FAQs

Q: What is the accelerated smart meter rollout? 

The accelerated smart meter rollout is an initiative to replace all legacy (manually read) meters in the National Electricity Market with smart meters by 2030.

Smart meters enable a range of potential benefits for customers and energy providers, including:

• remote meter reads, connections and disconnections
• more detailed data about usage for customers and providers
• more flexibility in managing usage and solar exports
• more efficient use of appliances and energy products
• lower energy costs in the long term.

For more information about the accelerated smart meter rollout, visit Energy Consumers Australia.

Q: Do I have to get a smart meter?

Yes, customers can no longer opt-out of having a smart meter installed.

If your meter is due for replacement, or you need a new meter for any other reason, your new meter will be a smart meter. Speak to your retailer about the installation process. 

Q: Can I have a smart meter installed even if my old meter is not faulty or I don't have solar?

Yes, customers can request a smart meter from their retailer for any reason, and the retailer is required to install one.

Q: I’m renting. Can I have a smart meter installed?

It's a good idea to discuss installing a smart meter with your landlord first, as any incidental work to the connection, switchboard or meter box may have to be arranged and paid for. The meter will not be installed until the switchboard, meter box, fuses or wiring are compliant.

Q: How long will it take for my meter to be installed?

The installation timeframe will depend on the circumstances, for example:

• If your meter is tested and found to be faulty, your retailer is required to exchange it within 15 business days of being notified.

• If your meter belongs to a group which has failed statistical testing requirements (known as meter family failure), your retailer is required to exchange it within 70 business days of being notified.

• If you request a meter exchange, your retailer is required to exchange it within 20 business days.

• If you request a meter installation as part of a new connection, your retailer is required to complete the installation within 11 business days.

Installation timeframes will differ if there is a defect or shared-fuse arrangement at your premises. 

Q: Does my retailer have to provide me with notice before exchanging my meter?

Yes, your retailer is required to provide you notice, unless you have provided consent for the meter exchange. 

Retailers must either:

1. obtain a customer's explicit informed consent to a meter installation/replacement to occur on a specified date, or within five business days

2. provide the customer a written notice, no more than 60 business days and no fewer than four business days, before the proposed meter installation date.

For detailed information on what the notice must contain see the Australian Energy Regulator’s (AER) Guidance to retailers. 

Q: Will my electricity tariff change once the meter has been installed?

For two years following the replacement of your legacy meter, your existing retailer needs to provide a notice and obtain your explicit informed consent before changing your retail tariff structure (eg from flat rate to time of use).

After the two years, your retailer may change your retail tariff structure by sending you a notice containing specific information at least 30 business days before the change.

This does not apply if you change retailers or move to a new premises with a smart meter installed.

Q: What happens if I don’t have a reliable mobile phone signal?

Smart meters use the mobile phone network to transmit a signal. You can still have a digital meter installed, but your meter may have to be read, disconnected and reconnected manually. There may be a fee for this.

Q: What happens if I want to change retailers? 

Having a smart meter installed should not impact your ability to change retailers. However, you should check your existing retail contract to make sure you can switch without any exit fees or other issues.

Q: What is a Legacy Meter Replacement Plan?

A Legacy Meter Replacement Plan (LMRP), is a plan published by your distributor and approved by the AER. It sets out the schedule for replacing legacy (manually read) meters in your network area by 30 November 2030.

The plan includes factors such as:

• geography and workforce planning – eg, efficiently covering whole meter read routes and postcodes

• ensuring the rollout is equitable – eg, balancing urban, regional and rural area replacements during the acceleration period.

If your meter requires replacement under the LMRP, your retailer will send you a notification, no more than 60 business days and no fewer than four business days, before the proposed meter installation date.

Q: Do I have to pay for my meter to be replaced under the LMRP? 

No, retailers are not allowed to charge upfront for a meter exchange that’s completed as part of the LMRP.

Q: I received a “site defect” notice from my retailer. What do I need to do?

A retailer issues a site defect notice when an installation defect (such as, non-compliant wiring, asbestos present, or if the meter board is too small for the new meter) is identified by the technician.  

The owner of the premises will need to rectify the defect at their own cost, before the meter replacement can occur. Once this is completed, you should notify your retailer that the issue is fixed, and they will arrange your meter exchange. 

While a retailer cannot force an owner to rectify the defect, failure to do so may delay the replacement of the old meter. 

Tenants are not responsible for the cost of rectifying a site defect. The landlord must pay the costs and charges for repair, maintenance or other work required to facilitate the proper installation or replacement of an electricity meter.¹

Q: What is a “shared-fuse arrangement”? How does this affect my meter replacement?

A shared-fuse arrangement means that interrupting the electricity supply at your premises requires interrupting the supply to a neighbouring premise eg in sub-divided battleaxe properties and older apartment blocks.

If one meter on the shared-fuse requires repair or replacement, all meters on the shared-fuse will be upgraded to smart meters during the process. This is known as “one-in-all-in” and requires coordination between the distributor, retailers and metering coordinators for all premises.

If this applies to your premises, your retailer will send you a written notice, no more than 60 business days and no fewer than four business days before the proposed meter installation date.