topic Re: Bill estimate / Chat with us does not work in Energy Accounts & Plans

Bill estimate / Chat with us does not work

thomasg1 — Wed, 21 Oct 2020 02:06:53 GMT

Hi there,

Since I opened my account in July all four bills I have received have been estimated readings. I only realised this now since you switched to the new email format.

I have researched and found out that: “It is required under the Energy Retail Code that an actual reading be taken at least once every 12 months. This Code also requires that old-style meters must be read at least every three months for electricity and gas meters at least once every two.”

Can you please advise:

Why do I only receive estimates and never an actual reading?
When will I receive an actual reading?
How refunds work if your estimates have been incorrect?

Also, related to my query, your chat with us function does not work, and you have no email contact address: https://www.agl.com.au/contact-us/billing-payments/bill-questions/no-topic

Re: Bill estimate / Chat with us does not work

David_AGL — Wed, 21 Oct 2020 23:45:42 GMT

Hi @thomasg1

Thanks for asking the community. You'll receive an estimated bill when we don't receive an actual reading from your local energy distributor. There are a few reasons why this might be the case. For a good summary of the issue, check out Why do I receive estimated bills?

When estimates are incorrect, there's an automatic adjustment to your next bill when we next receive an actual reading - a credit if we estimated too high or a debit if we estimated too low. This is a routine part of the billing process, and you'll see this credit or debit listed on your bill.

A great way to avoid estimated bills is to send us your own meter read, either through your online My Account page, or through the AGL app:

How do I submit a meter read using My Account?
How do I submit a meter read using the AGL App?

If you need any help with it, just let us know.