Moving, Meters and Connections

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Absolutely. Digital meter data is secure and all personal information is confidential. No customer names or addresses are attached to the transmission of meter data. The meter number and NMI (National Meter Identifier) are matched up with customer information only after it has reached the central data station, which is secured. For more details, view our  Privacy Policy.
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 If there's safe and clear access to your meter, you don't have to be at the property during the installation*. For example, please ensure there are no obstacles around the meter (including debris, vegetation, pests or animals) and that any gates or meter boxes are unlocked. If you have concerns about accessibility of the meter, please contact us ahead of your scheduled visit. *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.
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Digital meters can be used to help you identify when your electricity usage peaks. With our helpful online tools, including AGL My Account and the AGL App, you can view more timely data – so you don’t have to wait until your bill arrives to see your usage charges.   Another key benefit of digital meters is more accurate meter reads. As digital meters can be read remotely and your usage data is sent automatically, in most cases the need for on-site meter reads and estimated bills is significantly reduced.
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Digital meter data is secure and confidential. AGL and our metering service providers must adhere to tight privacy controls and compliance with the Privacy Act Cth. (1988) and the Australian Privacy Principles, which cover the collection, use, disclosure and storage of personal information.
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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.
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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.   Any personal information that AGL holds will be handled in accordance with our Privacy Policy, which is maintained at agl.com.au/privacy. 
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If you’re experiencing issues which you think are due to your digital meter, contact us and we’ll investigate.
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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. 
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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.  
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Once AGL has confirmed details of a digital meter installation at your property, a qualified electrical installer will be sent to complete the installation. Sometimes during the process, an issue (commonly called a ‘site defect’) is discovered which prevents the installer from continuing immediately with the job. This could include the discovery of electrical issues or on-site contaminants, like asbestos. If this occurs, the meter installer will provide you with information outlining the site defect, why it prevented installation, who is responsible for rectification works and who you should contact to discuss the matter further.    Note that wiring issues associated with the circuitry in the home, the switchboard and the meter box remain the responsibility of the homeowner. 
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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:   NSW: Are smart meters dangerous to my health? SA: Smart Meters QLD: Digital Meters VIC: Smart Meters Safety 
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Yes - all digital meters meet the wireless electro-magnetic exposure limits set by the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) and meet current Australian Standards, including those related to safety.   Digital meters have lower emissions than many other electrical devices commonly found in households, such as mobile and cordless phones, Wi-Fi modems, microwaves, televisions and baby monitors. For more information, view the ARPANSA fact sheet.
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No – your digital meter operates at a low frequency and power level; it will not interfere with any other equipment in your home.
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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.
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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. 
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After 1 December 2017, when the new rules take effect, all customers with new homes will have a digital meter installed. Simply contact us to arrange.
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Yes. With the Australian Government’s Power of Choice reforms which came into effect in December 2017, all customers with new homes will have a digital meter installed. Simply contact us to arrange.
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Yes – but only if your State regulation permits a meter reversion. Contact us and we’ll follow the meter reversion policy in your state.
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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.
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Where consent is required, AGL will seek it from whomever occupies the premises (i.e. the electricity customer). We don’t require permission from the landlord.
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