This Guidance covers electricity retailers’ obligations and responsibilities to customers related to site defects, tariff structure changes and shared fusing arrangements and encourages good practice to help maintain social licence for the accelerated smart meter rollout.
The information in this publication is for general guidance only. Compliance with this document will not provide a guarantee against enforcement action by the AER. Definitive legal interpretation of relevant legislation is reserved for the Courts. Retailers should seek independent legal advice on compliance related matters. The AER will approach each potential compliance and enforcement matter on a case-by-case basis, consider all relevant circumstances, and apply the factors set out in the AER’s Compliance and Enforcement Policy.
This Guidance is part of a broader AER work program related to the accelerated smart meter rollout.
- View our decisions on Legacy Meter Replacement Plans submitted by distributors
- View our Guidance for Retailers on notice to small customers on smart meter installation
Background
In November 2024 the Australian Energy Market Commission published a final determination and final rules for the Accelerating smart meter deployment rule change project which commence progressively between 5 December 2024 and 1 July 2026.
Amendments to the National Energy Retail Rules to enhance customer protections and support consumers to make informed choices, commence on 1 December 2025. These include a customer notification process when defects are identified during the installation process, and to introduce a two‑year explicit informed consent period following smart meter installation for retail tariff structure variations.
Amendments to the National Electricity Rules to streamline the process for smart meter installations at premises with shared fusing, commence on 1 December 2025.
The AER has published information for consumers and retailers about the smart meter rollout here.