FAQ Results

Yes. All unrestrained dogs are included in our safe entry procedures, regardless of size or age.

We can’t allow our field workers to enter your premises if your dog is unrestrained. As an employer, it’s our obligation to make sure our field staff and contractors are safe at work.

If this means we can’t access your meter safely, we'll automatically generate an estimated read for your electricity retailer. In this case, we’ll leave a notice card with instructions on what to do next. You’ll be able to submit a self meter read via our Customer Self Service. You may also need to ask your electricity retailer to adjust your bill based on your self-read.

You can help to ensure your premises is safe for us to enter for things like meter reading, connections, maintenance, inspections and repairs to the network. When you know we will be visiting, we ask that you:

• keep dogs securely restrained
• tell us about any special access to your land or our equipment
• update your account/property details with your electricity retailer
• provide safe and clear access to our equipment.

If we cannot gain safe entry to your property, we may not be able to complete works such as connections, or we may have to estimate your meter read. Please read more on our safe entry to your property web page.

Our field staff might not be able to tell the difference between an assistance dog and a pet dog if they are roaming free in your yard.

If your assistance dog is unrestrained in the yard with no visible assistance gear/uniform, our field staff won't be able to enter your premises as per our safe entry practices.

To help, make sure your assistance dog is wearing official assistance gear/uniform or is visibly an aid dog. This way, our field staff will be able enter your premises, once they’ve conducted a risk assessment.

Before they enter, our field staff will perform a risk assessment of your premises.

Your property will be determined safe to enter if:

• there's no dog, or
• all dog/s on site are securely isolated from where our work is needed.

Your property will be determined not safe to enter if our field staff observe:

• one or more unrestrained dog/s on site, or
• evidence of a dog where they can't confirm if it’s ‘suitably restrained’ away from where our work is needed.

Emergency work carries a higher priority than customer requested jobs and meter reads. If we’re on site to do emergency work, we’ll conduct a more detailed risk assessment and do our best to enter your premises safely.

Unfortunately, our field staff can only be sure that your dog is securely restrained by visibly sighting them. If you’ll be restraining your dog out of sight, let your electricity retailer know so they can update your account with the access information for your property.

We’ll do our best to work out if the dog is in your yard using visual clues such as water/food bowls, toys, bones or kennels. However, if we can't be certain, we won’t be able to enter.

If we can’t enter your property, our crew will leave behind a notice card. In this case, you will be able to submit a self-meter read via our portal.

Unfortunately not. This would be against our safe entry practices.