Meter readings

How we know how much water you use

We read most meters once a quarter so we know how much water to charge our customers. You’ll see this amount referred to on your water bill as 'usage charges'. Usage charges are different from your fixed charges, which are for your connections to our water and wastewater systems and other systems we manage.

COVID-19 update
We’ve started reading water meters again across Greater Sydney under the latest NSW Health COVID-19 guidelines. However, as we still have limited staff on the road, your bill may be delayed. To keep meter readings contactless, we won’t enter a building to access your meter. If we're unable to access your meter, we’ll leave a card in your mailbox asking you to tell us your meter reading.

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What happens if we can't read your meter?

If we can’t get to the meter, we’ll leave a card and ask you to read the meter for us. We may not be able to read the meter if it's:

  • behind a locked gate
  • buried in concrete or dirt
  • hidden by trees, plants or grass
  • unsafe to enter the property, for example, if there is a dog.

Don't want to read the meter?

You can install an Abloy utility lock if your meter is behind a locked gate or door. This lets us read the meter and keeps your property secure. Read more about installing an Abloy utility lock (171KB).

We can also install a remotely read meter for a fee. We read these meters without setting foot on your property.

Abloy utility lock

If you prefer, you can install an Abloy utility lock (171KB)  if your meter is behind a locked gate or door. This will allow us to read the meter in future and keep your property secure.


How do I read my meter or standpipe?

Water meters

If we've asked you to read a meter, you'll need to tell us:

  • the date of your reading
  • your contact number
  • your unique meter serial number
  • all the black numbers (they are white on Itron meters).

The black numbers on all meters are the kilolitres and the red numbers or dials are the litres. We only need the black numbers to calculate water use.

The location of the meter serial number varies between meter brands. This is where you will find the serial number on the meters we're installing now.

Elster brand meters have the serial number stamped above the dials.

RMC brand meters have the serial number stamped on the rim.

Itron brand meters have the serial number printed at the bottom of the meter face.

Metered standpipes

When you read a metered standpipe, you'll need to tell us:

  • the date of your reading
  • your contact number
  • your unique meter serial number
  • all the numbers (some metered standpipes have a black pointer. You'll need to provide the number that this is pointing to also. You don't need to read the red pointers).

The location of the meter serial number varies between meter brands.

The reading for this metered standpipe is 0000016. This includes the 6 digit numbers and the number the black dial is pointing to.

The reading for this metered standpipe is 0000593. You only need to provide the digit numbers.

The reading for this metered standpipe is 00001. You only need to provide the digit numbers.


How can I provide a meter reading?

If we've left a self-reading card, please tell us your meter reading within 3 days. Otherwise, we'll estimate it based on your past usage. If this isn’t possible, we may base the estimate on the use of similar properties in your council area.

There are 4 ways to tell us your meter reading:

  • Tell us your reading online.
  • Call us on 9474 3700 Monday to Friday between 9am and 5pm.
  • Send an SMS or MMS to 0478 308 922. Include your account number, meter serial number and meter reading in your message.
  • Post the card back to us.

What happens if I don't read the meter?

If you're unable to read the meter when we ask, we'll estimate your water use based on your past use patterns. If this isn't possible, we may base it on the use of similar properties in your council area.


How can I get my meter read monthly?

If you'd prefer monthly bills, just call us on 13 20 92 to arrange it. It costs $37.14 a quarter and the fee will appear on your first bill each quarter.