The Australian Energy Market Commission (AEMC) is moving to address problems with the competitive smart metering regime that came in to effect last year and that makes the customer’s chosen electricity retailer responsible for managing installation and maintenance of new meters.
The AEMC says there has been a rapid uptake of smart meters under the new regime, particularly in South Australia.
“There have been customer complaints in some regions about delays in installing meters. There are also instances where the customer service from retailers and metering businesses has been poor, with several complaints regarding metering businesses not turning up at the agreed time to install meters. Some electricians and builders have also found it difficult to deal with retailers as retailers bed down new processes.”
The AEMC says uptake of smart meters has been greatest in South Australia where 10 percent of household snow have smart meters, but as a result South Australian customers have been worst affected by these problems. So it is working with regulators, ombudsmen and industry participants to resolve implementation issues in South Australia as quickly as possible.
“In South Australia a series of implementation workshops have been held since the start of the year. Last month, the AEMC, Australian Energy Regulator (AER), Australian Energy Market Operator (AEMO) and Essential Services Commission of South Australia (ESCOSA) held a joint roundtable in Adelaide to develop and implement solutions to metering issues being experienced by South Australian customers.”
To address the problem more widely the AEMC is also working on proposed rule change from Federal energy minister Josh Frydenberg that it requested in May. This would require retailers to provide customers with new electricity meters within a defined timeframe. A consultation paper was issued in May and a draft determination is due in September.
