Meters and meter reading

The safety of our meter readers is important to us. Often the biggest barrier between the meter reader and your meters is dogs. This doesn't mean your dog is dangerous, simply that we can't take risks when it comes to the safety of our team members under any circumstances.

If our records indicate you have a dog on your property and our meter reader cannot see your dog has been restrained, they will not enter your property to read the meter if they feel their safety is compromised. If they can't read your meter, then your account will be estimated based on your account history.

To ensure your meter is read accurately, check your electricity bill to find out when our meter readers are coming and safely and visibly secure your dog. You will find your next approximate meter reading date on the bill you receive from your electricity retailer. While we aim to read your meter on the Approximate Next Reading Date displayed on your account, the actual reading may occur one business day either side of that. If your circumstances change and you no longer have a dog at your property, you'll need to let your electricity retailer know so we can update our records.

We do have options for customers who are experiencing access issues. Some customers may be eligible to sign up for our self-read program. For more information, please call us on 1300 137 008.

Advice for dog owners

Why do I have to tie my dog up and what does visibly restrained mean?

Your dog needs to be visibly restrained/fenced away from the meter box to ensure the safety of our meter readers. When a meter reader has to enter your property to read your meter and they cannot see that your dog is unable to access the area where the meter box is located, they may not enter the property if they feel their safety is compromised.

Can I introduce my dog to the meter reader so he knows the dog and isn't scared of it?

Unfortunately no, this approach won't work as you won't always have the same meter reader visiting your property.

Can the meter reader knock on the door when they are at the house so I can put the dog away?

If our records indicate that you have a dog and we can't see it's visibly restrained, our meter readers will knock on the door, provided they have safe access to the door.

How do I know when your meter readers are coming?

Our meter readers will read your meter either on Approximate Next Reading Date on the back of your bill or 1 business day on either side of that. If we fail to read your meter during this 3 business day window we will organise at your request a special reading date at no cost to you.

How do I know when the meters have been read?

Our meter readers can leave a card to notify that your meters have been read but you need to register for this service. You can do this by calling us on 1300 137 008.