Estimated bills and meter reading
The electricity, gas or water distributor for the area is responsible for reading the meter and sending the meter data to the retailer. If the meter reader is not able to access the meter (eg. due to a locked gate, or a dog in the yard), the distributor will provide the retailer with an ‘estimated’ read, based on the customer’s past usage.
When the retailer issues a bill to the customer based on this read, the fact that it is estimated should be clearly shown on the invoice. If the estimated bill results in the customer being significantly over or under charged, this can lead to a complaint to EWON. The following points reflect some common questions to EWON relating to estimated bills and meter reading:
Frequency of bills
According to legislation*, “a bill must be issued by a supplier to a small retail customer under a customer supply contract at least once every 3 months”. For customers on a negotiated contract, the frequency of their bills will depend on the terms and conditions of their contract.
Frequency of meter reads
An energy distributor must do an actual meter read once every six months. If lack of access prevents this, the customer may be asked to make an appointment for a special read. If access is a continuing problem, the retailer can arrange to disconnect the supply.
Authority to enter property
A distributor can enter a property to read the meter without the prior consent of the customer.
Estimated accounts
If the meter reader is unable to access the meter, the distributor can estimate any period of up to 6 months before the meter was last read.
Self reads
After a customer receives an account based on an estimated reading, a retailer may agree to accept a customer’s reading of their own meter. This will be considered an actual read.
Special meter reading fee
If a customer is concerned that their bill is high because their meter reading is incorrect, they can ask their retailer for a special meter read. The retailer is able to charge the customer a special meter reading fee for this. This fee should be waived if the meter reading is found to be incorrect. (Note that the legislation allows for a 2% margin in over or under registering.)
**See Clause 29, Electricity Supply (General) Regulation 2001 and Clause 29, Gas Supply (Natural Gas Retail Competition) Regulation 2001
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