Understanding your energy can be tricky, but we’re here to help. You’ll find everything you need to know about energy meters below.

What are the types of meters?

While there are a range of meter types in use across Australia, they can be broadly categorised into communications enabled (or smart meters) and basic meters. 

A smart meter automatically measures electricity use in your home every 30 minutes, and communicates your energy use to us on a daily basis. This means your energy bills are always based upon your actual energy consumption. 

A basic meter needs to be read manually. This generally occurs quarterly, and your distributor will send a meter technician to your premises to take a meter reading. It’s important to provide clear, safe access to your meter so that the reading can be taken. Sometimes, if your meter can’t be read in a timely fashion, your bills will be based upon an estimate of your energy usage. 

Estimated meter reads

What is an estimated meter read?

Generally, your bill is based upon your actual energy usage. However, there are times when your bill is calculated based upon an estimate of your energy usage. If this is the case, your bill will clearly state that your bill is based upon an estimated read.  

The most common reason for an estimated meter read is that your distributor has not been able to access your property to read the meter. 

If that’s the case, you can always conduct your own meter read. This is known as a customer read estimate. To speak to us about a customer read estimate, please give us a call on 13 14 04 (Monday – Friday, 9am-6pm Sydney time).

Sometimes, we’re not able to accept a customer read estimate. If this is the case, we’ll let you know in writing why. We’ll also give you the opportunity to rectify the self-read. We’ll talk this through with you over the phone, and provide further information in writing. 

How to read your meter

How to read your meter will depend on the type of basic meter at your premises. If you’d like to submit a customer read estimate, contact us on 13 14 04 (Monday – Friday, 9am-6pm Sydney time) and we can guide you through the process.  

Remember, if you have a smart meter, you won’t ever need to submit a meter reading.  

Meter faults and issues

If you think your meter is recording your usage incorrectly, give us a call on 13 14 04 (Monday – Friday, 9am-6pm Sydney time) and we can help you check. This may involve putting you in touch with your distributor for further advice or assessment.  

Meter installations

If you're an existing customer and your meter is faulty, please get in touch with us on 13 14 04 (Monday - Friday 9am-6pm Sydney time) to arrange for a replacement meter to be installed. For residential and most small business customers, we will replace the faulty meter either on a date agreed with you or within 15 business days of the problem being identified.

If you are having a meter installed or replaced, it’s important to make sure that: 

  • There is clear access to the meter location, 
  • The site is safe and free from litter or hazards, and 
  • Any access requirements, such as a contact person or an access code, have been provided to your distributor 

New meters or meter alterations

At the moment, we can't help with installations for new connections. However, we are working towards providing this service for our customers in the future. When we do:

  • we will work with a metering provider to install the meter at your premises either on a date agreed with you or within 15 business days of the date we receive the meter installation request.
  • we will install the meter on a date agreed with you or within 6 business days of the date we are informed that the connection service is complete.

If you’re looking to complete a meter exchange or upgrade, we can help. This may be due to a faulty meter, or you may need a meter upgrade if you install solar panels at your premises or change your meter from a single phase connection to three phase connection. Please contact us on 13 14 04 (Monday – Friday, 9am-6pm Sydney time) so we can assess your requirements and see how we can help.


There are a number of reasons that your electricity can be disconnected, including: 

  • You’ve requested disconnection, for example when you’re moving home, 
  • Lack of safe, clear access to your meter for over 12 months, or 
  • Failure to pay your bill. 

If your home has been disconnected in error, it’s important that you get in touch with us as soon as possible on 13 14 04 (Monday – Friday, 9am-6pm Sydney time) so we can help. 

Disconnection and reconnection timeframes

The timeframes for energisation and re-energisation of your premises are detailed in the relevant energy laws and the terms and conditions of your contract with us, and are subject to any requirements and timings of your distributor. 

If your premises have an existing connection, we will request that your distributor connect and energise your premises as soon as practicable after you enter into a retail contract with us in accordance with the relevant energy laws. 

Reconnection after disconnection

We’ll ask your distributor to reconnect your premises if, within 10 business days of your premises being disconnected: 

  • You ask us to arrange for reconnection of your premises, and 
  • You fix the matter that led to the disconnection, and 
  • You pay any reconnection charge (if required). 

There may be further requirements that apply in your state. 

Please call us on 13 14 04 for specific details on energisation and re-energisation timeframes for your premises. 

Can’t find what you’re looking for?

Browse our Frequently Asked Questions or give us a call on 13 14 04 (Monday – Friday, 9am-6pm Sydney time) and we’ll be happy to help.