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.
Advanced meters - energisation
How to re-energise your advanced meter
Advanced meters may be remotely disconnected from the network via communication using the AMI network. This is usually done when a property is vacant and no longer linked to an active electricity account.
The first step in reconnection is to approach a retailer to set up an account for the property, or to ensure any payment issues are resolved. The retailer will then instruct us to “arm” the meter for reconnection.
The following instructions show you how to check if the meter is armed and ready to reconnect and will take you through the process of reconnecting your electricity.
When the meter is de-energised the display will indicate “disconnected” at the bottom of the screen.
When the meter is armed and ready to be energised the screen will display a rolling message 'Press button 2 to connect' in values section.
To energise the meter press and hold button 2.
The display will show a count down ‘Con3’, ’Con2’, ’Con1’ while you hold the button, then you will hear a loud click as the meter becomes energised.
You can release the button after you’ve heard the click.
When energised, the meter will display 'connected' at bottom of the screen.
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How to re-energise your advanced meter
Advanced meters may be remotely disconnected from the network via communication using the AMI network. This is usually done when a property is vacant and no longer linked to an active electricity account.
The first step in reconnection is to approach a retailer to set up an account for the property, or to ensure any payment issues are resolved. The retailer will then instruct us to “arm” the meter for reconnection.
The following instructions show you how to check if the meter is armed and ready to reconnect and will take you through the process of reconnecting your electricity.
When the meter is de-energised the display will indicate 'Breaker Open'.
The current state of the breaker is displayed as either 'Breaker Open' or 'Breaker Closed'.
When the meter is armed and ready to be energised the screen will display a rolling message 'Press button 2 to connect'.
To energise the meter you need to press and hold button 2.
The display will show a count down ‘Con3’, ’Con2’, ’Con1’ then ‘Boost 3’, ’Boost 2’, ’Boost 1’ while you hold the button, then you'll hear a loud click as the meter becomes energised.
You can release the button when you’ve heard the click.
When energised the meter will display 'Breaker Closed'.
Advanced meters - availability and installation
An advanced meter is a digital meter with a communication device installed. Advanced meters can automatically and remotely read electricity flows and provide early detection of connection faults and supply issues.
Advanced meters are commonly used internationally and in other states of Australia as part of the advancements being made to electricity networks. They also enable early detection of faults and supply issues, providing an extra layer of safety. Our advanced metering program will bring us in line with other energy networks in Australia and around the world.
Advanced meters enable emerging products, services and technologies that provide electricity consumer benefits such as owning electric vehicles, more flexible plans and options, and the ability for you to track electricity being sent back across the grid.
A Network Interface Card (NIC), also referred to as a network interface controller or network cards, is the communication device inside an advanced meter.
The NIC enables the meter to connect to a wireless network with other systems that record and send information about your electricity usage back to Synergy for billing. Learn more about how advanced meters work.
Advanced meters will continue to be read manually by our meter readers until the associated communications system is activated.
Your new meter has a communication device installed that enables communication between the meter and Western Power’s systems. This allows us to read meters automatically and remotely, as well as detect faults and supply issues.
Not all digital meters can yet communicate with Western Power's systems. Our new meters are more advanced and are required to wirelessly communicate energy usage and electricity flows.
Your meter may be replaced by Western Power if your retailer requests a new meter at your property (e.g. to support a product or service ordered from your retailer). If you wish to explore this option, please visit your retailer's website.
Our supporting network and systems are now in place in the Perth metro, Geraldton, Kalgoorlie, Bunbury and Albany regions where most advanced meters are communicating with our metering systems. Work in other areas has commenced and will continue over the next few years.
We replace meters to ensure the network - and your electricity supply - are safe and reliable and so you can be confident that your electricity usage and generation is being measured accurately. Advanced meters provide Western Power with greater granularity on power quality data which helps us better manage and operate the network safer and reliable.
There’s no charge for meters installed in new homes or if we’re replacing your old meter for maintenance purposes.
If you have requested a metering service from your retailer (e.g. to change your tariff or install solar panels) a charge may apply.
If your home is scheduled to have an advanced meter installed, we will be in touch beforehand to let you know when we will be arriving.
While we install the meter, we will need to turn off your power for around half an hour to make sure the installation happens safely.
Advanced meters will be installed in all new homes being built. In established homes, where a meter has reached the end of its useful life an advanced meter will be installed. They will also be installed if a retailer requests one to support a new product or service.
Western Power is working towards providing communication coverage across the electricity network.
Advanced meters record electricity flows and communicate the information back to Western Power using a combination of low-level radio-frequency and cellular communications technology. Western Power’s advanced metering infrastructure predominately uses radio frequency supported by 4G technology.
No. You don't need an internet connection or WiFi for your advanced meter to work.
If we're replacing your meter, we'll let you know beforehand when we're coming. We'll need to turn off your power, but it shouldn't be off for more than 30 minutes. If you're home we'll let you know before we start, otherwise we'll leave a card to let you know we've been past. Once we've replaced the meter, we'll test it to make sure everything is in working order and if we do come across a fault (which doesn’t happen very often), we’ll look into it further.
If your meter and switchboard are accessible, you don't need to be home for the installation, however, please make sure there is clear and safe access. If we're unable to access the meter and switchboard because of a locked gate, an unrestrained pet or because the meter and/or switchboard are inside, we'll leave a card in your letterbox with instructions.
We'll need to turn off your electricity supply for approximately 20 to 30 minutes to safely replace your existing electricity meter. If you're home while our team member is working, we'll let you know before switching your power off. If you're not available, we'll carry out the work and leave a card to let you know the job has been completed.
We understand it is difficult to be without power so whenever it is safe to do so, we perform our maintenance on a ‘live network’. However, on this occasion, we can only safely carry out this work with the power supply turned off.
Once the electricity meter has been replaced we'll undertake tests to ensure your electricity service is in safe and reliable working order. If a fault is detected with our service, it will be assessed and repaired accordingly.
In a small number of cases we detect faults related to the wiring on the customer side of the meter. If this happens, we are required by law and for safety reasons to turn off and disconnect the meter. If this occurs, you will need to engage a licensed electrical contractor to locate and repair the fault before the electricity supply can be restored.
All authorised Western Power staff and contractors carry formal identification provided by Western Power. You can ask to see the identification at any time.
To keep up to date with technology advances, all newly installed meters will be advanced meters.
There is no option to opt out of having an advanced meter installed, however, if you become a self-read customer, you can request to have the communications device removed from your meter*.
*The only exceptions to the above being:
- customers with dogs, preventing us from accessing the meter
- customers that have had previous safety incidents with Western Power personnel
- customers with DER products such as solar, electric vehicles, and batteries.
To become a self-read customer, please contact your electricity retailer.
Once we remove the communications device, the meter can't be read remotely, and we'll need to visit your property to read the meter. If we can't access your meter to read it, you'll receive an estimated bill. Should the electricity supply be disconnected, reconnections will take longer as they can't be done remotely and need one of our technicians to attend. Your home also won't have the extra layer of safety that an advanced meter provides by being able to detect faults on the service connection to your property.
No charge currently applies.
However there may be a future charge for us to manually read the meter. If a future charge is applied, we'll let you know in advance and what your options are.
Once we receive your request we'll visit your property within 5 working days in the Perth metro area, and 10 days in regional areas, to remove the communications card from the meter. You don't need to be home, and you won't lose power, but please ensure we have clear access to your meter box.
We'll place a green ‘Communications Device Removed’ sticker on the meter showing the date the device was removed and leave a Meter Service Work card.
Contact your retailer to opt back in to having a communications capable meter.
Contact your retailer for information about costs to re-install the communications device.
Call Western Power on 13 10 87, from 7am to 5pm, Monday to Friday.
Advanced meters - communications equipment
Advanced meters send electricity usage information to Western Power using communications equipment, also known as 'access points' which are installed mainly on existing power poles and streetlights.
Yes, in areas that have suitable above ground power or metal streetlight poles. In some areas we may need to erect a new pole.
Any new poles will be placed on the road verge. They are 6.5 metres high and metal, similar to a streetlight pole.
We consider a range of factors when selecting a pole location. They include safety, technical performance, environmental impact (e.g. choosing a location where minimal clearing is required) and impact on surrounding residents and businesses.
We send a letter and feedback form to surrounding landowners and occupiers, the Local Government, and the local Member of Parliament to invite feedback on the planned location. The comments provided via the feedback form are part of our consideration for the final location of the pole.
These poles are considered essential to operate the network, so we are exempt from requiring a Development Approval under the Electricity Corporations Act 2005 Section 60(3)(b). However, we'll be liaising with all Local Governments and consideration will be made to the relevant Local Planning Scheme.
Advanced meters - connections, billing and data
Please contact your retailer for billing information.
Please contact your retailer for billing or tariff information.
All electricity meters used in Australia are factory tested in line with strict government standards to ensure that the meter accurately measures electricity consumption. If you have concerns about your electricity bill please contact your retailer.
All digital meters use a small amount of energy to function but this is not registered or displayed by the meter, and so you won’t be charged for it. The meter only shows what your household consumes and does not include any energy required to power the meter.
Advanced meters record your energy usage in 30 minute intervals. Western Power groups readings and provides it to your retailer once a day.
Advanced meters cannot capture your personal information such as name and address data or transfer it across the network. The only information an advanced meter sends is related to your energy usage and this data is encrypted to a very high standard. The data Western Power receives from AMI meters is only provided to those with rights to access the data such as the consumer and the consumer’s electricity retailer.
Western Power has put in place significant measures to ensure information remains safe and secure and is not accessed by unauthorised parties.
Your retailer will notify you to push a button on your meter to return electricity to your property.
Access your meter box if it's safe to do so. Push and hold the right hand button on your meter for a few seconds until you hear a click. You'll see the word 'connected' on the display on your meter.
We don't have any way to determine if it is safe to bring power back to your property. You should make sure that you check for unsafe situations (like a stove switched on) before turning on your main switch or pressing the button on your advanced meter to restore power.
Make sure your main switch is on. If it is on then check your RCD (residual current device) switch.
If your meter box is locked you will need to talk to your building manager or strata company to obtain access.
Contact your strata company to get access to the meter box.
Advanced meters - safety, privacy and security
A common but untrue claim about advanced meters is that they can cause health problems.
There are claims that electromagnetic fields emitted by advanced meters can cause electromagnetic hypersensitivity (EMS) or other health issues like insomnia, anxiety and even cancer.
These claims are unfounded.
Current scientific research shows there are no adverse health effects from low exposure electromagnetic fields, which are emitted by everything from your mobile phone, your computer and your wi-fi. EMS is not recognised as a medical syndrome by world health authorities.
Advanced meters emit an even lower frequency than mobile phones, broadcast towers, microwaves, garage door openers and wi-fi, making it even less probable that they’ll have any effect on health.
An independent study completed by Total Radiation Solutions compared the percentage of the ARPANSA General Public Limit for radiofrequency emitted by advanced meters and household items:
- Advanced meter inside – 0.011%
- Wireless modem – 0.05%
- Cordless phone – 0.17%
- Advanced meter outside – 0.82%
- Microwave oven – 1.49%
- Mobile phone at 30cm – 2.03%
The Australian Communications and Media Authority's regulatory arrangements require wireless devices to comply with the exposure limits in ARPANSA’s publication Radiation Protection Standard for Maximum Exposure Levels to Radiofrequency Fields - 3 kHz to 300 GHz”, known as the ‘ARPANSA RF Standard.’ The radiofrequency electromagnetic energy associated with the meters and communications poles being installed by Western Power operates between 902 MHz and 928 MHz, which is similar to that of a garage remote. Our equipment does not use 5G which operates at 26GHz.
There is no conclusive evidence as to any adverse health effects from low level radio-frequency electromagnetic energy exposure.
Health authorities around the world, including ARPANSA and the World Health Organization (WHO), have examined the scientific evidence regarding possible health effects from advanced meters. Current research indicates that there are no established health effects from the low exposure to the radio-frequency electromagnetic emissions from advanced meters. If you do have any health concerns, consult with your doctor.
No, the equipment does not use 5G. Advanced meters record electricity flows and communicate the information back to Western Power using a combination of low-level radiofrequency and cellular communications technology. Western Power's advanced metering infrastructure predominantly uses radio frequency, supported by 4G technology. When communicating, the emissions from an advanced meter are less than those produced from the remote device used to unlock a car, and less than a single SMS transmission. All devices comply with the maximum exposure levels as specified by ARPANSA. ARPANSA asserts that there is no established scientific evidence to support any adverse health effects from very low level RF exposures to populations or individuals. Western Power will continue to monitor the deployment of new technology, including 5G, and whether that will interact with our operations.
There are a number of Commonwealth bodies charged with protecting people and the environment from radiation from telecommunications sources, including the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA), the Australian Communications and Media Authority (ACMA), the Department of Health & the Department of Communications and the Arts.
All advanced meters used by Western Power are National Measurement Institute (NMI) pattern approved. This covers all relevant Australian Standards.
No. The data Western Power receives from AMI meters is only provided to those with rights to access the data such as the consumer and the consumer’s electricity retailer. We will not share it with a third party, for instance, for marketing or other purposes.
Advanced meters do not capture your personal data. The only information an advanced meter sends is related to your energy usage and this data is encrypted to a very high standard.
Advanced meters cannot capture your personal information such as name and address data or transfer it across the network. The only information an advanced meter sends is related to your energy usage and this data is encrypted to a very high standard. The data Western Power receives from AMI meters is only provided to those with rights to access the data such as the consumer and the consumer’s electricity retailer.
Western Power has put in place significant measures to ensure information remains safe and secure and is not accessed by unauthorised parties.
There are no known circumstances where meters have spontaneously exploded in Australia. There have been media reports about exploding meters in the Eastern States, but these were actually a few meters that had been vandalised.
We’ve put significant measures in place to ensure information remains safe and secure and is not accessed by unauthorised parties. These security measures:
- meet standards recommended by experts worldwide
- are regularly tested and updated to ensure data remains protected against security threats
- include physical anti-taper guards, remotely monitored alarms, encryption and security keys used during data transmission & physical and electronic protection of the data stored by Western Power.
Your personal information, including name and address cannot be captured by an advanced meter, nor can an advanced meter monitor individual appliances.
The only information an advanced meter captures and transfers is related to your energy usage: electricity generation and consumption and technical data relating to your electricity connection, such as voltage and current.
Metering
Accessing your meter
Western Power follows strict protocols when entering your property to read your meter. In some instances, Western Power will not enter your property or cannot access your meter box, which may result in your electricity consumption being estimated.
When considering safe and reasonable access to your meter, please take into account the following:
- the location of the meter box has to be accessible without the need to enter a neighbour’s property.
- if the meter box or access way to the meter is locked, it has to be with an approved Western Power master key lock – available from licensed locksmiths and security suppliers.
- the meter has to be accessible without the need to climb fences or locked gates.
- we will not enter an enclosed property with dog warning signs or where a dog is enclosed in the vicinity of the meter. The presence of a dog or dog sign is noted on our property information database to protect our people. If your situation has changed or your dogs are never kept in the vicinity of the meter, please contact us or Synergy to have the dog warning amended or removed.
- if the meter is located inside a carport, basement, enclosed verandah or other enclosed area where we can only access the location by making an appointment with you, you will need to have communications gear fitted to the meter box at your cost. Please contact your retailer, Synergy, for further information on the cost of this service. For detailed information on the technical rules, please refer to section six of the West Australian Electrical Requirements 2008.
- the meter has to be free from obstruction by trees, shrubs, and gardens.
Your meter box
The meter box is the property of the property owner and as such:
- we will never force our way into a locked meter box
- if a meter box door falls off (due to worn or faulty hinges) it is the responsibility of the property owner, not Western Power, to repair it.
Leaving your property as we found it
If access to the meter can only be gained by traversing your property, Western Power will leave your property as it was found. This means that if your gate is open, we will leave it open; if your gate is shut, we will leave it shut. The exceptions to this are meter box doors and swimming pool gates, which will always be left shut irrespective of how they are found.
Gardens
We will not walk across your garden unless it is the only way to access your meter box in which case we will take the most direct route.
Skipped read cards
Skipped read cards will be left at premises where meters are obstructed or cannot be accessed.
Where possible, the card will be left in your letter box and will indicate the date, meter number and reason why your meter was not read.
Private keys
Western Power does not accept private keys (or swipe cards) from customers to access meter boxes. Private keys may be left in a master key lockbox or at directly adjacent properties, where they can be picked up and returned. Western Power master key locks are available from licensed locksmiths and security suppliers.
General access protocols
Other general access protocols that we follow when accessing your property include:
- always announcing and identifying ourselves if someone is present at the premises
- never climbing gates or fences
- never accessing meters located inside a residence unless someone is home or we have access by way of a master key
- never accessing a property via the backyard without first attempting to notify the customer.
Annual meter read
Under the Metering Code 2012, we have an obligation to gain an actual read on your meter at least once per year. Likewise, under the Small Use Code 2012, your retailer has an obligation to not bill you on non-actual reads for more than 12 months.
Safe access
Under the Energy Operators (Powers) Act 1979 you have an obligation to provide safe access for our meter reading at all reasonable times.
Site visit
Our first attempt will be a site visit to your property unless you have contacted us previously to make other arrangements. If we fail in our initial attempt to gain access for our annual read, we will follow up by phone and letter to make an appointment with you.
Failing to provide access
If you don't provide access within a reasonable timeframe we will advise Synergy, who may also attempt to contact you and who can choose to disconnect you as a last resort until such time as an actual read is obtained.
Your meter box houses a number of electrical components including the meter, main switch, fuses and circuit breakers, which control the flow of electricity into your home. For safety reasons it is recommended that all meter boxes be fully secure.
You can buy approved Western Australian Services (WAS) locks from licensed security suppliers, hardware stores and locksmiths.
- Ask a licensed electrician to inspect your meter box if it shows any signs of burn marks, worn wires or a strange smell
- Switch the power off at the main switch if you are doing any household maintenance or renovations
- Label all switches, circuit breakers and fuses in the meter box for easy identification
- Keep trees and shrubs away from your meter box
- Install circuit breakers or a safety switch. Safety switches are mandatory in all new homes. They can save lives and prevent injury from electric shock
- Check your safety switch every six months or in accordance with the manufacturer’s instructions
- Check circuit breakers every two years or in accordance with the manufacturer’s instructions
- Take special care when replacing fuses and make sure that the main switch is in the off position before starting
- If a fuse blows repeatedly have a licensed electrician check it.
We follow strict protocols when entering your property to read your meter. If we are unable to access your property or your meter, we will leave a skipped read card which will state why this was the case. Examples of one of these situations is as follows:
- Access is only achievable through a neighbouring property
- The meter box is fitted with a private lock and not an approved Western Power master key lock
- The meter is located behind a fence or locked gates, hindering access
- There is a dog on the property or a dog warning sign on the gate
- The meter is located inside a carport, basement, enclosed verandah or other enclosed area which we can only access by making an appointment with you
- The meter is obstructed by trees, shrubs and/or gardens.
Your reading was estimated as the meter reader could not access your meter. The estimate was made in accordance with the estimating rules set out in the WA Electricity Market Metrology Procedure.
Meter readers will only enter a property with a dog if the owner is there to restrain it. Even friendly dogs can pose a danger without their owners present.
No but you can contact us to obtain a copy of your annual read schedule.
Contact your retailer to arrange to become a self-reader.
Generally no as the meter readings are sent to the retailer overnight however, if you contact us on the same day as the attempted read, we may be able to help.
You can provide your own readings in place of the estimate, which will be subject to validation. Alternatively, you can book a check read through your retailer.
Western Power’s meter reading processes vary slightly depending on the customer and the type of meter. Whether you self-read your power meter and need help with meter reading or want to know more about the manual read process completed by Western Power, you can find everything you need to know about the meter reading process below.
Manual read carried out by Western Power
We will read your electricity meter either monthly or bimonthly depending on your tariff.
- A meter reader will visit your premises and take the read. If it is not possible to take a read, they will leave a skipped read card explaining why and the read may be estimated.
- Once the read is taken, the meter reader will upload the reading to our system, which validates your read against the site's previous history of consumption. If the reading doesn’t validate, we do a re-read or substitute a reading based on estimation rules outlined in Section 12 of the Metrology Procedure for Metering Installations on the Western Power Network.
- We then send the validated data to your retailer overnight and your retailer bills you accordingly.
Self-readers
Mandatory self-readers
If you live in an area where it is not economically feasible for Western Power to send a meter reader out regularly, you'll be asked to read your own power meter.
Non-mandatory self-readers
You can request to read your own meter via arrangement with Synergy.
Self-read process
- All self-readers will be notified via mail email or SMS that it is time to provide a reading.
- Readings can be provided online via the self-reading portal or by phone via 1300 662 708.
- Once we receive the reading, it is validated and the process continues in the same way as manual reads.
Remote meter read data collection
These meters are used by customers who need to comply with the West Australian Electrical Regulations 2008 or for commercial and industrial customers who require large scale consumption of energy for their operation. The commercial and industrial customers are classed as contestable, meaning they can choose their retailer.
These meters collect data remotely at either 15 or 30 intervals minutes and transmit the data to Western Power's metering database via a mobile phone sim card in the meter.
Once the data is collected, it is validated per sections 10 and 11 of the Metrology Procedure for Metering Installations on the Western Power Network and published to the customer's retailer.
Meter reading
The electro-mechanical digital display meters have a six-digit display similar to the odometer of your car. To read these meters you simply write down the figures that are displayed.
The meter box is the customer’s responsibility and you should contact an electrical contractor who will be able to repair or replace it.
You should contact your retailer who will be able to discuss the situation with you.
You're entitled to a copy of your consumption data for free twice a year.
Please allow us two days to process the request.
To request a copy of your metering data, contact us.
Western Power’s meter reading processes vary slightly depending on the customer and the type of meter.
Manual read carried out by Western Power
We will read your meter either monthly or bimonthly depending on your tariff.
- A meter reader will visit your premises and take the read. If it is not possible for to take a read they will leave a skipped read card explaining why and the read may be estimated.
- Once the read is taken, the meter reader will upload the reading to our system, which validates your read against the site's previous history of consumption. If the reading doesn’t validate, we do a re-read or substitute a reading based on estimation rules outlined in Section 12 of the Metrology Procedure for Metering Installations on the Western Power Network.
- We then send the validated data to your retailer overnight and your retailer bills you accordingly.
Self-readers
Mandatory self-readers
If you live in an area where it is not economically feasible for Western Power to send a meter reader out regularly, you'll be asked to read your own meter.
Non-mandatory self-readers
You can request to read your own meter via arrangement with Synergy.
Self-read process
- All self-readers will be notified via mail email or SMS that it is time to provide a reading.
- Readings can be provided online via the self-reading portal or by phone via 1300 662 708.
- Once we receive the reading it is validated and the process continues in the same way as manual reads.
Remote meter read data collection
These meters are used by customers who need to comply with the West Australian Electrical Regulations 2008 or for commercial and industrial customers who require large scale consumption of energy for their operation. The commercial and industrial customers are classed as contestable, meaning they can choose their retailer.
These meters collect data remotely at either 15 or 30 intervals minutes and transmit the data to Western Power's metering database via a mobile phone sim card in the meter.
Once the data is collected it is validated per sections 10 and 11 of the Metrology Procedure for Metering Installations on the Western Power Network and published to the customer's retailer.
A smart meter is a sophisticated meter that records the electricity usage in half hour intervals as well as total consumption and is capable of sending this information daily to Western Power. This advanced meter provides improved accuracy of meter readings, early detection of power quality issues, remote disconnection of power and improved monitoring of power outages to assist maintenance crews in reducing restoration times.
Smart meters are part of a wider Western Power initiative called Smart Grid, which seeks to take a traditional “poles and wires” electricity grid into the future by adding digital and communication technology.
You can find everything you need to know about reading your smart meter here:
Electronic meters have a digital six-digit display register. The register can be static or can automatically step through a sequence of displays depending on your meter or tariff. A number that appears at the right-hand end of the register identifies each display or channel. For those digital meters on a standard residential or commercial tariff (A1, L1, K1 or M1), where the registers stay static, you simply write down the numbers that are displayed. For those meters on time of use tariffs, the meter register channels are specific to you.
For those meters on time of use tariffs, the meter register displays/channels are:
|
Channel |
Name / Description |
|---|---|
|
01 |
Meter Code |
|
02 |
Meter Serial Number |
|
03 |
Programme ID Number |
|
04 |
Time |
|
05 |
Date |
|
06 |
Kilowatt hours/Pulse |
|
07 |
Total Kilowatt hours |
|
08 |
Present Demand |
|
09 |
Reset Number |
|
10 |
On Peak Kilowatt Hours |
|
11 |
On Peak Indicative Demand |
|
12 |
On Peak Cumulative Demand |
|
20 |
Off Peak Kilowatt Hours |
|
21 |
Off Peak Indicative Demand |
|
22 |
Off Peak Cumulative Demand |
|
30 |
Weekdays High Shoulder Kilowatt Hours |
|
40 |
Weekends Low Shoulder Kilowatt Hours |
Not all channels are displayed on all meters. This depends on your tariff.
- Customers on R1 tariff should record the figures from channels 10 and 20
- Customers on SM1 (Smart Power) tariff should record the figures from channels 10, 20, 30 and 40
- Customers on time-based demand tariffs S1 and T1 should record channels 10, 12, 20 and 22
You can find everything you need to know about how to read your digital meter here:
If you are required to provide Western Power a meter reading, it is important that you understand how to correctly read your power meter. Submitting the correct information, when providing Western Power with your meter reading, will ensure that you are billed accurately.
A clock-face dial meter has four, five or six dials, which alternate in direction. To read your power meter:
- stand directly in front of the meter
- starting from the right, read each dial and write down the figures
- when a dial hand points between two numbers, write down the lower of the two
- if the hand points between 0 and 1 write down 0, but if the hand points between 0 and 9, write down 9
| Diagram 1 | Diagram 2 |
|---|---|
| For example, the reading in diagram 1 is 2-70-3-8, that is, 27,038 kilowatt hours (units). |
|
A bi-directional meter is a type of advanced meter with smart technology that measures your energy consumption and net energy generation. If you have installed a solar power system which generates energy into Western Power’s grid then you should have a bi-directional meter. It is normally fitted as part of the process for successful applicants to Synergy’s Reverse Energy Buyback Scheme (REBS), but also applies to customers with generation systems who are not part of the scheme.
If you read your own meter on arrangement with Synergy, you are required to assist us by submitting a photograph of the meter/s at your property once per year.
Our metering team will contact you requesting an electronically submitted photograph of the meter via:
- Email annual.read@westernpower.com.au
or - SMS 0427 229 265
Metering data
In alignment with the Electricity Industry Metering Code, Western Power can provide metering data to third party entities when an end-use customer has provided their consent.
The end-use customer is strictly defined as the customer listed as the account holder with the relevant retailer.
To request data to be provided, third parties must follow the steps below and complete the relevant online forms.
Registration
Third parties must first register with Western Power to allow access to standing and energy data. This registration may allow access to a web portal facility to request and receive data (if nominated).
Verifiable customer consent
To access energy data a third party must provide us with verifiable consent from the customer for the data that relates to the period which the customer is or was associated with the metering point. Mismatch of customer details or mandatory fields that are not provided on consent will result in the rejection of a consent form.
The maximum allowed period of a verifiable consent form is 12 months. A renewal of the consent form is required to be provided to us before the expiration date to prevent expiry of access to customer data.
Dependent upon the volume of data requested, data provision can take up to 10 business days.
We will accept the NMI and or just the Meter number on the consent form, however, the customer details must be a match.
Third party charges
The following GST exclusive charges will apply and will be invoiced to the third party on a monthly basis, with consent forms invoiced at the end of each month.
- Registration Fee of $9.85
- Verification and processing of a customer consent and a customer consent renewal form will incur a fee of $12.50 per consent form per NMI. This allows unlimited access to meter data for a maximum period of 12 months or by the specified time on the consent form
Invoices will be sent once amount reaches $150. However, pending invoices will be sent by the end of a financial year or where amounts are outstanding greater than 12 months.
Cancellations and information for customers
Customers seeking to cancel provision of metering data to a third-party entity can do so by submitting the attached cancellation form:
Cancellations will automatically occur if a retailer changes customer details within Western Power's Metering Registry. A new customer consent form will be required from the new customer to continue data provision services.
Further information for third parties
A user guide is available below to assist third parties in the process and in using the Western Power portal
- Third Party User Guide (PDF 222 kb)
- Third Party Fact Sheet (PDF 131 kb)
- Quick Reference Guide - Meter Data Extract (PDF 120 kb)
Support information for third parties
Web portal access can be made at
https://services.westernpower.com.au/online/nbu/do/restricted/Home
Technical support for web portal
it.servicedesk@westernpower.com.au
Third Party form submission and general enquiries
Contact us
Meter replacements
In addition to replacing meters that are reaching the end of their useful life, we can replace meters for reasons which assist us to provide services more efficiently (such as remote reading), or to keep up to date with technology advances and system compatibility.
Replacement of your meter is part of our commitment to ensure reliable and efficient electricity supply. Advanced meters provide Western Power with greater granularity on power quality data which helps us better manage and operate the network safer and reliable. Proactively replacing meters ensures you can have confidence in the reliability of the meter readings that form the basis of your electricity bill.
If we have initiated replacement of your meter for maintenance purposes, there are no charges associated with this work. However, if you have requested a metering service from your retailer (e.g. to change your tariff or install solar panels) a charge may apply. Your retailer should advise you of any charges that apply at the time you request the service.
The meter at your property is owned by Western Power. We replace meters to ensure the network - and your electricity supply - are safe and reliable and so you can be confident that your electricity usage and generation is being measured accurately.
If your meter and switchboard are accessible, you don't need to be home for the installation, however, please make sure there is clear and safe access. If we're unable to access the meter and switchboard because of a locked gate, an unrestrained pet or because the meter and/or switchboard are inside, we'll leave a card in your letterbox with instructions.
All authorised Western Power staff and contractors carry formal identification provided by Western Power. You can ask to see their identification at any time.
Please follow the instructions on the card, or contact our customer experience team on 13 10 87 during business hours to arrange a convenient time for us to undertake the work.
We'll need to turn off your electricity supply for approximately 20 to 30 minutes to safely replace your existing electricity meter. If you're home while our team member is working, we'll let you know before switching your power off. If you're not available, we'll carry out the work and leave a card to let you know the job has been completed.
We understand it is difficult to be without power so whenever it is safe to do so, we perform our maintenance on a ‘live network’. However, on this occasion, we can only safely carry out this work with the power supply turned off.
Once the electricity meter has been replaced we'll undertake tests to ensure your electricity service is in safe and reliable working order. If a fault is detected with our service, it will be assessed and repaired accordingly.
In a small number of cases we detect faults related to the wiring on the customer side of the meter. If this happens, we are required by law and for safety reasons to turn off and disconnect the meter. If this occurs, you will need to engage a licensed electrical contractor to locate and repair the fault before the electricity supply can be restored.
Self-read meter customers
Some our customers are registered as 'self-readers.' They read their own meter and provide the reading to us, then we validate it and pass it on to Synergy for billing.
Some of these customers are known as 'mandatory self-readers' because meter reading services aren’t available in all locations.
Other customers are known as 'non-mandatory self-readers' because they have registered as self-read via arrangement with Synergy.
Readings can be provided online or by phone via 1300 662 708. To change your preferences contact Synergy directly.
If you are a self-reader, you can submit your readings online. We’ll send you an email or SMS when your reading window opens.
You can also submit your reading over the phone by dialling 1300 662 708 and following the prompts using your telephone keypad. You will need your NMI number and meter number for this option.
Not sure how to read your own meter?
View our guides on how to read your meter.
Submitting your readings by phone
The phone option is not compatible with meters that have five or more channels or residences with more than one meter with the same NMI.
If you have one of these meters or have multiple meters listed against your NMI you can only submit your reading online.
If you are a self-reader experiencing difficulties and require help, please call 13 10 87.
If you want to become, or cease being, a self-read customer please contact your retailer, Synergy.
Once you have opted to become a self-reader, you’ll get a welcome email from us giving you access to the portal to set up your preferences, assign nicknames to meters and check out the instructions to read your particular meter.
We’ll notify you when it’s time to read your meter.
NMI stands for National Metering Identifier.
Your NMI:
- Will always start with the digits ‘800’ and is 11 digits in length
- Can be found on you ‘self-reading due’ reminder notification from Western Power (either email or SMS), and
- Can be found on your most recent Synergy bill, under the section ‘Your energy supply details’ on page 2.
Don’t have a reminder or electricity bill handy? Please contact Synergy to be provided with your NMI
Yes please! Giving us regular bi-monthly meter readings will make your electricity bills as accurate as possible.
It’s so we can capture in our database how much energy you’ve used and this will ensure the amount your retailer charges you accurately reflects your consumption.
We like to get a meter reading from you when your reading is due, so we know exactly what you’ve used. If you do not submit your reading within the required time frame, we will provide your retailer with an estimated consumption value, which we will do by estimating the amount of energy you’ve used since the last meter read.
Please refer to the ‘self-reading due’ reminder notification from Western Power (either email or SMS) for the details of when your reading is due.
You can only submit a meter reading when your reading is due. Your reminder notification will be sent on the day your reading window opens, this will advise you the last day a reading can be submitted.
15 business days.
If we don't receive your reading by the due date, we'll substitute your reading based on previous usage and Synergy will estimate your bill.
Sometimes it's easy to make mistakes, for example submitting your reading back-to-front, or just entering the incorrect reading. If a reading submitted to us fails our validation checks, we are required to determine whether or not the reading is acceptable. In cases where a reading is deemed unacceptable or fails validation, we are required to provide a substitute to your retailer in line with the Metering Code.
Our system considers the following factors to give the most accurate substitutions as possible:
- The time of year (so we’ll assume you use more energy during the winter and summer months and less in autumn and spring).
- The history of your energy use, based on the meter readings you’ve sent us and annual readings we’ve taken.
If you are a self-reader, you are required to assist us by submitting a photograph of the meter/s at your property once per year.
If you submit your reading online by scanning your meter or using a photo, that’s all we need.
Our metering team will contact you requesting an electronically submitted photograph of the meter via:
- Email annual.read@westernpower.com.au
or - SMS 0427 229 265
CAPTCHA authentication is a layer of security to detect suspicious activity on the online portal. If this system considers the user to be suspicious, it will prompt the user to recognise images to authenticate the user is a human.
We need to capture how much energy you’ve used. This will ensure the amount your retailer charges you accurately reflects your consumption.
We like to get a meter reading from you when your reading is due, so we know exactly what you’ve used. If you do not submit your reading within the required time frame, we will provide your retailer with an substituted consumption value, which we will do by estimating the amount of energy you’ve used since the last meter read.
If we are continually substituting your meter readings, without being supplied actual meter readings, these substitutes will inevitably drift out of line with your actual energy use. Ongoing substitutions may eventuate in a large catch up bill when we next obtain an actual reading. The best thing is to give us regular meter readings when you can so we can capture in our database the energy you’ve used. You will end up paying your retailer for exactly the energy you’ve used, no more, no less.
The online portal is optimised to be used on a desktop computer.
Please note:
- At present we do not have a self-reader application for Android or iOS devices, and our online web portal is not optimised for use on a mobile phone.
- Some self-read customers have reported issues of being presented with blank screens when using the online web portal on older Apple devices. If you experience this issue please:
- Retry using the portal on another browser or device,
- Or alternatively, please submit your reading using the telephone service by dialling 1300 662 708.
The trouble with estimating readings is that they may be out of line with your actual energy use.
That’s why it’s best to give us actual readings when your readings are due, to allow us to capture and pass this meter consumption data to your retailer, who will then calculate an accurate bill based on your actual energy consumption.
Sub-meter
An electricity subsidiary meter (sub-meter) is a meter that allows for the monitoring of electricity usage on a portion of your private installation past the revenue meter. Typical users of sub-metering are residential properties with a granny flat, apartment buildings, shopping centres, mobile home parks and commercial buildings.
The revenue meter records the total consumption and the electric sub-meter records the part consumption for the sub-metered area only. Thus, the sub-meter’s consumption is recorded in the revenue meter.
Sub-meters are typically privately owned and are not part of the Western Power network. Sub-meters include:
- meters purchased from Western Power when the customer’s multiple revenue meters were converted to sub-meters with the installation of a single revenue meter
- meters where ownership has been transferred from Western Power to privately owned.
Western Power has no statutory or regulatory obligation to read sub-meters. Customers with sub-meters requiring sub-meter readings should engage the services of a private meter reader if they are not able to read it themselves. We recommend that sub-meter customers consult with the revenue meter customer to arrange a suitable private meter reader should they require reads.
Yes. If you want to install a new sub-meter or replace an existing sub-meter you can arrange this through a licensed electrical contractor. A Western Power owned meter cannot be used. You are able to purchase a meter privately from a meter supplier.
An existing sub-meter can be replaced at any time by engaging a licensed electrical contractor.
You need to engage a licensed electrical contractor for a new meter and the meter replacement service.
You will need to engage a licensed electrical contractor to perform the meter removal.
Western Power has no statutory or regulatory obligation to maintain or replace sub-meters or any part of your installation.
The sub-meter owner is responsible for maintaining the meter. The maintenance may be arranged through an electrical contractor or consultant.
You will need to engage a licensed electrical contractor to perform the necessary wiring changes, and open a new account with your electricity retailer for each new revenue meter.
You can have a licensed electrical contractor perform a sub-meter test. Western Power has no statutory or regulatory obligation to perform a sub-meter test
The revenue meter is required to be changed or reconfigured to measure bi-directional energy flows (import – export meter registers) before the connection of the embedded generation system. Please contact your electricity retailer before applying to Western Power for technical approval of your proposed system.
If a sub-meter is associated with the connection point at which bi-directional flows will occur, you may wish to engage a licensed electrical contractor to change the sub-meter and make the necessary arrangements with you at the revenue meter.
If bi-directional flows will occur at a sub-meter the measurement of energy flows is at the discretion of the customer. You may wish to engage an electrical consultant or contractor for energy management options.
Common sub-metering arrangement
The diagrams below illustrate typical revenue meter and sub-meter configurations.
Residential property with granny flat
Apartment buildings and shopping centres
Power station
Note: SPD means Service Protection Device.