Help for Australian residents

A smart meter is a digital device that automatically records energy consumption and generates data in near real-time, transmitting this data to your energy retailer daily via a secure two-way communication system. This removes the need for manual readings and supports accurate billing. Unlike older analogue meters, smart meters offer benefits including remote service capability, detailed usage information for better energy management, and support for new energy technologies. 

What you need to do: 

• You don’t need to do anything. 

• If you would like to see your energy usage in detail, check whether your retailer offers an app or online portal. 

• If you have questions about your bill or usage data, contact your electricity retailer.

From December 2025, 4.5 million existing electricity meters in New South Wales, Queensland, the Australian Capital Territory and South Australia will be replaced by new smart meters. Victoria and Tasmania are already well advanced or have completed the switch. Western Australia and the Northern Territory are not currently included. The rollout is scheduled for completion by 30 November 2030. 

Across Australia’s electricity system, older meters are being replaced with smart meters to support a more reliable, flexible grid. Smart meters reduce the need for manual readings, improve access to usage data, and support newer technologies such as rooftop solar, batteries, and electric vehicles. 

What you need to do: 

• Look out for communication from your electricity retailer about your installation timing. 

• Read any notice you receive so you know if there will be a planned outage. 

• If the date doesn’t suit you, contact your retailer as soon as possible. 

Smart meters record your electricity use throughout the day and send readings to your electricity company, removing the need for manual meter reads. Benefits of switching to a smart meter include: 

• Better visibility of your electricity usage through apps and online portals offered by many electricity companies, which can help identify ways to save on bills. 

• Choice in electricity plans, such as time-of-use plans, which can offer cheaper rates when using electricity at off-peak times. 

• A more efficient energy system with fewer costly new poles and wires, which can help bring down costs for all consumers over time. 

• Support for installing technology such as solar panels and batteries. 

• Identification and resolution of underlying service issues by a qualified technician.

What you need to do: 

• If you want to understand how a smart meter could affect your energy plan, contact your retailer. 

• After installation, review your usage information through your retailer if that service is available. 

• If you want to compare plan options, ask your energy retailer what’s available for smart-metered homes.

Yes. Smart meter technology is safe. The smart meters being installed as part of the national rollout use mobile phone networks to send meter readings. The Australian Communications and Media Authority (ACMA) requires that they meet strict health and safety standards, which are set by the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA).  

What you need to do: 

• If you want more technical health and safety information, including fact sheets about common communications technologies and radiofrequency radiation, visit the ARPANSA website here and the ACMA website here. 

• If you have concerns about the meter being installed at your property, raise them with your retailer before installation where possible. 

• If you need general reassurance about the installation process, refer to the information in your retailer’s installation notice. 

Your energy retailer is the company that sends your electricity bill. You can find their name and contact details on a recent bill. If you do not have a recent bill, your property manager, landlord or local electricity distributor may be able to help identify the retailer connected to your address. 

What you need to do: 

• Check a recent electricity bill first. 

• If you don’t have a bill, ask your property manager, landlord or building manager for the retailer’s details. 

• Once you know your retailer, contact them for questions about your meter, installation date, bill or electricity plan.

Intellihub specialises in supplying metering equipment to energy providers, focusing on technology and 
infrastructure solutions. As a metering coordinator, your electricity retailer may appoint Intellihub to install, maintain or replace your electricity meter on its behalf. If Intellihub is attending your property, it is because your retailer has arranged for this work to be carried out. 

What you need to do: 

• If Intellihub is coming to your property, you generally do not need to contact us unless you have been given specific instructions to do so. 

• For installation timing, billing, plan changes or account questions, contact your electricity retailer first. 

• If an installer attends and you are home, you can ask to see their photo ID.

A few different organisations may be involved. Your energy retailer is the company you buy electricity from and is usually your main point of contact. A metering coordinator, such as Intellihub, arranges the installation and ongoing meter services. Your local electricity distributor or network service provider is responsible for the poles, wires and local grid in your area. Together, these organisations coordinate the rollout and installation process.

Rental properties are also getting smart meters as part of the national rollout. If the electricity account is in your name, your electricity company will contact you to arrange the installation – not the homeowner.

In apartments and townhouses, all the meters are usually grouped together in one place such as a shared meter room or switchboard. If you share an electricity connection with your neighbours, smart meter exchanges for that property will be scheduled together, where possible, to minimise the outage times for all.

No. If you live in an embedded network (such as a caravan park or retirement village), replacement meters do not have to be smart meters. If you would like to upgrade to a smart meter, you can ask your electricity provider about your options, including whether any costs apply. 

What you need to do: 

• Contact your electricity retailer first if you are not sure who to speak to. 

• Check any outage notice for any details on local network or planned interruption. 

• If your building has shared access or a shared meter room, let your building or strata manager know an installation may be taking place.

As a metering coordinator, your electricity company/energy retailer may organise for  Intellihub to complete the installation of your new smart meter. We manage more than 3.4 million meters across Australia and New Zealand and are installing around 40,000 meters per month.   

What you need to do: 

• If Intellihub is coming to your property, you generally do not need to contact us unless you have been given specific instructions to do so. 

• For installation timing, billing, plan changes or account questions, contact your electricity retailer first. 

• If an installer attends and you are home, you can ask to see their photo ID. 

From December 2025, 4.5 million existing electricity meters in New South Wales, Queensland, the Australian Capital Territory, and South Australia will be replaced, while Victoria is already largely complete and Tasmania is well advanced. Western Australia and the Northern Territory are not part of this national rollout. 

What you need to do: 

• If you live in a state or territory covered by the rollout and still have an older meter, expect your retailer to contact you in future if they have not already done so. 

• If you are unsure whether your home is included, contact your retailer and ask whether your meter is due for replacement. 

• If you live in a shared property or managed building, you may also want to check with your building manager about access arrangements.

Installation timing depends on your location, your current meter type, and your electricity retailer’s rollout schedule. Your retailer will contact you when your meter is due to be replaced. If you would like an update sooner, the best next step is to contact your retailer directly. 

What you need to do: 

• Check any recent emails, letters or SMS messages from your retailer. 

• If you have not heard anything and want an update, contact your retailer directly. 

• If your access details have changed, make sure your retailer has your current contact information. 

In some cases, yes. If you would like a smart meter before your area is scheduled, contact your energy retailer to ask about an early upgrade. Depending on the reason for the request, an upfront fee may apply. This can also happen for some newly built properties that are being connected to electricity for the first time. 

What you need to do: 

• Contact your retailer and ask whether an early upgrade is available at your address. 

• Ask whether there are any upfront costs before you agree to proceed. 

• If you are moving into a newly built property, ask your retailer what metering steps are required before connection.

Customers cannot opt out of having a new meter under the rules for the national rollout. If you prefer, you can ask your electricity company to install a smart meter with its remote communications turned off.   

For more information about your consumer rights relating to the smart meter rollout, seek guidance from the Australian Energy Regulator or your state or territory energy ombudsman if needed. 

What you need to do: 

• If you receive a replacement notice, read it carefully and contact your retailer if anything is unclear. 

• If you want to understand your consumer rights, review official guidance from the AER or speak with your energy ombudsman. 

• If your concern is about remote communications rather than the installation itself, ask your retailer what options are available. 

If your meter is being replaced as part of the standard rollout, there is generally no upfront installation charge. If you request an early upgrade or if additional work is required at your property, your energy retailer can explain whether any extra charges may apply. 

What you need to do: 

• If you are unsure about cost, ask your retailer before the installation date. 

• If you are requesting an early upgrade, ask specifically whether any upfront fee applies. 

• Review your bill and plan information if you want to understand how metering charges are handled. 

If you do not want the remote communications function active, speak with your energy retailer about your available options. In some cases, you may be able to request that the communications function be disabled. Your retailer can explain what this means for meter reading, billing, available plans and any fees that may apply. 

What you need to do: 

• Contact your retailer and ask whether a non-communicating setup is available for your meter. 

• Before deciding, ask how this will affect billing accuracy, meter access, tariff options and any fees. 

• If you want this setting applied, raise it before installation where possible. 

If remote communications are switched off, your meter will usually need to be read in person. Thatis can mean manual meter reads, possible access issues, estimated bills when the meter cannot be read, and later bill adjustments once an actual read is completed. It may also affect the electricity plans available to you, and your retailer may charge a fee for manual reads or for sending a technician to change the meter settings. 

What you need to do: 

• If you are considering turning communications off, ask your retailer for the full impact before proceeding. 

• Make sure your meter can be safely accessed. 

• Check whether you will still be eligible for your current electricity plan. 

A qualified technician will remove your old meter and install the new smart meter. Before the work takes place, your energy retailer will let you know that the installation is planned. On the day, your power will usually need to be turned off for a short period while the meter is exchanged. Once the installation is complete, the new meter will be set up, and your retailer will continue to manage your account as usual. 

What you need to do: 

• Read your installation notice before the appointment date. 

• Plan for a short outage, especially if you work from home or rely on electrical appliances during the day. 

• If the appointment date or access arrangements are a problem, contact your retailer as soon as possible. 

Usually, very little is needed. Please make sure the area around your meter is clear, safe, and easy to access. If there are locked gates, fences, or other access restrictions, arrange a way for the technician to reach the meter safely. If you have pets, keep them secure during the visit. 

What you need to do: 

• Clear the area around the meter box before the appointment. 

• Unlock gates or arrange access if the meter cannot be reached from outside. 

• Keep pets secure while the technician is on site. 

In many Australian homes, the meter is in a meter box on an outside wall, often near the front or side of the property. In apartments and some townhouses, meters are often located together in a shared meter room, cupboard or switchboard area. 

What you need to do: 

• Check the outside walls of your home first, especially near the front or side of the property. 

• If you live in an apartment or townhouse, ask your building, strata or property manager where the shared meter area is located. 

• If you cannot find the meter, contact your retailer before the installation date so any access issues can be sorted out early. 

Not always. If the meter is easy and safe to access from outside the property, you usually do not need to be home. If the meter is inside the property, behind a locked gate, or otherwise difficult to access, you may need to be there to help the technician gain entry. If you are home, you can ask to see the installer’s photo ID. They will not ask you for payment or personal banking details. 

What you need to do: 

• Check whether your meter can be accessed without you being there. 

• If access is restricted, arrange to be home or organise access in advance. 

• If you are home, ask for photo ID and do not provide payment or banking details to the installer. 

In most cases, your electricity supply will be interrupted for around 30 minutes while the old meter is replaced. Actual outage times can vary depending on the site, so if you have received an outage notice, please refer to that notice for the most accurate information. 

What you need to do: 

• Plan for a short outage on the day of installation. 

• Save any work on computers or devices beforehand if you expect to be using them at that time. 

• If you have essential appliances or equipment that may be affected, contact your retailer if you need more information. 

Rental properties are also included in the smart meter rollout. If the energy account is in your name, your electricity retailer will usually contact you directly about the installation rather than the property owner.  It’s still worth letting your landlord or property manager know that the meter is being replaced. 

What you need to do: 

• If the electricity account is in your name, watch for communication from your retailer. 

• Let your landlord or property manager know an installation is scheduled, especially if access is needed. 

• If you are unsure whose name the electricity account is in, check your bill first. 

In apartments and townhouses, meters are often grouped together in a shared meter room or switchboard area. Where possible, installations in shared buildings may be coordinated together to reduce disruption and manage outages more efficiently. Your electricity retailer can let you know if any special access arrangements are needed for your building. 

What you need to do: 

• Let your building manager, strata manager, or property manager know if an installation notice has been issued. 

• Check whether the installer needs access to a shared meter room or secure area. 

• If your building has specific access rules, tell your retailer before the appointment date. 

Not necessarily. If you live in an embedded network, such as some retirement villages, caravan parks or multi-site developments, replacement meters do not always have to be smart meters. If you are interested in upgrading, contact your electricity provider or embedded network operator to discuss your options and any possible costs. 

What you need to do: 

• Check whether your property is part of an embedded network if you are unsure. 

• Contact your electricity provider or embedded network operator to ask what type of replacement meter applies to your site. 

• If you want a smart meter, ask what options are available and whether any fees apply. 

If someone in your home relies on life support equipment, make sure the property is registered as a life support site with your electricity retailer. This is very important. Your retailer must provide more specific information about the planned interruption and help coordinate a suitable appointment. In general, the supply should not be interrupted for this type of work unless you have agreed to the date and timing.
For a medical equipment checklist to help you plan for electricity supply interruptions, click here.   

What you need to do: 

• Contact your retailer immediately if the property is not already registered as a life support site. 

• Don’t wait until the installation date to raise this. Tell your retailer as soon as possible. 

• Once the installation is planned, confirm the agreed date, timing, and any steps you need to take before the short outage.