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Smart meter rollout

In December 2025, changes were introduced governing the rollout of smart meters in New South Wales, Queensland, ACT, and South Australia. These changes aim to ensure smart meters are installed for all customers. ENGIE is required to progressively replace all basic meters with smart meters, with full deployment targeted by 2030.

 

Types of defects you may see in your letter:

Electrical Defects - issues with wiring, earthing, or cabling that make installation unsafe.
Examples: exposed wires, burnt panels, incorrect neutral wiring.

Structural Defects - problems with the meter box or its location.
Examples: damaged housing, loose mounting, water leaks near the board.

Safety Defects - when it's unsafe or impossible for technicians to access or work on the meter.
Examples: friable asbestos, a damaged meter box, unsafe wiring, or inoperable fuses.

Compliance Defects - missing labels or safety tags required by regulation.
Examples: missing main switch label or service fuse marking.

 

If there is friable asbestos present, you should first contact a licensed asbestos removalist

For all other issues, the customer should first contact a licensed electrician. In some States, such as NSW, a Level 2 electrician is required for complex issues such as those related to electricity meters and the electricity network.

Frequently asked questions

What should I do if there is an issue that stops a smart meter being installed?

While at your property, the Intellihub technician may come across an issue that prevents the smart meter installation from proceeding. If this occurs, the Intellihub technician will provide you information about a ‘defect’ at the site. You will also receive a letter from ENGIE that describes the defect.

The letter you receive from ENGIE will include one of the following descriptions of the relevant defect:

  • Friable asbestos is present and must be removed
  • The meter box is damaged or not weatherproof
  • The metering installation has either no customer service fuse, or the customer service fuse cannot be safely operated
  • An isolation device (non-service fuse) is present but cannot be operated
  • Suspected exposed terminals or parts behind panel making opening of panel unsafe
  • The existing metering installation cannot accommodate all metering equipment and must be upgraded
  • The current location of the meter panel is non-compliant and must be relocated
  • Meter panel is non-compliant and must be upgraded
  • Damaged or deteriorated wiring, includes presence of Vulcanised Indian Rubber (VIR) cables
  • Non-compliant wiring identified including earthing system issues that must be repaired

 

The letter you receive from ENGIE will also identify whether the defect could present a significant safety hazard and steps you should take until the defect is fixed by an appropriate licensed tradesperson.

I have received an electricity meter defect notice. What do I need to do?

If you own the property: You have two options:

  1. To rectify the defect identified so a smart meter can be installed (this is the preferable option). Once this has been done, please call us to confirm the defect has been fixed. We'll then arrange for an Intellihub technician to come back to the property and complete the meter installation.
  2. To not rectify the defect identified. If you choose this option, a new smart meter cannot be installed at the property. Without a new smart meter, you will miss out on the benefits it provides. 

If you rent or do not own the property: Please ensure you pass the letter you received from ENGIE to your landlord or the owner of the property as a priority. If they choose not to fix the defect, you may need to explore your options to dispute this through the relevant tenancy authority in your state.

It is important that any work to fix a defect is undertaken by an appropriate licensed tradesperson. This will ensure the works are carried out safely and comply with Australian standards. If you are unsure of the type of tradesperson you should contact to fix the defect:

  • If the description in your letter is that ‘friable asbestos is present and must be removed’, you should first contact a licensed asbestos removalist.
  • For all other defects, you should first contact a licensed electrician. In some States, such as New South Wales, a Level 2 electrician may be required for complex issues such as those related to electricity meters.

Need help? 

  • Message us easily through the “Help” menu in the ENGIE app or email: [email protected] 
  • Chat online or call ENGIE on weekdays (Mon–Fri, 8am–6pm, AEDT).
  • You can also check our Learn about smart meter page.