If a meter reading or the electricity usage on your bill does not look right, contact us. We can review the meter data and how your bill was calculated.
Electricity meter faults are uncommon. An unexpected bill is more often caused by changes in usage, an estimated reading, a longer billing period, a tariff change or a billing or data issue. However, meters can develop faults, so we will review your concern and arrange further investigation where appropriate.
Check your bill
Before contacting us, check:
the meter number shown on your bill;
the dates covered by the bill;
whether the reading is marked as actual or estimated;
the current and previous readings or usage shown;
whether the billing period is longer than usual;
whether a billing adjustment has been included; and
whether your electricity use or operating hours changed during the billing period.
Access to your meter
In many embedded networks, electricity meters are located together in a locked or restricted building area. You may not be able to access your individual meter directly.
Please do not enter a locked, restricted or unsafe area or ask another person to give you unauthorised access.
If a meter inspection, reading or test is required, Active Utilities or Savant Energy will coordinate the necessary access with the building manager, embedded network operator, metering provider or other responsible party.
If your bill was estimated
A bill may be estimated if reliable meter data was unavailable or the meter could not be accessed or read.
Contact us if you believe the estimate does not reasonably reflect your electricity use. Depending on your meter and supply arrangements, we may be able to:
review how the estimate was calculated;
obtain updated meter data;
arrange access for another reading; or
correct the bill when an actual reading becomes available.
A customer self-read may not be available where the meter is in a locked or restricted location.
Requesting a bill review
You can ask Active Utilities or Savant Energy to review your bill.
As part of the review, we may:
check the meter number and readings;
check whether actual or estimated data was used;
review the calculation, tariffs and billing period;
compare the reading with available historical usage;
check for data-transfer or billing errors; or
arrange a further meter reading where appropriate.
We will explain the outcome and correct your account if an error is identified.
Requesting a meter test
If the initial review does not identify an error and you still believe the meter is not recording accurately, you may ask us to arrange a meter test.
Before proceeding, we will tell you:
whether testing is appropriate and available;
who will perform the test;
whether access needs to be arranged;
any applicable fee;
whether payment is required in advance; and
what happens if the meter or metering data is found to be faulty or incorrect.
You may be required to pay the reasonable cost of testing if the meter and metering data are found to be accurate and compliant.
A fee will not be retained where the test identifies a fault or inaccuracy and the applicable requirements require the cost to be refunded or waived. We will not charge a meter-testing fee that is prohibited under the requirements applying to your account.
If the meter appears damaged or unsafe
If you become aware of a damaged or unsafe meter, do not touch it, remove seals or attempt repairs yourself.
Report issues such as:
a blank or faulty display;
visible damage to the meter or enclosure;
unusual sounds, heat, smoke, sparks or a burning smell;
exposed electrical equipment or wiring; or
a loss of supply that may be related to the meter.
Call: 1300 587 623, available 24 hours a day.
Keep clear of damaged electrical equipment. If there is an immediate risk to health or safety, call 000.
Contact us
To request a bill review, meter-reading check or meter test:
Call: 1300 587 623
Or contact us online: Submit an enquiry
Please provide your account number, service address and details of the bill or meter issue.
If you are dissatisfied with the outcome of our review, you may make a complaint. See our Complaints Policy for information about our complaints process and the applicable energy and water Ombudsman.