If your meter read was not accepted, it may be becaus e:
The read was too high or too low compared to the last official read
The read has been taken too far in the past
The photo provided wasn’t clear or accurate
No photo was provided when requested
T he meter number was incorrect in a different way
Our records indicate the meter is faulty , disconnected, or pending replacement
Dispute a rejected meter read
If your meter read was rejected and you think it doesn’t match any of the above reasons, you can dispute it. Head to our complaints page for more details.
We’ll notify you if we're planning an upgrade to your current meter, at which point, you can contact us to opt out. However, opting out of a current or future new meter deployment won’t stop you from receiving a digital meter if your current meter needs to be replaced for technical, regulatory or maintenance reasons.
For more information, see the Australian Energy Regulator’s Smart Meters and You Fact Sheet.
When we exchange meters or in some cases for other meter works, we may need to disrupt your electricity supply for a short period. The letter you received is your notice of the expected time and date when the technician will visit your property and the disruption will occur.
If there is safe and clear access to your meter, there's nothing you need to do – you don't even need to be at the property unless you have Life Support Equipment. If Life Support equipment is present, we require you to be at the property to confirm supply is completely restored after the meter is changed. For more information see our Customer Charter.
Digital meter data is secure and confidential. There are strict guidelines in place for the protection of this information, whether it’s collected from your existing meter or a digital meter. The collection, use and disclosure of metering data is also subject to strict confidentiality rules, and access to electricity usage data and other information is restricted.
By law, metering data can only be accessed by customers, the meter reader, your energy retailer and others who are entitled to it (e.g. authorised bodies, distribution networks or third party service providers with your consent).
AGL and other retailers must comply with the Privacy Act Cth. (1988), which includes the National Australian Privacy Principles; these principles set clear restrictions on the use, disclosure and storage of personal information.
Yes – a digital meter installation can still proceed, however the meter technician will need to test the strength of the telecommunications signal to your property. If the signal is found to be too weak to deliver remote services (such as meter readings) to your home, the wireless communications signal may need to be switched off and alternative arrangements put in place. We’ll discuss these alternative arrangements with you if they’re necessary.
Yes - digital meters are equipped with remote functionality to disconnect and reconnect, as well as features to protect against hazards such as electric shock and fire damage.
If you do not wish to have remote communications enabled on your digital meter, you can request this at the time of installation. Additional charges may apply for digital meters without remote communications and some products or services may not be available.
No – having a digital meter installed does not affect your customer rights or the protections provided to you under the National Energy Retail Rules. You still have the right to seek and access energy concessions, rebates and hardship schemes offered by AGL, other retailers or the State Government (where applicable in conjunction with each scheme’s conditions). You also retain access to existing dispute resolution paths.
Yes you can! In fact moving is a great time to review your current energy provider. To switch gas for your home, call us on 1300 001 190 or sign up online here. For business, you can give us a call on 1300 001 194 or sign up online here, and we’ll take care of the rest.
There are three types of gas installations that you can apply for:
A mains construction is where there is no existing gas mains available in the street.
A service line installation is where there is no existing gas line connected to the proposed meter location. The service line must be in place prior to a gas meter being installed.
A meter only installation is where there is an existing service line installed, and only the physical meter is required.
AGL is proudly Australian and has been in energy for 180 years, even lighting Australia’s first street gaslamp in 1841.
We’re excited to be bringing more choice in gas to WA with our great gas discounts for your home and small business.
You can sign up online for your home here and business here, or you can call us any time (yes, 24 hours a day!) on 1300 001 190.
Digital meters and their communication networks are equipped with advanced security features that prevent unauthorised access.
The wireless links between digital meters and retailers like AGL are encrypted and cannot be disabled. These links do not use the internet, providing further security. No customer names or addresses are attached to the transmission of meter data.
Digital meters are not dangerous. All digital meters installed are regulated by the Australian Communications and Media Authority and have frequencies similar to common household electronics like mobile phones and televisions. The Australian Radiation Protection and Nuclear Safety Agency sets exposure limits and concludes that ‘no scientific evidence exists that low levels of radio-frequency electromagnetic energy exposure from digital meters causes any health effects or symptoms of ill-health'.
For more information, visit:
Smart Meters (For Households)
Smart Meters (For Business)
SA: Smart Meters
QLD: Digital Meters
VIC: Smart Meters Safety
Yes – having a digital meter should not prevent you from transferring to another retailer. If you experience any difficulties, start by contacting your existing retailer.
If you continue to experience transfer issues, the independent Ombudsmen in your State may be able to help.
All wiring issues associated with the circuitry in the home, the switchboard and the meter box are the responsibility of the homeowner. If a site defect has been discovered at your home, get in touch with your landlord or real estate agency and ask them to address the problem. AGL can guide you through the process.