My bill is estimated, what do I need to do?

If you have received a bill reflecting an Estimated Read or Consumption, this is most likely due to: 

• The inability to read your meter 
• Your meter is blank and therefore not producing any reads  
• Your meter appears to be broken 

Estimated bills will reflect the usage or read is not an actual read taken. You’ll see either an (A) or (E) after the meter reading numbers, A = actual and E = estimated. 

We understand how important it is to you that we calculate your bills using actual meter readings.

If you receive an estimated bill, the meter reader will attempt to take an actual meter reading on the next scheduled read date.

Once we have an actual meter reading, we will make the necessary adjustments to your last billing period so that you only pay for what you've used.

Note: If you are able to access your meter, you can also submit your own meter reading. If you've received multiple estimated bills, please contact us so that we can organise a suitable time for your meter to be read. Your meter should be read at least once every 12 months to ensure that you only pay for what you use.

• Find out where the meter is located at your property and make it accessible. This may mean clearing away growing plants or materials so that the meter is clearly accessible and visible. 
• Plan ahead by noting when your meter is scheduled to be read. The date of your next meter read can be located on your most recent bill.
• If your meter is not easily accessible, please contact us at least three business days before your next meter read date to make suitable access arrangements or provide us with access instructions to pass onto the meter service provider. This may mean leaving your gate unlocked, having someone at the property, or keeping pets inside. 

If your bill was estimated because we couldn't access your meter, you can submit a self-read via the 'Contact us' form in your My Account or by visiting altogethergroup.com.au/contact-us.

Under enquiry type, please ensure you select 'Submit your meter read'. 

If you can, providing a clear photo of your meter will ensure that we can adjust your bill quicker, if required. If you cannot provide a photo of your meter, take a meter reading by taking note of the numbers on the meter from left to right. 

Meters come in various shapes and sizes. How your meter collects and displays the data depends on the type of meter. For guidance on common types of electricity meters, please visit our article on types of electricity meters.

If you want to find your meter to check the meter number or take your own meter reading, please be mindful of the potential for hazards with some electricity meters. If you see anything potentially hazardous, please do not touch it or attempt to fix it. Instead, please get in touch with us immediately.

The location of your meter depends on if you live in an apartment or a house.

House/Single dwelling

The meter is likely to be outside for houses and single dwellings. However, the location varies depending on where you live and when the house was built.

Common locations are:

Apartments, duplexes, or other types of dwellings

Your meter is likely together in one place with other meters. For you to identify your meter, it should be labelled with your unit/apartment number and will have a meter number. If you are unsure of your meter number, this is located on your electricity bill.

Common locations are:

• Basement
• Car park
• Meter room/cabinet on your level

Please be mindful that you may not be able to access your meter if it is located in a locked cupboard.

When you provide a photo of your meter, please ensure that:

• it shows the serial number and meter reading
• the photo is not blurry
• the photo is clear and not glared
• it shows the entire meter
• it is not taken on an angle

Below are an example of what easy-to-read meters may look like.

The meter reading is 14473.8 and the serial number is 15000820. 

The meter reading is 45983.4 and the serial number is 05002073.

Rejected self-read
If your meter reading is not accepted this could be because:

• The meter has been deemed to be faulty, disconnected, or awaiting replacement
• The meter reading was too high or too low in comparison to the last actual meter reading we've taken
• You didn't provide a photo of your meter when requested or the photo you submitted was unclear, or blurry or inaccurate

If you are not satisfied because your meter readings could not be accepted, get in touch with one of our Customer Experience Advocates on via altogethergroup.com.au/contact-us. 

The meter reader will try to access your meter on the date it is scheduled to be read. It is your responsibility to provide safe, unhindered access to the meter at your property.