
Smart Meter Customer Code
Smart meters are more than just a technology upgrade—they’re a gateway to smarter energy management, delivering real-time insights, accuracy, and efficiency. With a target of 100% smart meter adoption in the Australian National Energy Market by 2030, the accelerated roll-out will bring both opportunities and challenges for customers, energy retailers, distributors, and metering providers.
That’s why The Energy Charter is leading the development of the Smart Meter Customer Code—a benchmark for engagement, ensuring customer-centric standards, transparency, and better practices.
Why Smart Meters matter
Embracing smart meters means unlocking:
- Real-time energy insights, helping consumers save money and reduce usage.
- Accurate billing, eliminating estimated readings and reducing unnecessary costs.
- Demand management, easing strain on the grid and supporting renewable integration.
- Seamless compatibility with solar, battery storage, and dynamic pricing.
- Greater customer control, optimising energy use, cutting costs, and supporting a greener grid.
This initiative is designed with consumers in mind—ensuring smart meters work for them, not just the industry.
What will the Smart Meter Customer Code do?
This voluntary Customer Code is co-designed by industry and consumer representatives to set clear principles and better practices for smart meter adoption. It will:
Provide guidance to energy distributors, retailers, metering providers, and installers, ensuring a seamless customer experience.
Clarify roles and responsibilities, so every stakeholder knows how and when to support customers before, during, and after installation.
Empower customers with the knowledge to optimize energy use, understand tariffs, and maximize smart meter benefits.
Ensure ongoing governance, fostering collaboration, adaptability, and continuous improvement.
This is an opportunity to create a customer experience that prioritises transparency, innovation, and collaboration across the energy industry.
The Smart Meter Customer Code is more than a set of principles—it’s a promise to put customers first.
Progress on building the Smart Meter Customer Code
Following an initial forum, the code builder team has been co-designing the Customer Code, aiming to launch the Code in July 2025.
Introducing the Code Builder team:
Consumer Voices:
Sean Jennings – Australian Energy Commission
Dean Lombard – Energesis
Jan Kucic-Riker – Justice and Equity Centre
Rory Campbell – Energy and Water Ombudsman of NSW
Industry Voices
Rob Logiudice – Alinta Energy
Prez Anderson – Endeavour Energy
Danielle Manley – Endeavour Energy
Travis Worsteling -EnergyAustralia
Emily Jones – EnergyQueensland
Samantha Haynes – Essential Energy
Brendon McEntee – Essential Energy
Jess Wells -Horizon
Daniel Oliver -Momentum
Helen Vassos – PlusES
Dean Clift -Rheem
Advisors
Justin Betlehem – Ausnet
Bec Jolly – The Energy Charter
Anne Whitehouse – Code Administrator
Find out more and get involved
If you’d like to help shape the Smart Meter Customer Code or if you have any questions, get in touch with the Independent Code Administrator, Anne Whitehouse.