How long it takes to get a new or upgraded meter, how to read the meter at your premises, and how to lodge your own customer read — all in line with NERR rule 21(3C), rule 56C, NERL Division 6 section 81 and the AER's Better Billing Guidelines.
If you ask us to install or replace a meter, the maximum statutory timeframes that apply (set by NERR rule 56C and the AER's Better Billing Guidelines) are:
| Service | Maximum timeframe | How we count it |
|---|---|---|
| Install a new meter at a previously unmetered site | 6 business days | From the date you accept our quote and your network connection is approved. |
| Replace an existing meter (basic — like-for-like) | 15 business days | From the date of your request. |
| Upgrade to a smart (Type 4) meter | 15 business days | From the date you confirm you want the upgrade. |
| Replace a faulty / failed meter | 15 business days | From the date the fault is reported (or sooner if the meter is unsafe). |
| Energise an installation that is ready (smart meter, remote) | 2 business days | From the date your distributor confirms the connection is ready for energisation. |
| Energise (manual visit required) | 6 business days | From the date your distributor confirms the connection is ready. |
Running late? If we cannot meet the relevant timeframe we will contact you, explain why and offer either a guaranteed-service-level (GSL) payment of $80 per business day of delay (where required by the rules in your state) or another remedy. We never charge late-installation fees back to you.
Press the blue or grey button on the front of the meter to cycle through the displays. Note down the reading shown next to "E" / "kWh" for total energy. Some meters show separate readings for "Peak", "Shoulder" and "Off-peak" — note all of them. Solar customers will also see "E In" (energy you've imported from the grid) and "E Out" (energy you've exported).
Read the dials from left to right. Where a needle is between two numbers, record the lower number. If a needle is directly on a number, look at the dial to its right — if that needle has passed zero, record the number; if it has not yet reached zero, record the lower number.
Read both registers, usually labelled "1" / "2" or "Peak" / "Off-peak". Record both.
You can submit a customer read using any of the following methods:
We will validate the customer read and use it on your next bill if it is consistent with your historical use. If we cannot validate the read, we will contact you to discuss and may arrange a special meter read at no charge to you.
Where a meter cannot be read (e.g. it is locked, obstructed, or there is no safe access), we may estimate your usage in line with NERR rule 21. An estimated bill is clearly marked "Estimated" and will be reconciled to actual usage at the next read. If you receive an estimated bill and would like an actual read, you can submit a customer read using the methods above, or request a special read by calling us on 1800 490 659. There is no charge for a special read where the previous bill was estimated.
Smart (Type 4) meters are read remotely every 30 minutes. You do not need to submit your own reads while a smart meter is installed and operating. You can opt out of "data sharing for marketing purposes" without affecting your bill — see our Privacy Policy.
For power outages, downed lines, sparking equipment or other faults, contact your distributor directly — they own and operate the network.
| Region | Distributor | Faults & emergencies |
|---|---|---|
| NSW — Sydney, Central Coast, Hunter | Ausgrid | 13 13 88 |
| NSW — Sydney West, Blue Mountains, Illawarra | Endeavour Energy | 131 003 |
| NSW — Regional & Northern | Essential Energy | 132 080 |
| SE QLD | Energex | 13 62 62 |
Where you are in NSW and your meter supports it, we may de-energise or re-energise your supply remotely. We comply with the NSW Guidelines for Development of Safety Management Plans for Remote De-energisation and Re-energisation of Small Customers Premises by Electricity Retailers and Metering Providers and the Gas and Electricity (Consumer Safety) Amendment (Remote De-energisation and Re-energisation) Regulation 2020. Before we use a remote de-energisation we will check that:
If you have questions about a remote disconnection or reconnection notice, please contact us before the date shown on the notice.
