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Having a smart meter means that you’ll be able to access more accurate and timely usage information online. This means you will be able to make more informed choices about how and when you use electricity.
You’ll also be switched to a new electricity tariff which will change the way you’re billed for the electricity you use. You can read more about tariffs below.
From 1 December 2017, smart meters are the standard new or replacement electricity meter. Plus, if you have a meter enquiry you'll need to contact us instead of your distributor.
Are you a builder or resident preparing for a new electricity meter installation? If so, you can learn more about the process and resulting changes to your tariffs below.
Frequently asked questions
I’ve received a notice for a meter upgrade, what do I need to do?
You don’t need to be home for the upgrade but you need to make sure we can get easy access to your electricity meter and main switch.
I’m building a new development and need to organise a new meter, what do I need to do?
If you require a new connection, the process is simple.
For multi occupancy and medium density developments please contact us directly on 1300 815 815 and we’ll organise a dedicated ActewAGL business account manager to assist with the procurement and installation process of your meters.
When will my meter upgrade take place?
If you require a new or replacement meter, you’ll receive a written notice from us which specifies the date and timeframe for your installation. Whilst our aim is to minimise disruption caused during the work, it is possible the installation time may change in the event of unforeseen circumstances or weather. If this is the case, we’ll issue you with a new notice which specifies the revised day of your installation.
Will there be any upfront charges?
During the meter upgrade we may need to perform some additional work to bring your metering installation up to the required standard.
What happens during a meter upgrade?
Once our technician arrives at your premises they’ll notify any occupiers on site in person. During your upgrade, you may experience an outage of up to 3 hours to allow us to conduct the required safety checks and perform the work. We’ll let you know once your meter is installed, or if more works are required, by leaving a notice in your letterbox with instructions on the day.
You can read more about planned interruptions under the Emergencies, Faults and Outages section below.
What if I, or someone in my home, is a registered life support customer?
If a person in your household is reliant on life support equipment, please make the necessary arrangements for the duration of your power interruption. For more information about preparing for a power interruption, visit the ACT or NSW Life Support page.
Can I opt out of getting a smart meter?
ActewAGL is required to install smart meters for all new connections and replacement meters (i.e. if the meter needs to be replaced after a fault or if it has reached the end of its life). If your meter needs replacing, you can ask us to disable the communications function in the meter which is used for remote meter reading. There may be additional costs associated with ActewAGL undertaking manual meter reads if you choose to have the communications disabled.
To arrange for the communications function in your meter to be disabled (i.e. to opt out), you can contact us through one of the following methods:
Once you have a smart meter you’ll be placed on a new tariff for your electricity usage. This means that you may be charged differently for the electricity that you use. We’ve outlined the changes and what they mean for you.
If you live in the ACT you will be moved to a ‘demand tariff’ by default.
If you live in NSW, you will be moved to a ‘time-of-use tariff’ by default if your new meter is installed after 1 July 2018. Before this date you can remain on your current tariff.
In all cases, you’ll be notified about this change prior to your meter upgrade. If you find that your tariff doesn’t suit your needs, you’ll have the opportunity to change your tariff type once in a 12-month period. For customers in the ACT, this change can only be to the smart meter time-of-use tariff. All other tariffs in the ACT will become unavailable for customers who have a smart meter at their premises. You can change your tariff by contacting us on 13 14 93, between 8:00am and 6:00pm, Monday to Friday.
Demand tariffs are designed to encourage you not to use too much electricity at peak usage times when demand for electricity is at its highest.
These tariffs are made up of three charges;
How your electricity demand charges are calculated
Demand charges are calculated monthly and are based on your electricity usage during peak times, when most people are using electricity.
Your demand charge will be your maximum demand recorded during a 30 minute period during the peak times (for example, between 5:00pm and 8:00pm for residential customers in the ACT and measured in kilowatt (kW), multiplied by the relevant demand charge rate in ActewAGL’s schedule of charges and multiplied by the number of days in the month. The table below is an example of calculating the demand charge.
Demand charge = Maximum demand over a 30 minute period during the peak times (measured in kW) x Demand charge rate (stated in the schedule of charges) x number of days in the month
$29.90* = 6kW x $0.1661 x 30 days
*Charges relevant to the ACT ‘Smart Meter Home Demand’ tariff.
The peak times are identified in our schedule of charges, which are available online at actewagl.com.au/prices.
Tips for using a demand tariff
Time-of-use (TOU) tariffs are designed to encourage you to shift your electricity usage to different times of the day. You will be charged at different rates for using electricity at the different times. The cost of electricity is at the highest during peak periods (for example, early in the evening) and cheapest during off-peak periods (for example, overnight).
How TOU is calculated
Time-of-use tariffs are made up of four charges. The following applies to an ACT residential time of use tariff. Refer to our schedule of charges for other time of use tariffs.
Tips for using a time-of-use tariff
Unplanned power interruptions
Any unplanned power outages in your area will be treated as a priority. You are responsible for ensuring there is a backup supply of power at your premises in case of an emergency. If a person in your household is on life support equipment, please make the necessary arrangements for the duration of your interruption. For more information to help you prepare visit the ACT or NSW Life Support page.
In the case of an emergency during an unplanned power interruption, please contact your local distributor from the table below. Alternatively, refer to the Emergencies and faults phone number located in the top right corner of your bill.
Emergencies and faults phone number
13 10 93
13 20 80
13 10 03
Planned power interruptions
In the case of a planned power interruption, either ActewAGL or your distributor will notify you in advance to allow you time to arrange alternative power. . If a person in your household is on life support equipment, please make the necessary arrangements for the duration of your interruption. For more information to help you prepare visit the ACT or NSW Life Support page.
What you need to do
How to prepare for your planned interruption:
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