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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. These FAQs apply to customers in Queensland, New South Wales, and South Australia only.
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 on behalf of ENGIE is Intellihub. Intellihub have been our smart meter installation partner for more than five years and over this time they’ve installed more than 40,000 smart meters for ENGIE.
Do I need to have a smart meter?
Smart meters have many advantages, such as access to new and innovative energy plans that can save you money. They also enable the flexibility of changing to monthly billing, potentially giving you greater control over energy costs.
From December 2025, ENGIE will be required to progressively replace all basic meters with smart meters, with full deployment targeted by 2030.
What are the benefits a smart meter?
Smart meters have many benefits, including the following…
- Accurate Billing: Smart meters provide real-time data on your energy usage, reducing the likelihood of receiving estimated bills.
- Remote Meter Readings: Utility companies can read smart meters remotely, reducing the need for manual meter readings and improving efficiency.
- 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, click here or go to https://www.arpansa.gov.au/understanding-radiation/radiation-sources/more-radiation-sources/smart-meters for information from 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. You will remain on the same ENGIE Energy Plan once the smart meter is installed.
What do I do if I don’t want a smart meter?
From 1 June 2025, legislative changes will remove customers’ ability to opt-out of a smart meter installation in Queensland, New South Wales, and South Australia. ENGIE is required to progressively replace all basic meters with smart meters, with full deployment targeted by 2030.
What is the process to install a smart meter?
You will receive confirmation of the installation in writing, either an email or a letter depending on how you receive your ENGIE electricity bills. This communication will provide further details regarding the installation timings. Please check the answer to question 'What contact can I expect from ENGIE and Intellihub for the new installation?' blow, to read more about the communication and installation timeframes.
Please note: While the legislation states that installations will occur progressively from 1 December 2025 to 2030, ENGIE has already commenced a retailer-led rollout ahead of 1 December 2025 to proactively upgrade customers to smart meters in line with regulatory targets.
If you would like more information, go to the website of the Australian Energy Regulator (AER) – click here or go to www.aer.gov.au/documents/smart-meters-and-you.
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 some changes are required. This will be determined at the time of installation and you will be consulted by the technician doing the 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.
You’ll also receive an SMS message from Intellihub on the day of installation and from this SMS message you will be able to track the technician assigned to your meter installation through the Intellihub Tech Tacker service. Watch this video, which explains the Intellihub Tech Tracker service.
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. However, if there are any safety issues identified at the premises receiving the smart meter, such as asbestos or another issue on the meter board, the meter provider is required to issue you with a defect notice and explain that the issue will need to be fixed before the meter can be installed. As fixing the identified defect is your responsibility, this could incur a separate cost independent of the installation.
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. If you have pets, please ensure they are under control for the required time.
The installation takes between 30 – 60 minutes. Your power will need to be off during this time.
Will my power be turned off during installation and for how long?
Yes, your electricity will need to be turned off for the smart meter installation. In most cases the electricity interruption lasts up to one hour, providing no issues are encountered.
What happens if my situation makes turning off the power an issue (e.g. I am a life support customer)?
The standard processes for any customers that require a constant supply of electricity for medical reasons (such as life support) will apply and Intellihub will provide additional information to you. 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. If you’re a renter and have received a notification about a smart meter installation, you should provide it to your landlord in a timely manner.
Is smart meter data private?
Yes, smart meter data is private and can only be accessed by and shared between relevant entities, such as your electricity distributor (the company that owns and manages the electricity poles and wires in your area), any appointed meter data providers, and your electricity retailer. All of these entities are governed by data privacy laws.
You can find out more about how ENGIE manages privacy in our Privacy Policy on our website by clicking here or visiting https://engie.com.au/help-centre/policies-and-commitments/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 dials that spins around, recording your consumption in kWh.
You can also find out more about the different types of meters on our website by clicking here or visiting engie.com.au/help-centre/moving-connections-metering/how-to-read-your-meter.
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.
What contact can I expect from ENGIE and Intellihub for the new installation?
To ensure you are provided with the proper notifications and information about the meter installation, we will take the following steps as required by the legislation.
- 4-60 business days before the proposed meter installation – we will provide you notice in-writing (via email or letter, depending on how you receive your bills sent from us). The notice specifies the expected installation date, the planned time and duration of the electricity interruption to facilitate the meter installation, and information on how to contact us if you have any inquiries related to the installation. The notice may come from us (as your electricity retailer) or from Intellihub (as our meter installation partner). We will typically provide you this notice at least 15 business days prior to the expected installation date.
- 1 day before the exchange –you will receive a reminder SMS message from Intellihub.
- On the day of the exchange – you’ll receive another SMS message from Intellihub and from this SMS message you will be able to track the technician assigned to your meter installation through the Intellihub Tech Tacker service. Watch this video, which explains the Intellihub Tech Tracker service.
What if I need the installation to occur on a different day?
If you require the installation to occur on a different day, you can provide us with your explicit informed consent (EIC) for the meter installation to occur on a specific date. As the date approaches, we will contact you by phone and confirm details for the installation, including:
- arranging the installation time,
- confirming the address,
- confirming any details for clear and safe access to your current meter.
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 (the company that owns and manages the electricity poles and wires in your area) will initially set your electricity tariff. A smart meter may enable you to access new ENGIE Energy Plans that charge lower rates at particular times of day. You can read more about electricity tariffs on our website by clicking here or by visiting engie.com.au/help-centre/moving-connections-metering/electricity-tariffs-explained.
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, a smart meter, and an email address. Find out more by clicking here or by visiting engie.com.au/help-centre/tracker.
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