Retailers' meter installation practices in NSW

In progress
Start Date
May 2018
End Date
Nov 2018

As part of our annual review of the performance and competitiveness of the retail electricity and gas markets in NSW, we have been asked to review NSW electricity retailers’ metering practices, and report on whether retailers are delivering acceptable levels of customer service and communication. 


As of 1 December 2017, retailers are responsible for most metering services, including upgrading, installing and replacing meters.  Previously this was the responsibility of the distribution networks.

However, as a result of customer complaints about delays in meter installations and poor customer communication and service, the Minister has asked IPART to undertake a review of retailers’ metering services.


We will request data from retailers about:

  • the process for upgrading, installing and replacing meters
  • the length of time taken to respond to customer requests and complete installations under different circumstances, and
  • reasons for any delays, measures being put in place to reduce delays,  and any barriers to overcoming these delays.

We will also seek feedback from customers about their experiences. 


We must report to the Minister for Energy and Utilities by 30 November 2018, alongside our review of the performance and competition of retail electricity and gas markets.

What Next

We are interested in customers’ feedback on their recent experiences with digital meter installation, upgrade or repair.  In particular, we are interested in:

  • the time it has taken for customers to receive their new meter,
  • how many times providers have had to visit a property to complete an installation, and the reasons for multiple visits where they have occurred,
  • any costs incurred by customers,
  • the communication and service provided, and
  • whether any unexpected issues arose.

We are also interested in hearing from retailers on issues that are causing delays, and how these might be overcome.

We are seeking submissions from interested parties by Friday 3 August.  Electricity customers who have recently applied to have a meter installed or upgraded are invited to share their experiences through our customer survey.

Key Contact
Jessica Robinson
9290 8405
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