If you would like another person to have authority to manage your account, you must provide us with a written authority.

Written authority is either:

a) a signed letter including:

  • the account holders full name
  • the property address
  • the postal address and/or account number
  • the authorised persons full name and contact details
  • the signature of the account holder.

b) completion of our online Authority to act form. Alternatively you can access a printable copy of the form here or by calling us on 13 26 57 (7am-7pm weekdays).

The above written authorities can be:

  • faxed to 07 3855 6099
  • scanned and emailed
  • mailed to Queensland Urban Utilities, GPO Box 2765, Brisbane QLD 4001.

Once your written authority is received, the details of the authorised party will be recorded on the account within five working days.

It is a good idea to add your partner to the account, as this gives you the flexibility that either person can ask us any question related to the account, and we can give either person full access to the account information.

By law, we can only give information to a person who is named on the account.

We deliver our services to the people of Brisbane, Ipswich, Lockyer Valley, Scenic Rim and Somerset. Each of our five regions has different volumes and charges associated with each tier.

For our Scenic Rim customers, we do not use a tiered charging method to calculate water consumption. All water consumption for these customers is charged at the same price per kilolitre.

You can change your details or postal address through MyAccount. Log in or sign up for MyAccount now.

Alternatively, you can complete one of the following online forms.

Eligible pension card holders are entitled to the State Government Pensioner Water Subsidy. You can find out more about the subsidy by visiting our Pensioner water subsidy section.

Queensland Urban Utilities does not issue ‘final accounts’ when a property is sold.  All financial adjustments for outstanding or overpaid amounts should be made at property settlement.  This is usually done by the solicitor or conveyancer as an adjustment to the final settlement figures.

Prior to settlement of the property sale, you or your solicitor should arrange a special water meter reading (SMR). The SMR service allows solicitors to correctly allocate responsibility of water and sewerage charges to the buyer and seller at the time of ownership change.

Important note

Any outstanding balance after a change of ownership will become the responsibility of the new property owner, as the debt remains with the land, not with the customer.
 

An account will be set-up for the property, not for each individual dwelling/unit.  The property owner will be issued a single bill for the entire property. 

Occasionally property owners may have installed individual water meters for each dwelling / unit to allow water consumption charges to be passed on to the tenant. This is agreed with the tenant in line with their Rental Tenancy Agreement, and we don’t have visibility of these arrangements. 

We establish accounts with the owners, operators or body corporates of retirement villages, not with individual residents.

The owner, operator or body corporate of the retirement village will be issued with a single bill, and will then charge residents and pass on any pensioner rebates if applicable.

Many retirement village residents will be pensioners and may be eligible for a subsidy on their water and sewerage account.  

If you are experiencing difficulty paying your bill, please contact us as soon as possible to discuss how we can assist you with managing your account. You or your representative can call 13 26 57 from 8am – 5pm Monday to Friday.

We offer a number of flexible options for bill payment. For details of all your options, visit the Payment options section

Payment options include:
  • Pay online
  • Direct debit
  • BPay
  • By phone
  • By mail
  • In person

You can also pay your bill through MyAccount. Log in or sign up for MyAccount now.

You can access your bills for the last two years through MyAccount. Log in or sign up for MyAccount now.

Alternatively, you can request a copy of your last bill using our online form, or request older bills by calling us on 13 26 57 (7am - 7pm weekdays).

Our charges cover the costs of supplying water to your home and disposing of it safely when you have finished with it.

For more information about how your bill is calculated, see How your bill is calculated

In accordance with the Water and Sewerage Services Code for Small Customers in South East Queensland (2013), we are able to retrospectively bill back to 1 July 2010. 

Retrospective charges are billed using the same method used to calculate your normal quarterly bill. Retrospective billing is applied the same way for both commercial and residential properties.

We may average your consumption over the period that is being retrospectively billed, if we have been unable to obtain quarterly readings. This avoids consumption being tiered at an incorrect rate.

Before retrospective bills are issued, we will attempt to contact you by phone if:

  • your bill is greater than $500 for residential customers
  • your bill is greater than $5,000 for commercial customers

We will send you a letter to explain your retrospective charges. You may wish to contact us to discuss a payment plan if required.

Residential property landlords will receive a quarterly water and sewerage bill. The bill 

  • requests payment for the water and sewerage services provided in the last  quarter.
  • shows the volume of water consumption at the leased property.
  • shows a comparison of water consumption at the property during the previous reading period, and the same period 12 months ago.
  • shows the comparison between water consumption at the property and the city’s average.

Residential property tenants will receive a Tenant Water Advice. The Tenant water advice

  • shows the volume of water consumption at the leased property.
  • shows a comparison of water consumption at the property during the previous reading period, and the same period 12 months ago.
  • shows the comparison between water consumption at the property and the city’s average.
  • is not an invoice and no payment is necessary.

Individual units in Community Title Scheme (CTS) properties that do not have water meters approved for individual meter billing do not receive a tenant water advice.  

By registering for BPay View®, you can receive and view your bill electronically. For further information, and to find out how to register, visit BPay View

You can also switch to paperless billing through MyAccount, by setting an email address to receive your bills. Log in or sign up for MyAccount now.

If water and sewerage services can be reasonably made available to a property (i.e. the infrastructure is running past the property boundary), the property owner is obliged to contribute towards the upkeep of these assets (i.e. in the form of access charges)

The access charge applies for each utility (water and/or sewerage) that can service the property, even if there is no connection to this infrastructure.

Residential water and sewerage charges apply in line with the region in which you live. 

As these properties are considered a business, there is an additional charge for the number of pedestals (toilets). These charges are based on a tiered system according to the number of pedestals on the property.

A single bill is issued to the property owner to reflect all water, sewerage and pedestal charges.

Water consumption is charged according to the volume of water used and is based on a property’s meter reading. The majority of our customers are billed quarterly and there are approximately 90 days in a meter reading period. 

Water consumption charges are based on a tiered system, which is reviewed on an annual basis by water industry experts. 

  • Tier 1 represents the lowest water consumption rate. 
  • Tiers 2 and 3 apply to properties that consume larger volumes of water.

The tiered system is designed to encourage responsible water use. Under the tiered system, the price of water increases with the volume used and is calculated on a per kilolitre rate (one kilolitre = 1000 litres). 

A multi-residential property includes two or more self-contained residential dwellings and/or units on one property and is considered to be a business.  

Examples of a multi-residential property include:

  • multiple dwelling (including flats, duplexes, attached houses, townhouses),
  • guesthouse, private hotel or hostel,
  • caravan park,
  • relocatable home, and
  • community dwelling.

If self-contained accommodation on a property is intended for the care and shelter of an aged family member, it is not considered to be a multi-residential property.

A retirement village is community style living designed for people typically over the age of 55. 

Retirement villages may consist of: 

  • Relocatable homes (typically found in caravan parks) 
  • Community title schemes 
    • multi-staged development with units 
    • stand-alone dwellings managed by a body corporate

Please note that an aged care facility, nursing or convalescence home is not classified as a retirement village. Retirement villages do not usually cover lifestyle resorts for people over 55 years of age.

Under the Retirement Villages Act 1999, all retirement village operators must register their schemes with the Department of Housing & Public Works.

Many retirement village residents will be pensioners and may be eligible for a subsidy on their water and sewerage account.

Retrospective billing occurs when accurate customer or property information is not available at the time of billing or when the services were provided. As a result we need to bill customers for water and sewerage charges that apply to previous billing periods. These are referred to as retrospective charges. 

Causes of delayed billing include

  • Change of ownership or information on a property subdivision.
  • Changes in land use.
  • New meter installations (e.g. for new property developments).

Retrospective billing typically applies to accounts where there has been no bill sent to the customer for two or more billing periods.

The South-East Queensland (Distribution and Retail Restructuring) Act 2009 provides us with the ability to bill water and sewerage charges, including retrospective charges.


If water and sewerage services can be reasonably made available to a property (i.e. the infrastructure is running past the property boundary), the property owner is obliged to contribute towards the upkeep of these assets (i.e. in the form of access charges)

The access charge applies for each utility (water and/or sewerage) that can service the property, even if there is no connection to this infrastructure

You may have received a reminder notice from us asking that you make payment of your latest bill. When we issue your bill we print the due date for payment below the total amount due. We provide four weeks for payment to be made before we issue a reminder notice.

Please be aware that payments can take up to 5 working days to reach us so, if you receive a reminder from us but have paid within the last 5 working days you can disregard the reminder. 

If you made your payment before the due date and have received a reminder, please contact us on 13 26 57 (7am-7pm weekdays).

You can also access copies of your bills, check your account transaction history and current account balance through MyAccount. Log in or sign up for MyAccount now.