FAQ
General information about Smart meters & the VIC Government Program
- What is a Smart meter? What does it do?
- Why are you changing my electricity meter?
- How will this change impact me? /What are the benefits of an advanced meter?
- Do I have to have a Smart meter?
- Can I keep my existing meter?
- How is the Smart meter different to the meter I currently have at my home? What’s changed?
- Does the Smart meter look any different to my current meter?
General information about Smart meters & the VIC Government Program
- What is a Smart meter? What does it do?
- Why are you changing my electricity meter?
- How will this change impact me? / What are the benefits of an advanced (or smart) meter?
- Do I have to have a smart meter?
- Can I keep my existing meter?
- How is the smart meter different to the meter I currently have at my home? What’s changed?
- Does the smart meter look any different to my current meter?
A smart meter – also known as advanced metering infrastructure (AMI) - is a new type of energy meter being rolled out across Victoria. The meter will not affect how your electricity is billed, but it will allow for more comprehensive electricity measurements. The measurements will be sent every half hour by the meter, as opposed to manual reads every quarter by the distributor. It just changes how your local distributor gets your meter read to us so we can bill you for the electricity you’ve used. We have set up a special webpage at www.australianpowerandgas.com.au/smartmeters to keep you informed of latest changes. I can also send you information about the smart meter program.
This is part of a government mandated roll out for Victoria. A decision was made by the Victorian government that all Victorians will have a smart meter by 2013. Your local electricity distributor manages the meter at your home and is working with the Government to install your new meter. In the letter to you from the Victorian Government, you were advised that the new smart meters will help you better understand how much electricity you’re using. This means you’ll be able to manage your electricity usage and costs more effectively in the future.
Please click here for copy of letter sent by the Victorian Government
The change should have a minimal impact. The main change will be a move from an actual meter reader visiting your home and reading electricity meters quarterly to remote half hourly reads being sent from the meter. The meter will send data to the distributor, who then sends it to us so we can bill you. However, there is a transitional period where the distributor will only provide quarterly reads to the retailer, even where they themselves are receiving more frequent reads. Your smart meter will help you better understand how much electricity you’re using. This means you’ll be able to manage your electricity usage and costs more effectively in the future. The level of customer benefit will largely depend on the ability to shift energy usage into ‘non peak’ pricing periods.
Yes. In order to improve electricity delivery and management across Victoria, the Victorian State Government requires that all residential and small business customers have a smart meter installed by the end of 2013. Smart meters will allow the development of smarter electricity supply infrastructure on a state wide basis and will also allow for better management of energy use.
No. This will be recycled by the distributor.
The smart meter sends electricity usage readings every half hour to the distributor. Previously this was done manually by a meter reader on a quarterly basis.
If you have an analogue meter with clock faces, the change will be moving to a digital meter without the clock faces. Also, the smart meter will allow you to press a button to scroll through the different reads (e.g. off peak, peak), last week’s readings etc as opposed to reading the clock dials. If you have a digital meter, there will be no change.
Installation
- When will my Smart meter be installed?
- Will the meter installer knock on my door to advise they’re about to begin work?
- What if I’m not home when the meter installer comes to replace my meter?
- Will there be any other visits after the initial installation?
- I don’t want to pay for the installation of a Smart meter.
- I was disconnected for a period of time during the installation of the Smart meter. Who can I talk to about this?
- My property has been damaged in the meter exchange process. Who can I talk to about this?
- The Smart meter installer was unable to install the Smart meter due to [locked gate/dog at property/meter inside]. What do I need to do?
- What happens if someone at my property is on life support?
- Do I need to do anything before my Smart meter is installed?
- Who is responsible for repairing the Smart meter if it is faulty? What number do i call?
Installation
- When will my Smart meter be installed?
- Will the meter installer knock on my door to advise they’re about to begin work?
- What if I’m not home when the meter installer comes to replace my meter?
- Will there be any other visits after the initial installation?
- I don’t want to pay for the installation of a Smart meter.
- I was disconnected for a period of time during the installation of the smart meter. Who can I talk to about this?
- My property has been damaged in the meter exchange process. Who can I talk to about this?
- My property has been damaged in the meter exchange process. Who can I talk to about this?
- The smart meter installer was unable to install the Smart meter due to [locked gate/dog at property/meter inside]. What do I need to do?
- What happens if someone at my property is on life support?
- Do I need to do anything before my smart meter is installed?
- Who is responsible for repairing the smart meter if it is faulty? What number do I call?
All customers in Victoria will have their old electricity meter exchanged for a new Smart meter in a state wide roll out program which commenced in September 2009 and will conclude in 2013. You will be notified in writing by the Victorian Government and your electricity distribution business prior to installation. The communication will outline in detail the process for the changeover. The Smart meter installer will perform this work on behalf of your distributor and will send you a letter notifying you of a 10 day period during which your new Smart meter will be installed and your old electricity meter will be removed from your property. The meter installation will take place at your property.
Yes the smart meter installer will advise you just before they’re about to begin work on the day at your property. You can recognise the meter installers by their branded uniforms and identification cards. Before installing your smart meter, the installer will perform a job safety assessment and will advise you if it is not safe to install the new meter at your property and how to manage any issues should they arise. If the installation goes ahead, you will be advised when the meter installation is complete.
(As per the distributor’s letter), the meter exchange can occur without you being at home. As your power will be cut off for a short time (up to 1 hour) during the meter exchange, you should do what you can to minimise any damage to your appliances or lost files on your computer etc.
The electricity distribution business is responsible for ensuring the quality, reliability and performance of the smart meter and may need additional visits to check the meter from time to time, though this is not expected to be a regular occurrence.
This is part of a Victorian Government mandated roll out for Victoria. A decision has been made by the Victorian Government that all residential and small business customers will have a smart meter by 2013. If you would like further information on the Victoria Government’s energy policy or smart Meter program, please visit the Department of Primary Industries (DPI) website at www.dpi.vic.gov.au/energy or contact the DPI on 136 186.
Please click here to view the Fact Sheet from the DPI web site.
Your local distributor will be able to help you. You can find their number in the top right hand corner of your Australian Power & Gas electricity account.
You will need to talk to your local distributor about this issue. You can find their number in the top right hand corner of your Australian Power & Gas electricity account.
You will need to talk to your local distributor about this issue. You can find their number in the top right hand corner of your Australian Power & Gas electricity account.
You will need to contact your local distributor to arrange a new time. You can find their number in the top right hand corner of your Australian Power & Gas electricity account.
If you have completed and lodged the necessary forms with us, your local distributor will be informed of your life support status.
To install your smart meter, the power will be turned off at your property for approximately 15-30 minutes. During the meter installation, you’re required to ensure that the meter installer has safe and clear access to your meter box. When the smart meter has been installed, you will receive written information on how to read your new meter. Before installing your new smart meter, a job safety assessment will be performed. You will be advised if it’s not safe to install the new meter at your premises and how to manage issues should they arise.
The distributor is responsible in repairing faulty meters. This number is available on the letter informing you of the change, and also on your Australian Power & Gas electricity account, as ‘Faults and Emergencies’.
Billing
- How will my account change?
- Will I still be billed quarterly for electricity and bi-monthly for gas?
- I’m moving out of my existing property and want to know if I have to pay for another Smart meter at my new place.
- Will the cost of my electricity be higher as a result of installing the Smart meter?
- Is it true that from next year, as the new Smart Meters come into effect, customers will pay more to distributors and that the charges will increase again the following year?
- I read an article in the paper advising that Australian Energy Regulator documents show large differences between the charges levied by various energy distributors and that in 2011, some customers will pay $130 for the service, while others will pay $92. Is this true? Is it also true that in some cases the distributors have asked for bigger price increases than what was approved?
- Is it true that customers will commence paying for the costs of the Smart Meters before they get the meter installed at their property, well in advance of any real benefits being delivered?
- Am I eligible for a discount off the full cost of the Smart meter installation?
- What is a time of use tariff?
- Will a time of use tariff change the retail prices and charges I’m currently paying?
- When will I start being charged on the time of use tariff?
- Will I be notified that my tariff is changing? When will this happen?
- If my peak tariff increases, how do I reduce my electricity costs?
- How can the Smart meter help me reduce the cost of my electricity consumption?
- How are the costs of the Smart meter being recovered? Who is paying for the Smart meters?
Billing
- How will my account change?
- Will I still be billed quarterly for electricity?
- I’m moving out of my existing property and want to know if I have to pay for another Smart meter at my new place.
- Will the cost of my electricity be higher as a result of installing the smart meter?
- Is it true that from 2010, as the new smart Meters come into effect, customers will pay more to distributors and that the charges will increase again the following year?
- I read an article in the paper advising that Australian Energy Regulator documents show large differences between the charges levied by various energy distributors and that in 2011, some customers will pay $130 for the service, while others will pay $92. Is this true? Is it also true that in some cases the distributors have asked for bigger price increases than what was approved?
- Is it true that customers will commence paying for the costs of the smart meters before they get the meter installed at their property, well in advance of any real benefits being delivered?
- Am I eligible for a discount off the full cost of the smart meter installation?
- What is a time of use tariff?
- Will a time of use tariff change the retail prices and charges I’m currently paying?
- When will I start being charged on the time of use tariff?
- Will I be notified that my tariff is changing? When will this happen?
- If my peak tariff increases, how do I reduce my electricity costs?
- How can the smart meter help me reduce the cost of my electricity consumption?
- How are the costs of the smart meter being recovered? Who is paying for the smart meters?
Your account will look the same, however, your Australian Power & Gas account will no longer show one read for your consumption if you were previously on a peak tariff only as the smart meter will allow for ‘peak’ and ‘off-peak’ meter readings to be displayed on your Australian Power & Gas electricity account. We’re looking closely at how our customers can benefit from a smart Meter. We believe the level of customer benefit will largely depend on the ability of customers to shift energy usage into non peak pricing periods. We’re also seeking clarification from electricity distribution businesses on how they will charge for the use of their poles and wires moving forward and what impact this may have on future electricity prices. Australian Power & Gas will provide you with more information over the coming months about how this roll out will impact you and more importantly, how to manage your electricity costs so they don’t rise as a result of this Government initiative.
You will continue to be billed quarterly for electricity. We’ll let you know if the option to change this comes up in the future. You will continue to be billed bi-monthly for gas as your gas meter will not change.
You won’t be liable for any additional meter charges when you move into your new property. Your local distributor at your new place will charge you the relevant network fees (reflected in your supply charge) applicable to the area you’re moving to recover the costs of your smart meter. This is no different to the existing set up with your existing meter.
Smart meters will measure usage in half hour periods during the day, and there will be different rates for the electricity you use in peak times and the electricity you use in off peak times. We will send you your new rates after your new meter is installed and configured by the distributor (anytime from now to 2013), as they may be different to the rates you’re currently charged with your existing meter. Although network costs and usage rates have increased, you can benefit from having a smart meter installed by moving your usage to off peak times which can reduce the cost of your electricity consumption over time.
Yes we think this is correct. Electricity network charges generally increase each year to cover the costs of maintaining and repairing the meters and poles and wires. Meters are replaced at the end of their useful life as part of the standard meter replacement program, which is approximately between 20-40 years. However, due to the mandated roll out of the Victoria Government Smart Meter program, there will be a steeper increase in cost compared to other years to cover the roll out of the new meters from now to 2013.
These figures are draft figures quoted by the Australian Energy Regulator and are yet to be finalised. Different distributors are entitled to submit different figures to the Australian Energy Regulator based on the cost of installing Smart Meters in their respective areas, in the same way that each distributor has different costs associated to the maintenance and repair of electricity poles and wires and gas pipes which carry electricity and gas to your home.
Yes this is correct. All customers will pay for the installation of a smart meter regardless of whether they had a smart meter installed by 1 January 2010. The Australian Energy Regulator has decided to allow network companies to charge for these costs from 1 January 2010.
No. The Government regulator (Australian Energy Regulator – AER) has determined the cost which is fixed for each of the 5 electricity distributors.
The time of use tariff is a price structure that varies based on the time of day or week and measures your electricity usage on a half hour basis, opposed to your current arrangement {for customers not already on time of use} which measures electricity usage on a quarterly basis. Smart meters enable the application of time of use tariffs. Time of use charges are higher in peak periods and lower in off peak periods, so you can benefit by moving your usage to off peak times.
The time of use tariff is a change in the way retailers calculate your account {for customers not already on time of use}. It will allow customers to shift usage to take advantage of cheaper off peak rates. If you’re currently not on a time of use tariff, your current ‘Anytime’ tariff will be replaced with a peak and off peak tariff structure. You will be charged a higher rate for a peak period and a lower rate for an off peak period compared to your current ‘Anytime’ tariff. If you’re currently on a time of use tariff, you will continue to receive peak and off peak tariffs on your account. The time of use tariffs are dependent on the Australian Energy Regulator’s (AER) determination of smart meter costs.
Your local distributor determines the timetable for this. You will start being charged from April 2010 at the earliest.
Yes you will receive notification that your tariff is changing from us. This will occur before you receive your first electricity account after the tariff change.
We’re looking closely at how our customers can benefit from a smart meter. We believe the level of customer benefit will largely depend on the ability of customers to shift energy usage into non peak pricing periods. We’re also seeking clarification from electricity distribution businesses on how they will charge for the use of their poles and wires moving forward and what impact this may have on future electricity prices. Australian Power & Gas will provide you with more information over the coming months about how this roll out will impact you and more importantly, how to manage your electricity costs so they don’t rise as a result of this Government initiative.
You can do this by deferring or bringing forward the usage times for various appliances such as air conditioning/heating, dishwashers, washing machines and pool pumps to off peak times which are usually between 11pm and 7am on weekdays and anytime on weekends. For example, if you vacuum or do the washing on the weekend rather than during the week. This will minimise your peak usage and lower your overall electricity consumption.
In the same way you pay for the use of your current electricity meter and electricity infrastructure (electricity poles and wires), the costs of the smart meters will be recovered through your electricity account from 1 January 2010 to 2013. They have been added to the supply charge component of your Australian Power & Gas electricity account. The costs associated with your smart meter are between 16c and 22c per day for 2010, depending on your local distributor. The rates will be reviewed annually in January each year. All customers in Victoria will be charged a smart meter fee regardless of when the smart meter gets installed (between 1 January 2010 and 2013).
Smart meter information
- Where can I find the screen display? What will it show me?
- Will the information I see on the screen be in real time?
- Will the meter detect outages?
- Do I own the Smart meter?
Smart meter information
- Where can I find the screen display? What will it show me?
- Current energy consumption (last half hour)
- Total energy consumption since last meter read
The screen display will be visible on your smart meter and will advise you of your:
- Will the information I see on the screen be in real time?
- Will the meter detect outages?
- Do I own the smart meter?
Yes, the information displayed will be in real time.
The smart meter will automatically detect and inform distributors of outages.
In the same way you pay for the use of your current electricity meter and electricity infrastructure (the poles and wires), the cost of the new smart meter will be added to the supply charge component of your Australian Power & Gas electricity account. The distribution companies own the meters.
Other questions
- I’m in the process of transferring between retailers. How will this change impact me?
- I heard about the Smart meters being installed in Victoria. Are customers in NSW/QLD impacted?
- What are the differences between electricity distributors and electricity retailers?
- Where can I obtain further information about this program?
Other questions
- I’m in the process of transferring between retailers. How will this change impact me?
- I heard about the smart meters being installed in Victoria. Are customers in NSW/QLD impacted?
- What are the differences between electricity distributors and electricity retailers?
- Where can I obtain further information about this program?
The installation of the smart meter will have no impact on the timeframes of the transfer process. However, we recommend you tell the incoming retailer that you have a smart meter as they can advise you about what tariffs you’ll be on once the transfer is complete.
The roll out is initially Victorian based but may move to a national roll out in the future.
Distributors own and manage the poles and wires that deliver electricity to your home. There are five electricity distributors licensed in Victoria to deliver electricity to consumers through their networks. Each is responsible for a geographic region. Electricity retailers buy the electricity from generators and sell it to you. Retailers have plans and services to meet your needs. Retailers bill you and generally manage your relationship with the rest of the electricity industry on your behalf.
We have set up a special webpage at www.australianpowerandgas.com.au/smartmeters to keep you informed of latest changes. Alternatively, if you have any questions, you can call us back on 133 298 Monday to Friday between 8am and 7pm, and from 9am to 4pm on Saturdays. If it’s easier for you, please send us an email at enquiries@australianpowerandgas.com.au.
Your local distributor should also be able to assist you. Their number is also located in the top right hand corner of your electricity account.
If you would like further information on the Victoria Government’s energy policy or Smart Meter program, please visit the Department of Primary Industries (DPI) website at www.dpi.vic.gov.su/energy or contact the DPI on 136 186. These details are provided in your meter roll out letter.
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