In certain circumstances, we may provide credit to customers in connection with the provision of our services or goods. This occurs where we supply our services and goods to customers on a deferred payment basis.
We may collect, use and disclose our customers’ personal credit information for the purpose of processing applications for credit in relation to our services or goods. We collect and handle this information in accordance with the Privacy Act and the Credit Reporting Code of Practice.
We invite customers to participate in customer feedback and market research surveys via SMS text message. The feedback we receive helps us to improve our services. We randomly select a percentage of customers who have recently contacted us or used our online services. Find out more here.
Estimated meter reads are reconciled when Ausgrid gains access to the meter and the correct data - which is usually at the next scheduled meter read. You should contact your energy retailer to confirm their policy regarding bill reconciliations or to discuss a special meter read and any associated costs.
Changes to metering
As of 1 December 2017 Ausgrid no longer provides some metering services.
Your energy retailer (the company who sends you your bills) is responsible for:
installation of smart metering equipment
meter reading of smart meters
replacement of non-compliant meters
notification to customer of power outage associated with meter replacement
Ausgrid is responsible for:
Meter reading, testing and maintenance services of historic Ausgrid meters that have not been installed under the Power of Choice rule change. This includes all meters that were installed by Ausgrid or an agent of Ausgrid. Typically these meters would feature “Ausgrid” branding.
If English is not your preferred language, please use our free translation service by calling 13 14 50.
Have difficulty hearing?
If you have difficulty hearing you can talk to us via the National Relay Service (NRS).
The NRS is an Australian Government phone and internet service for people who have a hearing or speech impairment.
We sometimes need to interrupt the power supply to safely carry out essential maintenance and upgrade work.
You can check for maintenance works using our power outages map.
Known power outages appear as orange outline on the map. Outages for network maintenance are shown as a blue spanner icon. Information about the interruption can be seen by tapping the outage area, or icon.
To report a loss of power at your property or to check for known power outages, please search, using your street name or suburb, on the power outage map.
Known power outages are displayed on the power outage map with an orange outline. The estimated restoration time is displayed when the outage area is tapped. If your property is not within an known outage area and you have no power, you can report a loss of supply.
Please note: For security reasons the map will not display power outages at single properties, so if your power is out, please report it online.
Report a faulty streetlight on the streetlight reporting map. Not every streetlight in our area is maintained by us. If you can't find a streetlight on the map, you may need to contact the local council, the RMS for lights on bridges or your local electricity network business.