Meter faults and meter reading errors are extremely rare. The process of manufacturing a meter, calibrating and installing it, reading it and sending the data to your retailer goes through rigorous checking, rechecking and spot auditing. New meters must also comply with the National Electricity Rules, National Measurements Act and relevant Australian Standards.
However, if customers are concerned about their meter read or meter, they can ask for a meter test or a re-read of their electricity meter via their retailer.
Step 1 - Talk to your electricity retailer
Before requesting a meter check or a special meter read, the first step is talking to your electricity retailer to get a good understanding of your energy use.
This involves having a discussion with your retailer about what appliances are being used inside your home, including any new appliances, to see if that correlates with the electricity use shown on your bill. This often includes the retailer looking at how your electricity bill and use varies with the seasons and comparing it with the same period in previous years.
Make sure your retailer explains the information on your bill so you can properly compare the information.
After discussing your bill with your retailer, if you still believe your meter read is not correct, you can ask your retailer to request Ausgrid to conduct a special meter reading.
This involves a meter reader being sent to the property to perform another meter read and check that the previous reading was accurate. The fee for a special meter read is set bya the Australian Energy Regulator and only reflects the cost of providing this additional service. This fee is passed on to your retailer. If there was a mistake reading your meter, the fee is not applied. The current fee is contained in Ausgrid’s Connection Policy – Connection Charges. Our analysis shows Ausgrid’s meter reads are generally highly accurate, with an error rate of 0.04%.
Your retailer can also ask Ausgrid for a meter test on your behalf. This involves a metering technician being sent to your home to conduct a technical investigation and accuracy test of the meter to make sure it is measuring accurately. The results of the meter test will be provided to your retailer.
The fee for a special meter test is set by the Australian Energy Regulator and only reflects the cost of providing this additional service. This fee is passed on to your retailer. The current fee is contained in Ausgrid’s Connection Policy – Connection Charges.
If there is a fault in your electricity meter or it doesn't meet stringent accuracy requirements, the fee is not applied and we would replace your meter.