Pricing frequently asked questions

Below are frequently asked questions regarding pricing

Electricity pricing 2019

How are electricity prices changing?

For ACT customers:

From 1 July 2019, electricity prices in the ACT will increase by 0.85%.

For NSW customers:

NSW residential and small business electricity prices are decreasing this financial year in order to comply with the legislated Default Market Offer (DMO) set by the Australian Energy Regulator (AER) – see below.

Who determines electricity prices?

In the ACT, electricity prices are regulated by the Independent Competition and Regulatory Commission (ICRC). On 7 June 2019, the ICRC released its final decision on the change in ActewAGL Retail’s ACT electricity prices for 2019-20.

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.

In NSW, the AER has responsibility for setting a ‘reference price’ for certain residential and small business tariffs, in each network area. All retailers are then required to compare their offers to the appropriate reference price.

Who will be affected by the price changes?

The price changes are affecting all ActewAGL ACT and NSW customers supplied under a standard retail contract for electricity.

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

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

We understand these price changes may cause financial difficulty or 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 2019 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 2019 the Utilities Concession will be $700 per year.

The daily rates are listed below:

Winter period from 1 June to 31 October – 333.987 cents per day
Summer period from 1 November to 31 May – 89.151 cents per day

The Life Support Rebate will remain the same at $128 per year applied as a daily rate of 35.068 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 2019

How are gas prices changing?

From 1 July 2019, residential natural gas prices in the ACT and NSW will increase by around 1.8%.

How are gas prices calculated?

Gas prices are not regulated and ActewAGL updates its pricing to reflect changes in the cost of supplying natural gas to its customers. This includes changes to wholesale gas prices and network charges. 

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 2019 the Utilities Concession will be $700 per year.

The daily rates are listed below:

Winter period from 1 June to 31 October – 333.987 cents per day
Summer period from 1 November to 31 May – 89.151 cents per day

The Life Support Rebate will remain the same at $128 per year applied as a daily rate of 35.068 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.