I think my AGL meter is wrong, what can I do?
How to challenge a suspected faulty meter or wrongly estimated reads with AGL, who pays for testing, and how to get billing corrected.
Regulator
State energy ombudsman (EWON in NSW, EWOV in VIC, EWOQ in QLD)
Key legislation
National Energy Retail Law and the National Energy Retail Rules
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to State energy ombudsman (EWON in NSW, EWOV in VIC, EWOQ in QLD) is prepped and ready.
When usage suddenly jumps with no real change in behaviour at the property, a faulty or misread meter is one of the first things worth ruling out. You are entitled to request a meter accuracy test from AGL. If the test finds the meter is genuinely faulty, industry rules require your billing to be corrected to reflect accurate usage, and you should not be left to cover the cost of testing a meter that turns out to be at fault.
A second, more common issue is billing built on estimated rather than actual reads. Retailers are required to use actual meter data wherever reasonably possible, and to true up the account once a real read becomes available. If several bills in a row were estimated and then a large "catch-up" appeared, ask AGL to show the full read history, actual versus estimated, for every bill in question.
Put the request in writing: the meter identification number, the read type for each disputed bill, and a formal request for a meter test if you believe it is faulty. If AGL will not test the meter or will not correct billing after a fault is confirmed, escalate to your state energy ombudsman, EWON, EWOV or EWOQ. It is free, and can direct a test, order corrected billing, and require reimbursement of any wrongly charged test fee.
Frequently asked questions
How do I request a meter test?
Ask AGL in writing, quoting your meter identification number and the reason you believe it is inaccurate. You are entitled to request this.
Who pays if the meter is faulty?
You should not bear the cost. A confirmed fault means AGL must correct your billing and should not charge you for the test that proved it.
What if the meter tests as accurate?
A testing fee may apply in that case, ask AGL to confirm the cost before you proceed so there are no surprises.
My bills have been estimated for months. Is that allowed?
Only where an actual read genuinely cannot be obtained. Once one is available, your account must be corrected to reflect real usage.
Can a smart meter still be faulty?
Yes. Smart meters can misreport or be incorrectly configured. The same right to request a test and get billing corrected applies.
What if AGL refuses to test the meter?
Put the refusal in writing and escalate to your state energy ombudsman, which can direct a meter test independently of AGL.
What if AGL just ignores my letter?
Silence is not a dead end, it is a deadline breach. AGL is expected to respond to a formal complaint within 30 days. Build your letter with us and we track that deadline for you: a countdown check-in two weeks in, and if they miss the deadline, your escalation to your state energy ombudsman (EWON in NSW, EWOV in Victoria, EWOQ in Queensland, or your state equivalent) arrives pre-filled and ready to lodge. Escalating is free.
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The Armoury
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Open the AGL armoury →screwtheman.com is not a law firm and does not provide legal advice. The content on this page is for general information on consumer rights, legislation, and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.