Information for households and small business customers about meter installation, reading your meter and requesting an adjusted estimated bill. Macarthur Energy Retail is your retailer of record; Stake Energy can help coordinate your request.
We will arrange installation by a date agreed with you. Where a date has not been agreed, the following timeframes apply to small customers, subject to the exceptions below.
| Situation | Timeframe if no date is agreed |
|---|---|
| A meter for a new connection | Within 6 business days after the retailer is informed that the connection service is complete. |
| You request a meter installation or upgrade and no connection service is required | Within 15 business days after the retailer receives your request. |
| You request a meter installation and a connection alteration is required | Within 15 business days after the retailer receives your request. An agreed date must also be coordinated with the distributor where it provides the connection alteration. |
An exception may apply if:
After an exception ends, installation must be arranged by a new agreed date or, if no date is agreed, within 6 business days for a new connection or 15 business days for a customer-requested installation.
If this is the only exception, installation must be arranged by a new agreed date or, if no date is agreed, within 30 business days after the retailer becomes aware that another customer's supply must be interrupted. The distributor must also be involved in agreeing the date where it will carry out the interruption.
The retailer must notify the distributor of your request no later than the next business day. Where the distributor provides the connection alteration, it must coordinate the work with the retailer and other relevant parties so the installation timeframe can be met.
The customer-requested timeframes above do not apply to retailer-initiated meter deployments. Fault repairs and network energisation have separate arrangements. We will give you the applicable installation information in writing when you request a meter, and explain any exception affecting your appointment.
For details, see National Electricity Rules clauses 7.8.10A–7.8.10C. If an appointment is delayed, contact us about your meter installation.
Only read a meter you can reach safely. Do not open sealed covers or touch wiring. If you cannot access it safely, contact us for help.
Read the dials from left to right; neighbouring dials turn in opposite directions. If a pointer is between two numbers, write the lower number. Between 9 and 0, write 9. If a pointer is exactly on a number, check the dial to its right: if that dial has not yet passed 0, use the lower number on the original dial.
Read the number windows from left to right, including leading zeros. If a digit is between numbers, use the lower number (9 between 9 and 0). If the meter has two registers, such as L and H, record both and their labels.
Follow the instructions on the meter, using its SELECT or scroll button if needed. Record each relevant electricity reading in kWh, together with its register label or code. Include peak, off-peak or controlled-load registers and solar exports where shown. Display codes vary by meter, so do not assume the same code means the same thing on every model.
Take a clear photo of the meter serial number and each relevant reading. If a display is unclear, send us a photo and ask for help identifying it.
If your bill uses an estimated reading and you would like it adjusted using your own reading, send it before the bill's payment due date.
We will tell you whether your reading is accepted. If it is accepted, we will arrange an adjusted bill based on the accepted reading, without a charge for accepting the customer read and adjusting the bill.
A reading may be rejected if it is incomplete or cannot be reliably read from the photos, is inconsistent with the previous actual reading (for example, lower without an explanation), or is received on or after the payment due date. We will explain the reason and what you can do next.
You can ask us to review the bill through our complaints and dispute-resolution process. If you remain dissatisfied, you can contact the relevant energy ombudsman using the details on that page.
Your bill identifies whether a reading is actual, estimated (E) or substituted (S). Estimates may be used when an actual reading is unavailable; substitute data may be supplied by the metering provider. If you are concerned about either, contact us and ask for a review.
For an estimated bill, you can provide your own reading using the steps above. You can also ask about a special meter read. We will explain any permitted network charge before arranging a service; see our fees and charges information.
Smart meters normally provide readings remotely, so you do not usually need to submit a customer read. If your bill is estimated or you think a reading is wrong, contact us for help. Your privacy rights are explained in 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.
