Your responsibilities

Opening and closing accounts

You must tell your electricity, gas or water provider when you move in or out of a property. 

Access to your meter

You must give your electricity, gas or water provider safe access to your meter. 

This helps make sure your bills are correct. 

Common meter access problems include: 

• locked gates  
• dogs that are not restrained  
• meters that are hard to reach. 

Your provider must read your meter at least once every 12 months. 

If your provider cannot access your meter, they may need to make an appointment with you. 

They may charge you a special meter reading fee. 

If your provider cannot access your meter, they may estimate your bill. 

You may be able to make another arrangement. For example, you may be able to read the meter yourself. 

This can help you avoid estimated bills. 

If you have a smart meter that can be read remotely, you should not get an estimated bill. 

If you do get an estimated bill, contact your retailer and ask why. 

NSW Fair Trading has provided this information on meter access for owners and tenants in a strata scheme. 

Paying your bills on time

You must pay your bills on time. 

If you do not pay, your retailer may: 

• disconnect your energy  
• take debt recovery action. 

Paying money you owe

Retailers may be able to move an old debt to your current account. 

They may also send the debt to a collection agency. 

If you think the debt should not have been moved to your current account, speak to your retailer. 

You can also contact us.