Get to know your water meter
A water meter records the amount of water you use so that we can calculate your water usage charge. We read your meter every three months, or more frequently for some business customers. If you notify us that you are moving in or out of a property, we’ll organise a special reading so that you only pay for the water you use.
If the meter reading taken at your property is a lot higher than usual, we’ll notify you as soon as possible, either through SMS, email, or via a letter in the mail.
Your water meter is near your property’s front boundary, but this may differ if you have a unit, farm or business. Each meter has a stop tap to turn the water off for plumbing repairs or if one of your pipes has burst.
Things to know
Your meter must be kept clear of bushes and other obstructions so it remains accessible for our meter readers. This might mean you need to trim plants, remove weeds or reduce the amount of soil around the meter.
If there’s a dog near your property, our meter reading team needs to be comfortable that it’s suitably restrained.
If a member of our team can’t access your meter, they’ll leave a card in your letterbox. It will ask you to read the meter yourself and tell us the results so we can send you an accurate bill. Otherwise, you’ll get a bill based on an estimated reading.
There are different reasons why you may want to read your own water meter:
- To keep track of the amount of water you’re using.
- To try and detect a leak.
- To provide us with a reading so we can send you an accurate bill.
Meters can measure water use down to tenths of a litre. We only charge for the amount of kilolitres used (one kilolitre = 1,000 litres).
The black numbers on a white background measure the kilolitres used – these are the numbers we use on your bill. The other numbers in orange or red measure the litres. You can use these ones to work out how much water your average shower, laundry cycle or dishwasher uses. Make sure you turn off any other appliances that use water to give you an accurate ‘before and after’ reading.
If a meter reader visited your property and was unable to read your meter, or if you received an estimated reading on your last bill – then contact us to let us know your reading.
If you damage your water meter, it’s important that you contact us as soon as possible on 1300 926 666.
If you think your meter is reading too high, we can arrange a test. We charge a fee, but if we find the meter is faulty, we’ll adjust your account and waive the testing fee. Call us on 1300 926 666 to arrange a meter test.
