A remote service is the ability to either energise or de-energise a property without having to physically visit the home or building. This is enabled by AMI (Advanced Metering Infrastructure) meters technology.

If you’re an electricity customer in Victoria, have a smart meter with a participating distributor and your property is deemed safe to connect, you may be eligible for a remote connection or disconnection.

AusNet Distribution customers are not eligible at this stage due to their systems not being ready yet for remote connections and disconnections.

The distributor dictates the charges which are based on your location.

Distributor Connection Disconnection
Jemena       $2.45 $3.35
Citipower  $5.83 $5.83
Powercor $5.83 $5.83
United Energy $6.20 $5.82

Even neighbouring properties can be split through different distribution zones and because of this, be serviced by a different distributor. The distributor for your zone dictates the charges which are based on your location.

It could be that your previous property’s electricity was supplied by a different distributor or a manual disconnection was performed at your new address. This would’ve required the distributor to visit the property and physically insert a fuse to connect the electricity.

It could be that:

  • The last time the property was disconnected, the fuse was manually pulled out and because of this the fuse will need to be put back in again by hand.
  • The Main Switch was not turned to the off position.
  • The right service order was not raised
  • The meter is damaged and cannot register a remote service.
  • There has been a system fault between EA and the DB which has caused the Service Order to exception.

It could be that:

  • The last time the property was disconnected, the fuse was manually pulled out and because of this the fuse will need to be put back in again by hand.
  • The Main Switch was not turned to the off position.
  • The right service order was not raised
  • The meter is damaged and cannot register a remote service.
  • There has been a system fault between EA and the DB which has caused the Service Order to exception.

It could be that:

  • The last time the property was disconnected, the fuse was manually pulled out and because of this the fuse will need to be put back in again by hand.
  • The Main Switch was not turned to the off position.
  • The right service order was not raised
  • The meter is damaged and cannot register a remote service.
  • There has been a system fault between EA and the DB which has caused the Service Order to exception.

There are a few things required to have a remote service performed:

  • You need an AMI (Advanced Metering Infrastructure) smart meter
  • You need to live in Victoria and not within AusNet distribution areas
  • Your distributor needs to have technology that enables remote connection to your property

A remote disconnection means that the property’s power can be disconnected without a physical call out.

Please be aware that the letter you’ve received is sent to customers across states and remote services only apply to Victorian electricity customers who have a smart meter. If you’re outside of Victoria or don’t have a smart meter, a manual disconnection will be carried out.

If we find that we can’t safely perform a remote connection or disconnection, we’ll order that a manual service be carried out by your network distributor.

Your network distributor sets their own price for connecting of disconnecting the property and we pass on the cost of their service.