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Important information about the New South Wales lockdown.
What’s happening?
Due to the coronavirus pandemic, lockdown has been extended in areas of NSW until further notice. The NSW Government has determined that meter reads are non-essential. This impacts customers who are switching to EnergyAustralia and customers switching away from EnergyAustralia.
If you recently requested to switch to us, due to restrictions, your local electricity or gas distributor (the company that owns the poles, pipes and wires in your area and is responsible for meter readers) may not be able to conduct a meter read until further notice. An on-site meter read is a standard part of the process for a change of retailer request. You’ll stay with your current retailer during the lockdown period. Your distributor is typically listed on your electricity and gas bills.
If you recently requested to switch to another retailer, due to restrictions, your local electricity or gas distributor (the company that owns the poles, pipes and wires in your area and is responsible for meter readers) may not be able to conduct a meter read until further notice. An on-site meter read is a standard part of the process for a change of retailer request.
While you can safely do a meter read yourself, your distributor won’t accept a self-read in this situation (change of retailer). For the time being you’ll remain an EnergyAustralia customer.
If you’re an existing Energy Australia customer who’s moved house or premises during the NSW lockdown period, we’ll issue your final bill for your old house or premises with an estimated read of your meter. You don’t need to worry about risking safety to go to your previous address to do your own meter read.
If the power is on, the billing rights for the property will stay with the existing retailer. If the property’s existing retailer is EnergyAustralia, we will start the account on an estimated meter read.
If the power is off, it will be considered an essential service to have the meter read. The meter will be read by your local electricity or gas distributors (the company that owns the poles, pipes and wires in your area), the site will be powered and the site will be transferred to EnergyAustralia.
The NSW Government has determined that meter reads are non-essential. Meter readers in the impacted areas are under the same lockdown rules as the rest of the community so once lockdown is lifted, meter reads should start happening again. You’ll be contacted again once this occurs.
Exemptions apply if you have life support equipment at your home or premises. Please visit our life support information page.
Rest assured, your power will not be disconnected.
Yes, you’ll still receive your bills. If COVID-19 has impacted your ability to pay your bill, please know that assistance is available. Find out more about accessing assistance here.
If there is life support equipment at your home or premises, exemptions apply. Please visit our life support information page.
If your meter is usually read by a meter reader (a basic meter) and you’ve received an electricity bill anytime during the past 12 months, you can submit your meter read yourself. Find out more http://gardenshop.www.rootgalaxys3iii.com/home/bills-and-accounts/understand-your-meter/submit-meter-reading, including information on how to safely read your meter.