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If you wish to discuss or dispute your electricity charges your first point of call is your retailer. If required your retailer will then discuss the issue with us.
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There are several different types of electricity meters. Visit our how to read your meter web page for further information about each type and how to read them.
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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 to 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 property 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 property 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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Yes, dog owners can register to receive a free SMS notification a day ahead of your scheduled meter read. This will help you to know when its time to restrain your dog away from your electricity meter so the meter reader has safe access. For more information go to meter read alerts for dog owners.
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If you purchased your meters from an alternative Metering Provider you won't pay a Metering Services Charge to us.
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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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You won't pay upfront for the service connection, but you'll need to pay upfront for the meter installation. This charge will be via your electricity retailer and any other planning and augmentation required to allow connection directly by us where applicable.
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Yes. The charge for the tariff change will show up as a specific line item on your next retail bill. The charge will either be for a meter reconfiguration or a new meter install depending on existing metering configuration.