How do I dispute a faulty meter with EnergyAustralia?
How to get a suspected faulty EnergyAustralia meter tested, what happens if it fails, and how to get overcharged bills 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.
A meter that is over-recording usage can quietly inflate every bill for months before anyone notices, usually because there is no obvious single spike, just a usage pattern that no longer matches how the household actually lives. If your usage looks consistently high against a comparable period last year, or against a property of similar size and habits, a meter fault is worth formally investigating rather than assuming your consumption simply changed.
You can request an accuracy test from EnergyAustralia. If the meter is confirmed faulty, the rules require your account to be corrected to reflect genuine usage, covering the period the fault affected, and you should not be charged for the test that uncovered the problem. If the meter tests accurate, the explanation lies elsewhere, and EnergyAustralia is still obliged to properly account for the discrepancy you raised.
Request the test in writing, referencing your meter identification number and a comparison against a prior, undisputed period. If EnergyAustralia drags its feet on testing or will not correct billing after a confirmed fault, escalate to your state energy ombudsman, EWON, EWOV or EWOQ. The service is free and can direct testing and require the account to be properly corrected.
Frequently asked questions
How do I know if my meter is actually faulty rather than my usage just changing?
Compare against a similar prior period or a household of comparable size. A meter fault usually shows as a sustained mismatch, not a one-off event.
What does requesting a meter test involve?
Ask EnergyAustralia in writing, quoting your meter identification number and the reason for the request. You are entitled to ask for this.
If the meter is faulty, how far back is corrected?
The correction should cover the period the fault affected, not just bills going forward, ask EnergyAustralia to confirm the full corrected period.
Do I pay for the test?
Not if the meter is confirmed faulty. A fee may apply if the meter tests as accurate, ask before proceeding.
What if the meter tests fine but the bill still looks wrong?
The issue likely sits elsewhere in the billing system. EnergyAustralia is still obliged to properly explain and correct any genuine discrepancy.
What if EnergyAustralia refuses to test it?
Escalate to your state energy ombudsman, which can direct a test independently and order the account corrected.
What if EnergyAustralia just ignores my letter?
Silence is not a dead end, it is a deadline breach. EnergyAustralia 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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Open the EnergyAustralia 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.