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Learn about smart meters

Smart meters 

How do smart meters differ from a ‘regular’ or basic meter, and how do you know if you’ve got one already?  

We’ve compiled some FAQs to help you understand smart meters and outline the benefits of having one installed at your home, including costs (hint: there are none), installation timeframes and more. 

What is a smart meter?

A smart meter measures your electricity usage digitally every 30 minutes and sends that information directly to your energy retailer daily. As it's read digitally, the likelihood of an estimated read is reduced, with an estimation only required if there is a communication error with the meter.      

Smart meters also measure the power quality of your electricity and notify your distributor if your power goes out. 

Who installs my smart meter? 

The company managing the installation is Intellihub. Intellihub have installed more than 40,000 smart meters for ENGIE over the past 5½ years.

Do I need to have a smart meter?

No, however choosing not to have a smart meter will mean you won’t benefit from the many advantages a smart meter has over your existing meter, such as access to new, innovative plans that can save you money, and monthly billing.   

What are the benefits a smart meter?

  1. Accurate Billing: Smart meters provide real-time data on your energy usage, reducing the likelihood of receiving estimated bills. 

  1. Remote Reading: Utility companies can read smart meters remotely, reducing the need for manual meter readings and improving efficiency. 

  1. Access to ENGIE Tracker: Customers with a smart meter are eligible for ENGIE Tracker. Tracker works with a smart meter to monitor how much electricity a household uses daily. It then sends customers a weekly usage update, and a forecast of their next bill, straight to their inbox. It’s free but an email address will be required.

Are smart meters safe?

Yes. All smart and digital meters are manufactured and installed according to Australian standards and regulated by the Australian Communications and Media Authority.

For more information on smart meter safety, visit the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) website.

Do I have to go onto monthly billing?

Yes, your billing cycle will become monthly after the meter change is complete.  Monthly billing has many advantages, such as more regular and predictable bills which may assist you in managing your energy costs.  

Do I have to change my plan when I get a smart meter?

No.

What do I do if I don’t want a smart meter?

While you cannot opt out during this call, you can opt out later by:

  • going to engie.com.au/smart-meter-opt
  • calling Intellihub on 1800 531 772, or  
  • writing to us at GPO Box 4408 Melbourne VIC

What is the process to install a smart meter?

We will contact you close to the installation date by phone and:

  • arrange for the installation time,  
  • confirm the address,  
  • confirm access etc.  
  • this phone call will be made over the next few weeks (8-29 days from sale date)

Installation confirmation letter send and other timings:

  • Letter will be sent 25-40 business days prior to the expected installation date and will contain the confirmed installation details.
  • The complete installation may be up to 90 days from today.
  • Any delays in transfer may add some time to these expected timeframes, however rest assured we will do our best to make sure your smart meter is installed promptly, and you can take advantage of the many benefits of this change.

Does the smart meter go in the same place as my old meter?

Yes. The smart meter will usually be installed where your existing meter is located but there may be circumstances when changes are required. This will be determined at the time of installation.   

How will I know they’re legitimate when they come to my house? 

Intellihub personnel will be clearly identifiable wearing Intellihub uniforms and identification. They will have an iPad with a record relating to the meter installation time. 

How much will it cost me to install the smart meter?

As an ENGIE customer, upgrading to a smart meter comes at no upfront cost to you. If there is asbestos or another issue on the meter board, the meter provider will issue a defect notice to the customer and explain to the customer the issue will need to be fixed before the meter can be installed. The customer will need to engage with an electrician to ensure the issue is fixed. This could incur a separate cost independent of the installation.  Direct additional fees from the meter provider will not apply.  

Do I have to be home when the smart meter is installed?

The good news is you don’t have to be home when your smart meter is being installed, but we will need you to ensure we have clear and safe access to your current meter so we can carry out the work.

The installation takes between 30 – 60 minutes. Your power will need to be off during this time.

If you have pets, please ensure they are under control for the required time. 

Will my power be turned off during installation and for how long?

Your electricity will be off for about one hour.   

What happens if my situation makes turning off the power an issue e.g. life support?

The standard processes for life support customers will apply, with Intellihub providing additional notice to the affected customer. The power is likely to be off for approximately one hour.   

Is the smart meter only for electricity or do I also get one for gas?

Just electricity.

I am a renter, does this apply to me?

Yes, this change is for all residents not only home owners.

Is smart meter data private?

Yes. Your usage, data and personal information are protected under the National Electricity Law, the Privacy Act 1988 and our Privacy Policy.

How do I know if I have a smart meter already?

Smart meters generally have a digital face with numbers or digits that represent your current read data and electricity consumption.  

Basic or analogue meters generally have a dial that spins around, recording your consumption in kWh.

You can also find out more about the different types of meters on our website: https://engie.com.au/help-centre/moving-connections-metering/how-to-read-your-meter#top 

Who are Intellihub?

Intellihub is our authorised smart meter installation partner. Intellihub, coordinates your meter installation, and they’ll provide SMS updates along the way. You can track the installation process through the Intellihub Tech Tacker service.

Watch the video, which explains the Intellihub Tech Tracker service. 

What contact can I expect from ENGIE and Intellihub for the new installation?

7 days before the exchange, the customer is sent a "Planned Interruption Notice" by email or mail, a reminder about the meter exchange.

1 day before the exchange, the customer is sent a reminder SMS.

On the day of the exchange, the customer is sent an SMS and can track the technician.

The day after the exchange, the customer is sent a customer service survey. 

Smart meters and solar panels.

If you’re considering installing a solar system, you’ll need a smart meter installed too. You won’t have to pay for a new meter as part of your solar installation.

What’s the connection between smart meters and electricity tariffs?

Your energy distributor will initially set your electricity tariff. A smart meter may enable you to access other tariffs that charge lower rates at particular times of day. You can read more on electricity tariffs here.

What is Tracker and how does it work with a smart meter?

Tracker works with your smart meter to help you monitor and manage your energy usage, track how much electricity your household uses daily and sends you weekly updates. Getting Tracker is easy. All you need is an ENGIE electricity account, smart meter and email address. Find out more here.

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