There have been some changes to the way meters are managed in NSW and QLD. Sumo is now responsible for installation, replacement and maintenance of the meter at your property. We use a third-party meter provider, PLUS ES to manage that process.

If something has changed at your property in NSW and QLD, or if your electricity distributor has advised us that your meter needs to be replaced, Sumo will replace your meter with a new ‘smart’ meter within the following timeframes:

1. For a new connection – e.g. if you need a meter for a new house
   We will arrange for the meter to be installed at a date we agree with you, or no later than 6 business days after the property is connected to the grid.
2. For a replacement smart meter at your existing property – e.g. if you have installed solar panels
   We will arrange for the meter to be installed at a date we agree with you, or within 15 business days of your request to upgrade the meter.
3. For a replacement smart meter when we need to make an alteration to an existing connection – e.g. you have installed a large air conditioner
   We will arrange for the meter to be installed at a date we agree with you, or within 15 business days of your request to upgrade the supply. Where your distributor is providing support, it must co-ordinate the connection with Sumo and other relevant parties to ensure the meter installation takes place within 15 business days.
4. Replacing a faulty meter – e.g. if you or the distributor lets Sumo know the meter is not working correctly
   We will arrange for the meter to be installed at a date we agree with you, or within 15 business days of your request to upgrade the meter.

This timeframe will not apply if:

• You have not entered into an agreement with Sumo for the meter to be installed
• The proposed site for the meter is not safe or accessible
• The connection service has not been completed
• Installing the meter requires interrupting supply to another customer, e.g. if you are in an apartment building. This requires the distributor to arrange the planned interruption.
• Alterations to your system are required before your meter is replaced, and these have not been completed.

If any of these things impact the timeframe, we will arrange a new date with you, or the timeframes start again from when the exception is resolved.