Smart meters: resolving implementation issues

The AEMC has said that it is working with regulators, ombudsmen and industry participants to resolve implementation issues related to smart meters as quickly as possible.

Over the last two years energy businesses have been getting ready for the AEMC’s new competition in metering rules which started on 1 December 2017.  More than 500,000 smart meters have now been installed across the national electricity market.

With the rapid pace and large uptake of smart meters under the new rules, there have been customer complaints in some regions about delays in installing meters. There are also instances where the customer service from retailers and metering businesses has been poor, with several complaints regarding metering businesses not turning up at the agreed time to install meters. Some electricians and builders have also found it difficult to deal with retailers as retailers bed down new processes.

Customers in South Australia have been most affected by the changes, as they have been quickest off the mark to request smart meters. In South Australia 10% of households have already received smart meters under the new rules.

In South Australia a series of implementation workshops have already been held since the start of the year. Last month, the AEMC, Australian Energy Regulator (AER), Australian Energy Market Operator (AEMO) and Essential Services Commission of South Australia (ESCOSA) held a joint roundtable in Adelaide to develop and implement solutions to metering issues being experienced by South Australian customers. This workshop was also attended by officials from the Commonwealth and South Australian Governments as well as representatives from major energy retailers, SA Power Networks and the National Electrical and Communications Association. Another workshop convened by Master Electricians with retailers, Master Builders SA, was held today and the market bodies are supporting implementing businesses through this period.

The AEMC is also working on a rule change proposal from the Federal Energy Minister Josh Frydenberg that would require retailers to provide customers with new electricity meters within a defined time frame. The AEMC initiated this rule change and published a consultation paper in May 2018 for stakeholder consultation. A draft determination is due in September 2018.

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