Instalment Plan terms and conditions

Terms and Conditions (residential customers)

For the duration of the instalment plan term, you must pay the instalment amounts as agreed by you and outlined in your instalment plan confirmation letter.
Payments due under your instalment plan are in addition to amounts due for your continuing energy consumption.
If you face difficulty in making the required payments under the instalment plan, you must contact AGL. Additional assistance may be available to you under AGL's Customer Hardship Policy, opens in a new window. A copy of AGL's Customer Hardship Policy is available at agl.com.au or on request.
You may make early repayment of the total amount of the remaining instalments to AGL in order to discharge your payment obligations under the plan. To arrange early repayment of an instalment plan, please contact AGL on 131 245.
Early repayment of your instalment plan does not affect your obligation to pay invoices for your continuing energy consumption.
AGL may terminate an instalment plan if you fail to adhere to your instalment plan, or AGL has not received payment of an instalment by the date on which that payment falls due. If your instalment plan duration exceeds 1 week and comprises more than one instalment, then before cancelling your instalment plan due to your failure to pay an instalment by the due date, AGL will provide you with a reminder (which may be by SMS or phone) stating that if AGL has not received your overdue instalment within 4 business days, AGL will cancel your Payment Plan and the total outstanding balance will become payable. If AGL terminates an instalment plan due to your non-adherence or non-payment of an amount due, AGL will provide you with notice of this in writing and you must pay the remaining balance of arrears. You may contact AGL to make a payment arrangement or request assistance, if you require this.
If you fail to repay a material amount of remaining arrears, AGL may seek to recover the amounts owing through debt collection action and your details may be listed with a Credit Reporting Agency which could affect your ability to obtain credit in the future. AGL will provide you with reasonable prior written notice before commencing debt collection action.
If AGL accidentally terminates your instalment plan, AGL may reinstate the instalment plan at its reasonable discretion within 10 business days, with reasonable prior written notice. However, you may cancel the instalment plan if you do not wish to continue with it, and you may contact AGL if you wish to make an alternative payment arrangement.
If you wish to dispute any aspect of the instalment plan, you should contact AGL on 131 245, any time 24 hours a day, 7 days a week. Alternatively, please email us at yourcomplaint@agl.com.au or write to us at AGL Customer Advocacy, Locked Bag 14120 MCMC, Melbourne VIC 8001.

Terms and Conditions (business customers)

For the duration of the instalment plan term, you must pay the instalment amounts as agreed by you and outlined in your instalment plan confirmation letter.
Payments due under your instalment plan are in addition to amounts due for your continuing energy consumption.
You may make early repayment of the total amount of the remaining instalments to AGL in order to discharge your payment obligations under the plan. To arrange for early repayment of an outstanding instalment plan, please contact AGL on 133 835, any time 24 hours a day, 7 days a week. Early repayment of your instalment plan does not affect your obligation to pay invoices for your continuing energy consumption.
AGL may change the instalment amounts and instalment frequency at any time during the plan term, either at your request or with your prior agreement (unless we reasonably consider that the change will not cause you detriment, in which case we will notify you of the change in writing or over the phone).
AGL may terminate an instalment plan if you fail to adhere to your instalment plan, or if AGL has not received payment of an instalment, or payment of any other overdue AGL invoice, by the date on which that payment falls due.
If your instalment plan duration exceeds 1 week and comprises more than one instalment, then before cancelling your instalment plan due to your failure to pay an instalment by the due date, AGL will provide you with a reminder (which may be by SMS or phone) stating that if AGL has not received your overdue instalment within 4 business days, AGL will cancel your instalment plan and the total outstanding balance will become payable.
If AGL terminates an instalment plan due to your non-adherence or non- payment of an amount due, AGL will provide you with notice of this in writing and you must pay the remaining balance of arrears. You may contact AGL to make a payment arrangement or request assistance, if you require this. If you fail to repay a material amount of remaining arrears, AGL may seek to recover the amounts owing through debt collection action and your details may be listed with a Credit Reporting Agency, which could affect your ability to obtain credit in the future. AGL will provide you with reasonable prior written notice before commencing debt collection action.
If AGL accidentally terminates your instalment plan, AGL may reinstate the instalment plan at its reasonable discretion within 10 business days, with reasonable prior written notice. However, you may cancel the instalment plan if you do not wish to continue with it, and you may contact AGL if you wish to make an alternative payment arrangement.
Your energy supply may be disconnected if you fail to make payments under this instalment plan on time, including following a reminder from AGL. If so, your energy supply will only be reconnected once overdue payments are paid in full. If your supply is disconnected, AGL accepts no liability for any loss or damage suffered by you, either directly or indirectly (including, but not limited to, loss of revenue, loss of profit or anticipated profit, loss of opportunity, loss of goodwill or loss arising from business interruption) resulting from the disconnection of your premise, unless there is any fault, breach of contract or negligence by AGL.
Should your business be sold during the term of the agreed instalment plan schedule, any outstanding amounts and remaining scheduled payments become due and payable in full by the due date of the final bill sent to you.
The terms and conditions outlined in this document do not apply to Bill Smoothing plans.
If you wish to dispute any aspect of the instalment plan, you should contact AGL on 133 835, any time 24 hours a day, 7 days a week. Alternatively, please email us at yourcomplaint@agl.com.au, or write to us at AGL Customer Advocacy, Locked Bag 14120 MCMC, Melbourne VIC 8001.