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In certain circumstances, we may provide credit to customers in connection with the provision of our services or goods. This occurs where we supply our services and goods to customers on a deferred payment basis.

We may collect, use and disclose our customers’ personal credit information for the purpose of processing applications for credit in relation to our services or goods. We collect and handle this information in accordance with the Privacy Act and the Credit Reporting Code of Practice.

Find out more about credit information.

We invite customers to participate in customer feedback and market research surveys via SMS text message. The feedback we receive helps us to improve our services.  We randomly select a percentage of customers who have recently contacted us or used our online services. Find out more here.

You can report a problem with your electric hot water relay through the power outage map.

Please contact the energy retailer that has sent you the bill, to discuss any questions you may have.

Meter access information should be provided to your electricity retailer. The retailer provides this information to Ausgrid.

Special locks can be installed so our meter readers can get access through locked gates. To find out more visit Integrity Security.

Estimated meter reads are reconciled when Ausgrid gains access to the meter and the correct data - which is usually at the next scheduled meter read. You should contact your energy retailer to confirm their policy regarding bill reconciliations or to discuss a special meter read and any associated costs.

Changes to metering

As of 1 December 2017 Ausgrid no longer provides some metering services.

Your energy retailer (the company who sends you your bills) is responsible for:

• installation of smart metering equipment
• meter reading of smart meters
• replacement of non-compliant meters
• notification to customer of power outage associated with meter replacement

Ausgrid is responsible for:

• Meter reading, testing and maintenance services of historic Ausgrid meters that have not been installed under the Power of Choice rule change. This includes all meters that were installed by Ausgrid or an agent of Ausgrid. Typically these meters would feature “Ausgrid” branding.

Translation service

If English is not your preferred language, please use our free translation service by calling 13 14 50.

Have difficulty hearing?

If you have difficulty hearing you can talk to us via the National Relay Service (NRS).
The NRS is an Australian Government phone and internet service for people who have a hearing or speech impairment.

For TTY (teletypewriter) services call 13 36 77 then ask for 13 13 65.
For speak and listen services call 1300 555 727 then ask for 13 13 65.  

This complaints procedure can be translated or provided in Braille or audiotape upon request.

Contact your energy retailer to make a meter reading appointment. An appointment is not required if there is clear access to the meter at your property.

Ausgrid is unable to offer an appointment for a reconnection of supply.

We sometimes need to interrupt the power supply to safely carry out essential maintenance and upgrade work.

You can check for maintenance works using our power outages map.

Known power outages appear as orange outline on the map. Outages for network maintenance are shown as a blue spanner icon. Information about the interruption can be seen by tapping the outage area, or icon.  

To report a loss of power at your property or to check for known power outages, please search, using your street name or suburb, on the power outage map.

Known power outages are displayed on the power outage map with an orange outline. The estimated restoration time is displayed when the outage area is tapped. If your property is not within an known outage area and you have no power, you can report a loss of supply. 

Please note: For security reasons the map will not display power outages at single properties, so if your power is out, please report it online.

Report a faulty streetlight on the streetlight reporting map. Not every streetlight in our area is maintained by us. If you can't find a streetlight on the map, you may need to contact the local council, the RMS for lights on bridges or your local electricity network business.

Please register your details with us and let us know when they change - call us on 13 13 65

If you’re an eligible life support customer please also register your details with your electricity retailer (the company which sends you the bills)

Find out more about life support.

We sometimes need to interrupt the power supply to safely carry out essential maintenance and upgrade work. You can check for interruptions using our power outages map.

Critical maintenance work is indicated as a blue spanner icon. Tap the pin to see further information. The map has tabs for both current and future outages.

See also: Life support | More information on scheduled interruptions

Removing branches from around powerlines and power poles helps prevent power outages, bushfires and accidental electrocution.

Please request a tree trimming inspection if you would like us to determine whether a tree is growing within the minimum clearance distance. 

For pre-scheduled tree trimming locations please see our tree trimming map.

Please contact your energy retailer to discuss reconnecting the power supply at your property. The retailer will be able to confirm the status of the service order request.