), 

iii. any other web or mobile based portal or system, including your Consumer Data Right (CDR) dashboard, 

iv. any other online or mobile service, or

v. our chat services (AGL Assistant), (together, Online Services).

b. The Online Services enable you to view, manage and find relevant information about certain AGL products and services, including services that have been linked to your My Account profile. If you interact with our AGL Assistant,  in some circumstances it may use generative artificial intelligence to respond to your queries by drawing on relevant information that AGL has previously published. We will let you know when our AGL Assistant is relying on GenAI.

c. This Agreement sets out the terms on which we agree to give you access to use of the Online Services. Other terms and conditions contained in the AGL Privacy Policy, AGL CDR Policy, AGL Assistant Privacy Collection Notice and our websites also form part of our agreement with you. Please read them carefully before proceeding.

2. General

a. You must comply with all applicable Laws in accessing and using the Online Services and you mustn’t do anything with the Online Services which is not authorised under this Agreement.

b. In order to use the Online Services, you are required to have a compatible mobile telephone or handheld device, internet access, and the necessary minimum specifications which may change from time to time as we update our software.

c. You acknowledge and agree that:

i. any software or hardware (including computers, computer systems or other communications devices) that you use to use or access the Online Services is in your sole responsibility and control, and must be properly functioning, free from viruses, bugs, malicious codes or other threats that may result in disruption and connected to the Internet in order for the Online Services to be provided;

ii. we are not responsible in any way for your Internet network, computer, mobile phone or data including its set-up, maintenance and cost (including data usage costs) associated with your use of the Online Services;

iii. the operation and availability of the Online Services is dependent on the availability and functioning of certain services including telecommunications, third party hosted web-based chat services and other third party services. We do not control these services and are not responsible for these services or the effect on the Online Services; and

iv. we may be required to test or maintain the Online Services and associated equipment, hardware and software used to provide the Online Services from time to time, which may result in downtime or suspension of the Online Services. To the extent permitted by law, we have no liability for any loss whatsoever arising from or in connection with such testing or maintenance action, unless arising from our fault, breach of this Agreement or negligence.

d. When using the AGL Assistant, you agree that you will not use it: 

i. in a manner which does not comply with these Online Services T&Cs or any other applicable AGL terms and conditions;

ii. for any illegal, harmful or abusive purposes or activities;  

iii. to violate the rights of any other person or third party; 

iv. to generate content that is obscene, defamatory, threatening, that infringes any other person's rights or is otherwise inappropriate; 

v. to submit content that you do not have permission to provide to AGL; 

vi. to mislead or misrepresent to anyone that its Output was created by a human; 

vii. to jailbreak, manipulate or override our chat services in any way as to produce content not reasonably expected of it; 

viii. to attempt to or assist anyone to reverse engineer, decompile or discover the source code or underlying components of our chat services, including our models, algorithms, or systems (except to the extent this restriction is prohibited by applicable law); 

ix. to interfere with or disrupt our chat services, including to introduce or otherwise distribute any software virus or malware, circumvent any rate limits or restrictions or bypass any protective measures or safety mitigations we put on our chat services; or

x. to assist or encourage anyone to do any of the above. 

e. AGL reserves the right to throttle, limit, disable, suspend, or terminate your ability to use or access our AGL assistant, at any time, in our sole discretion and without prior notice to you.

3. Intellectual property

a. All intellectual property rights in the Online Services belong to us or our licensors. We grant to you, and you accept, a non-exclusive, non-transferable limited licence to use the Online Services strictly in accordance with this Agreement.

b. Any intellectual property developed or created by you during the performance of this Agreement (including for the avoidance of doubt any feedback, ratings or comments you make in the Online Services or content you generate using our chat services) vests in us immediately upon its creation and you assign all right, title and interest in such Intellectual Property to us and will do any further acts or execute any documents required by us to effect such assignment.

c. You must not breach an obligation to another person in respect of intellectual property rights or infringe any intellectual property rights of another person. It is your responsibility to obtain all necessary permissions and consents (including from any third parties) to provide us with any information (including via our chat services).

d. If you use our AGL Assistant, you may input text to ask our AGL Assistant an AGL-related query (Input). The Input will be used by the AGL Assistant to generate an output which may consist of a combination of text, product recommendations, and links to products and services and articles published by AGL (Output).

e. You acknowledge and agree that if you choose to submit Inputs:

i. you must own or have the right to submit those Inputs;

ii. you must not submit any Inputs that infringe or otherwise breach any intellectual property rights (including copyright, database right, or trademark right) of any person or other third party;

iii. any Input will comply with this Agreement; 

iv. you are solely responsible for your Input; and

v. you grant us (and our licensors) an irrevocable, perpetual, non-exclusive, royalty-free and worldwide licence to use, copy, modify, distribute, publish, and process your Inputs without further consent from, or notice and/or compensation to, you.

f. We may use and retain Inputs that you choose to input into our AGL Assistant and Outputs to maintain, develop and improve our AGL Assistant and our business more generally, or to comply with applicable laws and regulatory obligations.

4. Liability

a. You may be entitled to statutory consumer guarantees under the Australian Consumer Law in connection with our supply of the Online Services under this Agreement, and you may also be entitled to rights in relation to your use of the CDR, under the Competition and Consumer Act. Nothing in this Agreement is intended to exclude, restrict or modify the application of those guarantees or other rights.

b. Subject to sub clause (a) and to the extent permitted by law:

i. apart from statutory consumer guarantees under the Australian Consumer Law and any other non-excludable statutory rights, any other guarantees, conditions and warranties, express or implied, by law, custom or otherwise are excluded and our liability for any Loss arising from a breach of such excludable guarantees, conditions and warranties, or this Agreement, is limited to the supply of relevant Online Services again or the payment of the cost of having such Online Services supplied again;

ii. either party to this Agreement (the first party) will not be liable for any loss which the other party pays, suffers, incurs or is liable for, for any reason, including as a result of delay, or any act, advice, matter or thing done or permitted or omitted to be done by the first party (including its employees, contractors or agents) in any way connected with or arising out of this Agreement (unless the loss is covered by non-excludable statutory guarantees or rights, or the first party is at fault, has breached the agreement or has been negligent);

iii. While we will use reasonable care in providing the Online Services to you, we can’t guarantee that the Online Services will always be free from faults and we make no guarantees in relation to the availability, suitability, reliability or security of our Online Services; and

iv. We may ask you to provide additional details or require you to confirm your details to enable us to continue to provide you Online Services. You agree to provide us with current, complete and accurate details when asked to do so.

5. Variations

a. To the extent permitted by law, we may modify, upgrade or make other changes to the Online Services from time to time in our absolute discretion.

b. AGL may vary this Agreement at any time. If we do so, and we reasonably consider that any such variation causes you no detriment, we will provide you with written notice of the variation as soon as practicable, which may be after the variation takes effect but no later than on your next bill. Otherwise, we will provide you with reasonable advance notice (of 14 days at a minimum) of any such variation in writing. If you wish to terminate this Agreement, you may do so in accordance with clause 7(a) below.

6. Accuracy of information and other disclaimers

a. Subject to clause 6(b), Online Services has functionality that may let you explore your energy profile, including energy usage charges and the kWh or MJ usage amounts from your current and previous billing periods. Usage charges, kWh or MJ usage amounts, account balances, generation and other information or representations displayed in the Online Services are indicative only and should be used as a guide only. Such information may use delayed data, use assumptions or be based on estimates only. Any information provided in the Online Services may differ from your final bill and does not replace your actual bill. Without limiting the foregoing:

i. Data delays:

A. For digital metered accounts, data may be delayed by a minimum of 1 day.

B. For non-digital metered accounts, data may be delayed until your next bill is issued, which may be up to 3 months.

ii. Charges:

A. For non-digital metered accounts, where your ‘usage’ or ‘usage charge’ is shown, this figure includes usage charges only. It does not include other charges such as supply, demand or green charges and excludes all energy plan discounts. It does not include concessions, solar feed-in tariffs or other once-off charges or benefits.

B. For digital metered accounts:

1. 'Cost to date’: this figure includes any applicable guaranteed or double-up discounts but excludes pay on time and direct debit discounts. It includes supply and usage charges but excludes fees and other charges such as demand and green charges. It does not include concessions, solar feed-in tariffs, credits or other once-off benefits.

2. ‘Bill projection’: this projection is based on an estimate of your usage for the current billing period, which is estimated based on historical usage. It includes any applicable guaranteed or double up discounts but excludes pay on time and direct debit discounts. This estimate includes supply and usage charges but excludes fees and other charges such as demand and green charges. It does not include concessions, solar feed-in tariffs, credits or other once-off benefits.

3. ‘Usage’ or ‘Usage Charge’: this amount includes usage charges only inclusive of any applicable guaranteed or double up discounts. It does not include other charges such as supply, demand or green charges and excludes conditional discounts such as direct debit or pay on time discounts. It does not include concessions, solar feed-in tariffs or other once-off charges or benefits.

4. In relation to the data used to calculate the cost to date, bill projection and usage or usage charge:

a) AGL may use estimates where actual data is not available.

b) Estimates of your “projected bill” may vary substantially from your actual final bill depending on a number of factors outside of AGL’s control, including changes in your behaviour, conditional discounts and bill adjustments.

c) Bill payments you have made may not be reflected in the Online Services for a few days.

d) Solar generation and export data may not be displayed in certain versions of Online Services. Please refer to your actual bill for this data.

e) Your energy bill, which you may be able to download from the billing tab when using the web-based My Account Online Services, may display different energy Usage charges and is a more accurate reflection of these figures.

b. Clause 6(a) does not apply to any 'CDR data' you are permitted to access under the CDR, as defined in the Competition and Consumer Act (CDR data). For further information about the CDR and the accuracy and availability of CDR data, see the AGL CDR Policy (PDF) and clause ‎13 of this Agreement.  

c. Online Services has functionality that may also let you explore your telecommunications profile. For information about accuracy of information please contact AGL by calling 131 245.

d. By using Online Services, you agree not to attempt to rely on the estimates and indicative figures shown in place of your actual energy and telecommunications bills.

e. By using our AGL Assistant, you agree and understand that:

i. some Outputs of our AGL Assistant may be generated by GenAI and have not been created or reviewed by a human being. Due to the nature of GenAI, Outputs may be inaccurate, include errors and may not represent AGL’s views in relation to your particular question. AGL has no responsibility for information provided by a third party source or webpage that may be included in Outputs generated by GenAI;

ii. you assume full responsibility for your use of Outputs and any consequences that may arise. You must use discretion before relying on or otherwise using Outputs provided by the AGL Assistant. AGL does not accept any responsibility for any loss which may arise from your reliance on any Output provided by our chat services; and

iii. our AGL Assistant is provided to you free of charge and is intended to provide general information only. It is not intended to provide or act as a substitute for professional advice tailored to your specific circumstances, such as advice from an energy consultant or financial advisor.  Please verify any critical information, including by checking the relevant website citation provided as part of the Output, reviewing any applicable disclaimers, and, if required, obtaining professional advice.

f. To the extent permitted by law, and unless arising from our fault, breach of this Agreement or negligence, we accept no liability for:

i. any errors in, or omissions from, any information referred to or made available in the Online Services; or

ii. any loss suffered or incurred by you or any person arising from or in connection with you or that person placing any reliance on the information or its accuracy, completeness, currency or reliability.

g. Please view our Help and Support pages for further details.

7. Termination

a. You may terminate this agreement at any time by providing us with 3 days’ notice and discontinuing your use of the Online Services.

b. To the extent permitted by law, we may terminate this Agreement or suspend your account (and any related accounts) and your access to the Online Services at any time upon 7 days’ notice.

c. Without limiting the foregoing, and to the extent permitted by law, if, we reasonably consider that you have engaged in, or your Online Services access is involved in, any fraudulent, unlawful or dishonest activity (including if you substantially breach any of your obligations under this Agreement) we may withhold or suspend our performance of this Agreement immediately, without affecting our accrued rights and obligations.

8. Security

a. You must keep your login details and any other credentials or identifiers used to access the Online Services secret and ensure that you check your email for any relevant updates we may send you.

b. If you store credit card details on your mobile phone, please protect your security with a security code.

c. While you’re logged in to Online Services, anyone with access to your phone or computer screen will be able to view the information provided in the Online Services. We recommend using a screen lock passcode if others have access to your phone or computer, particularly if you are using Online Services for payments.

9. Governing law

a. These terms and conditions are governed by the laws of the State of New South Wales, Australia. 

10. Payments

a. If you are using a payment facility available in the Online Services, these terms and conditions apply to you.

b. If we are unable to successfully process your payment for reasons beyond our commercially reasonable control, we will reasonably attempt to notify you of the dishonoured payment promptly using contact details we hold for you. This may impact any discounts or the provision or our products and services to you. Your financial institution or any other payment service provider may charge you a dishonoured payment fee. AGL may also charge a late payment fee if you fail to pay a bill on time, as set out in your retail contract with AGL (including the fee schedule), except for any customer whose premises is located in Victoria or any electricity customer on a standard retail contract whose premises is located in the Energex distribution area of Queensland.

c. You must not pay, or attempt to pay, through any fraudulent or unlawful means.

d. Certain payment services such as PayPal are provided by financial institutions and other third party service providers and not by us. Your access to and conditions of use of such services may be limited in accordance with the terms of use published by such third party provider. You represent and warrant that you have the right to provide us with usernames, passwords, personal information and other access credentials which we may require to access any third party services or accounts in connection with the Online Services.

e. Payments by Credit Card: