AGL

refund policy – how to claim your money back

Yes, AGL offers refunds, but only if your account is in credit and your payments have cleared. You’re eligible for a refund if:

• You’ve overpaid a bill or made duplicate payments.
  
  
• You’ve closed your account with a positive balance.
  
  
• You’ve received solar feed-in credits or account adjustments.
  
  

🚫 Not refundable:

• Promo credits (e.g. sign-up bonuses) – these are forfeited if unused.
  
  
• Government rebates – usually stay as account credit, not cashed out.
  
  
• Pending payments – AGL won’t refund money not fully processed yet.
  
  

Tip: A credit balance (marked as “CR” or a negative number) on your bill or AGL app means you’re likely due a refund. When in doubt, contact AGL customer support to confirm your eligibility.

1. Check your credit: Log into My Account or the AGL app. Look for a credit amount or a negative dollar balance.
   
   
2. Choose your method:
   
   
   • Live Chat (recommended): Quickest and gives a written record.
     
     
   • Call 131 245: Phone support for more complex cases.
     
     
3. Verify your identity: You’ll need to confirm account details. For large refunds, AGL may request a bank statement or ID.
   
   
4. Refund method defaults to your payment method unless you ask otherwise (e.g. cheque).
   
   
5. Confirmation: You’ll get a reference number or SMS once it’s approved.
   
   

📲 Refunds aren't automatic. You need to request them in most cases.

• Bank/Card refunds: Typically take 5–7 business days, sometimes faster.
  
  
• Cheque refunds: Allow 2–3 weeks due to processing and mail time.
  
  
• Account credit: If you leave the balance as-is, it applies to your next bill immediately.
  
  

🕒 Delays can occur due to:

• Verification needs (e.g. proof of payment).
  
  
• Public holidays or weekend timing.
  
  
• Dishonoured payments (refunded credits that bounce).
  
  

If it's been longer than expected, reach out to AGL with your reference number.

 💳 Bank transfer or card reversal – based on your original payment method.

📬 Cheque – used for:

• Solar refunds (in some cases)
  
  
• Government payments
  
  
• Specific customer requests
  
  

💡 Bill credit – Leave the balance on your account to reduce future bills.

🚫 No cash or in-person refunds.

🧾 You can also request credit transfers between AGL services (e.g. electricity → gas).

• ❌ Refund not automatic: Most refunds require your consent.
  
  
• 🔍 Verification delays: Large refunds may require a bank statement.
  
  
• 🛑 Non-refundable promos or rebates: Read the fine print before assuming eligibility.
  

• 🕳️ Lost cheques or missed processing: Contact AGL again if nothing arrives after 7–10 business days.
  
  

✅ Solution: Be proactive. Keep documentation. Always double-check balances after account closure.