Meter maintenance

We use water meters to charge you correctly for your water use.

What you need to know

Since we own the water main (usually under the street or footpath) and water meter at your property, we’ll take care of them.

We replace meters when they've:

  • stopped
  • been damaged
  • gotten too old
  • 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 private property

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 90 (24 hours / 7 days) or you can call a licensed plumber to do the work for you.
If the leak is near your water meter, we'll ask you some questions to make sure we’re sending the right person to fix the problem quickly.

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 might not be able to fix the problem if your service isn't easy to reach, 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 instead.

If a water service has been damaged or vandalised, we'll charge you to fix it. The cost will depend on the complexity of the work and we may need to turn off your electricity 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.

As a property owner, you’re responsible for the water pipes and fittings between our water main and the buildings/taps on your property.

We're responsible for the meter. But, to maintain the meter, we need your help.

Please make sure the area around the meter is clear and accessible so we can read, repair or replace it. We can't do much if 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.

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 can pay a licensed plumber to repair the meter tap at your cost, or we can fix it or free within 10 working days (usually sooner).

13 20 90 to request this service.

Fix your meter quickly

If you need your meter fixed urgently, we offer an express service for $99 (including GST). We'll add this charge to your next bill. Be aware the charge may be higher if the tap and the pipe near it have been damaged, eg run over by a car or lawnmower.

Call 13 20 90 between 7am and 5pm and we’ll be out within three hours. Call after 5pm and we’ll come the next morning.

Be aware that the charge may be higher if both the tap and the pipe near it have been damaged, eg run over by a car or lawnmower.

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.