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Get a credit for water you didn't use
Call us to apply for a hidden leak allowance if a plumber or qualified technician has identified and repaired a hidden leak on your property.
How to apply
Only the property owner or authorised contact can apply. You can call us on 13 20 92 8am–5:30pm Monday to Friday (except public holidays). Please have this information ready:
- property address
- date leak was fixed
- meter serial number
- photo of the meter reading after the hidden leak was repaired
- date meter was read
- licensed plumber's or qualified technician's business name, ABN, contact phone number and licence number where applicable
- licensed plumber's or qualified technician's invoice.
Hidden leaks are challenging to find and repair.
How to tell if you may have a hidden leak
Unlike visible water leaks from taps or toilets, hidden leaks are leaks you can't see. They may be drinking water or recycled water. But there are clues. Your water bill may have gone up unexpectedly even though you haven't changed the way you use water. For example, you've recently filled a swimming pool or had guests staying with you.
Find out more about leak detection.
Eligible leaks
If a licensed plumber or suitably qualified technician has found and repaired a hidden leak on your property, you can apply for a hidden leak allowance on your bill.
We'll review your bill if:
- A licensed plumber or qualified technician has repaired the leak.
- You weren't aware of the leak. You couldn't see or hear it (as determined by your licensed plumber or qualified technician).
- You maintained your water service. There weren't obvious defects that you didn't fix.
- You tell us about the leak within a year of your licensed plumber or qualified technician repairing it.
- We haven't provided another hidden leak allowance on this property in the past 5 years.
We can't offer hidden leak allowances for visible leaks. This includes damp soil or consistently wet grass, or on taps, toilet cisterns, dishwashers or washing machines. Vacant land and unoccupied properties – including building sites – don't qualify.
How we work out the allowance
Both residential and non-residential property owners receive a goodwill credit for 50% of the water usage charge for the most impacted quarter. If you have multiple meters, the allowance will be based on the reading from the affected meter only. Each property is eligible for one allowance every 5 years.
If you're a non-residential property owner who has wastewater charges, 100% of the increase in your wastewater usage charges will be covered. All wastewater events are covered. There is no 5-year limit.
You'll find more details in our Allowance, rebates and concessions on your bill policy.