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Getting a new meter? There are some important things you need to know if you live in NSW/ACT, South Australia or Queensland.
The information below covers timeframes for the following two scenarios:
- New connection1
- Meter exchange and a connection alteration2
We’ll work with you to arrange the meter installation at a time that suits you. If you need to change the date just let us know and we'll reschedule.
Once the Distributor5/Accredited Service Provider6 has let us know the supply connection for your site is complete, the meter can be installed by your preferred date.
Otherwise, the meter will be installed within 6 business days from when the Distributor/Accredited Service Provider notifies us that the supply connection for your site is complete.
Please note that the timeframes above won’t apply when:
- The supply connection hasn’t been completed
- The site isn’t accessible, safe or ready for the installation
- The new meter installation requires interruption to another property’s supply
- You haven’t agreed to the meter installation
- You have an aggregated electricity consumption agreement7 that states these timeframes don’t apply (this mostly applies to business customers and major builders).
After any of the above exceptions are resolved, we’ll arrange to have the meter installed by a new date that suits you or within 6 business days of the resolution.
The changes to your meter can be completed by your preferred date, or a date range of 5 business days4 that you agree to with us and the Distributor (the company responsible for the poles, wires and gas pipes in your area)5</Accredited Service Provider>6.
Otherwise, the meter will be installed within 15 business days from when you agreed to the meter exchange.
If the Distributor/</Accredited Service Provider> is doing the connection alteration, they must coordinate it.
Please note that the timeframes above won’t apply when:
- The site isn’t accessible, safe or ready for the exchange/alteration
- You haven’t agreed to the meter exchange and connection alteration
- You have an aggregated electricity consumption agreement7 that states these timeframes don’t apply (this mostly applies to business customers and major builders).
- You haven’t met the conditions of the connection contract8 with the Distributor
- More work is required on the electricity network before the connection alteration can be completed.
- Shared Fusing scenario:
The site shares the isolation point with other sites (also known as “shared fusing”), for example in some apartment blocks, and the metering installation cannot be completed without interrupting supply to these other sites. In these situations you will incur additional costs. The amount of these costs will depend on your Distributor.
(Please note: An installation that requires interruption to another property’s supply will require additional time to resolve. Unless we agree otherwise, we will complete the installation within 30 business days from the date you agree to any costs/fees that will be incurred for additional works required to complete the meter exchange.)
After any of the above exceptions are resolved, we’ll arrange to have the changes completed by your preferred date, or a date range of 5 business days4 that you agree to with us and the Distributor</Accredited Service Provider>. Otherwise, the meter will be installed within 15 business days of the resolution.
1 A new connection is for a site with no existing electricity supply connection or electrical metering. A physical new connection of supply is required and a brand new meter is installed to connect the site to power. The supply needs to be completed before we can install a new meter.
2 A meter exchange is when we’re replacing your existing meter. Some examples of a meter exchange are:
- Upgrading to a smart meter
- If you have solar, you need a compatible meter to enjoy the benefits of your solar system.
3 A connection alteration is when a change is made to your existing connection. Some examples of a connection alteration are:
- Relocating your meter due to renovations
- Upgrading your switchboard, meter panel or meter box
- Upgrading your meter from a 1 phase connection to a 3 phase connection
- Upgrading your meter to make it appropriate for the appliances in your property
- If you need to add or remove ‘controlled load’ to your meter for hot water.
4 Please note the date range doesn’t apply to life support customers.
5 A Distributor owns the energy infrastructure – the poles and wires that supply energy to you.
6 An Accredited Service Provider (ASP) is also known as a Level 2 electrician. They’re permitted and required to install a service line to connect your premises to the electricity network. An ASP isn’t permitted to install the meter unless they are accredited with our Metering Service Provider.
7 An aggregated electricity consumption agreement is a separate contract that includes multiple National Metering Identifiers (NMI).
8 A connection contract is a contract with your Distributor regarding a connection service.