Retailers' meter installation practices in NSW

As part of our annual review of the performance and competitiveness of the retail electricity and gas markets in NSW, we have been asked to review NSW electricity retailers’ metering practices, and report on whether retailers are delivering acceptable levels of customer service and communication.

We have found that retailers are not delivering an acceptable level of customer service to customers requesting a meter.

Since we commenced our review, the Australian Energy Market Commission (AEMC) made a new rule to introduce metering installation timeframes for retailers. We consider that this would be effective in reducing installation times to an acceptable level in most instances. However, there are a number of exceptions to the rule, and we have focused our analysis and recommendations on these instances.

As of 1 December 2017, retailers are responsible for most metering services, including upgrading, installing and replacing meters. Previously this was the responsibility of the distribution networks.

However, as a result of customer complaints about delays in meter installations and poor customer communication and service, the Minister has asked IPART to undertake a review of retailers’ metering services.

We requested data from retailers about:

• the process for upgrading, installing and replacing meters
• the length of time taken to respond to customer requests and complete installations under different circumstances, and
• reasons for any delays, measures being put in place to reduce delays, and any barriers to overcoming these delays.