Meter maintenance

How we keep your water meter accurate

It's important that we don't overcharge (or undercharge) for the water you use, so your water meter needs to be kept in good working order. We own your water meter, so we're responsible for taking care of it. However, we may need your help so we can reach it easily.

If you still can't explain high water usage
If you can't detect a leak or explain high water usage, apply for a water meter test or call 13 20 92 8am–5:30pm Monday to Friday (except public holidays). We'll refund the fee and adjust your water usage charge if the meter is faulty.

What we maintain

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 have:

  • stopped
  • been damaged
  • become too old
  • registered the maximum water use.

If your meter is broken or damaged, call us on 13 20 90.

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

What we repair

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 24/7, 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 how complex the work is. We may need to turn off your electricity to complete the repairs safely.
  • As a property owner, you are responsible for any private property affected by repair work. This includes things like concrete, pavers, retaining walls and rockeries.

What you maintain

As a property owner, you're responsible for the water pipes and fittings between our water main and the buildings or 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 (at least 30 centimetres all around the meter) 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, for example, if there's a dog.

Call 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 the service with you.

Fixing the meter tap

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 for free within 10 working days (usually sooner). Call 13 20 90 to request this service.

Fix your meter tap quickly

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

Call 13 20 90 between 7am and 5pm and we'll be out within 3 hours. If you call after 5pm, we'll come the next morning.

Find out more about what you're responsible for maintaining by reading our Meter maintenance guide (496KB).