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ActewAGL Contact: Phone Numbers, Email, and Login

ActewAGL

ActewAGL is one of the biggest energy providers in the Australian Capital Territory, with its service covering both the ACT and parts of New South Wales. But what if you need to contact the provider? Whether you want to sign up for an ActewAGL plan, need technical assistance or need to pay a bill, let's break down how to proceed to get in touch with ActewAGL.


Phone Numbers to Contact ActewAGL

Customers who wish to call ActewAGL for most enquiries can do so by dialling 13 14 93. This phone number is available for:

  • Customer service and care
  • Sales enquiries, information, questions, or concerns
  • Moving house with ActewAGL

ActewAGL customer service is available during the week, from 8am to 6pm excluding public holidays.

Best Time to Call ActewAGL Customer Service

Customers can get in touch with ActewAGL from Monday to Friday, 8am to 6pm. There may be a wait when it comes to speaking to a live operator, especially if customers call during peak busy hours. Customers should note that most changes to their account can be done online via My.ActewAGL.

According to the AER, ActewAGL customers can expect to wait an average of 2 minutes and 55 seconds when calling ActewAGL customer service, with 53% of their calls taken in 30 seconds or less.

My.ActewAGL account

My.ActewAGL allows customers to manage their electricity and gas account from anywhere around the world, at any time. Through the My.ActewAGL portal, customers are able to:

  • Pay their account directly or set up direct debit billing
  • Request payment extensions
  • Update personal details and information
  • Arrange to move home with ActewAGL
  • View and manage energy usage
  • View energy plans
  • Transfer credit between accounts

Customers who are not registered with My.ActewAGL can sign up online using any existing ActewAGL gas or electricity number.

ActewAGL Contact Number in Case of Emergency or Power Outage

In case of life threatening emergency, dial 000 emergency services

For non-life-threatening incidents including power outages, disconnections, or the smell of gas, call your gas or electricity distributor, which can be found on your energy bill. All customers in the ACT will have their electricity distributed to them through Evoenergy, while customers in New South Wales will be supplied electricity through either Essential Energy or Endeavour Energy.

 Customers in the ACT can contact Evoenergy for outages or emergencies by calling 13 10 93

 Customers in New South Wales within the Essential Energy distribution network can call 13 20 80 to report emergencies or outages

 Customers within the Endeavour Energy distribution network can contact 13 10 03 to report any emergencies or outages

For gas emergencies, including the smell of gas, damage to any gas distribution infrastructure, or interruptions, all ActewAGL customers can call 13 19 09.

ActewAGL Email and Postal Address

ActewAGL is available to contact through email and post. Customers can email ActewAGL customer service at assist@actewagl.com.au for all general questions, customer care, and assistance. If you would like to register for ActewAGL’s Do Not Call list, send an email to resolutions@actewagl.com.au.

ActewAGL Energy Shop

The ActewAGL Energy Shop is available to customers interested in purchasing heating and cooling, hot water, and energy appliances in Canberra. The ActewAGL Energy Shop is located at 100 Gladstone Street, Fyshwick with opening hours weekdays from 8:30 am to 5:00 pm, and Saturdays 9 am to midday.

The ActewAGL Energy Shop provides services including:

  1. Hot water maintenance and repair
  2. Installation of electrical appliances
  3. Safety inspections

They also provide 24-hour emergency hot water repair. To contact the ActewAGL Energy Shop, customers can call 02 6280 0994.

How to contact ActewAGL to pay a bill

ActewAGL customers have multiple ways to pay their energy bills, including three direct debit options which can be set up online via My.ActewAGL account.

 EvenPay Direct Debit: Customers are charged the same amount every fortnight or month, which is deducted directly from your nominated direct debit account. Your EvenPay amount will be recalculated every six months and customers will be notified of any changes in the amount being debited in writing.

 FullPay Direct Debit: Customers will be charged the full amount owed, which is deducted from their nominated direct debit account, the day their payment is due. Solar PV system users are eligible for FullPay Solar, which refunds you any net credits directly back into your nominated account.

In addition, customers can pay directly via My.ActewAGL or one of the other payment methods listed below.

ActewAGL bill payment methods
Method of Bill Payment How to Pay
By phone with credit card, available 24/7 Call: 1300 309 099
Postal Mail with cheque made payable to ActewAGL Retail and payment slip Locked Bag 465
PO Canberra ACT 2601
Via Australian Post
ActewAGL’s Post Billpay Code is 3261
In person at any Aus Post Office
Online at postbillpay.com.au
Call: 13 18 16

How to contact ActewAGL to subscribe to an energy plan

To subscribe to a gas or electricity plan with ActewAGL, customers can sign up online or over the phone. New ActewAGL clients can sign up online by selecting the plan they wish to sign up for, and providing their personal identification.

Customers can also call 13 14 93 to sign up.

How to Contact ActewAGL From Overseas

ActewAGL’s dedicated overseas phone number is available during the same business hours as ActewAGL’s national phone number (AEST time): Weekdays 8am to 6pm, excluding public holidays. Customers who are abroad can call ActewAGL by dialling +61 6248 3400. In addition, My.ActewAGL account allows customers to manage the majority of their electricity and gas online, without needing to call. .

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