Digital Meter Program
Digital meters make life easier.
Many things that we currently need a technician to do at your place could be done faster electronically.
This includes reading your meter – with a digital meter we don’t even have to send a meter reader over. So there'd be no need to lock the dogs up or stay at home to ensure gates are unlocked for a meter reader every quarter.
They also mean we can issue your bill monthly, which many of our customers find more manageable.
Our digital meter program
Digital meters give us the potential to offer you more tailored options to manage your account and make your life easier.
We're taking steps to better understand the benefits that digital meters could offer our customers while ensuring a good customer experience.
As part of our digital meter program, we’re installing a limited number of meters for specific customers with a compliant meter box.
Depending on the outcomes of our initial trials, we’d like to roll out the convenience of digital meters to more and more of our customers.
Frequently asked questions
1. Meter replacements
Why are you installing digital meters?
Digital meters make life easier. There’s no need for meter readers to come to your home or business every quarter which means no need to lock the dogs up or stay at home to ensure gates are unlocked. It also means we can issue your bill monthly, which many of our customers find more manageable.
Why have I been chosen to receive a digital meter?
If we’ve contacted you about installing a digital meter at your place, we’ve already identified that you have a compliant meter box. This allows us to install your new meter with minimal disruption. Other households without a compliant meter box would need an electrician to upgrade it, which would require an out of pocket expense for the customer.
Why aren’t you installing digital meters in all homes?
Depending on the outcomes of our initial trials, we’d like to roll out the convenience of digital meters to more and more of our customers. For now, we’re taking small steps to better understand other benefits that we may be able to provide to our customers as well as ensuring we provide a good customer experience.
Will I be charged for this meter?
Your replacement meter will be installed with no upfront cost - you’ll simply continue to pay the same meter services charges as you do now for each of your tariffs.
What do I need to do?
If your meter box, main switchboard/s and main switch/es can be easily accessed, you do not need to do anything. If you need to be home to provide access, we’ll connect you with the Ergon Network dispatch team who can work with you to organise a suitable time.
Why do you need to turn off my power?
Your power needs to be off to safely remove and replace your meter. This is done by turning off the main switch on your switchboard. The change process is expected to take around 30 minutes or a little longer if the work is more complex than anticipated.
Can you give me an exact time when you’ll be doing this work?
You will be provided with an approximate date and time in which the work will be undertaken however timeframes may vary depending on equipment and safety considerations at each job.. If you need to arrange an agreed time, we’ll connect you with the Ergon Network dispatch team who can work with you to organise a suitable time.
How do I know if the technician is authorised and working on behalf of Ergon?
Technicians will be authorised Ergon Energy employees, wearing Ergon Energy uniforms and will carry or wear identification to show they are authorised, and must produce this identification if requested by you.
Can I refuse to have my meter changed?
The type of meter that is installed at your premises is determined by Ergon Energy which owns these metering assets. Your new meter is digital-ready so if you don’t want your meter reads sent electronically we’ll leave to operate just as your old meter did, and we’ll continue to read it manually each quarter.
I haven’t been offered a digital meter yet. Can I request one?
At this stage, we’re only installing a limited number of meters for specific customers with a compliant meter box.
2. Meter operations
How will I know when the meter change will occur?
Ergon Network, your electricity distributor, will notify you in writing of the approximate date and time of when the meter will be changed. If there are significant changes to this timeframe, they will contact you by phone or in person prior to commencing work.
Is this going to affect my electricity bill?
After your meter is changed, you’ll be billed for the remainder of your quarterly read cycle before commencing your monthly bills. There will be no changes to your tariffs or any other arrangements on your account.
Can I continue to receive my bills quarterly?
Unfortunately we’re unable to bill you quarterly. As your meter sends your reading monthly, we’re required to issue your bills monthly. Customers have told us they prefer monthly bills as they find them more manageable so we hope you do too.
How does the meter send my reading electronically?
Your meter will send a secure signal via the mobile phone network, like an encrypted text message. Your electricity distributor will receive the signal and translate it into a reading.
How frequently do you receive my meter readings?
With a digital meter, we’re sent a reading from your electricity distributor once each month. This is what we use to calculate your bill.
Do digital meters cause any health effects?
Current research indicates that there are no established health effects from using a digital meter. Your meter will send signals at very low power for just a fraction of a second.
How are signal levels from digital meters regulated in Australia?
Digital meters, mobile phones and other wireless devices used for communication are regulated by the Australian Communications and Media Authority, which requires them to comply with exposure limits ensuring they are not harmful.
For more information visit arpansa.gov.au
Will my meter be used to control my electricity use?
No. Your meter measures your electricity use but does not interfere with it.
What personal information do you receive via my meter?
Your meter sends a reading of your electricity usage to your electricity distributor, which is then sent to us for billing purposes.
How is my information managed?
Support for vulnerable customers
Ergon Energy Retail is working with the Queensland Government on plans to roll out digital meters to vulnerable customers in regional Queensland.
People can be vulnerable for lots of different reasons. As well as financial disadvantage, language and education can also be barriers to using electricity effectively.
The first phase of the initiative will involve working with consumer groups to identify eligible customers who will benefit most from this important technology.