Energy Accounts and Billing

Help with your AGL Energy account or AGL online tools.

Help with your AGL Energy account or AGL online tools.

Incorrect reading on my gas bill


Hi all,


after 3 high gas bills with the following amounts:


Bill period: 10.09.2015 - 10.12.2015
Consumption: 5,5055.46MJ
Amount: $185.58

Bill period: 11.12.2015 - 21.03.2016
Consumption: 4,906.88MJ
Amount: $191.49

Bill period: 22.03.2016 - 20.06.2016
Consumption: 6,764MJ
Amount: $263.92

I contacted the customer service and the representative told me:


9:58, jul 4
Imt***: 64,265 is the meter read for the date 20.06.2016.

while my last bill was:


Screen Shot 2016-07-08 at 10.50.18 AM.png


So we realised that due to a system error all my 3 bills were wrong and then he said:

10:12, jul 4
Imt***: I will send this to the relevant team to fix the error.
10:13, jul 4
Imt***: And they will revise your bill from the contract start date with adjustment.
10:15, jul 4 Imt***: 1st bill $15.46, 2nd is $50.46. and the last one is $23.10.


Now I've got my bills revised as follows:


Screen Shot 2016-07-08 at 11.05.42 AM.png



Screen Shot 2016-07-08 at 11.06.37 AM.png




Screen Shot 2016-07-08 at 11.07.08 AM.png


As you can see the amounts don't quite match what I was told (the second bill is actually higher than before).

Also the last reading of 79,186.61 is still wrong.


I've contacted the customer service but they keep bouncing me from one team to another and nobody gives me a straight answer.


Please help me fix my issue.




AGL Moderator

Hi @Emanuele - Thanks for getting in touch via the community!


We would be happy to take a look at this for you. Please pop us a message with some account details and we'll take a look from there. 


I got the last billed revised. Now the reading is correct but a mysterious multiplier factor of 10 appeared making the gas consumption exactly the same as before.


Screen Shot 2016-07-12 at 1.08.10 PM.png


I've verified with my neighbours and our meters measure in Litres so don't need to be multiplied by 10.


The customer service doesn't want to help me and keeps saying that the calculation is correct.


It's getting annoying now, I'm going to issue a complaint with the Australian Competition and Consumer Commission.



My suggestion, go to Ombusdman! I had meter reading issues with AGL, followed up for ONE year. Same thing, they were assuring it will be rectified, I will gey a credit. Many emails, expensive phone calls to 1800, 13, number, @ around 1 dollar a minute. Nothing done for one year! The credit was reaching more than $1000. It was fixed in one week, after I went to the Ombusdman. Don't leave too long. AGL admin is incompetent, and does not how to reverse when more than one bill. At the end, the client does not get the full crefit back!


Thanks @Veronica!


I sent an email to the complaints team as a last shot. If I don't get an answer soon I'll make a complaint with the Energy & Water Ombudsman NSW.

AGL Moderator

Hi @Emanuele I have responded to your message and as advised am investigating this for you. We will have a resolution for you very soon. 


Hi @NathanB!


I haven't got any notification of your answer so I didn't know you replied. I'm looking forward to hear from you then.