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Frequently asked questions

Answers to frequently asked questions about billing, payments, concessions, meters, online account management and more.


Billing and payments

  • EvenPay is a payment option that allows you to pay your energy bills in equal instalments based on an estimate of your annual energy costs. It is designed to help you manage your budget and avoid bill shock. Here is how it works:

    • ActewAGL will calculate your EvenPay payment amount based on your previous bills or an estimate of your future energy costs.
    • Your EvenPay payment is automatically deducted from your nominated bank account or credit card on an agreed frequency, either fortnightly or monthly.

    You still receive your regular energy bills showing your actual usage and charges. You may notice that your EvenPay amount is more or less than the due amount shown on your bill - that’s okay. Your EvenPay amount is adjusted every six months to reflect your actual usage and any changes in tariffs or fees. Learn more about EvenPay.

  • EvenPay is a direct debit payment option that smooths your energy bills into smaller, fortnightly or monthly automatic payments. You pay the same amount every time, regardless of your actual usage. Your payment amount is recalculated every six months based on your updated usage and may be adjusted accordingly. You will still receive an electricity or gas bill. However, you don’t have to worry about paying it on time or in full, as the payments are automatically deducted from your nominated account. Learn more about EvenPay.

    BudgetPay is a payment plan that helps you pay off an overdue amount on your energy bill over a period of time. You agree to pay a fixed amount every fortnight or month, in addition to your regular energy bill, until the overdue amount is cleared. Your BudgetPay amount is NOT recalculated when you get a new bill. You will need to have a direct debit or Centrepay arrangement in place to use BudgetPay.

  • BPAY is a convenient and secure way to pay your bills from your online banking. However, your payment may take some time to reflect on our system, as BPAY payments are processed in batches, not in real-time. Depending on when you make your payment, it may take up to four business days for your payment to be received and acknowledged by our system. If you make a payment on a weekend, public holiday or after 6pm (Canberra time) on a business day, your payment will be processed on the next business day. We update your payment records to reflect the date you originally sent the payment, not the date it was sent from your account. Learn more about payment options.

Concessions and rebates

  • You’re eligible for a concession if:


    • you hold an eligible concession card.
    • the energy bill is in your name.
    • the address on your account is your sole or principal place of residence.

    To add a concession card to your account, you’ll need:

    • your concession card.
    • your ActewAGL electricity or gas account number.

    You can add your concession details online via My.ActewAGL, or if you’d prefer to speak to a Customer Care team member, call us on 13 14 93.

    Learn more about concessions.

  • There are no concessions or rebates on water accounts, as the ACT Government has combined the water and sewerage rebate with the energy and utility concession for your electricity bill. 

    The new rebate, the Utilities Concession, is now applied to your electricity bill. The change was made to make the rebate system fairer for all ACT residents, regardless of whether they own a home or rent. The Utilities Concession covers electricity, natural gas, water and sewerage. It is calculated daily, with rates depending on the season. The Utilities Concession is available on the principal place of residence only, and the account must be in the cardholder’s name. The Utilities Concession is also available to eligible residents of ACT caravan parks and retirement villages with embedded electricity networks. Learn more about concessions.

Tariffs and metering

  • When a new smart meter is installed, you may be placed on an alternative pricing tariff called time-of-use, depending on what tariffs are available with your energy plan. As your new meter is digital, it can provide accurate information on your usage every 5 minutes.

    Time-of-use pricing is a great way to save money by taking advantage of different electricity prices at different times of the day. The cost of electricity is highest during peak periods (e.g. early in the evening) and cheapest during off-peak periods (e.g. later at night). You can use your smart meter data to help you better understand your electricity usage and, where possible, adjust your usage to when electricity is cheaper. Learn more about time-of-use pricing.

  • Net solar is a way of using the sun’s energy to power your home and save money on your electricity bills. Here is how it works:

    • Solar helps you save money on your electricity bills because you use less electricity from the grid and get paid for the excess solar that you produce.
    • Net-metered (net) solar refers to the way your solar system is wired into your house and your electricity meter.
    • With net solar, your house uses your solar generation first and only tops up with power from the grid when generation is insufficient, for example, at night. At times, you generate more solar than you need. The excess solar is sent to the grid and you receive payment via your feed-in tariff.
      • The solar you use in your home is called self-consumption. This is free. Your solar system provides this power.
      • The excess solar you send to the grid is called export. You get paid via a feed-in tariff for exported power.
      • Top-up power from the grid is called import. You pay usage charges for imported power.
    • An example: Let's say, in a three-month billing period, your solar system generated 2,000 kWh of electricity, of which 1,000 kWh was exported, and you used 1,500 kWh of electricity from the grid, mostly at night. Your bill might look like this:
      • Supply charges: You are charged the daily supply charge for 90 days.
      • Usage charges: You are charged usage rates for the 1,500 kWh of electricity you imported from the grid.
      • Export credit: You are paid the solar feed-in tariff rate for the 1,000 kWh of electricity exported to the grid.

Energy account management

  • For help managing your energy accounts online via My.ActewAGL, including login issues, updating credit card information and more, visit the dedicated My.ActewAGL FAQ page.

  • We’re sincerely sorry for your loss and aim to make updating or closing your loved one’s energy account as easy as possible.

    The Australian Death Notification Service has simplified this process by simultaneously notifying multiple organisations that a person has passed away.

    To notify ActewAGL and other organisations via this service, please visit the Australian Death Notification Service website and provide:

    • details of the person who has passed away
    • confirmation you would like to notify ActewAGL
    • your details.

    The Australian Death Notification Service will validate the information you provide against the Australian Death Check and pass this on to our team. We will then contact you to action your request. We’ll ask for a copy of the death certificate and the executor of the Will, grant of probate or Letters of Administration document (if you have them).

    Alternatively, if you’d prefer to speak with us directly, call 13 14 93 (Monday–Friday, 8am–6pm). 

  • If you don’t want to be contacted by ActewAGL with sales or marketing information, register your details on the 'ActewAGL Do Not Contact Register'. Registration is valid for 24 months, and you’ll need to provide identification to update your account.

    Complete the online form, email or call 02 6248 3519.

Forms and requests

I still haven’t found the answer, how can I get in touch?

Our Customer Care team is based in the heart of Canberra and is here to help! Give us a call on 13 14 93 or visit the Contact page for other ways to get in touch.

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