Accelerating the rollout of smart meters

The aim is for all homes and small businesses, including apartments and other shared buildings, to have a smart meter by 2030. This includes rental properties. If the electricity account is in your name, we’ll contact you – not the property owner – to arrange the smart meter installation.

If you live in an embedded network (such as some caravan parks or retirement villages), you do not have to have a smart meter as part of the national rollout. You can find more information on embedded networks from the Australian Energy Regulator. 

Yes. Under the rules for the national rollout set by the Australian Energy Market Commission (AEMC), customers cannot opt-out of a new meter. You can, however, ask us to have your smart meter’s remote communications turned off.

If your meter’s remote communications are turned off, it will need to be read manually by a meter reader. There will be a fee for the manual meter read, and your bills may sometimes be based on estimates instead of actual usage if the meter reader cannot access your meter to read it.

Your current meter is owned and managed by the electricity network provider. Your new meter will be owned by a metering business that is contracted by ActewAGL to look after your meter and make sure it works properly.

There's no upfront cost to you for a smart meter installed as part of the national rollout. The contracted installer will not ask you for payment at the time of installation.

Under the national rollout, old meters will be replaced with new smart meters in a planned way – area by area, with the aim of everyone having a smart meter by 2030.

We’ll arrange your smart meter installation when your old meter is scheduled to be upgraded and send you a notice by letter or email at least four business days before the day of installation and planned interruption to your electricity supply.

The notice will specify a time window of five business days when the work will be done. If you have specific needs, you can talk to us about options for scheduling your installation.

In apartments and townhouses, meters are usually grouped together in one place, like a shared meter room or switchboard, so smart meters will be installed at the same time for everyone, where possible.

If you’d like a smart meter before the rollout reaches your area, you can request an upgrade earlier.

If you have received notification from us that you are scheduled for a smart meter upgrade, but are moving out of your property, please call our Metering team on 1300 815 815, Monday to Friday, 8.30am to 5pm.

ActewAGL will arrange for a certified and licensed installer to install your smart meter. In most cases, they won’t need to come inside. They’ll only need to access you meter box and main switch, which are usually outside. If your meter or main switch is inside your home, the installer may need access.

If you’re home on the day, you can ask them for photo ID. They will never ask you for any personal details or payments. If you’re unsure, you can contact our Metering team on 1300 815 815 to check.

For most people, the meter upgrade is a simple swap. If your meter box and main switch are safe and easy for the installer to access, there’s little you need to do.

• If you or someone in your home uses life support equipment, another person (over the age of 18 years) must be present during the meter upgrade to ensure their safety.
• Check there are no locked gates preventing access to the meter box from the front of your property, and that the area around your meter box is clear.
• Ensure there are no obstructions or damage to the point where the overhead powerlines attach to your premises.
• Ensure pets and other animals are secured or removed from the areas the installer will need to work.
• Switch off and unplug electrical appliances and devices.
• If you rely on an electric pump for household water, be sure to store enough water for your needs prior to the interruption of your electricity supply.
• If you have electric garage doors, consider moving any vehicles you may need prior to the electricity supply interruption.
• If you have an electric alarm system, it may be necessary to make alternative arrangements with your service provider.

If your meter box and main switch are easy and safe to access, you don’t need to be home on the day. If they’re inside your property, or there are other access issues, you may need to be home to help the installer access the meter. If you are home, you can ask the installer for photo ID. They will never ask you for any personal details or payments.

If the installer visits your property while you’re not there, they’ll leave a card advising whether the meter upgrade was successfully completed.

Your electricity will be off for a short time, usually about an hour, while the new meter is installed.

The electricity to your property will be turned off for a short period, usually about an hour, while the smart meter is installed. 

If you or someone in your home uses life support equipment, make sure you are registered as a life support customer with us. Another person (over the age of 18 years) must be present for the duration of the meter upgrade to ensure the safety of the person who uses life support equipment. Work will not proceed unless a support person is on site.

For a checklist developed with health and consumer organisations to help you plan for electricity supply interruptions, please visit lifesupport.poweroutageplan.com.au.  

Your smart meter doesn’t use your home Wi-Fi. It sends data through a secure wireless network. When your smart meter is installed, the installer will connect it to the secure wireless network. If they identify signal issues, they can boost the strength of the connection on the day.

Sometimes installers find safety or other issues with existing meter boxes, like old wiring, asbestos or damaged covers that don’t protect the wiring from the weather. These may need to be fixed before a smart meter can be installed.

If this happens, we’ll contact you about the issues identified, your options and the next steps. If you own the property, you are responsible for the wiring and electrical fittings and the cost of an electrician to make repairs. If the property owner does not make the necessary repairs, the existing meter may continue to be used until it fails.

However, if your meter box or wiring is in very poor condition and could cause a fire, electric shock or other safety risk, you may receive a notice about the defects that need to be fixed by an electrician to keep you safe and the electricity connected. If there is an immediate safety risk, your electricity may need to remain off until it can be fixed.

You can access your electricity usage data using the My.ActewAGL online portal or mobile app or by calling us on 13 14 93.

Yes, your energy data and personal information are protected by law. Smart meter data is treated as confidential information under the National Electricity Rules and the Privacy Act.

There are strict rules about who can access your data without your authorisation. ActewAGL, as your electricity retailer, and the meter provider are allowed to access your meter data.

Getting a smart meter will not automatically change the way you are charged for electricity. Your retail tariff structure can’t be changed without your consent for two years after your smart meter is installed. There are some exceptions, including:

• if you move into a home that already has a smart meter
• if you switch to another retailer for your electricity after getting a smart meter
• where the change is a result of a benefit change and we provide you with a Benefit Change Notice.

Having a smart meter means more electricity plans become available to you. You can choose to move to another plan with a different tariff structure if it benefits you more. Please contact us if you wish to discuss your retail tariff structure.

The detailed electricity usage data provided by your smart meter can be used in several ways. 

• You can use the My.ActewAGL online portal or mobile app to track your energy use, see the days and times when you are using more electricity and find opportunities to save energy.
• The smart meter enables you to choose from a wider range of electricity plans and pricing structures. You can access time-of-use tariffs, which offer cheaper rates for using electricity at off-peak times, such as overnight or in the middle of the day. The data from the smart meter will help you determine if you’ll be better off. You might save money by using power when it costs less. You can contact us to discuss your plan and tariff options.
• Your historical electricity usage data can also help you explore the type and size of solar panels, batteries and other energy technologies that best meet your needs.