If you request that we install a new smart meter at your property, and we agree, there are some rules we must follow.
If you are not sure whether you are a small customer, you can contact Real Utilities either via phone (1300 16 68 68), or email.
Two types of meter exchange may occur: a ‘simple meter exchange’ and a ‘complex meter exchange’.
Simple Meter Exchange
A simple meter exchange is the most common type of meter replacement, and there is no need to make any other alterations to your electricity connection. In these cases, we will generally replace your meter within 15 business days and seek to agree with you on a timeline for the installation of the meter.
There are some circumstances where the 15 business day timeframe will not apply for a simple meter exchange, including:
- If you have not provided the information we need from you in order to install the meter;
- The site for installing your meter is not safe or accessible;
- The site is not yet ready for meter installation as all the work required to do so is not yet complete;
- Installing the meter will require us to interrupt the electricity supply of other customers;
- You've entered into an aggregated electricity consumption agreement with us that says the timeframes don't apply.
Complex Meter Exchange
In a complex meter exchange, we need to make changes to your connection, which also require the help of the company responsible for your local electricity lines (the ‘distributor’). These cases include an alteration to your connection as well as the replacement of a meter. This can happen, for example, where you have bought an appliance that needs three phase electricity supply, and your connection needs to be upgraded to allow for this. In these cases, we will generally replace your meter within 15 business days and seek to agree with you on a timeline for the installation of the meter.
There are some circumstances where the 15 business day timeframe will not apply for a complex meter exchange, including:
- If you have not provided the information we need from you in order to install the meter;
- The site for installing your meter is not safe or accessible;
- The site is not yet ready for meter installation as all the work required to do so is not yet complete;
- Installing the meter will require us to interrupt the electricity supply of other customers;
- You've entered into an aggregated electricity consumption agreement with us that says the timeframes don't apply.
The above timeframes do not apply when Real Utilities have initiated the deployment of new meters.