How to use this site
How do I use this site?
Our short tutorial teaches you more about each area of the site when you move the mouse cursor over the image.
What are some of the home page’s features?
Some of the ActewAGL home page’s main features include the following.
- Displays of the two most recent ActewAGL news items.
- Our site search tool.
- Our dam level chart showing the combined volume of water (as a percentage of the full volumes) stored in the Bendora, Corin, Cotter and Googong dams.
- A universal menu on top, with tabs to sections about ActewAGL, products and information related to residents, small businesses, large businesses, help, and general information about our networks.
- Key links to promotions and important information. Located in the middle of the home page, this section contains details on special offers, rebates and programs from ActewAGL.
- Our promotional banners underneath the key links. This displays the latest promotions and competitions from ActewAGL.
- A quick-links menu on left-hand side of the home page. This provides links to the most popular areas of the ActewAGL website. This also includes buttons to switch to ActewAGL, and to our energy-savings calculator.
- Our top right icons enable you to check today’s weather and to visit our education website.
- The site links, located at the bottom of the page, will help you navigate to other affiliated sites.
Return to top
How do I get back to home?
You can return to the ActewAGL home page at anytime by clicking on the ActewAGL logo in the top left-hand corner.
Alternatively, you can click on the first link titled ‘ActewAGL home page’ on the top of every page in the line of links that show you where you are in the site. (These are called breadcrumbs).
Return to top
What browser screen resolution is the site best viewed at?
The site has been designed for a minimum of 800 x 600 resolution so any resolution higher than that is fine. Any resolution lower than that will require scrolling.
Return to top
Can I change the font size?
The following is a guide to increase or reduce font size in common browsers.
Internet Explorer: Click ‘View’ in the top menu of your browser window, select ‘Text Size’, and choose the size that suits you.
Firefox: Select Ctrl + or Ctrl – to increase or reduce your font size.
Return to top
Do you have a site map?
You can access our comprehensive site map via the help menu at the top navigation bar or at the bottom right-hand corner in the bottom navigation bar.
Return to top
Do you have breadcrumbs?
Breadcrumbs are provided at the top of every page on the website. These breadcrumbs show you the path you have taken to get to the information page you are currently in. They allow you to return to previous pages by clicking on any part of the breadcrumb trail. You can also use the 'back' button on your browser to return to previous pages or use the site navigation bar located at the top of every page.
When you click on a link within the site, the link will change colour from blue to purple, showing you the pages of the site that you have already visited.
Return to top
What should I do if I am having problems using the ActewAGL site?
If you are having any difficulties, please contact us.
Return to top
Website search
How can I search for something?
The ActewAGL site includes a search tool that allows you to find information within the website. You’ll find the search box on every web page in the site.
To use it, enter the words or phrase you wish to search for and click the arrow button. The search tool will return a list of web pages and documents that contain the words you searched for.
Return to top
How can I improve my search results?
The tips below will help you make sure you find the information you are looking for.
- Start with the obvious – if you're looking for general information on electricity, try searching for ‘electricity’.
- Search for more than one word at a time to improve the relevance of search results.
- Spell the search words correctly.
- To find the exact match of a phrase, place it inside quotation marks. For example, “powerline safety”.
Return to top
How are search results ranked?
Search results are displayed in ranked order. Ranking places the most relevant documents, to the search terms you entered into the search box, at the top of the search results list. This is done by finding the documents that contain all of the search terms, then sorting by rank (ranking) the results. By default, each word you enter in the search box must be in the matched documents. Add words to refine your search. Every web page and media asset in the ActewAGL web site has metadata added by the web publishers. This metadata matches relevant information with your search.
Return to top
What is the difference between the search and the advanced search tool?
The basic search tool is best used for general searching, whereas the advanced search tool is better for searching for more specific information. The advanced search tool allows you to define specific key words, dates of updated documents and document properties such as format, size, language etc.
Return to top
Online enquires
Where can I find online forms to make an enquiry?
You can find online forms on the ActewAGL online services page.
Return to top
Can I select to be contacted by telephone or email on my online enquiries?
Most online enquiry forms on the ActewAGL website will allow you to nominate if you would prefer to be contacted by telephone or email. If you nominate to be contacted by telephone, you can usually nominate a date and time to be called back.
Return to top
I can’t find the specific online form for my enquiry. What form should I fill out?
If you can’t find an enquiry form specific to the topic you would like to enquire about, you can fill in a general enquiry form.
Return to top
I can’t seem to submit an online form. What could be wrong?
Some things that can go wrong with filling in an online form include the following.
- Not completing all fields with asterisks. Asterisks mean that field is compulsory to fill in.
- Perhaps you have entered a phone number in an incorrect format. For example, you may have used a letter instead of a number or put too many spaces.
Usually our forms will prompt you for any corrections needed, should you encounter any difficulties submitting your form online.
Return to top
How long will it take for someone to get back to me about my enquiry?
A customer service representative from ActewAGL will get back to at your nominated time as quickly as possible. We aim to respond to all of our customers within 48 hours, although more complicated requests may take up to five working days.
In the case of complaints, all complaints will be registered and immediately assigned to a complaints officer to arrange investigation, action and resolution.
ActewAGL is required by the Utilities Act 2000 and the Consumer Protection Code to respond to ACT complaints within a prescribed time period.
- ActewAGL will acknowledge the complaint within 10 working days (by telephone contact, writing or in person).
- ActewAGL will respond to the complaint, describing the proposed course of action, within 20 working days (by telephone contact, writing or in person).
Return to top
I have a "Warning: Page has expired" message on my screen — what does this mean?
This message will appear if you have used the back button in your browser to navigate to the previous screen. This is because the application form is generated using sessions to prevent you from sending the same information twice. Always use the ‘previous’ button to go back to any previous pages.
If this message appears, you will need to close the browser window and reselect the link from the main site.
Return to top
Regarding plug-ins
What are plug-ins?
Plug-ins are programs that ‘plug into' a web browser and allows it to display additional types of content such as view videos and animations, play games, play music, and do many other things.
Many websites, including the ActewAGL website, require you to have plug-ins installed to make full use of their content and features.
Return to top
Are plug-ins free?
Many plug-ins are free, although some require a fee. Some of the most popular free plug-ins include Java, used to run games and applications, Adobe Flash, used to play Flash animations and games, and Adobe Acrobat Reader, used to view Acrobat PDF documents and forms.
Return to top
What plug-ins does the ActewAGL website use?
To open Adobe Acrobat documents (PDF files) and to view some of the banners and applications on the ActewAGL website, you need to have a PDF reader such as Adobe Acrobat Reader and Flash installed on your computer.
Return to top
Where can I download Adobe reader to open above Acrobat documents (PDF files)?
Please follow the link below to download and install this plug-in.
Adobe Reader
Return to top
Where can I download Adobe Flash Player so Flash animations will run on my browser?
Please follow the link below to download and install this plug-in.
Adobe Flash Player
Return to top
Who do I contact if I am having issues installing or using this software?
If you have any questions about plug-ins or have issues installing and using this software, please contact the independent software developers. ActewAGL does not endorse the software or businesses listed above, nor does it discriminate against other similar products.
Return to top
Web browser issues
What is a web browser?
A web browser, or simply browser, is the computer program you use to view or browse websites. Web browsers also allow you to store a history of the websites you have visited and a list of your favourite sites to make it quicker to return to them.
Popular web browsers include Microsoft Internet Explorer, Firefox, Netscape Navigator, Opera and Safari. All of these programs read the code (HTML) in web pages and display the pages on your computer monitor so you can read them.
Return to top
Why does your website look different on different computers?
Sometimes websites look different in different web browsers. The text may appear larger or smaller, or the words and pictures may be placed in different parts of the page. This may be caused by having an older version of a browser. As web browsers are regularly updated with new features, it's important to make sure you update to the latest version to access all the great content on the web.
Return to top
Using your web browser
Web browsers usually have a toolbar at the top. This is a special area containing buttons for controlling how you view, find and save web pages.
We’ve provided an explanation of the toolbar in Microsoft Internet Explorer, as it is the world’s most commonly used web browser.
Other browsers provide similar controls; however, the icon images and button names vary.
This is the standard toolbar used in Microsoft Internet Explorer 5-6.
| Back | Lets you move to the last web page you were looking at. |
| Forward | Used if you have used the Back button, Forward lets you move forward to the page you were looking at before the last time you pressed Back. |
| Stop | Stops loading the current web page, which means that the page may appear half finished – usually missing pictures – or not appear at all. Its most common use is for when you accidentally clicked on a link and don't want to load a particular page. |
| Refresh | Reloads the web page you are currently viewing. |
| Home | Loads the web page that appears when you start your web browser. |
| Search | Lets you search for websites in the world wide web using a search engine. |
| Favourites | Makes a list of your favourite web pages appear. You can add new and remove web pages from this list using the web browser menu. |
| Media | Lets you play videos or listen to music from the internet. |
| History | Makes a list of web pages you have visited in the past appear. You can set how long your web browser remembers past web pages in the tools or options menu. |
| Mail | If your email software is recognised by your web browser, this lets you send and view emails. |
| Print | Lets you print the webpage you are viewing. |
Return to top
How can I view your website more easily with my web browser?
Most web browsers allow you to change the way web pages appear so you can view websites more easily. You can control things like the text size, colours or whether pictures appear.
Return to top
Why is it important to use the latest version of a web browser to view the ActewAGL website?
The main benefits of using the latest version of a web browser are that it tends to be more secure, protecting you better from computer hackers and that websites using the latest technology can be viewed correctly on your computer.
More recently released web browser versions often include plug-ins such as Flash so you don't have to download them separately to watch videos or play games in websites.
Return to top
How do I check if I have the latest web browser version?
You will need to visit the web browser's website or use the built-in upgrade tool, usually found in the browser's help menu, to check whether you have the latest version or to get a more updated version.
Return to top
What are ActewAGL’s website browser requirements?
Commonly used modern browsers should render our sites correctly, but may have some slight differences - usually just minor things such as the drop-downs on the menu being a couple pixels wider.
Some of the browsers that we know work on the ActewAGL website include:
- Internet Explorer (tested on versions 5.5 - 7)
- Firefox (tested on versions 1.5 - 2.0.0.11)
- Opera (tested on version 9.20)
- Safari
- Mozilla (tested on version 1.7.13).
Return to top