Smart meter upgrade

We’re upgrading old mechanical electricity meters to new smart meters and replacing 3G modems on electronic meters across the Territory.

Smart meters

The new smart meters (electronic interval meters) will provide an accurate digital reading of customers’ electricity use, can be read remotely, and will reduce the need for workers to physically enter customers’ properties.

Smart meters are compatible with rooftop solar export, so customers will not need to purchase a new meter when solar panels are installed.

The upgrade process will require access to the meter and an interruption to power of approximately 30 minutes, while the old meter is disconnected and the new smart meter is installed.

Because the older meters may not have always provided an accurate read, you may notice a change in your recorded electricity use.

There may be delays in sending your usage data to your electricity retailer while the upgrades are taking place.

Contact

Customers should contact their electricity retailer for all billing questions.

If your mobile number or email address is linked to your electricity account we will send you an SMS or email to let you know when we expect to visit your address. We'll also give you contact details for our contractor if you need to arrange a more suitable time to visit.

The smart meters and modems will be owned and maintained by Power and Water at no cost to customers.

How to read the smart meters (electronic interval meters)

Replacing the meter

Why are you replacing the power meter?

The meters we’re replacing are almost at the end of their operational life expectancy.

The mechanical meters can slow as they age and the internal parts wear and may not record your usage accurately.

We try to replace them before they fail and while they are still accurate to ensure your electricity usage is measured accurately.

We replace meters in accordance with the National Electricity Rules (Northern Territory).

Why do you need to turn the power off?

Our workers need to interrupt your power supply for everyone's safety and to remove the installed meter completely before the new smart meter can be installed and connected.

Will I need to restrain my pets when your workers are at my property?

Please keep pets away from our workers to allow them to safely and quickly complete their work with as little interruption as possible. It will be appreciated if pets are kept in another section of the yard or restrained while our workers are there.

I work full time and for security don't leave my gates unlocked when there's no-one at home, what can I do?

If you have received notification of our contractors intended visit there will be a contact number and email address on your letter.

Please contact our contractor direct to arrange a suitable time for them to visit. Alternatively, you can email us at customerservice@powerwater.com.au or call us on 1800 245 092 and one of our contact centre staff will be able to assist you.

I’m a life support customer and the days suggested for the meter upgrade aren’t suitable for me, what can I do?

If you have received notification of our contractors intended visit there will be a contact number and email address on your letter.

Please contact our contractor direct to arrange a suitable time for them to visit. Alternatively, you can email us at customerservice@powerwater.com.au or call us on 1800 245 092 and one of our contact centre staff will be able to assist you.

Recorded electricity use

A new power meter has been installed, why has my recorded electricity use increased from what it was at the same time last year?

Your recorded use could be more than expected for a number of reasons. It may be that:

  • due to weather conditions some appliances are being used more than previous years
  • there may have been additional people staying with you
  • an appliance may be faulty
  • the old meter was not recording your electricity use accurately.
Who can answer my questions about recorded electricity use?

Please contact your electricity retailer for all your meter reading, recorded use and billing enquiries.

Safety

How will I know that the people in my yard are working for Power and Water?

Power and Water workers will be wearing their high-vis yellow and navy uniforms with the Power and Water logo on the shirt and trousers and they will carry a Power and Water ID card.

Our contractors will also wear appropriate high-vis clothing and carry a Power and Water contractor ID card. All of our workers will show you their ID cards before they enter your property.

If your workers find something wrong with the connected electrical wiring, will Power and Water upgrade that too?

No. Internal wiring is the responsibility of the home owner. If our workers detect a:

  • non-compliance issue on your side of the meter you will be advised to engage an NT licenced electrician to rectify the issue.
  • life threatening issue on your side of the meter the power will be disconnected and you will be advised to engage an NT licenced electrician to rectify the issue and provide Power and Water with a Certificate of Compliance before power will be restored.

In both of these instances it’s important we have your up to date contact information that will allow us to contact you as soon as we are aware of an issue. Email us at customerservice@powerwater.com.au or call 1800 245 092 and one of our contact centre staff will take your details.

If you find that the meter box backing board is asbestos what will your workers do?

If the backing board is found to be asbestos and non-friable (can’t be crushed by hand pressure) and work can be carried out safely we will replace the meter on the existing backing board.

If the backing board is found to be friable asbestos (can be crushed by hand pressure) or needs to be replaced for another reason we will arrange a second visit to your property for a qualified asbestos removalist to attend and safely replace it and the meter, at no cost to you.

I’m concerned about the electromagnetic properties/effects of smart meters, why should I have one?

Health authorities around the world, including the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) and the World Health Organisation, have examined the scientific evidence regarding possible health effects from smart meters.

Current research indicates that there are no established health effects from the low exposure to the radiofrequency (RF) electromagnetic energy (EME) from smart meters.

You can see more information at: ARPANSA – Smart Meters

New smart meters can be read remotely and will greatly reduce the need for workers to physically enter your property in the future.

Smart meters are also compatible with rooftop solar export – so no need for you to purchase a new meter if you intend to install solar panels.

Meter security

Can the smart meter be updated remotely with new tariffs and electricity charges?

Smart meters measure the amount of electricity used and are not used for electricity charges or tariffs (with the exception of prepayment meters where the tariff is programmed into the meter).

Could someone use the smart meter to access my WiFi and compromise my personal information?

No. The smart meters we use do not have WiFi connectivity.

They are read using their own modems on the Telstra and Optus networks and are not capable of connecting to private networks.

How do I know that Power and Water or the electricity retailer will not use the smart meter to turn my air conditioners off or control the temperature they are set at?

An air conditioner load control program is not available in the Northern Territory.

The only significant air conditioner load control program in Australia is Energex’s Peaksmart, in south east Queensland. It does not use smart meters for load control and cannot set the temperature of an air conditioner.

Meter testing

Why do you test power meters?

We test meters to ensure they continue to operate correctly and are measuring electricity use accurately.

The mechanical meters may slow as they age and as the internal parts wear may not record your usage accurately.

We test meters in accordance with the National Electricity Rules (Northern Territory).

If the meter has tested accurately would you replace it?

Not all meters tested will be replaced at that time. If found to be accurate generally they will remain in place. However, if the meter is nearing the end of its expected operational life we may take the opportunity to upgrade it now instead of waiting and having to return to the property and interrupt our customer’s power supply again.

Why do you need to turn the power off to test the meter?

Our workers need to interrupt your power supply for everyone's safety and to connect the meter to an alternative power source that has been set with a known consumption amount.

The meter reading will be compared with the known pre-set consumption amount to determine its accuracy.

What is the allowable variance in recording electricity usage?

Accuracy requirements vary depending on the meter type and energy flow through the meter.

Meters go from class +/- 0.5% for the largest installations to +/-2.0% for most residential customers with a mechanical meter.

Smart meters for residential customers have to be within +/-1.5%.

You can see more information in Chapter 7A Metering, of the National Electricity Rules - Northern Territory, available at https://energy-rules.aemc.gov.au/ntner/366.

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