Account Enquiries

What to Do When Your Bill Seems Higher Than Normal

There are many reasons why your bill may seem higher than normal:

• your bill may include the annual Parks Charge of around $60, usually billed in the July to September period
• you may have used more water
• there may be a leak on your property.

Check your meter reading to confirm that you have been charged for the right amount of water. Your meter reading should be higher than the one shown on the back of your bill.

If you have confirmed that the meter reading is correct, and believe that the amount of water is too much for your circumstance, it is possible that you have a leak. Do an overnight test to confirm whether you have a leak, and if you think you may, call a licensed plumber for assistance.

If you believe that your meter may be faulty you can apply to have it tested. 

• How do I read my meter?

  There should be a row of up to eight or nine figures on a white background behind glass on your meter. Some numbers will be in black, some in red. The red numbers show your water consumption in litres, while the black numbers record the kilolitres.

  The black numbers (kilolitres) are the ones that will be shown on the back of your bill. Compare the black numbers on your meter to the reading on the back of your bill.

  The reading shown on the meter should be higher than the latest reading shown on your bill. If the reading is lower, you may have been charged incorrectly. Please call us on 131 691 to assist.

• How do I complete an overnight test to check for a leak?

  Completing an overnight test will help you determine whether or not you have a leak.

  Firstly, take a look at your meter while no water is being used in your property. If the numbers on your meter continue to move even though you are not using water, this is a strong indication that there is a leak somewhere on your property. Some leaks may be slow and movement of the numbers on your meter may not be noticeable, so you may need to complete an overnight test. To do this you will need to:

  • read your water meter after you have finished using water for the night. Record both the red and black numbers
  • avoid using any water, such as flushing the toilet, overnight
  • read your meter again first thing in the morning. Read both the red and black numbers.

   

  If any of the numbers (red or black) have moved overnight, and you have not used any water, then this indicates that there may be a leak at your property.

• What should I do if I think I have a leak?

  If you think that you have a leak at your property, please call a licensed plumber as soon as possible. You may be eligible for a discount on your water bill depending on the type of leak and your personal circumstances. Please call us on 131 691 after a licensed plumber has repaired your leak to discuss assistance that may be available.

• How do I arrange to have my meter tested?

  If you believe that your water meter is not accurately recording the water used at your property, you can arrange to have your meter tested.

  A meter test fee is payable, depending on the size of your meter. We will then replace your old meter with a new one and take it away to be tested for accuracy.

  Meter testing is undertaken by an independant organisation.

  If your meter is found to be within a two per cent accuracy range it will be deemed to be accurate and there will be no adjustment to your bill.

  If your meter is found to be outside the two per cent accuracy range, we will refund the meter test fee to you. We may also make an adjustment to the usage charges you were billed, for the period that the meter was deemed to be faulty.