Getting a new meter? There are some important things you need to know if you live in NSW/ACT, South Australia or Queensland.

The information below covers time frames for the following three scenarios:

  1. New connection
  2. Meter exchange
  3. Meter exchange and a connection alteration

We’ll work with you to arrange the meter installation at a time that suits you. If you need to change the date just let us know and we'll reschedule.

  1. New connection

Once the Distributor/Accredited Service Provider has let us know the supply connection for your site is complete, the meter can be installed by your preferred date.
Otherwise, the meter will be installed within 6 business days from when the Distributor/Accredited Service Provider notifies us that the supply connection for your site is complete.
Please note that the time frames above won’t apply when:
        • The supply connection hasn’t been completed
        • The site isn’t accessible, safe or ready for the installation
        • The new meter installation requires interruption to another property’s supply
        • You haven’t agreed to the meter installation
        • You have an aggregated electricity consumption agreement that states these  time frames don’t apply (this mostly applies to business customers and major                 builders).

After any of the above exceptions are resolved, we’ll arrange to have the meter installed by a new date that suits you or within 6 business days of the resolution.

  2. Meter Exchange

The new meter can be installed by your preferred date, or a date range of 5 business days if that works better for you.
Otherwise, the new meter will be installed within 15 business days from when you agreed to the meter exchange.
Please note that the time frames above won’t apply when:
        • The site isn’t accessible, safe or ready for the installation
        • The installation requires interruption to another property’s supply
        • You haven’t agreed to the meter exchange
        • You have an aggregated electricity consumption agreement that states these time frames don’t apply (this mostly applies to business customers and major builders).

After any of the above exceptions are resolved, we’ll arrange to have the meter installed by a new date or a date range of 5 business days if that works better for you. Otherwise, the new meter will be installed within 15 business days of the resolution.


  3. Meter exchange with a connection alteration

The changes to your meter can be completed by your preferred date, or a date range of 5 business days  that you agree to with us and the Distributor/Accredited Service Provider.
Otherwise, the meter will be installed within 15 business days from when you agreed to the meter exchange.
If the Distributor/Accredited Service Provider is doing the connection alteration, they must coordinate it.
Please note that the time frames above won’t apply when:
        • The site isn’t accessible, safe or ready for the exchange/alteration
        • The installation requires interruption to another property’s supply
        • You haven’t agreed to the meter exchange and connection alteration
        • You have an aggregated electricity consumption agreement that states these time frames don’t apply (this mostly applies to business customers and major builders).
        • You haven’t met the conditions of the connection contract with the Distributor
        • More work is required on the electricity network before the connection alteration can be completed.
After any of the above exceptions are resolved, we’ll arrange to have the changes completed by your preferred date, or a date range of 5 business days that you agree to with us and the Distributor/Accredited Service Provider. Otherwise, the meter will be installed within 15 business days of the resolution.

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Definitions

New Connection: A new connection is for a site with no existing electricity supply connection or electrical metering. A physical new connection of supply is required and a brand new meter is installed to connect the site to power. The supply needs to be completed before we can install a new meter.

Meter Exchange: A meter exchange is when we’re replacing your existing meter. Some examples of a meter exchange are:                                                                                
        • Upgrading to a smart meter
        • If you have solar, you need a compatible meter to enjoy the benefits of your solar system.

Meter Exchange and a Connection Alteration: A connection alteration is when a change is made to your existing connection. Some examples of a connection alteration are:                                                            
        • Relocating your meter due to renovations
        • Upgrading your switchboard, meter panel or meter box
        • Upgrading your meter from a 1 phase connection to a 3 phase connection
        • Upgrading your meter to make it appropriate for the appliances in your property
        • If you need to add or remove ‘controlled load’ to your meter for hot water.

Distributor: A Distributor owns the energy infrastructure – the poles and wires that supply energy to you.

Accredited Service Provider: Accredited Service Provider (ASP) relates to NSW/ACT customers only. An ASP is also known as a Level 2 electrician. They’re permitted and required to install a service line to connect your premises to the electricity network. An ASP isn’t permitted to install the meter unless they’re accredited with our Metering Service Provider.

Agreement: An aggregated electricity consumption agreement is a separate contract that includes multiple National Metering Identifiers (NMI).

Please note the date range doesn’t apply to life support customers.

Connection Contract: A connection contract is a contract with your Distributor regarding a connection service.

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