FAQs

Customers with a new digital meter

This information is only applicable to new digital prepayment meters.

How do I use my prepayment meter ?

See the below video for a visual guide on how to use your prepayment meter:

What do I do with my unused tokens/power cards ?

If your new meter has not yet been installed, you should load your tokens on to the meter. The credit will be transferred to your new meter at the time of replacement.

If your new meter has been installed and you have unused tokens, you can return them to us. Simply fill in and return the Prepaid electricity token return form.

Who do I call for faulty/damaged meters?

Please contact Power and Water first on 1800 245 092 to assess the fault, safety and availability of the power supply. Depending on the cause of the fault/damage, the meter replacement may incur a charge. If it is chargeable, you or your tenancy officer will have to contact us on 1800 522 262 to organise the replacement of the meter and payment of the associated cost.

Who do I call for lost/damaged cards?

Please contact Jacana Energy on 1800 522 262 (Monday to Friday 8am to 6pm) so we can assist you. We can send you a replacement card at the cost of $20 per set, and inform you on how to top up in the meantime.

I have topped up, but the amount is not showing on my meter

When you top up in store, the amount is automatically sent to your meter. If there is a communication problem between the shop and your meter, the system will keep trying until it is successful. You can also apply the credit manually.

The 20 digit transaction number on your receipt is unique to your payment. To add your credit manually, press A, key in the transaction number, then press B. The meter will then show if the entry was accepted or rejected. Contact us on 1800 522 262 if you need further assistance.

I am going away for a while, what do I need to do?

Please make sure you have enough credit to keep key appliances such as your fridge and freezer running while you’re away.

I am moving in-out, what steps do I take?

If you are moving into a property that has a new prepaid meter and you don’t yet have a swipe card, please contact Jacana Energy on 1800 522 262 to make arrangements.

If you are moving to another home with a prepaid meter, you can take your swipe card(s) with you. Make sure you let us know so we can link your swipe card to the meter at your new home. If you keep using the card without telling us you have moved, you will continue to top up the meter at your old address.

If your new home does not have a prepaid meter, please leave the swipe card(s) behind for the new resident. Remember to let us know you are moving out so we can update the details to the new resident. Please contact us on 1800 522 262 to update your details.

More information

If after reading this information about common customer topics you still have questions, please contact us on 1800 522 262 to discuss. For more information you may also read our Guide To Your New Meter and Swipe Card and Quick Meter Reference Guide.