Meter reading notification trial
As part of our ongoing commitment to improving customer experience, we’re testing sending notifications to customers ahead of a meter read.
About the trial
This six-month trial will provide valuable insights into the effectiveness of pre-read notifications and help us tailor our services to better meet your needs. We have selected a sample of customers from one month’s read schedule.
Customers will receive an email one week before their scheduled read date, advising them of the upcoming read, and asking for access to the meter to be assured, as well as for pets to be kept away from the meter area.
The outcome of this trial will determine how this new approach will be rolled out to all customers. Feedback in the form of a survey of trial customers will also guide future communications, particularly around timing and platform (email vs SMS, for example).
We are dedicated to providing you with a seamless service experience and appreciate your cooperation during this trial. For more information, contact us at 13 10 87.
As part of a selected group, you're receiving notifications to ensure a smooth meter read process. The trial will gather feedback from customers on how we can improve your customer service experience.
Please ensure that the path to your meter is clear and that pets are secured.
Not to worry, our meter readers will proceed with the read as long as they can access the meter.
We will leave a 'skipped read' card with further instructions, or you may opt to self-read your meter.
On our end, each meter is assigned a scheduled read date with a permissible window of one business day before and two business days after this date. This approach not only supports the smooth management of our resources but also helps us adhere to energy market rules. This flexible window also allows us to account for any unforeseen circumstances and manage staffing levels. For your convenience, we'll notify you a week in advance of the 4-day window.
For the safety of our Meter Reading staff and to ensure a smooth reading process, it's crucial that dogs are not in the vicinity of the meter during the reading. If you have a dog, please ensure they are isolated and cannot access the meter area - holding your dog back is not adequate. If a meter reading is missed due to a dog on the property, and you believe access is not an issue, you can provide a 'dog declaration' to either your retailer or directly to us. This helps us update our records and avoid unnecessary reading delays.
If you're interested in becoming a self-reader, the process starts with your energy retailer. Please contact them to request this service, and they will forward your request to us in the form of a Site Access service order. This approach ensures that your self-reading setup aligns with our processes and provides you with all the information you need to get started.
Once the trial comes to an end, notifications will pause temporarily as we take time to reflect on your feedback and decide on the best path forward. Should the trial prove successful, we're excited about the possibility of a phased roll-out that would begin with email notifications sent a week in advance, similar to the trial. In time, we hope to introduce SMS reminders closer to your meter read date and extend preferences and notifications to cover other property visits. We'll keep you updated with all the necessary details and planned start dates as we progress.