Pricing frequently asked questions

Below are frequently asked questions regarding pricing

Electricity pricing 2018

Why are ACT electricity prices increasing?

The ACT electricity prices are increasing largely because of the increases in the cost of purchasing wholesale energy and the cost of the national green schemes administered by the Clean Energy Regulator. 

How are electricity prices changing?

For ACT customers:

From 1 July 2018, electricity prices in the ACT will increase by 14.29%.

For NSW customers:

NSW residential electricity prices will not be increased this financial year.  

Who determines electricity prices? 

In the ACT, electricity prices are regulated by the Independent Competition and Regulatory Commission (ICRC). On 7 June 2018, the ICRC released its final decision on the change in ActewAGL Retail’s ACT electricity prices for 2018-19.

This decision is in accordance with the ICRC’s price determination for regulated retail electricity prices for the period 1 July 2017 to 30 June 2020. 

Who will be affected by the price increases?

The price increases are affecting energy consumers across Australia, including all ActewAGL ACT and NSW customers supplied under a standard retail contract for electricity.

The price increase also applies to ActewAGL ACT and NSW customers supplied under a market retail contract for electricity, including customers on 'Energy Rewards' contracts. 

How has ActewAGL calculated the price change for 2018-19?

ActewAGL’s ACT electricity prices for 2018-19 are determined by the Independent Competition and Regulatory Commission (ICRC) in their final decision for regulated retail electricity prices for the period 1 July 2018 to 30 June 2019. 

Electricity pricing in NSW is unregulated and set by the retailer. Each year, ActewAGL’s NSW electricity prices are set to reflect changes in the cost of supplying electricity to customers.

Almost 88% of the total costs on a customer’s bill are outside of ActewAGL Retail’s control, including the wholesale electricity purchase costs that generators charge retailers for electricity; the network costs for supplying and maintaining the electricity network (poles and wires); and other costs such as the government environmental schemes.

What if I can’t afford the increased cost of electricity?

We understand these price increases may cause financial difficulty or significant hardship for our customers and we promise to work with you to make sure you stay connected and warm this winter.

ActewAGL is providing all customers with a range of support options and information on rebates, concessions and energy saving advice. Visit actewagl.com.au/helpingyou for information about lowering your bills.

Our Staying Connected program also provides personalised support to help you get back on track with your electricity and gas bills. To find out more visit actewagl.com.au/stayingconnected.

If you need support for your bills, call the ActewAGL Bill Helpline on 13 12 93 to access these services.

Where and when can I view all the charges?

ActewAGL Retail’s ACT and NSW prices are effective from 1 July 2018 and can be viewed online at actewagl.com.au/prices

What government programs are available in the ACT to assist customers manage their bills?

The ACT Government offers concessions for eligible electricity customers including the Utilities Concession which helps eligible ACT households pay for their utilities services - electricity, water and gas; and is passed to the consumer via their electricity bill. From 1 July 2018 the Utilities Concession will be $654 per year.

The daily rates are listed below:

Winter period from 1 June to 31 October – 312.039 cents per day
Summer period from 1 November to 31 May – 83.292 cents per day

The Life Support Rebate will remain the same at $121.87 per year applied as a daily rate of 33.389 cents per day.

What government programs are available in the NSW to assist customers manage their bills?

The NSW Government offers a range of energy rebates for eligible electricity customers including:
• Family Energy Rebate – which helps NSW family households with dependent children who have received the Family Tax Benefit payment from the Federal Department of Human Services.
• Low Income Household Rebate – assists customers who hold eligible concession cards issued by the Federal Department of Human Services or the Department of Veterans’ Affairs.
• Life Support Rebate – assists customers to pay their electricity bills if they are required, or have someone living with them who is required, to use approved energy intensive equipment at home.
• Medical Energy Rebate – assists customers who have an inability to self-regulate body temperature when exposed to extremes (hot or cold) of environmental temperatures.

The NSW Government offers energy rebates for eligible gas customers including:
• Family Energy Rebate – helps NSW family households with dependent children who have received the Family Tax Benefit payment from the Federal Department of Human Services.
• NSW Gas Rebate – helps eligible NSW households pay their natural gas bills.

There are also other NSW Government programs available including an Appliance Offer, Energy Blackouts Compensation, and the Energy Accounts Payment Assistance (EAPA) Scheme. For further information on eligibility and how to apply visit http://www.resourcesandenergy.nsw.gov.au/energy-consumers/financial-assistance/rebates.

I have a credit on my electricity account, can I get a refund?

Please contact ActewAGL Assist Team on 13 14 93 to arrange a refund.

Can I transfer my credit?

If your electricity account is with ActewAGL, you can transfer this credit between your electricity, gas, water or sewerage account. Please contact the ActewAGL Assist Team on 13 14 93.

Natural gas pricing 2018

How are gas prices changing?

For ACT customers:

From 1 July 2018, residential natural gas prices in the ACT will increase by 6.8%

For NSW customers:

NSW residential gas prices will not be increased this financial year.

How are the ACT gas prices calculated?

Gas prices are not regulated in the ACT and ActewAGL updates its pricing to reflect changes in the cost of supplying natural gas to its customers.

What if I can't afford the increased cost of gas? 

We understand these price increases may cause financial difficulty or significant hardship for our customers and we promise to work with you to make sure you stay connected and warm this winter. ActewAGL is providing all customers with a range of support options and information on rebates, concessions and energy saving advice. Visit actewagl.com.au/helpingyou for information about lowering your bills.

Our Staying Connected program also provides personalised support to help you get back on track with your electricity and gas bills. To find out more visit our website actewagl.com.au/stayingconnected

If you need support or assistance with your bills, call the ActewAGL Bill Helpline on 13 12 93 to access these services.

What government programs are available in the ACT to assist customers manage their bills?

The ACT Government offers concessions for eligible customers including the Utilities Concession which helps eligible ACT households pay for their utilities services - electricity, water and gas; and is passed to the consumer via their electricity bill. From 1 July 2018 the Utilities Concession will be $654 per year.

The daily rates are listed below:

Winter period from 1 June to 31 October – 312.039 cents per day

Summer period from 1 November to 31 May – 83.292 cents per day

The Life Support Rebate will remain the same at $121.87 per year applied as a daily rate of 33.389 cents per day.

What government programs are available in the NSW to assist customers manage their bills?

The NSW Government offers energy rebates for eligible gas customers including:
• Family Energy Rebate – helps NSW family households with dependent children who have received the Family Tax Benefit payment from the Federal Department of Human Services.
• NSW Gas Rebate – helps eligible NSW households pay their natural gas bills.