Meter issues

Each of your meters will have a unique serial number to identify the meter. This is how your providers know which meter is yours.

 A water meter number is located on the front of the meter. You can also find it under the ‘account details’ section of your bill.

An electricity meter will have a unique serial number on the front of it. Every property that is directly connected to the electricity grid will have a National Metering Identifier (NMI). The NMI will be listed against the service address on your bill. The meter serial number will be listed against the usage information on your bill.

If you live in an embedded network you should still have a meter number but you will not have an NMI on your bill.

A gas meter number is referred to as a Meter Installation Registration Number (MIRN) and can be found on your bill. If you don’t have a MIRN on your bill this means your gas supply is through bottled LPG rather than being connected to the natural gas network.

You should quote your NMI, MIRN or water meter number when you contact your provider. This is especially helpful if you’re moving, transferring providers, or if your address is difficult to locate.

Your electricity or gas meter should be located at the front or back of your property. At some older properties, it could even be inside the house. Your water meter will usually be located on the nature strip outside your property. It may be set in the ground in a box.

If you live in an apartment, unit or townhouse complex, it’s likely that all of the meters are located in one central location. In some older complexes, there might only be one water meter for the property. In this case, the body corporate or landlord will determine how the usage is charged to residents.

Generally, basic electricity, gas and water meters will be read every three months by a meter reader. They give the information to your energy or water provider for billing.

Meter readers have the right to estimate your energy or water usage instead of taking an actual meter reading. However, they must read your meter at least once every 12 months provided there are no issues preventing access. 

If you have a smart meter for electricity it does not need to be manually read by a meter reader. This is because smart meters digitally measure your electricity usage in near real-time and sends this information to your electricity provider via telecommunications networks. If you’ve had the communications on your smart meter disabled, the meter will be need to be read every three months like a basic electricity meter.

All water meters have a combination of black and red numbers and/or dials.

• Record all the black numbers and only the first three red numbers or dials.
• Read numbers from left to right.
• Read dials in a clockwise direction.

• Stand directly in front of the meter so you can see the exact position of the pointer on each of the five dials.
• Record the numbers from each dial, from left to right.
• If a pointer is sitting between two numbers on a dial, record the lowest number.

• Record the numbers from left to right.
• Ignore the red numbers on gas meters.

• Press the 'display' button to display the reading options.
• Record the number displayed.

You can't read smart meters manually – your usage is sent to your electricity provider remotely. Some providers will have this data available through your online account or app within 24 to 48 hours of it being uploaded to the providers. If you have had the communications disabled on your smart meter, the meter reader will need to manually download the data from your meter. You will not be able to download this meter data. 

If a meter reader is unable to access your meter they will be unable to complete:

• maintenance
• meter readings
• connecting or disconnecting your supply.

If you haven’t provided safe or clear access to you meter your provider has the right to estimate your bill.

To avoid this, check the approximate date of your next meter read on your bill and make sure your meter is clear of obstructions and not behind a locked gate. If you live within a secure complex, your meter reader will have access arrangements with the complex manager.  

If you own a dog you need to be aware of specific considerations for meter readers.

To ensure safe entry, the meter reader must be able to see your dog and confirm it is secured in a separate area. If the meter reader cannot confirm this they will not enter your property and your provider has the right to estimate your bill.

If you own a dog, you can register to receive a SMS and/or email alerts 24 hours before your meter is due to be read. That way, you can ensure your dog is suitably restrained when the meter reader arrives.

Register for alerts in South East Queensland.

Register for alerts in Greater Queensland.

If you’ve received an estimated bill due to a meter access issue you may be able to provide a self-read to get the bill reissued. Ask your provider about their self-read process. Another option is to ask for a special meter reading however this may come at an additional cost. 

If you suspect a faulty meter talk to your energy or water provider, or a suitably qualified person, about the types of isolation tests you can perform.

Although it’s rare for meters to be faulty, you’re entitled to request a meter test via your energy or water provider. A meter test is at your cost unless the meter is found to be faulty, so this should be your last resort.

Under the Australian Energy Market Commission’s (AEMC) accelerated smart meter rollout, all electricity customers will have a smart meter installed by 2030.

Your provider must notify you of a smart meter installation and if they will be moving you to a different tariff structure due to the smart meter. For more information on smart meters, please visit What the smart meter rollout means for Queenslanders.