If we are unable to access your electricity or gas meter, we may provide you with a bill which is based on your estimated energy consumption. Estimated bills are based on your previous consumption levels, also taking into account seasonality and general consumption trends in your area.
How to submit your own meter reading
If you receive an estimated bill, you may request your bill be adjusted by submitting a self reading. You can do this by:
Phone – Call our local Customer Solutions Team on 131 806
and they will guide you through the process of how to read
and submit your meter reading. This will only take a couple of minutes.
Email – Send us a photograph of your meter which shows the meter number and current reading to [email protected]
We will accept your self meter read where:
- The self read was submitted before the due date on your bill
- We have obtained an actual read of your meter in the past 12 months. If it’s been more than 12 months, please contact us to arrange an actual read.
- Based on the information provided, we believe your self meter read is likely to be correct
- If you have provided a photograph of your meter, that photograph is time stamped and shows the meter number along with the reading
How to read your electricity meter
If you have a digital meter, take record of the numbers on your meter from left to right, ignoring the final number. In the example below the reading is 2518.
If you have a dial meter, ignore the dials labelled 1/10 and 1/100, these are check dials.
Record the number for each dial from left to right. If a pointer falls anywhere between two numbers, always record the lower number.
In the example above the reading is 8028.
How to read your gas meter
If you have a metric meter, record the numbers on your meter from left to right. In the example below the reading is 2932
If you have a dial (imperial) meter, record the number for each dial, reading from left to right. If a pointer falls anywhere between two numbers, always record the lower number. In the example below the reading is 3032.
Your options if the self meter read is rejected
If you submit a self meter read which is not in line with our requirements we will notify you in writing, and provide specific reasons for our decision.
If you are not satisfied with these reasons or wish to dispute the decision you are welcome to lodge a complaint which will be dealt with in line with our Complaint Management and Dispute Resolution Policy.