Meter maintenance

We use water meters to charge you correctly for the amount of water you use. 

If we can't safely access the meter to read it, or the meter's damaged, we'll estimate your bill based on your property's previous usage.
 

Property owners are responsible for maintaining all water pipes and fittings between our water main and the buildings/taps on your property - except the water meter. Although we're responsible for maintaining the water meter, we rely on your help.

Please make sure the area around the meter is clear and accessible so we can read, repair or replace it. Examples of hazards are when the meter is:

  • behind a locked gate
  • buried in concrete or dirt
  • hidden by trees, plants or grass
  • in an unsafe location on the property, eg there is a dog.
     


13 20 90
 to report a broken or damaged meter.

If you share a private joint water service, you must maintain that pipe. How you split these costs is between you and whoever shares it with you.

Meter clearance

Please keep the area around the meter clear of hazards such as concrete, dirt, shrubs or trees.

We own and maintain the water main (usually under the street or footpath) and the water meter at your property.

As part of our maintenance work, we replace meters when they've:

  • stopped
  • been damaged
  • reached a certain age
  • registered the maximum water use.

13 20 90 to report a broken or damaged meter.
 

Meter tap image

We're responsible for the water main and the water meter. Property owners are responsible for the other pipes.

Repairs on roads and footpaths

If you notice water leaking on the road or footpath,  report a leak online or call us on 13 20 90.


Repairs on private property

We'll repair your water service under certain conditions.

If there's a problem in your water system between our pipes and the water meter (up to one metre inside your property boundary), we'll repair it for free. For units, this is the master strata property boundary. 

Call us on 13 20 92 (24 hours / 7 days). You may also choose to hire a licenced plumber to do the work for you. 

If the leak is near your water meter, we'll ask you questions to make sure that the right person comes to your property and the repairs are done as soon as possible.

What we'll ask about the leak

  • Is the water leaking near the tap that turns the water to your property on and off?
  • Is the water leaking from the pipe leading up to the tap handle?
  • Is the water leaking from the body of the meter, where we read the numbers, or the bolts that hold the meter onto the pipe?
  • Is the meter number changing when you're not using any water inside your property?
What you need to know

We may not be able to do any work if the service isn't easy to access, the connection isn't authorised or covered by the Customer Contract or if it's a fire service. You'll need to hire a licensed plumber to do this work. 

If we repair a water service that's been  damaged or vandalised, we'll charge you to fix it. The cost will depend on the complexity of the work. We may need to turn off the electricity supply to safely complete the repairs. 

The property owner is responsible for any private property affected by repair work, eg concrete, pavers, retaining walls, rockeries etc.

A meter tap controls the water supply to your property. You can turn it on and off, but can't connect a hose to it or use it to fill a bucket. Sometimes the meter tap looks like a standard tap and sometimes it looks like a lever.

You may also have a regular tap near your meter that you can use to access water.

Licensed plumbers can repair the meter tap at your cost. However, as a free service, we'll fix the tap for you within 10 working days - usually within five days.


13 20 90 to request this service.


How can you get your meter fixed quickly?

We also provide an express meter tap repair service for just $99 (including GST).

From 7 am to 5 pm, we’ll come in three hours. If you call after 5 pm, we’ll do the repair between 7 and 10 am the next day.


13 20 90  to report the fault and request “express service”.


We'll add the $99 fee to your next water bill.

If the meter tap and pipe near it has been damaged, eg run over, hit by a lawn mower or vandalised, we may charge you extra to fix it.

Meter tap image

The meter tap controls the water supply to your property. You can't use it to water your garden.

Meter in a front yard

It's important to ensure there's at least 30 cm of clear space around your meter so we can safely access it.