Smart meters

Yes, in the past, only distributors (the companies that own the poles and wires in your area) could provide meter services. Now energy retailers can arrange installation and service of your smart meter.

Get a full breakdown of relevant timeframes here.

In standard smart meter installations there is no installation charge. In some extraordinary circumstances, however, the installation of a new smart meter or replacement of an existing meter can trigger additional customer costs, either from the retailer or third parties (such as the customer’s electrician, tradespeople or others). In such circumstances, we will contact you prior to completing any work. 

Such circumstances could include the following:

• Access to the meter is hindered by obstacles, locks or safety hazards that you cannot resolve without incurring costs
• The condition of your wiring or meter box requires works to be completed before a safe and compliant installation of a meter can occur
• The electrical demand at the property requires special metering equipment
• Mobile telecommunications signals that are otherwise available at your property do not reach metering room/location without extraordinary cabling and antennas

1. Make sure there’s clear and safe access to your electricity meter and switchboard which could be located inside or outside your home. (See below for the difference between a meter and a switchboard).
2. If we are unable to access your meter and switchboard because of a locked gate, an unrestrained pet, safety reasons or because the meter and/or switchboard are inside, we will need you to be home at your scheduled reservation time.
3. As a precaution, you may want to unplug sensitive electrical equipment such as computers and media players.

All technicians will have an identification badge that they will clearly display. You can ask to view their identification badge at any time.

The installation will be carried out by a technician from the relevant Metering Services provider on behalf of EnergyAustralia. The meter installation will typically take about an hour and your power will be turned off for approximately 60 minutes during this process (unless your installation requires additional work). The technician will remove the current meter and replace it with a new one. The new meter will be tested and your power restored. The old meter will be taken away.

You don’t need to be home for the technician to install the smart meter unless there isn’t clear and safe access to your property, the meter and your switchboard.

A meter is used to measure how much electricity is being used at your property. There are many different types of meters that can be used to record and display your usage.

A switchboard is a panel inside or outside your home that contains a set of switches for connecting or disconnecting household circuits.

No, we don’t need permission from your landlord to install your new smart meter.

Once we’ve confirmed details of a smart meter installation at your property, a qualified electrical meter technician will attend your property to complete the installation. Sometimes during the process, an issue (commonly called a ‘site defect’) is discovered which prevents the installer from completing the job. This could include the discovery of onsite contaminants such as asbestos, electrical wiring issues or inability for the technician to safely access the meter. If this occurs, the meter technician will provide you with information outlining the site defect, why it prevented installation and who is responsible for rectification works. We will be in touch if there is a site defect to discuss the matter further with you and arrange another appointment.

All wiring issues associated with the circuitry in the home, the switchboard and the meter box are the responsibility of the homeowner.  If you are renting and a site defect has been discovered at your home, get in touch with your landlord or real estate agent and ask them to address the problem. We can guide you through this process.

Yes, we can still install a smart meter. However, the meter technician will need to test the strength of the telecommunications signal to your property. If the signal is too weak to deliver remote services (such as meter readings), the wireless communications signal may need to be disabled and alternative arrangements put in place. If this happens, we’ll discuss alternative arrangements with you.

If you are on a market contract with EnergyAustralia, we may install a smart meter if the meter is not working as it should be, if you authorise us to replace the meter as part of a new meter deployment or if we are otherwise required to replace your meter by law. We will notify you before we carry out a meter replacement.

Additional charges may apply for smart meters without remote communications and some products and services may not be available. 

We will notify you before we carry out a meter replacement.

EnergyAustralia and other retailers are required to get in touch with customers if a disconnection due to debt may occur. Having a smart meter installed will not change your rights. If you’re experiencing financial difficulties and have trouble paying your electricity bill on time, it’s important you contact us as soon as possible.

Our hardship program, EnergyAssist, is designed to help customers having trouble paying their energy bills. Visit our hardship page for more information on how we can help.

Another option for more certainty and control is to set up a Regular Pay plan for your energy payments. With Regular Pay, your energy payments can now be made in smaller, more regular instalments. You have the option to pay weekly, fortnightly or monthly, so you know what to pay and when. Find out more, including how to set up a Regular Pay plan in My Account in just a few easy steps.

Smart meter data is secure and confidential. The collection, use and disclosure of meter data (whether from your current meter or a smart meter) is subject to strict protection arrangements and confidentiality rules. By law, meter data can only be accessed by customers, a technician from the relevant meter data provider, your energy retailer and others who are entitled to it (e.g. authorised bodies, distribution networks or third party service providers with your consent).

Any personal information that we hold will be handled in accordance with our privacy policy.

The Australian Energy Market Operator (Australia’s independent energy markets and power systems operator) and the Australian Energy Market Commission (which sets the rules that govern the electricity and natural gas markets) both offer information on the Power of Choice review and its resulting rule changes on their websites:

• AER: https://www.aer.gov.au/consumers/my-energy-service/smart-meters 

Each state government also has information available on Power of Choice:

• NSW: https://energysaver.nsw.gov.au/households/understand-your-usage/smart-meters
• QLD: https://www.qld.gov.au/housing/buying-owning-home/energy-water-home/electricity/digital-meters
• SA: https://www.sa.gov.au/topics/energy-and-environment/meters-and-bills/smart-meters
• VIC: http://victorianenergysaver.vic.gov.au/bills-pricing-and-meters/smart-meters-and-how-they-work