Smart meter installation timeframes

Find out more about New Connections and meter exchange timeframes. Whether you’re a property owner, renter, builder, or electrician, we can help.

Timeframes and responsibility

Understand who is responsible for your meter and how long a new connection and meter exchange takes.

ACT, NSW, QLD, SA

What you need to know

Across ACT, NSW, QLD and SA, your energy retailer is responsible for your electricity meter. The timeframes are set by industry rules, unless we’ve agreed on something different with you.

New connection

A new connection is for a property that needs electricity connected for the first time. This if for a property that has never had services. It needs a new meter installation or connection to the network for the first time. We’ll arrange to install your meter either:

on a date that we agree on – just give us a call on 1300 137 932 so we can chat through this with you, or
within 11 working days from the date we’re informed that the connection service is complete

Change or relocation

Your meter might need to be changed or relocated. This could be for something like a pool installation or a solar PV system. We call this an ‘addition’ or ‘alteration’. Meter additions or alterations take 20 working days from the site being ready, but Origin will aim to complete it within 15 working days.

Complex change or relocation

Your meter or network connection might need to be changed or relocated. This could involve more complex work but it’s also called an ‘addition or alteration’. We’ll need to work with your local network distributor to coordinate the works and we’ll arrange to install your meter either:

by a date that we agree on with you and your distributor, or
within 20 working days after we’ve received the completed application from you

Meter faults

For most faults the meter will be replaced within 15 business days of the fault being reported. In some cases, if the issue is part of a larger meter fault, repairs or replacement could take up to 70 business days.

Timeframes won’t apply if:

you haven’t provided the correct paperwork for the meter to be installed, or the paperwork is incomplete

the meter provider can’t safely access your site or meter box, or they can’t enter the property

the site isn’t ready, and the work needed isn’t complete

you’ve entered into an aggregated agreement with us that says the timeframes don’t apply

Some meter boards are shared, like in apartment buildings. Switching off the power to install your meter could affect other people’s electricity supply. Installation and timing will depend on scheduling with the distributor and metering providers. This will be done within the timeframes set by industry rules.

Timeframes will begin when the above has been fixed and you’ve let us know.

VI

What you need to know

In Victoria, your local network distributor is responsible for your meter. The time it takes to install a meter depends on which distributor you have.

New connection

A new connection is for a property that needs electricity connected for the first time. This if for a property that has never had services. It needs a new meter installation or connection to the network for the first time. We’ll arrange to install your meter either:

on a date that we agree on – just give us a call on 1300 137 932 so we can chat through this with you, or
within 11 working days from the date we’re informed that the connection service is complete

Change or relocation

Your meter might need to be changed or relocated. This could be for something like a pool installation or a solar PV system. We call this an ‘addition’ or ‘alteration’. Meter additions or alterations take 20 working days from the site being ready.

Complex change or relocation

Your meter or network connection might need to be changed or relocated. This could involve more complex work but it’s also called an ‘addition or alteration’. We’ll need to work with your local network distributor to coordinate the works and we’ll arrange to install your meter either:

by a date that we agree on with you and your distributor, or
within 20 working days after we’ve received the completed application from you

Timeframes won’t apply if:

you haven’t provided the correct paperwork for the meter to be installed, or the paperwork is incomplete

the meter provider can’t safely access your site or meter box, or they can’t enter the property

the site isn’t ready, and the work needed isn’t complete

you’ve entered into an aggregated agreement with us that says the timeframes don’t apply

Some meter boards are shared, like in apartment buildings. Switching off the power to install your meter could affect other people’s electricity supply. Installation and timing will depend on scheduling with the distributor and metering providers. This will be done within the timeframes set by industry rules.

Timeframes will begin when the above has been fixed and you’ve let us know.

Learn more about the smart meter rollout

Smart meters are an important tool that support energy and cost efficiency. The majority of VIC homes and businesses already have smart meters and by 2030, smart meters will be rolled out across NSW, QLD, SA and ACT. Find out more by visiting our Smart meter rollout page.