FAQs – epayplus

Authentication

Paying through epayplus

Billing preferences


Registering with epayplus

What are the benefits of registering for epayplus?

ActewAGL offers customers a variety of account management features. You can choose to receive your bill online with email notification, view your account history, access past bill details, pay your accounts online (for residential and small business ActewAGL and Icon water customers) and subscribe to an interesting range of special offers and latest news.

Who can register for epayplus?

epayplus is currently available for residential and small business customers+ with any ActewAGL or Icon Water account, and large business customers++ with electricity accounts.

+ a small business uses less than 160 MWh or spends less than approximately $16,000 on electricity each year
++ a large business uses more than 160 MWh or spends more than approximately $16,000 on electricity each year

How do I register for epayplus?

Registering online for epayplus is easy. Simply agree to the terms and conditions and complete the registration form. Visit our epayplus tour for a demonstration. Once this is complete, you can securely access the service from the ActewAGL and Icon Water websites.

Does it cost to register for epayplus?

No. epayplus is a free service for all customers.

Can I register for epayplus and still pay by direct debit?

Yes. If you already pay your bill by direct debit you can register as an epayplus customer to help manage your account. You will be able to keep track of your direct debit payments by viewing your account history and you can also choose to receive your bill online with email notification.

Do I have to be registered for epayplus to pay online?

No. You can make a credit card payment online using the one-off payments option. However, you will need to make a separate payment for each bill that you wish to pay and you will not have access to the many useful account management features available to registered epayplus customers.

Do I have to sign in every time I wish to access epayplus?

Yes. You will need to enter your password every time you wish to access epayplus. This is for your own security. Your username can be retained on your computer if you choose the 'remember me' option (requires cookies).

Can I delete my epayplus profile?

Yes. You can delete your profile by selecting Unregister from the top menu, or by calling our Customer Service Centre on 13 14 93.

How do I change my personal details?

From the top menu, select Profile > Personal details.

On the personal details page you will be able to update your address, contact details and security information such as date of birth and your secret password question/answer. Your email address can be changed by selecting Profile > login details.

Note: Changing your personal details here will only affect epayplus and will not affect your ActewAGL or Icon Water account information. To change your personal details for your services, you need to submit this online form .

Logging in to epayplus

How do I login to epayplus?

To access epayplus, you simply login by entering your username and password. You choose your username (an email address) and password when you register.

How do I change my epayplus password?

You can change your password at any time by selecting Profile > Login details from the top menu. Your password must be between 8 and 50 characters in length. Please include a mix of upper and lower case letters, numbers and special characters.

Forgotten your password

What do I do if I forget my epayplus password?

epayplus offers an online authentication service which validates your identity using information you entered when you registered with the system. From the login page select the Forgotten your password link in the menu bar, then choose the I have forgotten my password option, enter your username and select the Finish button. Within 15 minutes an email containing an authentication code will be sent to the email address registered to that username.

Follow the instructions in this step to complete the process of resetting your password.

Why can't you just email me a new password?

epayplus has been designed with a two-step authentication process. By entering the authentication key within 60 minutes from the time it was sent, it proves that you know both the username and were able to access the email to retrieve the key. The second part of the authentication process involves you providing the answer to a question you stored in epayplus (or its predecessor ebusiness) when you first registered. (For example "Favourite movie" or "Spouse's middle name").

The two-step process also removes the possibility of resetting another user's password. For example: John Citizen mistakenly thinks he is registered as j_citizen, and requests his password be reset. If epayplus sends a new password to the email address registered to j_citizen, it is sent to Jennifer Citizen who actually owns the profile.

What is an authentication key?

An authentication key is not your new password. It is the first step in the process of resetting your epayplus password.

When you enter your user name on the Forgotten username or password page, a long string of characters is sent to the email address registered to that user name. The key is valid for 60 minutes from the time it is sent and is used to verify you have access to the email address registered to the epayplus profile for which you are trying to reset the password.

I've received an email from epayplus containing an authentication key. What do I do now?

You will need to authenticate yourself with epayplus by entering the username, the authentication key, your name and providing the answer to a question you stored in the system when you registered. Once epayplus can verify you are who you say you are, you will be able to change your password and access the system.

  1. Click on the Forgotten username or password menu item and select the I have received an authentication key option on the page.
  2. Enter your username and the authentication key you just received via email.
  3. If the authentication key is valid, you will be able to verify your identity using information you provided when you registered with the system.
  4. After you are successfully authenticated, you will be able to reset your password.

Why haven't I received an email from epayplus containing an authentication key?

If epayplus has given you a message saying that an authentication key has been emailed, the user name you entered was located in the system. Possible reasons for a missing email:

  1. The email address registered to the user name you entered may be old or no longer in use.
    • Have you changed internet service providers in the past few years?
    • Do you have more than one email account?
  2. There may be a problem with mail servers - either on the epayplus end or your ISP's end.
  3. Your mailbox may be full and the email bounced.
  4. The email address may have been entered incorrectly in epayplus.
  5. The username you entered may not be registered to you, and the email was sent to the owner of the profile.
  6. The email may be caught by your ISP's spam filter
  7. Even though you receive account notification emails at the email address you entered, your primary email address - which is used in the online authentication process - may be different. You might want to consider updating all your email addresses (go to Profile->Login details once you login).

You can check that your current email address is registered in epayplus by entering your current email address here. A list of usernames registered with that email address will be sent to you.

If you believe there is a problem with the email address registered in epayplus, call 13 14 93 during business hours.

Why doesn't the email with the authentication key contain a link I can click on?

This is security measure to prevent identity theft - so a third party can't access to your epayplus profile. When you receive your authentication key, either click through from the link on the page above, or select the "Forgotten username or password" link in the menu of epayplus.

I've received an email supposedly from epayplus, containing an authentication key. How do I know this email is real and not some sort of scam?

The email containing the authentication key will not contain a link to epayplus which you click on. This means that you will need to go to the epayplus website either from a bookmark you have created previously, or from the ActewAGL website. If you then select the "Forgotten username or password" link in the menu of epayplus, you can proceed to the authentication process.

Alternatively, you can leave your browser open on the Forgotten your password page until you receive the email, and then proceed to the authentication process from the link on page.

Authentication

I can't authenticate!

epayplus authenticates you by matching the answers you give to certain questions with information you provided when you registered with ebusiness/epayplus. Most authentication problems occur when the given names of two people are registered in epayplus but you are only entering one name on the authentication page.

The system will give you a hint in the security validation panel on how the name appears to be stored in the database. For example, the hint: "Given names appear to be registered in the format: Person 1 Given name & Person 2 Given name" means that it appears two separate names are registered under "given name" - such as "John & Elizabeth" - and BOTH names must be entered in order for the information to be validated.

Some common scenarios are:

  1. John Quentin Citizen is registered with epayplus. He may have stored his name in one of the following ways:
    • John Citizen
    • John Quentin Citizen
    • John Q Citizen
    • J Citizen
    • J Q Citizen
  2. John Citizen has a partner, Elizabeth Jane Citizen, and he may registered both their names with epayplus.
    • John & Elizabeth Citizen
    • Elizabeth & John Citizen
    • John Quentin & Elizabeth Jane Citizen
    • Elizabeth Jane & John Quentin Citizen
    • John Q & Elizabeth J Citizen
    • Elizabeth J & John Q Citizen
    • J & E Citizen
    • E & J Citizen
    • J Q & E J Citizen
    • E J & J Q Citizen
  3. The email address John Citizen uses is the family email address, and the epayplus profile was actually registered by Elizabeth in her name.

If you are still having trouble after trying some of the combinations above that would most likely apply in your case, you can call 13 14 93 and authenticate yourself over the phone.

Forgotten your user name

What do I do if I forget my epayplus user name?

From the login page select the Forgotten username or password link in the menu bar, then choose the I have forgotten my username option, enter your email address and select the Finish button. An email will be sent to you within about 15 minutes with a list of all user names that are registered to that email address. (Be aware that your username may be your email address, so you may just get an email listing your email address.)

If you know your password, you will then be able to access the system. If you have forgotten your password, follow the steps outlined in the FAQ What do I do if I forget my epayplus password?. Alternatively, you can call our Customer Service team on 13 14 93.

I've requested you send me my user name - why haven't I received an email from epayplus?

If epayplus has given you a message saying that your user name has been emailed, the user name you entered was located in the system. Possible reasons for a missing email:

  1. There may be a problem with mail servers - either on the epayplus end or your ISP's end.
  2. Your mailbox may be full and the email bounced.
  3. The email address you entered may have a typo (Example: myname@gmail.com.au should be myname@gmail.com)

If you believe you're not going to receive the email, call 13 14 93 during business hours.

I have received an email from epayplus containing my user name. What do I do now?

If you know the password for that user name, you can simply login. If you don't know the password, select the I have forgotten my password option on the Forgotten username or password page, then enter the user name. An authentication key will then be emailed to you, which will allow you to reset your password online.

I have received an email from epayplus containing more than one user name. Why did this happen?

The previous version of the epayplus - ebusiness - allowed the same email address to be registered multiple times.

If the user names included in the email all belong to you, you might want to take the time to unregister any you don't use. If you don't know the password, select the I have forgotten my password option on the Forgotten username or password page, then enter your user name. An authentication key will then be emailed to you, to allow you to reset your password online.

Accounts

How do I find my account number?

Your account number is present on each bill that you receive. If you are unsure of your account number and you do not have a bill available, please contact our customer service staff for assistance.

If you have a bill available, learn about understanding my bill to locate your account number.

How do I add an account to epayplus?

From the top menu, select Accounts > Add accounts.

Things you will need to complete this step:

  • current valid account number – see understanding my bill
  • account name as it appears on the bill
  • email address for online payment receipts and invoice notification emails.

To get started, you will need to add each ActewAGL and Icon Water account that you would like to access online (for example, electricity, natural gas, water and sewerage). To do this, you will need your account number and your account name as it appears on your bill. When you add your account you can also choose to receive either online or paper bills. If you choose online bills, you will receive an invoice notification email to alert you when a new bill arrives.

How do I view an account in epayplus?

From the top menu, select Accounts > List accounts.

Things you will need to complete this step:

  • account registered with epayplus

Once you have added your accounts, you will be presented with a summary screen, or list of your accounts, each time you login. From this screen you can choose to view your consumption details, transaction history and bills by selecting the links in the action column.

How do I remove an account from epayplus?

From the top menu, select Account > List accounts. Find the account you wish to remove from the accounts listed in the dashboard. Within the panel containing information about that account is a link that says "Remove". When you click that link, you will be asked to confirm that you are sure you want to remove the account from your epayplus profile. Once you click "OK", that account will no longer be displayed in your dashboard.

Does removing an account in epayplus disconnect the account?

No. Removing an account in epayplus only stops it being listed against your profile. If you are moving and want to disconnect your electricity or natural gas accounts you will need to get a final meter read. You can apply for this using online by using the Application for final reading gas meter form or Electricity request for final reading.

Why does my account have a message "Account disconnected" on the accounts dashboard?

When you move house or make other changes to your account (like adding or removing a person's name from the account), you may be issued with a new account number. You must register this new account number in epayplus.

With Natural gas accounts, even though the account number printed on your bill doesn't change, the BPay number (which epayplus uses to attribute payments to the right account) does change.

When I try to add my account I get a message "Invalid account details. Please ensure account type, account number, and account name are all correct". What do I do now?

Always double check that you have selected the correct account type as well as entered the account number and name as specified by the instructions on the Add accounts page.

epayplus requires you to add the details of the address line exactly as presented on your most recent bill for a given account. It is possible that the address line is recorded differently for all your accounts, so make sure you are entering the information from the correct bill.

If you have updated your details since your last bill was issued, you may need to call ActewAGL customer account enquiries to find out what your registration name should be.

If your account is addressed to "Dear Customer", you will not be able to register it through epayplus. Please make sure you update your details.

Paying through epayplus

Do I have to register with epayplus to pay online?

No. You can make a credit card payment online using the one-off payments option. However, you will need to make a separate payment for each bill that you wish to pay and you will not have access to the many useful account management features available to registered epayplus customers.

If I register with epayplus do I have to pay online?

No. epayplus is not just a payment gateway, it is an online account management system that allows you to view account information online. You may continue paying by the same method you have always chosen, and any existing direct debit arrangements you have will not be affected by registering your account in epayplus.

How do I pay a bill using epayplus?

From the top menu, select Payments > Pay accounts.

Things you will need to complete this step:

  • You will need to have registered at least one account before paying an account through your login.
  • You will also need to add a payment method in order to pay your account through epayplus.

If you choose to pay your bill by credit card, simply enter the amount you wish to pay (either partial or full payment) and choose a credit card to pay with. A receipt number will be presented online and an email will be sent to you to confirm that the payment was successful.

How do I add a credit card to my epayplus profile?

From the top menu, select Payments > Add credit card.

Things you will need to complete this step:

  • credit card details – card type, card number, expiry

As an epayplus user you can pay your bills online by Visa or MasterCard. You can add your credit card details to your epayplus profile to save you having to re-key your card details each time you wish to pay. You can add as many credit cards as you like. The epayplus system uses 128-bit encryption to ensure your details are encrypted.

How do I remove a credit card from my epayplus account?

From the top menu, select Payments > List credit cards. Select the check box next to the account you wish to remove and click the Remove link just above the table.

Note: You cannot remove a credit card if there are payments pending using that card.

Will changing my credit card details on epayplus automatically change my credit card information held with other ActewAGL and/or Icon Water direct debit agreements?

Credit cards listed in epayplus are for use with the epayplus payment system only.

If you have a direct debit agreement with ActewAGL or Icon Water and need to change your credit card details, you will need to submit a direct debit change financial institution details form or contact our customer service team on 13 14 93.

Why don't I get an instant result to let me know if a payment has been successful?

When you lodge a payment in epayplus the result of the payment is updated in the system by a batch process that runs every 30 minutes.

Once the result of a payment is confirmed, the status of the transaction is sent to the email address that is stored for that account (for registered payments), or the email address that was entered on the payment page (for one-off customers). It is important that a valid email address be entered in order for the payment result to be received; otherwise if the payment fails , late payment fees could be charged on the bill.

How do I cancel a payment?

Once you have lodged a payment in epayplus it cannot be cancelled.

What is the cut off time for payment processing?

Payments made after 6.00pm will be processed by your bank the following business day.

Why haven't I received a confirmation email that my payment has been successful?

There are a number of reasons why you may not have received a confirmation email from epayplus

  • From the top menu, select Accounts > List accounts
    • check the status of the payment, that is has actually been processed - Last epayplus payment and Next scheduled payment are listed for each account
    • double check that the email address listed for the accounts on which you made payments against is correct.
  • Check your spam filter settings to make sure that emails from epayplus can be accepted. The email may have automatically be put in your Junk Mail or Deleted Items folders.
  • Make sure your Inbox is not full.
  • Add the epayplus email address - epayplus@actewagl.com.au - to your safe senders list to ensure future emails are not lost.

I've made a payment - why hasn't my account balance changed?

Depending on the day and time you made a payment, it may take up to five days to see the account balance change in epayplus.

Why has my payment has been rejected when I have plenty of money in my account?

epayplus does not accept or reject payments. Payments are passed to a payment gateway which directs the payment to your bank. For a payment to be processed by your bank, your credit card number, credit card type, expiry date and card verification value (CVV) all need to be correct.

The most common reason for declined payments is that the CVV is incorrect. If you entered an incorrect CVV, your bank may not record this as a payment attempt as it will be rejected before it gets to that point.

How do I see my payment history?

From the top menu, select Payments > List online payments. This will show a list of all the payments made through epayplus. Clicking on the word in the status column (Successful/Declined/Pending/Halted) will show more details about the transaction.

The account dashboard (Accounts > List accounts) has a summary of the last epayplus payment for each registered account; and also the next upcoming payment for that account (if any).

To see a history for all payments on a given account, select the History link in the appropriate account panel. The Transactions tab shows all transactions on the account.

Billing preferences

If I register with epayplus do I have to view my bills online?

No, you can can choose to continue to receive paper copies of your bills. Your will be able to view your bills online regardless of which bill delivery method you select.

How do I change how my bills are delivered?

For each account that you register, you can select the method of the bill delivery.

  • For accounts already registered
    From the top menu, select Account > List accounts, find the account of interest and then select 'edit'. Once you have changed the bill delivery method on the edit account page, click save.

My invoice notifcation messages are being sent to different email addresses. How can I get them sent to the same email address?

From the top menu, select Profile > Login details, enter your email address and check the box Use this as the contact email address for all my registered accounts. Once you have entered your password, click Save.

Note: if you use an old-style user name to login (as opposed to an email address), this action will reset your username to your email address.

How can I get my invoice notifcation messages through a different email address for each account?

For each account that you register, you can nominate an email address to send the invoice notification message to.

  • For accounts already registered
    To change the email address that an invoice notification message gets sent to, you will need to edit your account details.
  • From the top menu, select Profile > List accounts, find the account of interest in the dashboard and then select 'edit'. Once you have changed your email address on the edit account page, click save.

Can the same invoice notification email be sent to more one email account?

Yes and no. Currently you can only enter one email address when registering an account to your profile. If you require the invoice notification message to be sent to more than one email address, a separate profile would need to be created.

Why haven't I received an email notification that my bill has been issued?

Emails are generated when a new invoice for your account is generated. If you have not received an email notification:

  • From the top menu, select Account > List accounts and double check that the email address listed against each of your registered accounts is correct.
  • Check your spam filter settings, to make sure that emails from epayplus can be accepted. Add the epayplus and Icon Water email addresses - epayplus@actewagl.com.au and yourbill@iconwater.com.au - to your safe senders list to ensure future emails are not lost.
  • Make sure your inbox is not full.

ActewAGL and Icon Water send emails notifications, not the actual bill itself, so your bill is still accessible online through epayplus even if you haven't received the reminder.

Why don't you email pdfs for my electricity and water bills?

ActewAGL has decided not to email pdfs of electricity and water bills for several reasons.

  • security
  • file size
  • epayplus is a common store that can be accessed at any time, and your bills can continue to be accessed even if you delete an email or change ISPs.

I registered an account with a bill delivery preference of "electronic", but epayplus is showing the delivery method as "paper". Why did this happen?

If epayplus is unable to deliver invoice notification emails for two billing cycles in a row to your specified email address, your billing preferences for any accounts that use that email address will revert to paper bills.

I registered an account with a bill delivery preference of "electronic", but I'm still receiving paper bills. Why is this happening?

epayplus allows the same account to be registered to more than one profile. This allows people who reside in the same house to see the details for an account from their own profile. If your account has been registered more than once, the last person who added or updated that account will have set the billing flag in the source system.

To change billing methods, from the top menu, select Accounts > List accounts. Find the panel of account number for which you wish to change the billing preference and click 'edit'. Make sure the billing requirements field is set to "Online" and click "Save". Make sure you click "Save" even if "Online" is already selected.

How long can I access my bills for?

You can access a copy of your previous bills for up to seven years. After this time you will still be able to view the consumption and transaction details but you will not be able to download a copy of the full original invoice.

Account history

How can I view my transaction and consumption history?

From the top menu, select Accounts > View account history.

Things you will need to complete this step:

  • at least one account registered with epayplus
  • to view your transaction history or receipt, you will need to have paid an account at least once. (You will be able to see the transaction when it has cleared successfully.)

Whatever payment option you choose to pay your ActewAGL bills, epayplus allows you to view your payments and consumption history. On the page, select the account you wish to review. Once selected, a graphical representation of your previous transactions will be shown.

You can choose to display your transactions or consumption in the graph by switching between the transaction and consumption tabs of the table below the graph.

You can also view all online payments made through epayplus in a separate table by visiting the online payment history.

What is the difference between a transaction and an online payment?

In epayplus, an online payment is defined as one performed through epayplus. This includes arranged direct debit, one-off payments and payments made through the epayplus system. Transactions reflect all types of payments made (BPay, post office, funds transfer, telephone etc), including transactions made in epayplus.

When viewing transactions, you will be shown the transaction date, the amount and a description as to the source of the payment.

When revising online payments, you will be able to see additional information such as payment receipt number, the method used for making the payment, and the payment status.

Do epayplus members get discounts?

As an epayplus member, you will be emailed from time to time to be advised of special offers. Residential and small business ActewAGL customers will also receive the quarterly Essentials publication which includes news about ActewAGL, along with coupons for special offers, discounts and package deals.

What do the different consumption units (kW, MJ, kL) mean?

kW (kilowatts) – the unit of measurement for calculating the electricity supply to your property. 1 kilowatt is equal to 1,000 watts.

kL (kilolitres) – the unit of measurement for calculating the water supply to your property. 1 kilolitre is equal to 1,000 litres.

MJ (megajoules) – the unit of measurement for calculating the natural gas supply to your property. 1 megajoule is equal to 1,000,000 joules.

In application: It takes approximately one megajoule (1,000,000 joules) to boil enough hot water for 14 cups of tea (3.5 litres of water).

For more information see the ActewAGL education website.

Why does the account history table show some items as N/A?

Some account history items, such as payment receipt numbers, are only available for online payments made through epayplus. Payments that are made through other methods will still show the amount of the payment and the date received. However, these details will be limited. Please refer to your receipt received at time of payment for more details.

Why don't the amounts in the charges column in the Bills table match the amount owing on my bills?

The Amount owing on your bill can be affected by direct debit payments, adjustments (such as refunds) and amounts carried forward from previous bills. The number in the Charges column in the Bills table (and also on the Transactions table) is the amount accrued for that particular bill alone. This allows for easy comparison of what it is actually costing you for that service each billing period.

Security

How secure is your epayplus service?

The security of your personal and payment information is paramount. All reasonable steps are taken by ActewAGL and Icon Water to protect your personal information, in particular credit card details. ActewAGL processes all payments including those on Icon Water accounts. The ActewAGL secure site uses a 2048-bit GeoTrust Digital Certificate (GeoTrust is a subsidiary of Symantec, please visit the GeoTrust website for more information). This ensures the confidentiality of your information, and is also used to help confirm that the server you are passing information to is ActewAGL's server. If any other internet user intercepts the communication they will only be able to see it in an encrypted form.

All credit card transactions receive an identification number that is proof of the transaction's acceptance into the banking system. This identification number can be used to trace any transaction back to the credit card issuer, for example the bank that issued the MasterCard or VISA credit card.

Please view our security statement for more information.

Does ActewAGL use cookies?

Cookies are simple text files stored on your computer by your web browser. They identify and recognise your computer, but not the person using it. ActewAGL only uses 'session' cookies. The text file that is sent to your computer is only there for the time you are on the ActewAGL website. It is important to logoff when you are finished with your session on the site. If you stay logged on, and leave your computer, someone else can use the open session to access your account.

What happens if I forget to logoff epayplus?

A session is only valid for a certain period of time after your last activity with the server. If no activity is detected in the set timeframe, then your session is logged off and the 'cookie' (login token) is no longer valid. Once your session expires, you will have to login again to authenticate yourself for another session.

For more information, refer to ActewAGL's security statement.

Privacy

Does ActewAGL collect personal information?

ActewAGL asks you to supply certain information about yourself when you choose to register as an epayplus customer. This is to verify that you have authorised access to your account.

You are entitled to have access to the personal information that is kept about you, and to make changes to this information, by contacting ActewAGL on 13 14 93.

What do you do with my personal information?

Your personal information will only be used for the purpose you provided it for, in line with the privacy principles of the Privacy Act, and as required by law.

ActewAGL and Icon Water may use email addresses collected via the epayplus registration process to periodically notify epayplus customers of new developments.

Will my personal information be shared with any other companies?

Yes but only as agreed by you and as necessary to operate the service - for example billers, financial institutions and service support providers. ActewAGL and Icon Water will not share your name or any other personal information with third parties at any time except to fulfil legal and regulatory obligations.

What about service providers and others involved with the epayplus service?

A number of companies participate in providing the epayplus service. Your financial institutions and billers do not gain access to any of your personal information that they do not already have as a result of their separate relationship with you as a customer. Our bank sends a request to your nominated financial institution to debit your nominated account as instructed by you. If the epayplus customer service support is provided by a third party under contract, this service provider would have limited access to your personal information to provide customer service support as initiated by you.

Do my billers and financial institution have their own privacy policies?

Billers and financial institutions may have their own separate privacy policies and practices. The ActewAGL privacy policy does not cover these organisations. You should ask your billers and financial institution(s) directly for information about their privacy policies and practices.

For more information, refer to ActewAGL's or Icon Water's privacy statement.

Using epayplus tools

How can I estimate my next water and sewerage bill?

From the top menu select, Tools > Water bill estimator.

You will be requested to enter the following details.

Information from your previous bill

"Present" meter reading (kL)

This number can be found on your last water and sewerage bill. There will most likely be multiple figures under the heading 'meter readings'; make sure you enter the figure under the heading 'present' as indicated in our bill example.

Year to date water usage (kL)

For your water service, the pricing structure is partly determined by your current yearly usage in kilolitres (kL). On your previous water and sewerage bill, there will be information regarding how many kilolitres you have used this year.

Last meter reading date

This date can be found on your last water and sewerage bill. The date range for your bill should be marked. Please use the most recent date displayed. See our water and sewerage bill example for guidance.

Direct debit from your bank account
If your account gets paid from your bank account via a direct debit agreement, you should select the 'yes' option. If you do not have a bank account direct debit agreement, please select the 'no' option. Bank account direct debit customers are eligible for discounts for some services.
»  Learn more about direct debit with ActewAGL.
»   Sign up online for ActewAGL direct debit.
»  Learn more about direct debit with Icon Water.
»  Sign up online for Icon Water direct debit.

Information from your meter

Current meter reading
This is the current meter reading. You will need to get this information from your water meter.
»  Learn how to read your water meter

Date you checked your meter
This is the date you last read your meter. Ensure the date you enter is correct by using the calendar icon at the end of the form field.
»  Learn how to understand your water and sewerage bill.

How can I estimate my next electricity bill?

From the top menu, select Tools > Electricity bill estimator.

You will be requested to enter the following details.

Plan type
This refers to the type of plan you are on – home plan, home saver plan or home saver plus plan. If you are unsure of your plan type, this information can be found on your electricity bill (learn how to understand your electricity bill), or you can call ActewAGL customer account enquiries.

Off-peak plan type
There are three types of off-peak plans – Off-peak ½, Off-peak saver or No off-peak. If you are unsure of what off-peak plan type you are on, you can contact our customer contact centre. You can also check your bill to see the charge rate for off-peak units and compare it to the prices page to find your plan type.

Discounts and offers
We have a range of offers and discounts to help you save on your bills. If you are receiving a discount - enter the percentage into the tool.
»  Learn more about our discounts and offers..

Direct debit through bank account
If your account gets paid from your bank account via a direct debit agreement, you should select the 'yes' option. If you do not have a bank account direct debit agreement, please select the 'no' option. Bank account direct debit customers are eligible for discounts for some services (not available in conjunction with the market retail discount offer).
»  Learn more about direct debit with ActewAGL.
»   Sign up online for ActewAGL direct debit.

Information from your previous bill

"Present" EN (peak) meter reading (kWh)

This number can be found on your last electricity bill. Peak meter readers are sometimes labelled on your bill with the marker EN (to stand for energy). There will most likely be multiple figures; make sure you enter the figure under the heading 'present' as indicated in our electricity bill example.

"Present" P1, P2 or P3 meter reading (kWh)

This number can be found on your last electricity bill. Off-peak meters are sometimes labelled on your bill with the marker PN (to stand for off-peak). There will most likely be multiple figures; make sure you enter the figure under the heading 'present' as indicated in our electricity bill example.

Last meter reading date

This date can be found on your last electricity bill. The date range for your bill should be marked. Please use the most recent date displayed. See our electricity bill example for guidance.

Information from your meter

Current EN (peak) meter reading (kWh)

This is the current EN (or peak) meter reading. You will need to get this information from your electricity meter.
»  Learn how to read your electricity meter.

Current P1, P2 or P3 (off-peak) meter reading (kWh)

This is the current off-peak meter reading. You will need to get this information from your electricity meter.
»  Learn how to read your electricity meter.

Date you checked your meter

This is the date you last read your meter. Ensure the date you enter is correct by using the calendar icon at the end of the form field.

How can I estimate my next natural gas bill?

From the top menu, select Tools > Natural gas bill estimator.

You will be requested to enter the following details.

Plan type
This refers to the type of plan you are on – Always home plan, Always home plus plan or Always home saver plus plan. If you are unsure of your plan type, this information can be found on your natural gas bill (learn how to understand your natural gas bill), or you can call ActewAGL customer account enquiries.

Discounts and offers
We have a range of offers and discounts to help you save on your bills. If you are receiving a discount - enter the percentage into the tool.
»  Learn more about our discounts and offers..

Information from your previous bill

"Present" meter reading (units)
This number can be found on your last natural gas bill. There will most likely be multiple figures under the heading 'meter readings'; make sure you enter the figure under the heading 'present' as indicated in our bill example.

Last meter reading date
This date can be found on your last water and sewerage bill. The date range for your bill should be marked. Please use the most recent date displayed. See our natural gas bill example for guidance.

Information from your meter

Current meter reading (units)
This is the current meter reading. You will need to get this information from your natural gas meter.
»  Learn how to read your natural gas meter.

Date you checked your meter
This is the date you last read your meter. Ensure the date you enter is correct by using the calendar icon at the end of the form field.