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Yes. All unrestrained dogs are included in our safe entry procedures, regardless of size or age.
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We can’t allow our field workers to enter your premises if your dog is unrestrained. As an employer, it’s our obligation to make sure our field staff and contractors are safe at work.
If this means we can’t access your meter safely, we'll automatically generate an estimated read for your electricity retailer. In this case, we’ll leave a notice card with instructions on what to do next. You’ll be able to submit a self meter read via our Customer Self Service or by calling us on 13 74 66. You might also need to ask your electricity retailer to adjust your bill based on your self-read.
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No, an NMI is not compulsory to submit a self meter read. However, you must be able to pass privacy checks for your premises.
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There is a guide on our website on how to read your meter.
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Our field staff might not be able to tell the difference between an assistance dog and a pet dog if they are roaming free in your yard.
If your assistance dog is unrestrained in the yard with no visible assistance gear/uniform, our field staff won't be able enter your premises as per our safe entry practices.
To help, make sure your assistance dog is wearing official assistance gear/uniform or is visibly an aid dog. This way, our field staff will be able enter your premises, once they’ve conducted a risk assessment.
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Before they enter, our field staff will perform a risk assessment of your premises.
Your premises will be determined safe to enter if:
- there's no dog, or
- all dog/s on site are securely isolated from where our work is needed.
Your premises will be determined not safe to enter if our field staff observe:
- one or more unrestrained dog/s on site, or
- evidence of a dog where they can't confirm if it’s ‘suitably restrained’ away from where our work is needed.
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Under our safe entry practices, your meter reader can enter your property and drive up to your house. However, if they arrive at your house and can see an unrestrained dog, they won't be able to leave their vehicle to complete their reading. They'll do their best to leave a “no access” card on site, which will give you instructions on what to do next.
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No. We always give a window of time of two business days before and after the scheduled read date on your power bill. This gives us room to reprioritise in case of emergency works or unforeseen events, like bad weather.
If we are unable to read your meter, we’ll leave a notice card with instructions on what to do next. You’ll be able to submit a self meter read via our Customer Self Service or by calling us on 13 74 66.
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Emergency work carries a higher priority than customer requested jobs and meter reads. If we’re on site to do emergency work, we’ll conduct a more detailed risk assessment and do our best to enter your premises safely.
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Unfortunately, our field staff can only be sure that your dog is restrained by visibly sighting them. If you’ll be restraining your dog out of sight, let your electricity retailer know so they can update your account with the access information for your premises.