FREQUENTLY
ASKED QUESTIONS

Your smart meter upgrade will take an approximate of 6-10 weeks to be installed.

You’ll need a smart meter to make access all the features of your Flow Home contract.

You can still use Flow Home if your property currently has a basic meter, but you won’t have access to the full functionality of the product until a smart meter is installed. You also won’t have live consumption data available in the app until your smart meter is installed.

Without a smart meter, your exports during off-peak periods may receive 0c/kWh, and only a small portion may fall into the peak Happy Hour rate, depending on how your area’s load profile is applied.

However, if you currently do have a smart meter you will be able to access your FiT as soon as your account is live.

If you don’t currently have the required smart meter model, we’ll help arrange an upgrade for you once you’ve successfully signed up for Flow Home.

Please note that all customers based in NSW, QLD and SA will require a meter upgrade, even if there is already a smart meter onsite at the property. This upgrade will be carried out by Green Metering at no additional cost to you. The smart meter upgrade may take up to 10 weeks.

A smart meter unlocks many of the features of the Flow Home plan. If you have one, you’ll be able to view and shape your live data usage and access the Happy Hour FiT through the Flow Power app.

A smart meter will also accurately report when you used electricity, which will influence your Price Efficiency Adjustment.

If you live in NSW, SA or QLD, you’ll need a meter upgrade, even if you already have a smart meter.

We’ll organise this for you at no additional cost, in partnership with Green Metering, to ensure your meter has the full capability required to maximise benefits from your Flow Home contract. Due to recent delays the smart meter may take upto 10 weeks to be fully installed.

Live usage usually requires a working smart meter and a data connection. If either is still being set up or not communicating, live data may not appear yet. 

If you have a basic meter you won’t be able to influence your monthly electricity price until your upgrade to a live-data enabled smart meter is complete. Standard meters only show how much electricity you are using, not when.

Until your upgrade is done, your rate will use your distributor’s load profile. If you have solar, your peak and off-peak solar rates and Happy Hour credits will also be estimated. In the meantime, check the Energy Forecast in the app to see the most price-efficient times to use energy. 

There can be a short delay after installation before usage data becomes available in the app. 

Flow Power typically doesn’t charge for smart meter installation, but in some rare cases (e.g. when we need to change where your meter is housed) additional costs may arise.

We’ll always inform you and get your consent for any potential charges from us or third parties (like meter providers or distributors) before starting any work.

Additional charges may include fixing any wiring issues, safety hazards, asbestos or accessing the meter. If specialised metering equipment or weak mobile signals are needed, this could also result in additional costs.

Please note that it can take around 8-10 weeks for your smart meter upgrade to be completed once you’ve signed up.

If your home doesn’t have a live data enabled smart meter, we will arrange a metering upgrade. Here’s what the meter upgrade process will involve:

1: First, your home will need to be successfully transferred to Flow Power. (This can take around 7 days).  

2: We request a meter exchange for your house with the national metering database. (This can take around 7 days).  

3: Once the change request is accepted, we’ll ask our metering provider to arrange a date for the meter upgrade with you. (This can take around 8-10 weeks due to recent delays). 

4: The final step will vary dependent on your location. For customers based in Victoria, we will request for your distributor to pair your Flow Hub to your meter. For customers in New South Wales, Queensland and South Australia, once connnected, your smart meter will communicate directly with your Flow Power app.  

The metering upgrade process can take some time, but we’ll be here to support you through the upgrade journey. To avoid delays, please update us with your meter position and access requirements. 

The smart meter will remain on the property it was installed at (regardless of whether you’re renting or own your property) and can be used with any new electricity provider.

There are a few steps you can take to make sure the upgrade goes smoothly: 

• Ensure the installer can easily access your electricity meter (clear any objects blocking the meter box). 

• Secure pets, especially dogs, away from the work area. 

• Unlock any gates or provide access instructions. 

• Let us know if there are any safety concerns (e.g. asbestos meter panels, building work nearby). 

If your meter is inside your property (e.g. garage, laundry, basement), you’ll need to be home to let the installer in.

Yes, there will be a short interruption to your power supply (usually less than 30 minutes). The installer will let you know before switching the power off.

We work with accredited metering provider, Green Metering, who will contact you directly to schedule the upgrade. 

Please contact your Green Metering installer as soon as possible to reschedule. Missed appointments may delay your access to live data.

If your NMI or meter details look incorrect, please contact customer service so they can be checked and updated. 

Please note: If the NMI is missing the last digit, which is called as Checksum, it would be stored within our system, it’s just not displayed on the invoice as it’s a validation number.