I don’t think my meter is recording my usage accurately. What should I do?

Call us on 1800 462 668 and we’ll help you troubleshoot any issues with your meter.  We’ll put you in touch with your distributor if necessary.

I think my meter is broken. What should I do?

Keep yourself and others away from any live wires. If it’s safe to do so, shut off the main switch. Call us on 1800 462 668 and we will contact your distributor to fix the issue.

Why aren’t my meter readings showing in my Powershop account?

There might be a couple of reasons for this.

If you don’t have a smart meter —you’ll need to enter your meter readings manually in your Powershop account, or wait for your distributor to read your meter (which usually happens at least every 3 months) and send us the reading to update your account.

If you do have a smart meter — it’s pretty normal to have up to one day’s worth of readings missing. The readings that are recorded in your Powershop account are usually 24 hours behind real time.

If you’re a few days behind on your meter readings, a technical glitch could be stopping your smart meter from communicating the information to your account. Email or call us on 1800 462 668 and we’ll get in touch with your distributor so that they can sort out any issues.

We can’t always guarantee meter readings. Sometimes bad weather can interfere with your meter’s signal. Also, the signal can be inconsistent in certain areas, especially rural locations.

How do I know if I have a smart meter?

The easiest way to tell if your meter is smart is to log in to your Powershop account and look at your daily usage graph on your ‘Balance’ page. If your usage graph goes up and down (ie you have a different reading for every day) then you have a smart meter. If your meter isn’t smart then your usage will appear to be flat, unless you have entered any meter readings manually.

What is a smart meter?

Smart meters mean we get more accurate consumption information and they don’t need a human to manually read them. We get your smart meter readings daily.

How do I enter a meter reading?

If you have a smart meter, your meter will send us your reading automatically. If your meter isn’t smart you can enter your own meter read. Log in to your account from you desktop or do it on Powershop’s mobile app.

From your desktop — You can enter a meter reading on your ‘Balance’ page. Click on ‘Enter a meter read’ under your usage graph (the shortcut).

Alternatively, go to ‘Usage’, select ‘Meter Readings’ then ‘Enter a meter read’ (you can also access a list of your previous readings here).

From your mobile — Select ‘Read meter’ about halfway down the main menu. Check out our handy torch button for reading your meter at night or in a dark spot.

How do I read my meter?

Safety first! Do not touch any part of your meter.

Digital meter: You read a digital meter from left to right. This means that the top reading in this example is 450, and the bottom reading is 1906. You can just ignore the red numbers.


Dial meter: If your dial meter has the 2 top dials in red, ignore them as they are for testing purposes only — just read the bottom set of dials. When reading this type of meter, always take the lower number if the needle is between two numbers, even though this may not be the closest number to the needle (taking into account that zero is considered greater than 9 when the needle lies between 9 and 0). Don’t forget to note the direction in which each dial is moving. The reading for the dial meter shown in this example is 9704 (digits that are red or highlighted in red represent decimal places and can be ignored).


Electronic meter: These displays show readings for more than one meter. You can view the readings by either pushing a button or scrolling automatically. The display will also show a total reading of the two or more meters combined. Please send us only the individual readings.


Smart meter: Smart meters generally have a number of displays that you’ll need to scroll through before you reach the total kilowatt hour usage number. Because smart meters vary so much, we recommend heading to your distributor’s website for instructions on reading your smart meter. Find your distributor here.

Be safe when you read your meter. If it’s up high, make sure that you reach it safely. If there are any loose or exposed wires in the cabinet, don’t touch them — call an electrician as soon as possible.

Where is my electricity meter?

First up, please remember to be safe when looking at your meter. Make sure that you can reach it safely. If there are any loose or exposed wires in the cabinet don’t touch them — call an electrician as soon as possible.

Your meter will usually be on an outside wall of your house. Meters will generally be located at the point where the power enters your property so look up to see if you can see where the power line comes in from the road.

In some apartment and multi-dwelling buildings, meters will be grouped together. Make sure you’re looking at the correct meter for your unit or flat. Sometimes your meter can be difficult to access. If this is the case, don’t worry; we’ll estimate your meter readings between visits. Please don’t go breaking your neck trying to reach it!

Do I have to read my own meter or will Powershop read it for me?

If you have a smart meter your meter will send us half-hourly readings, once a day, so you shouldn’t need to read your meter at all.

If you don’t have a smart meter you can enter meter readings as often as you like (although it is not essential for you to do so).

We’ll send you an email at Account Review time if we haven’t received an actual meter reading for your property, so you have the chance to enter your own reading. This means your Account Review will be based on your reading, instead of an estimate.

To enter your own reading, tap on ‘Read meter’ in Powershop’s mobile app or select the ‘Usage’ section in your desktop account.

We give you the opportunity to enter your own meter reading, so you’re able to get the most out of Powershop and our online tools. If you have a basic meter, we only receive your meter data every three months, which means your usage graphs aren’t accurate, and two out of every three of your bills are based on estimates (since your meter is only read every quarter). This means that if you enter your own reading, you’ll be billed on that instead of an estimate.

Regardless of whether or not you enter your own meter reading, your distribution company will still read it every three months or so, as long as there is clear access to your meter.

How often will my meter be read?

That depends.

If you have a smart meter we obtain your meter readings daily from your distribution company. We receive 48 half-hourly readings once each day.

If you don’t have a smart meter then your distribution company will read your meter. This typically occurs every three months. Most Powershop customers now have smart meters. We’re in the process of installing smart meters for our remaining customers. So if you don’t have a smart meter now, chances are you will have one soon. Head here for more info on getting a smart meter.

If you have a Manually Read Interval Meter (MRIM), it will record and store your usage on a daily basis. However, we are only sent this data once each quarter when your distributor comes out and probes your meter for the data. This means that once per quarter you will be able to log in and check out your last three months of daily usage. Unfortunately, in between each quarterly reading, you won’t be able to see your daily usage. If you’re not sure if you have a MRIM, give us a call or send us an email.