Tell us your reading

We can't access some water meters to read them, so we may need your help to calculate your water use. We may also ask you to read your meter for some other reason.

Novel coronavirus (COVID-19) changes
To ensure the health and safety or our customers and meter readers, we will not be able to read all meters as usual this quarter.

If we've asked you to read your own meter, please complete the details below. If you're not sure how to read your meter, please check the 'Reading your meter' link below.

Thank you for your help and support.

Your details

First name

Last name

Phone

Email

I'm the property's

Owner

Occupier

Managing agent

Meter reading

Account number

Reading your meter

It's printed on your bill - top right hand side of page one

Meter serial number

It's stamped on your meter and printed on your bill - top left corner of page two

Meter reading

Enter the black numbers only

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See also

Find answers

What can you do if your meter is difficult to access?
We use water meters to charge you correctly for the amount of water you use. If your meter is hard for us to access safely, we won't be able to read it.

We may ask you to read the meter for us or we'll estimate your bill based on your property's previous water use. If we need you to read the meter for us, we'll leave a card at your property. You can tell us your reading online.

If your meter is always difficult to access, you may prefer to have a remotely read meter or install an Abloy utility lock.

Remotely read meter
For a one-off fee, we can install a remotely read meter that we read without going on your property.

Apply now!

Find out more about remotely read meters.

Abloy utility lock
If your meter is behind a locked gate or door, you can install an Abloy utility lock. This will enable us to read the meter and keep your property secure.
What can you do if you don't think you've used as much water as shown on your bill?
If you've just received your bill and feel the water usage charge is too high, there are a few things you can do.

Check your meter reading is accurate
Firstly, check the meter reading on your bill is correct. To do this, read the black numbers on your meter, then check the second page of your bill. If the numbers on the meter are a little higher than 'This Reading' (to allow for the difference between when we read the meter and when you received your bill), the reading is correct.

If the number on your meter is lower than 'This Reading' on your bill, please call us on 13 20 92 with the correct reading. We'll update your bill with the correct details.

Check for leaks
If the meter reading is correct, you may wish to do a simple test to check your home for leaks. Find out more about leak detection.

It's also a good idea to consider any possible reasons for an increase in water use. For example, you may have:
- changed your outdoor watering because of new turf and gardens, or hotter weather
- had extra people staying at your property
- filled a swimming pool
- changed a hot water system or other plumbing appliances.
Request a WaterFix® Concealed Leaks appointment
If the water usage on your water bill has increased, but you can't see a leak, you might need our WaterFix® Concealed Leaks service.
Our specialist team will be able to help identify leaks that are hard to find. WaterFix® Concealed Leaks comes with a market leading guarantee – if we don’t find a leak, the service is free.

Find out more about WaterFix® Concealed Leaks.

Request a water meter test
If you still think your water use is unreasonably high, you can pay to request a water meter test. We suggest this as a last resort, as meters are found to be accurate 80-90% of the time.

If the meter is found to be faulty, we'll adjust your water use charge and refund the meter test fee. If the meter is recording accurately, we won't refund the test fee.
Who will fix the tap at your water meter?
Meter taps
You'll find your meter tap next to your water meter. The meter tap controls the water supply to your property although it's not a regular tap. You can turn it on and off, but you can't connect a hose to the meter tap and you can't use it to fill a bucket.

If you also have a regular tap near your meter, you can use it to access water.

The meter tap controls the water supply to your property. It's not a standard garden tap.
Who's responsible for what?
We own and maintain the large pipes (mains) in the street and the water meter at your property.

The property owner is responsible for all the pipes and fittings that connect to the main. This includes the meter tap.

Who can fix the meter tap?
Licensed plumbers can repair the meter tap at your cost. However, we'll fix the tap within 10 working days for free as a courtesy to you. Usually we'll fix it within five days.

Call 13 20 90 to request this service.

How can you get your meter fixed more quickly?
Call 13 20 90 to report the fault and ask for our WaterFix® Express Meter Taps service.

For just $99 (including GST) we'll call at your property within three hours to start fixing your tap.

If you call after 5 pm, we’ll do the repair between 7 and 10 am the next day.

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.

Please read our Responsibilities of connected customers policy to find out more.
When can you move your water meter?
You may need to move a meter if it's in the way of a proposed fence or driveway.

If you need to move the meter more than 3,000 mm (3 metres), you must apply for a new water connection through Sydney Water Tap in™. You'll also need to apply to disconnect the existing water service.

Before you move the meter, please email our meters team and include:
- a drawing or diagram of the proposed meter position
- the property address
- your account number (if you have it)
- the reason for moving the meter
- how we'll access the meter in the new location.
We'll tell you if your proposal is suitable within seven days. Find out more about your meter.
Who pays for any costs involved?
The property owner is responsible for the cost of moving the meter.
How can you disconnect from our water or wastewater services?
You can apply to disconnect from our services at Sydney Water Tap in™.

If you're redeveloping your property, it's important to consider how this affects your service connections.

For example, if a property is demolished and no longer needs a water supply, a licensed plumber must disconnect the service at the water main.

You or your plumber can apply for the disconnection via Sydney Water Tap in™.

If the disconnection is only short-term, consider the cost of ongoing service charges compared to the costs of completely disconnecting the property.

If your development involves consolidating separate lots and you don’t need all the existing water services, you must correctly disconnect them. This ensures you aren’t billed for unused services and helps avoid future hidden leaks.

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Printed on: 4/03/21 04:32

URL: http://www.sydneywater.com.au/SW/accounts-billing/reading-your-meter/meter-readings/customer-self-read/index.htm

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