Home›Digital meter installation timelines

Digital meter installation timelines for customers outside embedded networks

Information for property owners, builders and electricians in ACT, NSW, QLD and SA.

Do you have a basic (non-digital) electricity meter?

As your electricity retailer, we’re responsible for your electricity meter. And in all Australian states except Victoria and Western Australia, as basic electricity meters need replacing, we’ll install – or arrange the installation of – new digital meters to take their place.

For Victorians, there are different rules in place. Your local network distributor is responsible for your meter, and the time it takes to install a meter depends on which distributor you have. From the time your distributor accepts the service order, allow up to:

  • 10 working days for new meter connections
  • 20 working days for alterations, including solar.

Timeframes for various circumstances:

You’re building a new property

This is called a ‘new connection’.

Timeframe

We’ll arrange to install your meter either:

  • on a date that we agree on – just give us a call on 1300 971 970 so we can chat through this with you, or
  • within 6 full business days from the date we’re informed that the connection service is complete.

This timeframe won’t apply if:

  • you haven’t provided the correct paperwork for the meter to be installed, or the paperwork is incomplete
  • the meter provider can’t safely access your site or meter box, or they’re prevented from entering the property
  • the site isn’t ready, and all work required at the premises isn’t yet complete
  • turning off the power at your site to install the meter will impact the electricity supply of other properties.

Timeframes will begin when the above have been corrected and you’ve let us know.

You’re making simple changes at your existing property, like installing a pool or a solar PV system

This is called an ‘addition or alteration’.

Timeframe

We’ll arrange to install your meter either:

  • by a date that we agree on – just give us a call on 1300 971 970 so we can chat through this with you, or
  • within 15 full business days from the date we receive the completed application from you.

This timeframe won’t apply if:

  • you haven’t provided the correct paperwork, or the paperwork is incomplete
  • the meter provider can’t safely access your site, meter box and main switchboard, or they’re prevented from entering the property
  • there are safety concerns like asbestos
  • the site isn’t ready, and all work required at the premises isn’t yet complete
  • turning off the power at your site will impact the electricity supply of other properties
  • you’ve entered into an aggregated agreement with us that says the timeframes don’t apply
  • the request is for a new connection or a planned rollout of digital meters.

Timeframes will begin when the above have been corrected and you’ve let us know.

You’re making complex changes at your existing property that require larger metering works

This is also called an ‘addition or alteration’ but involves more than just replacing the electricity meter.

Timeframe

We’ll need to work with your local network distributor to coordinate the works and we’ll arrange to install your meter either:

  • by a date that we agree on with you and your distributor, or
  • within 15 full business days after we’ve received the completed application from you.

This timeframe won’t apply if:

  • you haven’t provided the correct paperwork, or the paperwork is incomplete
  • the meter provider can’t safely access your site, meter box and main switchboard, or they’re prevented from entering the property
  • there are safety concerns like asbestos
  • the site isn’t ready, and all work required at the premises isn’t yet complete
  • turning off the power at your site will impact the electricity supply of other properties
  • you’ve entered into an aggregated agreement with us that says the timeframes don’t apply
  • pre-work needs to be done before the meter is installed like installing a large meter board or increasing the capacity to transmit or distribute electricity
  • the request is for a new connection or a planned rollout of digital meters.

Timeframes will begin when the above have been corrected and you’ve let us know.

Your current basic meter needs replacing

As existing basic meters age or become faulty, we’ll replace them with new digital meters.

We’ll be in contact with more information including timeframes if this affects you.

Electricity meters explained

Your electricity meter tracks how much energy you use, which is then provided to your retailer so they can issue bills based on your usage.

Broadly, there are two types of meters:

·        Basic meter: These meters require a meter-reader to physically visit the property to download the usage readings.

·       Digital (or ‘smart’) meter: These meters automatically send usage data at regular intervals (e.g. every 30 minutes) over secure mobile networks.

Want to learn more about the different meters, contact our Customer Experience Team on 1300 791 970.