Smart meter installation

Questions and Answers


When will all Victorians get new smart meters?
Does everyone get a smart meter?
Can I volunteer to get my smart meter installed now?
Is there something wrong with my existing meter?
Do I own the smart meter?
Who is going to install the smart meters?
Will I have to pay the installer for the smart meter to be installed?
What is the process when a new smart meter is installed?
How will I know if my meter has been replaced with a new smart meter?
Will they knock on my door before they start the work?
Will my electricity be interrupted during the smart meter installation, and if so, for how long?
Do I need to be home for the smart meter installation?
I am at work all day. How will you get access to my meter?
Can I book an appointment for installation?
Is it possible to have an installation after hours or on weekends?
What do I do if there is a problem with either the smart meter or my electricity supply after the smart meter is installed?
What happens if my property is damaged in any way when the meter is being installed?
What happens if someone on my property is on life support?
Will there be any other visits after the initial installation?
Can I get the new smart meter put in a different location to the current meter?
Will I receive a smart meter if I have a three phase meter?
Will I receive a smart meter if I live in an apartment?
Will I receive a smart meter if I am currently transferring to a new electricity retailer?
My neighbour/friend has not received notification of the smart meter exchange, why did I get one?
What do I do if I cannot resolve a complaint with the electricity retailer or electricity distributor?


When will all Victorians get new smart meters?
The smart meter rollout program will progressively run from late 2009 to the end of 2013. You will be advised directly by your electricity distribution business when the new smart meters are to be installed in your area.

Does everyone get a smart meter?
Yes. In order to improve the State’s electricity delivery and management the Victorian Government has mandated that all residential and small business electricity customers have a smart meter installed by the end of 2013.

Can I volunteer to get my smart meter installed now?
In order to maximize the efficiency of the smart meter rollout across the state, customers will not be able to request the earlier installation of a smart meter than others in your location.

Is there something wrong with my existing meter?
No. Our existing meters use old technology and the Victorian Government has decided its time to upgrade. A smart meter is an advanced tool for measuring your electricity usage, and has many capabilities that the old type electricity meters do not have. For more information read Why are smart meters being installed?

Do I own the smart meter?
No, the smart meter, like your existing electricity meter, is owned by your electricity distribution business.

Who is going to install the smart meters?
Your local electricity distribution business, or a suitably qualified meter installer appointed by them, will be installing your smart meter. Meter installers will have photo ID stating that the person is a contractor representing your electricity distribution business. You can contact your electricity distribution businesses on the number provided in their letter to check that the installer is an authorised representative.

Will I have to pay the installer for the smart meter to be installed?
No. The customer does not pay the smart meter installer for the smart meter installation.

What is the process when a new smart meter is installed?
Once your area is selected for the smart meter installation, you will receive introductory letters from the Victorian Government and your electricity distribution business about the smart meter replacement program. Your electricity distribution business will then advise you when the installation will take place – providing a 10 day period within which it will occur.

During the installation a qualified meter installer will remove your old meter and replace it with a new smart meter. The installation of your smart meter will require a short power interruption of approximately 30 to 60 minutes. Once installed, you will receive instructions on how to read your new smart meter.

How will I know if my meter's been replaced with a new smart meter?[
Before the smart meter installation occurs, the qualified meter installer appointed by your electricity distribution business, will knock on your door to inform you that the installation is about to occur. In normal circumstances however, there is no need for you to be present.

Once the meter installation is complete, the meter installer will leave information at your premises to advise you that the meter installation is complete and provide details on how to read your new smart meter.

Will they knock on my door before they start the work?
Yes. Prior to beginning the meter installation, the meter installer will advise that the works are about to begin. You will also be advised when the meter installation is complete.

Will my electricity be interrupted during the smart meter installation, and if so, for how long?
Yes. As with any meter replacement, the installation of your smart meter will require a short power interruption of approximately 30 to 60 minutes. If there are any unusual circumstances and the interruption takes longer, you will be advised. We apologize for any inconvenience this may cause you.

After the power interruption you will need to reset your digital clocks and other electronic devices.

Do I need to be home for the smart meter installation?
You do not have to be home when the smart meter is installed at your property. Your electricity distribution business will require clear and safe access to your meter box to complete the smart meter installation.

If your meter is not freely accessible please contact your electricity distribution business.

I am at work all day. How will you get access to my meter?
You do not have to be home when the smart meter is installed at your property. Your electricity distribution business will require clear and safe access to your meter box to complete the smart meter installation.

If your meter is not freely accessible please contact your electricity distribution business.

Can I book an appointment for installation?
No, however if the scheduled installation 10 day period is not convenient, please contact your electricity distribution business.

Is it possible to have an installation after hours or on weekends?
No, however the installation will be done with little inconvenience to you.

What do I do if there is a problem with either the smart meter or my electricity supply after the smart meter is installed?
After the smart meter has been installed, your local electricity distribution business will leave information about how to read the smart meter and provide details regarding who to contact if you have any problems.

What happens if my property is damaged in any way when the meter is being installed?
If any damage occurs please contact your electricity distribution business to report it. It will be investigated and resolved as quickly as possible.

What happens if someone on my property relies on life support appliances?
If you have completed and lodged the necessary forms with your electricity retailer, they will have informed your electricity distribution business of your life support status. If you are unsure, please contact your electricity retailer as soon as possible.

Standard letters will be sent out to all customers several weeks prior to the rollout in their area. All customers will also be given a further notice period of at least four business days prior to the smart meter installation occurring – via the meter exchange notice letter. Meter installers will knock on your door and show identification before commencing the meter exchange to inform you that the meter exchange is about to occur.

Will there be any other visits after the initial installation?
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 occur often.

Can I get the new smart meter put in a different location to the current meter?
A qualified meter installer will install your smart meter in the same location as your previous meter. When your smart meter is first installed, the meter installer will not install it in a different location. If you would like to have your smart meter moved to another location following its installation, you need to contact a Registered Electrical Contractor who will advise you of the costs involved to relocate your meter.

Will I receive a smart meter if I have a three phase meter?
Yes, if you are a residential or small business customer.

Will I receive a smart meter if I live in an apartment?
Yes, if you purchase your electricity through a licensed electricity retailer.

Will I receive a smart meter if I am currently transferring to a new electricity retailer?
All Victorian residential and small business customers will get a smart meter regardless of whether you change your electricity retailer. It is unlikely that you will receive a smart meter at the same time you change retailer. It will depend on when smart meters are rolled out in your area.

My neighbour/friend has not received notification of the smart meter exchange, why did I get one?
Your neighbour/friend may not yet be scheduled to have a smart meter installed at their property. The smart meter rollout will progressively run from late 2009 to the end of 2013.

What do I do if I cannot resolve a complaint with the electricity retailer or electricity distribution business?
If the matter cannot be resolved with the electricity distribution business then you can contact the Energy and Water Ombudsmen (Victoria) (EWOV). Visit www.ewov.com.au or call 1800 500 509.