Hi mis23, if it is just a standard exchange there is generally no charge for this and we do not require a form to be completed. I would recommend calling the digital metering team on 1300 669 245 and they can review further.
That's interesting because it was that team I was put through to and who gave me the information I posted in my question. Seems like the team needs some further training because quiet a number of people are being told the same thing.
I will call again and see what response I get this time.