Terminating Bill Smoothing

[Disgruntled]

At the moment, I am in credit over $1,500 with AGL and have decided to cease bill smoothing and return to  regular as my preferred way to run down my credit  I had investigated other options - such as reducing my monthly Bill Smoothing payments but they will only be reduced by 10%.  It is quite difficult to terminate bill smoothing - you cannot do it yourself - despite the website suggesting that there are self-serve options.  The 'self-serve' option is to contact AGL to do this for you.  The catch is that it is nigh-on impossible to get through to an operator at AGL to actually get this done.  You are kept on the phone for ages.

I used Chat to investigate further and the operator told me that there was a technical issue and the terminate bill smoothing option was currently unavailable.  This was blatantly untrue as previous posts on this forum indicated that a self-serve option to terminate bill smoothing does not exist.

I strongly recommend adding clear and unambiguous information about how people can terminate their bill smoothing arrangements - and inform Chat operators to ensure that AGL customer service people are properly informed of the restricted service. Thank you.

[-Steve-]

Sorry you have had this experience, unfortunately you will not be able to cancel your Bill Smoothing plan through My Account. So we can assist with this and provide the relevant feedback please get in touch with our customer service team for this. 

[Jen9]

I’m having the same problem terminating the bill smoothing. I’ve left AGL electricity and literally have spent the past two hours trying to get through to someone. 

[Darylive]

I am about to do the same. I am over $1000 in credit. Clearly the system is not monitored to maintain a reasonable amount for 'bill smoothing'. No help from AGL. Unfortunately I may have to contact the 'Bank' to stop payments. Very frustrating!

[SYED_AGL]

Hi Monika , I’m really sorry to hear about your negative experience with your account regarding bill smoothing and the frustration you’ve faced. We understand how disappointing it can be when things don’t go as expected, and we truly want to make it right for you. We are already working towards the good customer experience while over the online chat.   

Regards,
 

[cheekysunny]

I don’t think the online chat is actually real people, I believe it AI generated.. as I’ve had a conversation go round and round in circles and asked to tell them information I’d already given when starting the chat.. I make it a point to ring any business as soon as business hours start as to save being stuck waiting on phone for hours, or so they have there call back option operating and then they call you..  

[cheekysunny]

What sort of a reply is that, the way I read that you make it sound like she is the one who has created the problem and then relate it to the online chat.  No response to the fact being she was/is in credit by $1000 dollars and agl are making her jump hoops to get it back..   

[SYED_AGL]

Hi,

I’m truly sorry to hear about the trouble you’ve been facing, and I completely understand how frustrating this situation must be for you.

To ensure we address this properly, please reach out to us through https://www.agl.com.au/help-support/contact-us. Our dedicated team will look into it right away and assist you further. 

If there’s anything else I can help with in the meantime, please don’t hesitate to let me know. 
 

[SC1958]

We are almost $700 in credit and on bill smoothing and are wondering if we take a payment holiday from our bill smoothing, instead of payments going up, which we can't afford to pay more, both of us on pensions, can the payment be taken from the credit instead?   

[NeilC]

@SC1958 

I am confused about bill smoothing!

Ever since our solar tariff went so that we were required to pay a bill we have been paying a fortnightly payment to offset our credit in the account.

Managing your account is not possible unless you have a smart meter because you can know how much you use daily.

At the present time we are paying $30 per fortnight for this current billing period on my projected bill.

According to my usage page on the web (or app) power has cost me $35.28, solar exported shows $24.25, this, then shows that $11.03 debit is due.

Now looking at the the page it also states that I have 69 days left in the billing period.

However, only 20 days billing are shown, this is because AGL does not use the last date in your billing cycle but the current date.

The $11.03 debit also does not cover the cost of your supply charge.

My supply charge is $1.13 a day, so multiply that by 20 (number of billing days) to get $22.60.

Now add the $11.03 and $22.60 to get $33.63, divide that by 20 (number of days) to get  $1.68 payable per day.

Bill Due
22-Dec-25
Last Date Entered :	12/10/2025
Current Bill AGLDec25
This is an Estimated Bill
Supply	$     92.20
Paper Bill	$         -
Peak	$    106.08
Off Peak	$      37.01
Shoulder	$        1.56
Total	$    236.85
GST	$      23.69
Total Costs	$    236.85
Solar Feed in	-$   109.24
Total Costs+Credits	$   127.61
Debit / Advance	$       -
Total Payable inc GST	$   151.29
Payment Required Per Fortnight	$     23.53
Credit	$   317.77
Cost Per Day	$       1.68

Because I can download my  data file and decode it, the above is a prediction of my costs for my 90 day billing cycle.

The credit is calculated by the existing credit in my AGL account minus the estimated bill.

We pay our $30 a fortnightly by doing a cash payment automatically to AGL, if you have to much credit you can stop the payments and then request AGL to send a cheque.

AGL automatically sends a refund cheque in July each each year to us, it is not the full amount and leaves about the amount to cover our next bill.

Hope this helps, the other method would be to get your last bill divide it by the number of days in the bill and then multiply it by 14 to get the fortnightly payment amount.