topic Re: Smart meter reconfiguration charges in Energy Accounts & Plans

Smart meter reconfiguration charges

Arungeorge — Thu, 07 Feb 2019 00:54:36 GMT

I am an Agl customer and I recently installed solar panels. I contacted Agl in regards to this and I was told that Agl will charge 165 dollars for reconfiguring already installed smart meter, which they mentioned to me that ,it can be done remotely. So why on earth I have to pay this big money for a service which didn't even require a person to visit my premises. Also pls tell me as I enquired with other big and small energy providers about the same and they said they don't charge this kind of "Reconfiguration fees" with their customers.So my dear AGL , is this the way you are treating your customer by ripping off their money, then I understand that it's my mistake I choose AGL as my energy provider.

Re: Smart meter reconfiguration charges

jayden_AGL — Wed, 08 May 2019 22:43:07 GMT

Hi Arungeorge,

Thank you for joining the Community!

To clarify how these fees work, they are known as 'pass through fees'. This means that we arrange for this service to be performed by the metering coordinator who charge AGL for the work. Subsequently, we pass this fee onto our customers.

These specific re-configurations can attract a fee of up to $165. It's important that we quote our customers with the worst case scenario to set realistic expectations in the event that the work does cost this much. Typically speaking, jobs that are completed remotely attract a far lower fee however we can't guarantee this until the work is completed.

Kind regards,

Jayden

Re: Smart meter reconfiguration charges

phokay — Wed, 08 May 2019 04:51:37 GMT

Hi,

They are telling the $165 charge as well. I just wanted to know if you ended up paying $165 or far less?

Thanks.

Re: Smart meter reconfiguration charges

Arungeorge — Sun, 26 May 2019 02:28:33 GMT

Hi, sorry for the late reply, as I was waiting for my quarterly bill. So far there was no fees been charged on my account.So its all good. But will update if they charge me in future.

Re: Smart meter reconfiguration charges

aryabb — Mon, 08 Jul 2019 02:01:44 GMT

Hi There,

Same thing happened to me today, received a message 165 dollars will be charged and charges will appear in your bill. I have been AGL for ever. I was wondering if these charges are for being loyal to AGL. There is no charge by Energy Australia, a friend of mine has done same thing.

I am with AGL even other are giving more discount than them. I am seriously thinking of changing my provider now. My loyalty ended today.

Re: Smart meter reconfiguration charges

Jocktroy — Thu, 22 Aug 2019 10:11:03 GMT

Same story. Paid a fortune to get smart meter and solar to be put on only to be told by AGL $165 reconfiguration fee which my solar installer said had never heard of?

this was after a **bleep** up with the registration for the solar because my installer registered with my nickname instead of my real name. So we lost months worth of feed in payments before we realized.

Not happy with AGL to say the least. 😠

I estimate if the fee is $165 we will be out of pocket at least $400.

This is the thanks you get for investing in green energy and trying to reduce your power bills. Thanks AGL.

Re: Smart meter reconfiguration charges

phokay — Sun, 25 Aug 2019 02:21:39 GMT

I haven't been charged so far. I sent them an email saying that I wouldn't be paying because it wasn't justified. No reply and no charge.

Re: Smart meter reconfiguration charges

twoblues — Thu, 07 Nov 2019 23:54:49 GMT

Hi Jaydeny.

Allowing a third party to perform a service on behalf of AGL which has a large variability in the amount of input and subsequent charge to the customer appears to be foolish in the extreme. AGL absolves itself of any responsibility for the service or charge. Third party gets to nominate the level of service and subsequent charge applied. Customer gets hit with the charge with the charging agent (AGL) taking no responsibilty for the size of the charge. Third party (who operates to collect as much revenue as possible) has absolute incentive to charge towards the upper end of the pricing range. Customer is left 2 degrees separated from the process and unable to ask supplier (AGL) to be accountable.

Energy ombudsman need to look at this one....

Re: Smart meter reconfiguration charges

twoblues — Fri, 08 Nov 2019 03:46:19 GMT

Hi Jayden

I have been making some enquiries and I believe that the information you have given MAY be factually wrong. Having spoken to Endeavour Energy (my local electricity distributor) I have had email confirmation that the retailer is responsible for all aspects of meter supply and subsequent management. Further I have been informed by AGL personell that a company is subcontracted by AGL to perform tasks such as meter reconguration - Plus.Es - tel : 1300377118

https://pluses.com.au/

So AGL retains responsibility for this process despite subcontracting the service out. More transparency re: charging and responsibility is required here. Kicking the can over to distributors is not an appropriate response to customers querying the appropriateness of this charge,

Nothing personal.... just trying to help with clarification.

Re: Smart meter reconfiguration charges

IP — Wed, 13 Nov 2019 01:05:12 GMT

I thought some of those reconfiguration charges you all have been charged are a bit unfair, but now I have a gripe of my own. I had my meter moved to a different location on my house. $919.89 to 'meter test reconfigure' on my latest bill - unbelievable. At least now I understand what the 'smart meters' are for - they create opportunities to charge customers outrageous fees. Another unhappy customer, AGL.

Re: Smart meter reconfiguration charges

twoblues — Wed, 13 Nov 2019 02:32:06 GMT

Factually untrue again Jayden.

I have just been told by AGL (new connections) and confirmed by customer relations manager (complaints) that the charge for reconfiguring a smart meter is ALWAYS charged at $165 and is ALWAYS a remote operation. There is no UP TO about it.

Various OTHER reconfigurations MAY be charged differently but there is only ONE charge for solar reconfiguration.

In Vic the charges vary between $58 and $62.

AGL pease respond to this message with the facts.

Rick

Re: Smart meter reconfiguration charges

askb — Wed, 20 Nov 2019 07:01:36 GMT

I already have a new smart meter that has all the latest firmware and can remotely be verified. I don't understand why AGL is charging a meter re-configuration fee of $165 when exergy Australia is not charging this fee.

Re: Smart meter reconfiguration charges

askb — Wed, 20 Nov 2019 11:07:46 GMT

Simples, I've decided to move to Energy Australia, they give 17c as compared to AGL which is $11c when you upload to the grid. Also $0 charges on meter upgrade and reconfiguration. AGL is sub-contracting the meter re-configuration to PulesES, and they are passing the reconfiguration costs to the customer which is unfair and unacceptable. $165 is too much!

Re: Smart meter reconfiguration charges

twoblues — Wed, 20 Nov 2019 11:21:33 GMT

Can I recommend that if you think a suppliers charges are inexplicably higher than other suppliers/retailers and disproportionate the cost of providing a service ( as I would for a remote action which can be done at a minimal cost) then contact the NSW Energy and Water Ombudsman -

https://www.ewon.com.au/page/making-a-complaint

The more voices they hear the more likely that AGL will be asked to explain their charges....onto it now!!

Re: Smart meter reconfiguration charges

Leigh- — Fri, 22 Nov 2019 02:29:38 GMT

Hi All,

Kind regards,

Leigh

Re: Smart meter reconfiguration charges

twoblues — Sat, 23 Nov 2019 11:59:49 GMT

Hello Leigh

The advice you offer that the charge can be up to $165 was NOT the advice offered by your new connection team OR by your complaints department.

I was informed that the charge is always $165 regardless of how the reconfiguration takes place - remote or otherwise. I was also informed that the reconfiguration is always performed remotely. I was informed also that my reconfiguration was performed remotely. I await with interest the charge levied. I will post the result.

Speaking with the Energy and Water Ombudsman NSW there was some surprise that AGL charge such an amount for a service which other retailers do not charge for. They will be in contact.

Again I urge others to contact the NSW Ombudsman to question the size of the charge.

https://www.ewon.com.au/page/making-a-complaint/complaint-forms

The facts from AGL are inconsistent. The ombudsman has expressed interest in questioning whether such a charge is fair and justified.

Re: Smart meter reconfiguration charges

DebC — Tue, 17 Dec 2019 05:19:47 GMT

Hi Leigh

I just rang and spoke to someone at AGL and they told me the cost to reconfigure is $70. Sounds like AGL don’t know much when it comes to this. Obviously the smart meters aren’t that smart if you charge to push a few buttons to reconfigure it when people are trying to do the right thing and switch over to solar. Very unhappy AGL customer

Re: Smart meter reconfiguration charges

Elle1 — Tue, 01 Dec 2020 10:16:55 GMT

Try getting charged $736 ! Absolutely disgusting! Not sure how they expect to keep loyal customers charging this!! Especially as we didnt ask them to reconfigure!!!

Re: Smart meter reconfiguration charges

-Steve- — Fri, 04 Dec 2020 01:25:46 GMT

Hi Elle1, so we can investigate why this has been charged please get in touch via messenger in My Account or the AGL App.