Still waiting on a AGL refund?
Can you get a refund from AGL? Check eligibility first
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.
How to get a refund from AGL
- Check your credit: Log into My Account or the AGL app. Look for a credit amount or a negative dollar balance.
- Choose your method:
- Live Chat (recommended): Quickest and gives a written record.
- Call 131 245: Phone support for more complex cases.
- Live Chat (recommended): Quickest and gives a written record.
- Verify your identity: You’ll need to confirm account details. For large refunds, AGL may request a bank statement or ID.
- Refund method defaults to your payment method unless you ask otherwise (e.g. cheque).
- 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.
AGL’s refund timeframe - how long it takes
- 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.
AGL’s refund methods - how you'll get your money back
💳 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).
Common refund issues with AGL
- ❌ 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.
AGL cases submitted through Ajust
I discovered AGL had been billing me using my neighbour’s electricity meter for seven years. I live alone and paid for thousands of extra kilowatt hours I never used. Now I’m asking for a full refund and interest. It’s a huge mistake. - Xiaoliang
AGL incorrectly debited $2,519 from my account but only refunded $172. It’s been over 10 days and I’m still chasing the rest. This was money meant for my kids’ school fees. I need the full amount refunded. - Chandresh
I switched providers and AGL kept billing me for gas even after Momentum confirmed they were my new retailer. I’ve contacted AGL multiple times but they haven’t stopped or refunded the charges. I’m stuck paying for something I don’t use. - Domenic
AGL charged me for internet I never even received. I was paying monthly thinking I was connected, only to find out I was still with another provider. Customer support brushed me off, but I kept pushing for a refund. I shouldn’t have to pay for a service I never got. - Laine
Customer experiences with AGL refund cases
✅ Live chat win: One customer requested a solar credit refund via chat. The money was in their account within 48 hours.
❗Missed refund after switching: Another customer waited weeks post-switch until they manually requested it. AGL then refunded it immediately.
⚠️ Rebate dispute: A customer had to cite government guidelines to release a locked government energy credit.
How AGL Refund Policy Compares to Competitors
- Origin Energy: Offers self-service refunds in its app. No agent needed.
- EnergyAustralia: Slightly faster on credit card refunds (~48 hrs) but requires more manual reviews.
- AGL:
- ✅ Offers automatic solar refunds annually (unique perk).
- ❌ No self-service refund button (yet).
- 🟰 Matches others on timelines, methods, and conditions.
- ✅ Offers automatic solar refunds annually (unique perk).
Verdict: AGL holds its own. It's solid, fair, and familiar. Just remember: you must request your refund.
Official AGL Refund Resources & Links
- AGL Refund Policy PDF – Full terms & eligibility.
- AGL Help: Request a Credit Refund – Step-by-step guide and live chat link.
- AGL Contact Page – All customer support options.
- AGL My Account Login – View bills and check credit.
- Energy Ombudsman – For disputes or unresolved refund issues.
📎 Pro tip: Save your chat transcripts or refund reference number in case of delays.
AGL Refund FAQs
Can I get a refund from AGL if I’ve overpaid or closed my account?
Yes, AGL refunds credit balances if you've overpaid or closed your account with money left. Refunds also apply to solar credits or account adjustments. To qualify, all payments must have cleared. Just check if your bill or app shows a credit balance (marked “CR” or negative). Refunds don’t happen automatically-you must request one.
What’s the fastest way to request an AGL refund?
Live Chat is the quickest way to request a refund from AGL and gives you a written record. You can also call 131 245 if needed. You'll need to verify your identity, and large refunds might require extra proof like a bank statement. Once approved, AGL confirms via SMS or reference number.
How long do AGL refunds take to process?
Bank or card refunds usually take 5-7 business days, while cheques may take 2-3 weeks. Credit left on your account applies to your next bill instantly. Delays happen during public holidays or if identity verification is needed, so keep your reference number handy.
Why hasn't my AGL refund arrived yet?
Most AGL refunds aren’t automatic-you must request them and verify details. Delays often stem from verification checks, dishonoured payments, or mailing issues. If it’s been over 7-10 business days, contact AGL with your reference number to follow up. Always save your chat transcript or refund confirmation.
You deserve your money back, don’t let it slip away.
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