Being charged 10x gas usage

[taylorj]

I currently have a UltraMaXX HW 2021 hot water meter.

Starting meter read: 00068.740 m3

Starting meter read recorded on bill: 6,874

Ending meter read: 00071.546 m3

Ending meter read recorded on bill: 7,154.03

This equals a total usage of 280.03 for the period.

According to my bill, the total usage for the period: 280.03 units x 10 x 1.006329 (conversion factor) = 2,818mj

However, the actual calculation should be: 280.03 x 1.006329 (conversion factor)  = 281.8mj

This is because the values have already been x10 when being input into the meter read.

Now when usage is reported from my meter reads into the app, the decimal point gets moved, so instead of a 13 minute shower using 0.047 m3 (like it shows on the meter), it gets recorded as using 0.470 (the value is being x10 when being submitted as a meter reading).

This would be fine, however the billing department is further multiplying my total usage value by 10 (280.03), meaning that I am getting charged for 10x my actual usage.

I have seen others have this same issue with this type of hot water meter and wondering how this can be resolved as there has been no documented solutions.

[ChrisE_AGL]

Hi @frankorvs, 

Thank you for reaching out and apologies for any inconvenience caused.

I can certainly review your account and take a further look into this for you. I'll send you a private message to get some details. 

[Yheimyflo]

HI - did you get a resolution to this issue? I'm having the same problem with the same meter, meter was changed in October 2025 and since then, the usage recorded on the meter and reported to AGL has gone through the roof, we went for using around 400 units in a 3-month period to 11,0000 units! It's a 2 bedroom unit and it's only two of us, we spend about a month away each quarter, this makes no sense. our bill went from $400 to $650 max in the dead of winter to $1400! I spend 3 hours on the phone on and off with AGL and pretty much was told the reading is the reading but they will put a request for Jemena to come check the meter, but I'm starting to believe after reading your post that is a conversion issue. I offered to take photos of the meter, but they did not want them.

I have been taking photos of it after each shower to have a record of how much usage it's being reported. 

I'm loosing sleep and I just want my old analog meter back. of all the units in our complex ours was the only one changed to this piece of crap.  

[frankorvs]

After many attempts to resolve it with AGL, I finally submitted a compliant to the NSW energy & gas ombudsman. The ombudsman solved my problem with AGL. I'm no longer a AGL customer. 

[Yheimyflo]

Thank you for your reply. I will see what happens when Jemena comes to check the meter and if I don’t get a resolution, I will doing the same as you. Thanks 

[ChrisE_AGL]

Hi @Yheimyflo 

In NSW you are billed for the energy in megajoules (MJ) used to heat the amount of hot water (measured in decalitres) you used. One decalitre equals 10 litres. A conversion factor is calculated to determine how much energy in MJ was used to heat the total amount of hot water used, the conversion factor equals the average MJ of gas (that is the amount of energy used) to heat each decalitre of hot water used for the billing period.
The amount of hot water (decalitres) you used is calculated by subtracting the start read from the end read for the billing period. The metered units are then multiplied by the conversion factor to calculate the MJ of energy used. 

I'm more than happy to take a look into what's going on from the account side of things as you have Jemena investigate the meter. 

I'm going to send you a Private Message to get some further information. 
Thanks, Chris