How do I send you a meter reading?

Send a clear, time-stamped photo of your meter to support@termina.io and we will take it to your retailer for you. You do not need to contact the retailer yourself.

Termina is not your retailer, so meter reads sit with them. They record your usage from a smart meter or from a physical inspection, and when a read is not available they estimate it instead. That is the usual reason a bill looks higher or lower than expected.

Before you send anything, it is worth checking whether a read will help:

• If you have a smart meter, usage is sent to the retailer automatically and a manual read is not needed.
• If a bill looks wrong, open the invoice and check the read type. If it says Estimated and the amount looks too high, a photo of the meter gives us something to correct it with.
• If you are not sure, send us the invoice and we will check it before you do anything.

We do not publish a specification for the photo, so the points below are suggestions rather than requirements. Send more rather than less, and we will come back to you if the retailer needs anything else.

• Keep the numbers sharp and the whole display in frame.
• Leave the time stamp on. That is the part we ask for.
• A second, wider shot showing the meter and its label helps us match the read to the right meter at that business location.
• If the meter has more than one register, such as peak and off peak, photograph each one and tell us what each screen showed.

Invoices stay payable while a read is being looked into, unless the retailer confirms the bill is formally in dispute, so check with us before withholding a payment.

If a site needs a new meter altogether, we can arrange that as well. Email support@termina.io and our team will handle the application and follow it up with the retailer or distributor.