Metering installation timeframes

These metering installation timeframes are for residential and small business electricity customers in New South Wales, South Australia, the Australian Capital Territory and Queensland.

Getting your electricity connected or making changes to your electricity connection can be confusing. So we do our best to make the process simple.

Give us a call on 1300 350 941 to talk about your meter needs with one of our specialists.

Where we need to arrange for a third party to complete the metering or connection work, we’ll coordinate this directly with them.

If you need a new meter installed for a new property

Momentum Energy is no longer arranging new meter installations at new properties or where a new connection to the network is required. These are known as ‘new connections’. You will need to contact a different energy retailer to arrange for this.

Where a new meter installation for a new connection is required, your retailer of choice will arrange for your meter to be installed either:

• by the date agreed with you; or
• if you don't agree on a date, within 6 business days from the date they're informed that the connection service to the electricity grid is complete.

If you’re a large customer, you can also contact a meter service provider to arrange for this. Where you have engaged a meter provider at your own discretion please ensure you inform your retailer of this at the time you apply for your connection.

The timeframes above won’t apply where:

• you have not entered into an agreement with the retailer for the meter to be installed;
• the proposed site for the meter at your property is not accessible, safe or ready for the meter to be installed, or the connection service has not been completed;
• you have entered into an aggregated consumption agreement with the retailer which specifies that the timeframes do not apply; or
• installing the meter requires interrupting supply to another customer in which case a temporary isolation is required.
  • If your property requires a temporary isolation for this reason – and none of the other timeframe exceptions outlined apply – your retailer will arrange for this and the meter installation to be completed within 30 business days of being notified, or by a new date agreed with you and the local network service provider.

Where any of the above exceptions have prevented the retailer and/or their chosen meter provider from installing a new meter at your property, the retailer will inform you directly. Once the relevant exceptions have been corrected, they will then arrange for the meter to be installed in accordance with the timeframes. However, in the case where a temporary isolation is required, the applicable timeframe is that for installing a meter which requires interrupting supply to another customer.

If you need to upgrade your meter, but don’t need any changes to your electricity connection

We’ll arrange for your meter to be installed either:

• by the date agreed with you; or
• if we don’t agree on a date, within 15 business days after the date your consent is obtained.

If your power supply needs to be interrupted in order to complete the work, you’ll get an advance notice of interruption.

The timeframes above will not apply where:

• you have not entered into an agreement with us for the meter to be installed;
• the proposed site for the meter at your property is not accessible, safe, or ready for the meter to be installed;
• you've entered into an aggregated consumption agreement with us which specifies that the timeframes don't apply;
• the meter is being installed as part of a retailer planned new meter deployment; or
• installing the meter requires interrupting supply to another customer in which case a temporary isolation is required.
  • If your property requires a temporary isolation for this reason – and none of the other timeframe exceptions outlined apply – we will arrange for this and the meter installation to be completed within 30 business days of us being notified, or by a new date agreed with you and the local network service provider.

Where any of the above exceptions have prevented us and/or our chosen meter provider from installing a new meter at your property, we will inform you directly. Once the relevant exceptions have been corrected, we will then arrange for the meter to be installed in accordance with the timeframes. However, in the case where a temporary isolation is required, the applicable timeframe is that for installing a meter which requires interrupting supply to another customer.

If you need to upgrade your meter and changes need to be made to your electricity connection (a connection alteration)

A connection alteration is a change to an existing connection (including an addition, upgrade, extension, expansion, augmentation or any other kind of change to your connection) to the electricity network. In these scenarios, we will arrange for your meter to be installed either:

• by the date agreed with you, and your distributor (where the distributor is providing the connection alteration); or
• if we don’t all agree on a date, within 15 business days after the date your consent is obtained.

If your power supply needs to be interrupted in order to complete the work, you’ll get an advance notice of interruption.

The timeframes above will not apply where:

• you have not entered into an agreement with us for the meter to be installed;
• the proposed site for the meter at your property is not accessible, safe, or ready for the meter to be installed;
• you have not met the conditions that are required of you under your connection contract with your distributor;
• you've entered into an aggregated consumption agreement with us which specifies that the timeframes don't apply;
• augmentation of the distribution system is required for the purposes of the connection alteration and this has not been completed;
• the meter is being installed as part of a retailer planned new meter deployment; or
• installing the meter requires interrupting supply to another customer in which case a temporary isolation is required.
  • If your property requires a temporary isolation we will arrange for this to be completed along with the meter installation within 30 business days of us being notified, or by an agreed date with you and the local network service provider.

Where any of the above exceptions have prevented us and/or our chosen meter provider from installing a new meter at your property, we will inform you directly. Once the relevant exceptions have been corrected, we will then arrange for the meter to be installed in accordance with the timeframes. However, in the case where a temporary isolation is required, the applicable timeframe is that for installing a meter which requires interrupting supply to another customer.

If you need to replace a faulty meter

Get in touch with us on 1300 350 941 to discuss your needs with one of our specialists. Once they understand your situation, they’ll be able to let you know how long your meter replacement will take.