The Australian Energy Market Commission (AEMC) published a final rule determination in November 2024 to accelerate the rollout of smart meters to all customers by 2030. This is designed to help consumers better manage their energy use by providing more information and access to new and better retail service options. It also benefits the wider network by enabling better management of the electricity market and alignment with widespread government commitments to net zero carbon emission.

Under the new final rules, from 1 June 2025 all households in Queensland that do not have a smart meter installed already will be required to have the meter upgraded by 2030. Consumers will no longer be able to opt out of a smart meter installation to ensure that all meters can be upgraded in time.

The Energy and Water Ombudsman Queensland (EWOQ) closed a total of 2,076 cases in the March quarter, a decrease of 3.4% from the previous period. With a 4% increase in percentage of complaints relating to provision and a 1% increase in percentage of complaints about customer service, there is concern that the accelerated smart meter rollout is going to cause an increase in complaints.

Jane Pires, the Energy and Water Ombudsman for Queensland, is encouraging Queenslanders to be aware of the smart meter rollout and what it means for their power bills.

‘A smart meter can track your electricity usage in near real time and send the data to your electricity provider. This can be beneficial for you as it reduces the need for estimated bills and empowers you to monitor and manage your energy use,’ says Ms Pires.

The new final rules set out requirements for providers to ensure appropriate notice is given to Queenslanders, and that information is shared about any intended tariff changes. Some customers may move onto demand or time-of-use tariffs after a smart meter has been installed, which can result in increases to your bill if most of your energy is used at peak times.

Ms Pires says it’s important to know which plan you are on, and the tariff structure being used to make sure you are getting the maximum benefit from your smart meter.

‘Your provider must notify you when they intend to install a smart meter and if they are moving you to a different tariff structure. Demand and time-of-use tariffs work when you can use less electricity in peak times but not everyone is able to do this. Make sure to check with your provider that you are on the best plan they can offer, and if you are not happy you can check other providers on Energy Made Easy to find a plan that will suit you best,’ says Ms Pires.

Many of the complaints EWOQ receives about smart meters come down to customers being dissatisfied with the service from their provider, confusion about tariff changes and not realising what it would mean for their bill, and poor-quality information being shared by providers.

‘As we continue the smart meter rollout in Queensland, I encourage all providers to be aware of the needs of our communities and the issues that may arise throughout this transition. We rely on our providers to make sure that information given to consumers is accurate, relevant and timely so that our residents are prepared for the change.’

If you are experiencing issues with a smart meter installation, or your bills after the installation of a smart meter, customers should speak to their provider to try and resolve the issue. If you’re unhappy with the response you receive from your provider, contact EWOQ for further support. EWOQ provides a free, fair, and independent dispute resolution service for unresolved complaints with electricity and gas providers across Queensland and water suppliers in South-East Queensland.

Find out more about smart meters.

Make a complaint online or call 1800 662 837.