Your rights and protection

Electricity customer rights and protections

Digital meters do not affect your consumer rights or existing electricity customer protections.

You will continue to have access to eligible energy concessions, electricity retailer hardship programs, payment plans, and other legislated electricity customer protection measures. If you are already eligible and are receiving an energy concession, having a digital meter will not affect your concession.

If you have any concerns, you should contact your electricity retailer.

If you are not satisfied with their response, you can refer your complaint to the Energy and Water Ombudsman Queensland or free call 1800 OMBUDS (1800 662 837).

Privacy and data security

Digital meters record and store electricity use data only. The data is transmitted to the retailer’s systems via a secure encrypted link to prevent unauthorised access, and maintain data security. The digital meters do not store personal customer data and are not connected to the internet.

Meter safety

Digital meters are manufactured to comply with Australian and international safety and measurement standards.

Digital meters can only be installed by licenced and qualified electricians acting on behalf of your electricity retailer, and in accordance with relevant electrical safety standards. Your electricity retailer will organise the electrician who will install the new meter.

Health impacts of digital meters

Digital meters must comply with national electromagnetic exposure limits. Other examples of devices which must comply are mobile phones, cordless phones, Wi-Fi routers and baby monitors. There is no established scientific evidence that the low level of radiofrequency electromagnetic radiation exposure from digital meters causes any health effects.

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