Smart Meter Customer Code
Supporting a transparent, customer-focused transition to smart meters by providing clear information for households and small businesses.
Why this matters
Smart meters are more than just a technology upgrade – they are a gateway to smarter energy management, delivering real-time insights, accuracy and efficiency.
The benefits of smart meters include:
- Real-time energy insights, helping consumers save money and reduce usage
- More 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.
What is the National Customer Code?
With a target of 100 per cent 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.
The purpose of this voluntary Smart Meter Customer Code is to ensure a transparent, customer-focused transition to smart meters by providing clear information, strong support and empowered decision making for households and small businesses.
By providing clear and easy to understand information, Signatories aim to work together to deliver better outcomes for Australian households and small businesses in the smart meter roll-out.
Impact
The Customer Code is a voluntary, co-designed benchmark for customer-centric smart meter rollout. The Customer Code has been designed to:
- Set clear principles and better practices
- Clarify stakeholder roles
- Empower customers
- Ensure ongoing governance, collaboration and continuous improvement.
Ultimately, it is a promise to put customers first.
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“The Smart Meter Customer Code is a fantastic opportunity for industry and consumer voices to work side‑by‑side to lift the bar on customer experience during the smart meter roll‑out. What excites me is the genuine commitment across retailers, distributors and metering providers to do this well working to simplify the journey, build trust and deliver outcomes that make a real difference for households and small businesses. I’m pleased to be involved because this is collaboration at its best: practical, purposeful and focused on customers.”
John Huggart, National Smart Meter Customer Code Chair
Who is involved
Meet the Independent Chair
John Huggart
John Huggart brings deep industry experience and a strong commitment to improving customer outcomes during Australia’s smart meter roll‑out. Known for his collaborative, practical leadership, John has played a key role in guiding retailers, distributors and metering providers toward clearer, more supportive customer experiences. He is passionate about lifting standards across the sector and ensuring customers feel informed, respected and confident as smart meters become a core part of Australia’s energy future.
Customer Code Builders
Customer voices
- Energesis
- Justice and Equity Centre
- Energy and Water Ombudsman of NSW
Advisors
- AusNet Services
Industry voices
- Alinta Energy
- Endeavour Energy
- EnergyAustralia
- Energy Queensland
- Essential Energy
- Horizon Power
- Momentum
- PlusES
- Rheem
Customer Code Signatories
- Endeavour Energy
- Essential Energy
- Enerven
- SA Power Networks
Resources + additional information
Making Smart Meter Installations Clear and Supportive
Download our new customer resource designed to help explain the Smart Meter installation process and the Smart Meter Customer Code, making the journey smoother, clearer and more supportive for households across Australia.
This accessible information was shaped through collaboration between consumer voices, metering companies, energy retailers and network businesses, all working together to design content that empowers customers with clarity and confidence.
This Customer Code aligns with:
Code Administrator
Speak to Anne Whitehouse, Independent Customer Code Administrator, to join the Customer Code Council or to become a Signatory.