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Gas Meter Mate frequently asked questions

General Information


Who is Jemena?

Jemena owns and operates a diverse portfolio of energy assets across northern Australia and Australia's east coast. We supply millions of households and businesses with essential services every day.

Our gas network is the largest in New South Wales, and we are proud to deliver natural gas hot water, heating, cooking and more to over 1.4 million customers every day.

Jemena owns and maintains the gas and hot water meters for our residential and commercial customers in NSW. We also look after your meter reading on a monthly or quarterly basis and provide those meter reads to your energy retailer who then issues your gas bill.

Jemena Gas Map

Who is my retailer?

Your retailer is the company you receive your gas bill from, and who you have a contract with to pay for the gas you use.


Why am I being asked to provide my own meter reads?

Providing your own meter readings is not mandatory. However, providing your own meter reads can help ensure that you receive accurate gas bills, based on your metered usage.

Additionally, to keep our customers and meter readers safe in the COVID-19 environment, we made some changes to our regular meter reading activities at some premises (e.g. where a gas meter is under kitchen sink/in hallway or foyer cupboard, laundry cupboard, etc), to comply with social distancing guidelines.

You can now obtain and provide your own meter readings to us via the Gas Meter Mate app, which we will then share with your retailer to ensure you receive accurate bills.


Can I provide my meter reads direct to my retailer?

Yes, you can still provide meter reads direct to your retailer. However, Jemena holds all master meter data information, that then gets sent to retailers for billing, so it's important that you send an accurate reading to us. The reads you share with us will become part of your usage history, no matter which retailer you may move to in the future. Getting more accurate usage will also assist us in calculating estimated meter reads, should we ever need to do so in the future. So, if you provide meter reads to us, you do not need to separately provide to your retailer.


I have another question not answered here.

Get in touch with us to ask a question or provide some feedback.


Call us: 1300 137 078

Email us: gasmetermatesupport@jemena.com.au


About Gas Meter Mate


What is Gas Meter Mate?

Gas Meter Mate is a digital application (‘app’) from Jemena, that allows gas customers in Jemena’s NSW Gas Network to record and submit their own gas meter reads, using a smart phone. The meter read info is then sent to your retailer so they can prepare an accurate gas bill for you.


I am not getting estimated reads at the moment as Jemena's meter readers have access to my meter. Can I use the Gas Meter Mate app?

No. At this stage the app is only for customers with access issues.


How do I access or get the Gas Meter Mate app on my smartphone?

You can download the Gas Meter Mate app from the Jemena website here or visit your app store: Google Play or App Store. Follow the app installation instructions to download and install Gas Meter Mate on your smartphone.


What happens once I have registered for the Gas Meter Mate app and added my property?

Once you have registered via the Gas Meter Mate app and added your property(s), your address will be removed from those that our meter readers automatically visit every reading cycle. This means you will need to provide your own self-reads every read cycle via the app to avoid estimated reads. Please note, our technicians and meter readers may still need to access your meter from time to time as part of our regular service schedule.


How is Jemena collecting the data I submit using the Gas Meter Mate app?
Jemena may use the information you provide when using the Gas Meter Mate app to:
  1. verify your identity for lawful purposes;
  2. disclose your information to:
    1. your retailer for lawful purposes; and
    2. Jemena’s suppliers and contractors to provide and support the Gas Meter Mate app and related services
  3. Disclose to its service providers (including outsourced and cloud service providers) and/or contractors to process, record and store the information to support and deliver the Gas Meter Mate app’s functionality;
  4. conduct research and analysis in an aggregated and de-identified form to improve the Gas Meter Mate app and related services and to develop new applications and services (in all such circumstances, Jemena will ensure that individuals remain anonymous); and
  5. send you correspondence from time to time for administrative purposes, password resets, tips on use of the Gas Meter Mate app and other notifications relating to the Gas Meter Mate app including meter reading information, service interruption notifications and application updates.

For the collection of all other data or personal information, please refer to the Terms and Conditions.


Where can I submit feedback about the app?

We'd love to hear your feedback. Send us an email at gasmetermatesupport@jemena.com.au


I want to uninstall the Gas Meter Mate app from my phone. Should I notify Jemena?

If you wish to uninstall the Gas Meter Mate app from your phone, you will need to delete your Gas Meter Mate profile altogether. You can do this within the app by clicking on 'Delete My Profile' in the 'My Profile' tab. Alternatively, you can contact Jemena by calling 1300 137 078 or sending an email to gasmetermatesupport@jemena.com.au with the subject line: Remove my Gas Meter Mate profile request.

Choosing to delete your profile will prompt us to remove all property addresses listed against it from your account, and trigger one of our meter readers to recommence taking physical readings of your meter(s).

If you wish to stop submitting self-meter reads for just one of the properties listed on your account, please contact us on 1300 137 078 or via gasmetermatesupport@jemena.com.au with the subject line: Gas Meter Mate – remove a property from app. Please be sure to specify the Meter Installation Registration Number (MIRN) for the property you wish to remove from your account, and we will recommence recommence to physical meter reads at that address once your request has been completed.


My Gas Meter Mate profile


What do I do if another person has already registered my property to a Gas Meter Mate profile?

Your property may have already been registered to another Gas Meter Mate profile, such as a previous home owner, tenant, occupant, or another household member. If you're unsure, call us on 1300 137 078 to let us know, and we can sort it out.


How can I delete my Gas Meter Mate profile?

You can delete your Gas Meter Mate profile within the app by clicking 'Delete My Profile' or by contacting us via the following channels:

Call us: 1300 137 078

Email us: gasmetermatesupport@jemena.com.au with the subject: Remove my Gas Meter Mate profile request

Once you have contacted us to delete your Gas Meter Mate account, we will process your request and send a confirmation email once your profile has been deleted.

After deleting your Gas Meter Mate profile, a gas meter reader will recommence taking physical readings of your meter(s).

Note: Your Gas Meter Mate profile will be deleted along with any personal information stored along with it, but this will not affect your gas service. If you wish to disconnect your gas service, please contact your retailer.


I've moved house and wish to remove my old property and/or add my new property to Gas Meter Mate. What do I do?

Once you vacate from your current property, we will automatically remove that address from the self-read route. To add your new property to your Gas Meter Mate profile, please contact us on 1300 137 078 or via gasmetermatesupport@jemena.com.au with the subject line: Gas Meter Mate - remove property.

Once you have notified us about your move, we will remove your old property from your profile. You will then be able to add your new property to your Gas Meter Mate profile if you wish to submit meter readings for your new property via the app.

Please, don’t submit any reads for your previous address (the property you have already moved out of).


I've switched retailers. Do I need to do anything with my Gas Meter Mate profile?

No, you don't need to change or do anything if you have switched retailers and want to keep using the Gas Meter Mate app. Easy!


Register & login to Gas Meter Mate


Gas Meter Mate won't accept my password.

Passwords need to meet the minimum criteria. Passwords must be at least 10 or more characters – including at least:

  • 1 uppercase letter
  • 1 lowercase character
  • 1 number
  • 1 special character (e.g. * or #)

Can someone else in my household register for a Gas Meter Mate profile?

Yes. You can have multiple household members registered for the app and associated with a property. Multiple people are allowed to submit readings for the same gas and/or gas hot water meter(s).


Adding a property


What is a MIRN? Where do I find my MIRN to set up my property on Gas Meter Mate?

A MIRN refers to a Meter Installation Registration Number. It is the unique number associated with your property and the meter(s) on your property.

You can locate your MIRN (sometimes referred to as the ‘DPI’) on your gas bill, usually under the gas usage section. Your MIRN will be 10 or 11 digits and start with 524 if you are a Jemena customer.

Once you enter your MIRN, we will be able to find and locate the gas and/or gas hot water meter(s) on your property on our system, so you can begin to submit reads for them.

If you can't locate your MIRN details on your bill, contact your retailer for additional help.


What is a Meter ID? Where do I find my Meter ID to confirm that I'm adding the right meters to my Gas Meter Mate profile?

Meter IDs are unique serial numbers associated with the specific meters. You can find your Meter IDs on your gas bill, usually under the gas usage section. Meter IDs typically start with two letters (e.g. EA, JX) and are followed by 6 numbers. You can also find your Meter ID on the meter itself.

If for any reason, the Meter IDs in your app do not match either your gas bill or the physical meter, please give us a call 1300 137 078 and we'll resolve this for you.


I have more than one property that I want to submit gas and/or gas hot water meter readings for. Can I register more than one property on Gas Meter Mate?

Yes, you can add multiple properties with gas and/or gas hot water meters to your Gas Meter Mate profile. Simply click 'Add a property' at the bottom of your home page to add property details.


The meter ID or number in the app doesn't match the meter ID or number on my bill or on my actual meter. What do I do?

If the meter IDs or numbers on your actual meter, gas bill, or app are different in any way, please contact us on 1300 137 078 and we will resolve this for you.


Reading my meter


Why should I use the Gas Meter Mate app to submit my own meter reads?

Submitting your own gas meter read to Jemena using the Gas Meter Mate app helps you to ensure accurate meter reads, allowing you to stay in control of your gas bills. Provided the read(s) you submit for your meter(s) pass our validation and checks, your gas usage will not need to be estimated, as the meter read you record using the app is precise and will record your actual gas usage up to that time.


Where is my meter located?

Your gas meter will be typically located outside the home, at the side of your house or near the front fence. Sometimes you’ll find your gas or hot water meter located under your kitchen sink, in a hallway cupboard, or in a common area of the building if you’re in a complex.

Watch out for your head if you are looking for your meter in a tight corner or under a sink! Be careful to check for spiders or other insects living on or around your meter before obtaining your read.

If you can't find your meter, you may be on an embedded network. Contact your retailer or network operator for help or questions.


I can't find my meter and I live in a complex or high rise building. What should I do?

You may not have easy access to your gas and/or hot water meter(s). Contact your building manager, strata or real estate agent who may be able to help you locate your meter.


What happens if I can't access one of my meters?

If you have multiple meters (e.g., gas and gas hot water) and you are unable to access one of the meters, you can still submit reads for the meter you do have easy access to.

If you submit the read and photo for your accessible meter within the scheduled read window and it passes our checks, your read will be sent to your retailer to be used for your next bill. The other meter will be estimated.

Remember to be careful when trying to find and access your meters! Watch out for your head if you are looking for your meter in a tight corner or under a sink. Be careful to check for spiders or other insects living on or around your meter before obtaining your read.


What does my gas or gas hot water meter look like?

How do I read my meter at home/residential property?

Here are some examples of what gas and gas hot water meters look like:

Gas Meter 1 Gas Meter 2 Gas Meter 4
Gas Meter 3 Gas Meter 5 Gas Meter 9
Gas Meter 7 Gas Meter 8 Gas Meter 10 Gas Meter 6

How do I read my meter at home/residential property?

Depending on the type of gas or gas hot water meter you have at home, you will need to enter in the numbers to submit a reading. Don't forget, we encourage you to submit a photo of your meter also to ensure it can be used on your next bill, provided it passes our checks and validations.

What does my gas or gas hot water meter look like?

How do I take a photo of my meter?

Be Safe! Watch out for your head if you are looking for your meter in a tight corner or under a sink! Be careful to check for spiders or other insects living on or around your meter before obtaining your read.

For gas meters:

Enter all digits left to right, including all leading zeros (if any). For example, if your meter reads 00123456 type in 00123456.

For gas hot water meters:

Odometer style dials - enter all digits left to right, including all leading zeros (if any). For example, if your meter reads 00123456 type in 00123456.

LCD screen display - Press the button to wake up the display, - enter all digits left to right, including all leading zeros (if any).  For example, if your meter reads 00123456 type in 00123456. If you don’t see any leading zeros on your hot water meter enter all digits left to right, excluding the last rightmost digit.


How do I read my meter at my commercial property?

Depending on the type of gas or gas hot water meter you have at your commercial property, you will need to enter in the numbers to submit a reading. Don't forget, we encourage you to submit a photo of your meter also to ensure it can be used on your next bill, provided it passes our checks and validations.

How do I take a photo of my meter?

For gas meters:

Enter all the digits with a solid black background and white numbers, from the left. This could be 4 to 7 digits.

When entering your reading, do not include:
  • Any numbers after a decimal point or comma
  • Any numbers outlined with a red or black box
  • Any numbers that have a white background with black or red numbers
  • Any numbers that have a red background with white numbers
For gas hot water meters:

Odometer style dials - enter the first six numbers from the left, whether they are black and white or red and white. Include all leading zeros.

LCD screen display - enter the first seven numbers from the left, ignoring the decimal point if there is one. Include all leading zeros. Do not include the decimal point in the reading.

Commercial Gas Meter 1 Commercial Gas Meter 2 Commercial Gas Meter 3
Commercial Gas Meter 4 Commercial Gas Meter 5 Commercial Gas Meter 6

How do I take a photo of my meter?
When taking a photo of your meter:
  • Ensure the photo is from the last 24 hours.
  • Ensure you can clearly see the face of the meter, any text or numbers on the meter, and all the dials. Check that the numbers are clearly legible.

Watch out for your head if you are looking for your meter in a tight corner or under a sink! Be careful to check for spiders or other insects living on or around your meter before obtaining your read.


What happens if I can't or don't want to provide a photo of the meter reading?

We always recommend you attach a photo of your read, but we understand that this is not always possible.

When you can attach a photo with the reading you provide, and it passes our checks and validation, we will be able to send the read to your retailer as an ‘actual’ meter reading, so that they can provide you with an accurate gas bill.

Where a photo can’t be provided or validated, the read you provide will be sent to your retailer as a ‘Customer’ read. It may then appear on your bill as a 'Customer' read. Unlike an 'actual' meter reading, under the regulatory obligations that apply to Jemena and your retailer, a ‘Customer’ read has some restrictions on where and how it can be used.


How will I know when to submit a meter read?

You will be sent push notifications to remind you when meter read(s) are due. This is why we recommend you allow push notifications from the app.

You will receive a reminder that your meter read(s) are due four days in advance, and another on the day it is due. You can submit your meter read(s) any time between receiving your first notification and the day it is due.


What happens if I don't submit a meter reading on time?

You can add a read at any time, however if you submit a read for your meter(s) oustide of your scheduled meter reading "window", your read will only be kept as information and will not be used for your next bill. If you don't provide a read at all, your next gas bill will likely be estimated.

If we haven't received a read from you via the app after two scheduled read periods, we'll transfer you back to the normal physical meter read process where a meter reader will visit your property. If you wish to provide your own reads again, simply re-add your property to your Gas Meter Mate profile.


Can I change my scheduled read date?

No, unfortunately you cannot. These scheduled read dates and windows are part of the regulatory requirements that apply to Jemena to ensure we send your consumption data (meter read) to your retailer so you are billed on time. We are required to read your meter based on a monthly or quarterly meter reading cycle (an actual meter reading cannot be performed at any time).


Why is it important to submit a meter reading on time?

Your gas meter records the amount of gas or gas hot water you consume. We read your meter at scheduled intervals and pass the data on to your retailer for billing. By providing a meter read on the date scheduled, we can ensure the data is more easily validated and provided to your gas retailer in time for your next bill.

If your meter is read late, an automated meter read estimate will be sent to your retailer, which could lead to your next bill being based on that estimation. Estimated bills could potentially not reflect the consumption of your particular meter(s), and therefore may be higher than you expected.


What happens after I submit my reading? What does 'processing my read' mean?

Once you have submitted your reading, we will process it and carry out the checks we need to ensure it can be used on your next gas bill. These checks are carried out by the Jemena team - this is what "processing your read" means.

We will update your Gas Meter Mate home page to let you know that the read(s) you have submitted have been accepted, and that they will be sent to your retailer to be used on your next gas bill.

If your read is unsuccessful, we will also let you know on your Gas Meter Mate home page, and you can retry your submission, or give us a call on 1300 137 078 and we'll be happy to help.

Note: If you are outside your scheduled meter read window, your reading will be captured as a reference only and passed on to your retailer records. Your retailer will then decide whether to use this reading for your next bill.


Will you contact me if there is a problem with my read?

If the meter read you provide does not pass a series of validation checks, your reading will be estimated. You will be informed via your Gas Meter Mate home page if your read has been accepted and sent on to your retailer for your next bill.

We check to ensure the meter number you provide matches the number we have registered to your premises, the read is not less than your last meter reading, and that it’s aligned to your history of usage.


I've made a mistake and accidentally entered in the wrong numbers and submitted my read. What should I do?

If you think you made a mistake in a read you've submitted, you can re-submit a read the next day (we currently can only accept one read per day, per meter). Follow the same steps to submit a new reading. Your revised reading will then be processed as usual.

Alternatively, you can call us on 1300 137 078 and we will correct your read.


I no longer with to submit my own meter reads. What should I do?

If you no longer wish to submit meter readings via the app for all of your listed properties, you will need to delete your Gas Meter Mate profile. You can do this within the app by clicking 'Delete My Profile' in the My Profile tab. Alternatively you can contact us via the following channels: 1300 137 078 or gasmetermatesupport@jemena.com.au with the subject: Remove my Gas Meter Mate profile request

Choosing to delete your profile will prompt us to remove all of the properties listed against your profile from your account and normal meter reading processes where a meter reader will take physical reads of your meter(s) will recommence.

If you wish to stop submitting meter readings for only one of your listed properties in the app, contact us on 1300 137 078 or via gasmetermatesupport@jemena.com.au with the subject: Gas Meter Mate - remove a property from app. Please specify the Meter Installation Registration Number (MIRN) for the property you wish to remove from your account. We will remove the requested property from your account and return you to normal meter reading processes completed by a meter reader taking a physical read of your meter(s).


My gas bill


Will the meter read I provide appear on my gas bill?

Once validated by Jemena, we will forward your meter read to your gas retailer. If the read on your bill does not match the one you provided, contact your retailer to confirm they received your self read.


I've been billed based on an estimate. Can I have this corrected?

Yes. You will need to provide Jemena with an accurate meter reading, preferably including a photo of your meter, to have your estimate corrected. However, you should check with your retailer first to confirm they received your self-read.


Faults & emergencies


Something is wrong with my meter. What should I do? (e.g., looks broken, dials aren't moving)

If you think your meter is faulty or broken, please contact us on 131 909 to let us know.


I can smell gas on my property. What should I do?

If you smell gas on your property, please contact us on 131 909 to report a suspected gas leakage. To report non-emergency gas leak, click here