Safe entry to your premises

Occasionally, we’ll need to enter your home or business premises to maintain our network or read your meter. To help, please make sure your home or business is safe for our field staff to enter.

Unfortunately, we might not be able to complete our work if we can’t access your property safely. This includes being able to visibly sight your dog to make sure you’ve ‘suitably restrained’ it (see below).

How to make your property safe

When you know we’re coming, we ask that you make a few easy preparations. Completing these steps before we arrive means we can do our job as quickly and safely as possible.

You can help us by:

  • registering your dogs with us
  • keeping your dogs ‘suitably restrained’ (see below)
  • telling us about any special access to your land or our equipment
  • updating your site access account/premises details with your electricity retailer
  • providing safe and clear access to our equipment by making sure:
    • any locks you use to secure your gate or other property access point are authorised by us (see Energex locks below)
    • your meter is clear of vegetation, insects, vehicles and other equipment
    • you arrange to have your meter box moved if it has become inaccessible.

For more information on our safe entry practices, call us on 13 12 53.

How to make sure your dog is visibly ‘suitably restrained’

Even if  your dog is a ‘very good doggy’, an unrestrained dog on your property is a hazard for our field staff. Dogs can cause bites, injuries and also create distractions while workers are carrying out sensitive electrical work. So, you’ll need to make sure your dog can be visibly sighted as restrained when we visit your property.

You can do this by:

  • placing them in a yard or area that’s completely separated from where we need to work (e.g. locked behind a fence where they can be visibly sighted as restrained)
  • isolating them with a substantial rope or chain, secured to an appropriate anchor point on the ground or fixed fitting.

Please note that holding the dog by the collar, by hand or in your arms is not a ‘suitable restraint’.

Under our safe entry practices, we won’t be able to enter your premises unless we can visibly sight your dog to make sure you’ve 'suitably restrained' it.

IMPORTANT: Remember to make sure your dog has access to water, food and shade while they’re restrained.

How to register your dog with us

To register your dog with us, simply sign up to our Customer Self Service and then login and update your dog details. You’ll find step by step instructions on the meter-read alerts for dog owners page. You can also register to receive SMS and/or email alerts 24 hours before your meter is due to be read. That way, you can ensure your dog is suitably restrained when the meter reader arrives.

How much notice will you give me?

We’ll do our best to let you know about planned visits to your property. However, the amount of notice we can give will depend on the type of work we're doing.

How to get meter read notices and alerts

For meter reads, you’ll find your scheduled read date on your most recent electricity bill. We’ll be there to do your read two business days either side of the scheduled date.

If you own a dog, you can sign up for our meter-read alerts for dog owners. Then, we’ll be able to send you an SMS and/or email notification 24 hours before we come.

Apply for SMS and/or email meter-read alerts for dog owners

If we are unable to read your meter, 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 or by calling us on 13 12 53.

Notices for other work

In many other cases, like network inspections or emergency works, we won’t be able to give you notice ahead of our visit.

Fortunately, there’s no need to worry. If we can’t access your property, we’ll leave a notice card. On this card, we’ll let you know whether you should call us or your electricity retailer to make further arrangements.

Why we might enter your property

To make sure you’re connected to a strong, uninterrupted power supply, we might need to enter your premises from time to time. This could be to:

  • inspect or read electricity meters
  • identify the location and cause of a fault, and repair it (during power outages)
  • complete maintenance or upgrade works on our equipment located on or near your land
  • inspect our poles, overhead or underground powerlines, transformers or other electrical equipment located on your land
  • check or clear vegetation from around powerlines on or near your premises
  • assess the need for possible future network infrastructure, with prior consent
  • to complete work requested by your electrical contractor or electricity retailer.

IMPORTANT: Although our field staff are legally permitted to enter your property to complete most of these tasks, you have the right to confirm their identity. Simply ask to see their Energex ID.

Use an Energex lock for security and access

Using an authorised Energex lock will keep your property secure while providing easy access for our field staff. These specially tooled locks can be opened by both your regular key and the master key, carried by your meter reader.

You can order an Energex lock from an approved locksmith in your area. 

Safe entry to your premises FAQs

How do you decide if my home or business is safe to enter?

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

Your premises 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 premises 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.

What should I do if you weren’t able to enter?

Our crew will leave behind a notice card if they can’t enter your property. This may ask you to call us on 13 12 53, or to get in touch with your electricity retailer.

My dog is very friendly! Will your staff untie them when they leave?

Unfortunately not. This would violate our safe entry practices.

Tying up my dog makes my premises less secure. Can I leave him unrestrained?

We have an obligation to make sure our field staff and contractors are safe at work. Because of this, we simply can’t allow them to enter your premises if your dog is unrestrained.

If we can’t access your meter safely, we'll automatically generate an estimated read for your electricity retailer.

If this happens, 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. Or if you prefer, you can call us on 13 12 53 to provide a self meter read.

You might also need to contact your electricity retailer to ask them to adjust your bill based on your self-read.

Are puppies and small dogs included in the restrictions of the safe entry practices?

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

How do the safe entry practices affect me if I have an assistance dog (e.g. guide dog)?

Our field staff might not be able to tell the difference between an assistance dog and a pet dog when they see them in your yard.

If your assistance dog is wearing official assistance gear/uniform and is visibly an aid dog, our field staff will conduct a risk assessment before entering your premises.

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

What if my dog is restrained indoors/out the back securely and the crew considers that they “can't confirm the dog is restrained”?

Unfortunately, the only way our field staff can be sure that your dog is restrained is to visibly sight 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 premises. We’ll make sure we keep our field staff up to date.

What if the dog barking is from my neighbour’s yard?

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 your premises is safe, we won’t be able to enter.

What about emergency work? Are you still unable to enter my premises if there’s an unrestrained dog?

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 full risk assessment and do our very best to enter your premises safely.

If your meter reader doesn't visit on my next scheduled read date, will I receive compensation if I had to leave work to restrain my dog?

No. We always give a window of time of two business days before and after the scheduled read date on your power bill. This gives us room to reprioritise in case of emergency works or unforeseen events, like bad weather.

If we are unable to read your meter, 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 or by calling us on 13 12 53.

Do I need to provide my National Meter Identifier (NMI) to give you a self-read of my meter?

No. You must be able to pass privacy checks for the premises address but a NMI is not compulsory to submit a self meter read.

How do I read my meters?

There is a guide on our website for how to read your meter.

Why don’t you install remotely read meters?

Due to the Power of Choice industry reform on 1 December 2017, electricity distributors like us are no longer able to install new metering. This includes remotely read or “comms/smart/digital” meters. If you're interested in having such a meter installed you'll need to discuss this with your electricity retailer.

I live in a rural location and have a long driveway, will my meter get read?

If the meter reader usually enters your premises in their vehicle and drives up to your house, they'll still do this. However, if they arrive at your house and can see an unrestrained dog, they won't be able to leave the vehicle to complete their reading. They'll do their best to leave a “no access” card on site, which will give you instructions on what to do next.

Need more information?

Please call us on 13 12 53 if you would like more information on our safe entry practices.