Got a question about your electricity meter?
You’re in the right place. Whether you’re looking for general information about smart meters or wondering what to do before or after an installation, our FAQs are here to help.
Frequently Asked Questions
Getting a Smart Meter
Your electricity retailer has asked PLUS ES to upgrade the meter at your property. The new smart meter helps provide more accurate bills, quicker access to your energy usage, and makes it easier to detect and fix faults in the network. It’s part of a broader move to modernise the electricity system and improve service for customers like you.
A smart meter is a newer type of electricity meter that automatically keeps track of how much power you’re using throughout the day. Instead of someone coming out to read your meter quarterly, smart meters are read remotely and information is sent to your electricity retailer. This means your bills are more accurate, and you can get better insights into your energy use.
Your electricity retailer has asked PLUS ES to install a smart meter at your property. This is part of a wider upgrade across the network. If you’re unsure, it’s best to check directly with your electricity retailer—they’ll be able to explain and answer any questions you might have.
If you have concerns about getting a smart meter, please contact your electricity retailer directly. PLUS ES carries out installations on behalf of retailers, so we recommend speaking with them first.
For questions about your electricity bill or tariff, it’s best to contact your electricity retailer directly.
No, you don’t need approval from your landlord or strata to have a smart meter installed. Electricity meters are managed by your electricity retailer and not the property owner. If you’re renting or living in a strata building, your retailer can still arrange the installation.
For any questions or concerns, please contact your electricity retailer directly—they’re best placed to help.
Your Appointment
PLUS ES sends SMS and email notifications to let you know when your electricity meter is scheduled to be replaced. Contact your electricity retailer if you’re unsure or want to verify the appointment.
If you’ve received a letter from your electricity retailer about your meter upgrade, and you have questions or you’re unsure what it means, the best thing to do is contact your retailer directly. They’ll be able to explain the details and help with anything you need.
You’ll be notified ahead of time when your meter is scheduled to be replaced. We’ll let you know the date either by phone call, SMS, email, or letter—depending on what contact details your electricity retailer has for you.
Our technician will visit your property sometime between 7:30am and 5:00pm on the scheduled day.
If you need to reschedule your meter installation, please contact your electricity retailer. They’ll let PLUS ES know and help arrange a new date that works for you.
During and after meter installation
A licensed technician will visit your home to safely replace your electricity meter. During the installation, your power will need to be turned off for about 30 minutes. The technician will remove the old meter, install the new smart meter, and test everything to make sure your electricity is back on and working properly before they leave.
Yes—your power will need to be switched off for about 30 minutes while the technician safely replaces your meter. They’ll make sure everything is working properly before turning your electricity back on.
If your meter and switchboard are outside and can be accessed safely, you don’t need to be home. The technician will leave a card to let you know whether the installation was completed or if there was a reason it couldn’t go ahead.
If your meter is inside or behind a locked area, you’ll need to be home to give access. In that case, please contact your electricity retailer to let them know.
If you or someone at your home uses medical equipment that needs electricity—like a ventilator or dialysis machine—it’s very important to let your electricity retailer know. They can make sure your property is registered correctly and take extra care when planning any work that might affect your power.
PLUS ES installs meters on behalf of your retailer, so please contact your electricity retailer directly to make sure your details are up to date.
PLUS ES works with a number of trusted field service providers, so the technician visiting your home might not always be wearing a PLUS ES uniform. However, every technician we send will carry an official PLUS ES ID card.
If you’re unsure, you can ask to see their ID before they begin any work. It’s perfectly okay to check—your safety and peace of mind are important.
If you’ve noticed a problem after your meter was replaced, please contact your electricity retailer first. They’ll look into the issue and, if needed, get in touch with PLUS ES to investigate further. Your retailer is your main point of contact for any questions or concerns.