Frequently asked questions
Smart meter replacement
What’s a smart meter?
There’s a range of different meters currently in use, some with an electronic display. However, this is actually no indication of whether they’re smart or not.
To earn the title of 'smart,' a meter has to track your usage in super precise intervals – we're talking half-hour, fifteen-minute, or even five-minute segments! Imagine your daily usage sliced into 48, 96, or 288 interval periods – now that's some detailed energy use!
How do I request a smart meter?
You can request a smart meter quickly and easily via our online form.
Why are you installing smart meters?
Smart meters are all about making your life easier and giving you more control over your electricity usage. Learn more about the benefits of smart meters for homes and for businesses.
Queensland is targeting 100% penetration of smart meters by 2030. In accordance with National Energy Law, all new and replacement meters in NSW, ACT, SA and QLD must be smart.
Do I need to get a smart meter now?
Not immediately. Queensland is targeting 100% penetration of smart meters by 2030.
Will you be replacing everyone’s meters?
Yes. Queensland is targeting 100% penetration of smart meters by 2030.
I don't want a smart meter - can I get a new basic meter instead?
In accordance with National Energy Law, any new or replacement meters must be smart to be compliant.
Will you control my power once I have a smart meter?
No. There’s no change to your power supply with a smart meter.
Your power will be switched off for about 30 minutes when your smart meter is installed - after that, it’s business as usual!
Do I need to get my landlord's permission?
No, as the account holder of the electricity service at the property you're not required to seek your landlord's permission. However you may need to contact them if we identify any issues with your wiring which need to be fixed by an electrician
Will my meter be smart if I don’t have 3G or 4G mobile coverage?
Your meter will record thirty, fifteen or five minute data and a meter reader will collect your usage data manually.
If I have two meters but only one needs replacing will you change both?
Yes, the good news is we’ll update both meters to smart meters. Meters at the same site must all be the same type – either basic or smart, not a mix of the two.
I have solar connected at my property. Can I have a smart meter with solar?
Yes, smart meters work with your solar installation.
Can I take my smart meter with me when I move?
No, all meters must remain where they've been installed.
Is anyone excluded from this metering change?
Sites in Mount Isa and selected isolated communities are exempt as they're not part of the National Electricity Market. In these locations, we'll determine the meter required for your premises.
Will my meter box need to be upgraded? Who pays for it?
You won’t have to make any changes if your meter box/switchboard complies with current standards. If it doesn't, for example if it contains asbestos or a timber backing-board, you'll need to organise for it to be made compliant at your expense. A site defect form will be left onsite outlining your next steps if the crew are unable to complete the installation. If your property is a rental, contact your landlord to rectify any issues.
Understanding smart meter data
How can I access my smart meter data?
You can access your smart meter data through My Account, which provides smart insights to help you take control of your energy. Once you're logged into My Account, simply click the 'smart meter features' button if you're a residential customer, or the 'visit Energy Analysis' button if you're a business customer.
How do I read my smart meter?
The simplest way to keep an eye on your usage and smart meter data is through My Account.
Want to track your usage straight from your smart meter? No problem! Check out our how to read your smart meter guide.
Curious about how to break down your bill? Our understanding your bill page has you covered.
How do I read NEM12 smart meter data?
The easiest way to access your smart meter data is through My Account.
If you have NEM12 data, the below guides are designed to help you understand your NEM12 data and find the information you need from your meter:
Prices and billing
What will the smart meter cost?
Customers moving to a new or replacement smart meter will see the same meter services charges as those with basic meters.
Will there be any change to my service fee or meter services charge?
No. There’s no upfront charges or change to your service fees with a smart meter – they’re the same as for customers on basic meters.
Can I stay on quarterly bills with a smart meter?
There are no extra charges for monthly billing. You have a choice to continue with quarterly billing if it suits you better, however monthly billing means you receive smaller, more manageable bills around the same time each month.
Will my tariff change once the smart meter is installed?
No. Your tariff will stay the same unless you explicitly consent to change.
The power’s in your hands! With a smart meter and My Account, you can compare tariffs to see how you could save. But, it’s your choice to switch - no sneaky surprises here!
Will I get a new bill after the meter is installed? When do I have to pay this?
You'll receive two interim bills - the first is for the period between your last bill and the date of your meter change and the next is for the period between your meter change and the start of your normal bill cycle. All of your bills will have clearly marked due dates. Our average daily usage and cost calculator gives you an average daily amount across the multiple shorter bills to compare it easily against last year's bill.
Why is the start and end read on each bill zero?
When you get a smart meter, your bill might look a bit different - your start and end readings will show as zero. It’s just because smart meters work a little differently. They send us the total energy you’ve used over the billing period, not individual readings.
For both styles of meters, the total usage is listed in the quantity column.
For a detailed breakdown of your usage, simply log in or sign up for My Account and click on 'smart meter features'.
Will a smart meter change any payment arrangements on my account?
No, it won't change any payment arrangements you have on your account.
I’ve recently had a smart meter installed and my bill’s higher than usual. Why could this be?
Our high bill checklist can help you understand why your bill is higher than usual.
Common reasons may include price changes that happen every year from 1 July or increased usage e.g. more air conditioning over summer or heating over winter.
At Ergon Energy Retail you can have peace of mind that we won’t change your tariff when you have a smart meter installed. Your tariff will stay the same unless you explicitly consent to a change.
Why am I charged a manual read fee when I don't want my data sent electronically?
A manual read fee for Type 4A meters will apply for customers who specifically request to disable the remote communications on their smart meter which prevents the meter being read remotely. This charge covers the additional cost of reading the meter manually, including travel. It does not apply if the remote communications could not be enabled for other reasons.
A charge of $47.36 per scheduled read will appear in the ‘Other Charges’ section of your bill. This is a mandatory charge which can be avoided by requesting us to enable the remote communications on the smart meter.
Meter installation
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 only takes around 30 minutes, or a little longer if the work is more complex than anticipated.
How will I know when the installation will happen?
We’ll send a notification to your premises address with the date range our team will be on-site to install your meter. Additionally, our metering provider, Yurika, will send you an SMS the day before the meter exchange, so you’ll know exactly when to expect their arrival.
Do I need to be there when the meter is installed?
If your meter box, main switchboard/s, and main switch/es are easily accessible, there’s no need for you to be there. However, if our metering provider, Yurika, encounters any access issues when they arrive at your premises, they’ll send you an SMS requesting that you contact them to arrange a new appointment with clear and safe access.
Do I need to organise an electrician?
Some customers prefer to have an electrician check their meter board before the installation, however it's not a requirement.
Who do I call if I want to change the appointment time?
Please contact us using the phone number provided on the notification with details on the interruption to your supply.
Who will turn up to install my new meter?
Technicians will be authorised by Ergon Retail and will carry or wear identification. They are required to produce identification to you if requested.
When you install the meter, will my power be switched off?
Yes, your power will only be off for about 30 minutes, or a little longer if the work is more complex than anticipated.
How long will it take to be installed?
Your smart meter installation will only take around 30 minutes, or a little longer if the work is more complex than anticipated.
Safety, health and security
Do smart meters cause fires?
No. Smart meters are very safe. They've undergone rigorous testing and comply with all Australian and international safety standards.
Inside each smart meter there’s a tiny lithium battery, which is about half the size of a standard AA battery. It’s the same type of battery powering many common household gadgets, like your TV remote.
Do smart meters cause any health effects?
Smart meters in Australia are completely safe and operate well within the limits set by the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA). In fact, the level of radiofrequency energy they emit is much lower than that of everyday devices like your mobile phone. Your meter will send signals at very low power for just a fraction of a second.
Smart 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're not harmful.
Is my meter and data secure? Can it be hacked?
Smart meters and associated data communication equipment must comply with strict standards for accuracy and security. Data is sent using systems and protocols that meet Queensland Government cyber security standards, the Australian Government’s Privacy Act 1988 and the National Electricity Law. These standards are the same ones that protect all government data. All customer data will be held and collected in compliance with these requirements, just as it is today.
Will anyone else see my electricity data?
No. Your data and personal information are protected under the National Electricity Law, Queensland Government cyber security standards and the Australian Government’s Privacy Act 1988.