What to do if your electricity company doesn't read your meter

If you think your meter reading is incorrect and your bill is high, you can ask for a special meter read. Your retailer is allowed to charge a fee for this service.

Woman lifts the lid of an electricity meter.

Once the meter has been read, the retailer must show any adjustments on future bills.

There are rules around how you are refunded any amount that you have been overcharged, or how much you have to pay if you have been undercharged. For more information, see the energymadeeasy website.

Estimated bills

Electricity, gas and water metering companies will read your meter and send the information to your retailer.

In some instances, you may get a bill which says you have an ‘Estimated Reading’ or says ‘E’ next to the usage charge.  This happens when:

  • the meter reader found it difficult to access your meter — a gate was locked or there was a scary dog in the yard

  • customers provide their own meter reading

  • the meter reader does not send data to the retailer in time for the next billing cycle.

The estimated reading can be based on:

  • past usage

  • usage of a similar household in your area.

According to the National Energy Retail Rules (NERR), retailers are allowed to base energy bills on estimations as long as they do an actual read once a year.


Page last updated on 19 December 2018