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Measuring the amount of water you use
We use water meters to charge you correctly for your water use and to ensure the quality of our water supply and networks.
When we'll read your meter
Generally, we try to read your meter every 3 months and then we issue your bill.
- If you are a business customer who uses a high volume of water, we may read your meter and issue a bill monthly.
- If you are a residential customer but would like to receive your bill monthly, you can request it for a fee. Current pricing can be found in our other prices. The fee will appear on the first bill each quarter. To arrange it, call us on 13 20 92 8am–5:30pm Monday to Friday (except public holidays).
If we can't read your meter
If we can't read your meter, we'll leave a self-read card in your mailbox and ask you to provide your reading.
Maybe your meter is:
- behind a locked gate or door
- buried in concrete or dirt
- hidden by trees, plants or grass
- on a property the meter reader felt it may be unsafe to enter (e.g. unrestrained animal, 'Beware of dog' sign).
If we can't record a meter reading, we will estimate your water usage based on past patterns, or base it on similar properties in your area.
Please keep the area around your meter clear.
If we can't read your meter
If we can't read your meter, we'll leave a self-read card in your mailbox and ask you to provide your reading.
Maybe your meter is:
- behind a locked gate or door
- buried in concrete or dirt
- hidden by trees, plants or grass
- on a property the meter reader felt it may be unsafe to enter (e.g. unrestrained animal, 'Beware of dog' sign).
If we can't record a meter reading, we will estimate your water usage based on past patterns, or base it on similar properties in your area. Please keep the area around your meter clear.
If we leave a self-read card
Tell us your reading within 3 days to avoid an estimated bill. You'll need to provide your account number (find it on the self-read card or a water bill), the date of your reading, your contact number, your meter serial number and the meter reading. There are 3 ways to contact us:
- Use our online form to tell us your reading.
- Call 1300 314 834 24/7 and talk to a real person.
- Send a text to 0478 308 922. Attach a photo of the reading plus the details written on your self-read card to save typing.
Options to avoid self-reading or estimates
If you have a locked gate
If your mechanical meter is behind a locked gate or door and you're happy for us to come onto your property, you can purchase an Abloy utility lock. Call Integrity Locksmiths on 1300 366 488 and tell them it's for Sydney Water access.
If we can't read your meter from the street
If your meter is in a location that requires us stepping onto your property and you'd rather we didn't, you can insist on your privacy. Consider getting a remotely read meter. We can read it from the street.
If you have dogs and other animals
Our meter readers cannot risk injury. They'll leave a self-read card if they see any evidence of an unrestrained dog or other animal (even behind a screen door), know of previous incidents, or see a 'Beware of dog' sign. Consider getting a remotely read meter. We can safely read it from the street.
How to read a standard mechanical meter
The white and black dial is the meter reading in kilolitres (kL). It may be 4 digits or 5 digits. You don't need to read the red numbers or pointers, which are litres. The meter serial number is 4 letters and 4 digits. Its location depends on the type of meter.
How to read a smart meter
The number to the left of the decimal point is the meter reading in kilolitres (kL). Some smart meters display other information, such as flow rates. The meter serial number is 4 letters and 4 digits. It's located under the bar code.
How to read a metered standpipe
The white and black dial (plus the number the black pointer points to, if there is one) is the meter reading in kilolitres (kL). It may be 5 digits or 7 digits. You don't need to read the red pointers, which are litres. The location of the meter serial number depends on the brand of the metered standpipe.
