Reading your water meter

If we haven't been able to read your meter, it's usually because of one of the following reasons:

• a vehicle was over your meter
• landscaping or vegetation was covering the meter
• the meter was behind a locked gate
• construction or other works prevented access to the meter
• extreme weather events

What happens when we can’t access your meter to take a reading

• We'll estimate the water usage charges on your next bill based on previous usage at your property.
• For landlords, this means you may miss the opportunity to pass on the actual cost of water usage to your tenants.
• As we are estimating the water usage charges, we are unable to detect a possible leak on your property, wasting precious water and money. Find out how to check for leaks on your property. 
• A leak may go undetected on your property, wasting precious water and money.

Just so you know, we require safe and unobstructed access to your water meter to obtain at least one actual reading within any twelve (12) month period

Why has my account received deemed consumption charges?

If an accurate water meter reading cannot be obtained, water consumption will be charged using the deeming rate.

The deeming rate is:

• 130 kilolitres per year for both residential and commercial properties
• 82 kilolitres per year for residential and commercial Community Title Scheme (CTS) properties
• 6000 kilolitres per year for metered standpipe water consumption

The deemed rate applies to residential and commercial properties, which:

• are not listed as vacant land
• do not have water meters installed
• have water meters installed that are unable to provide a reading and no previous consumption history is available (including complex metering or staged developments)

What you need to do

Ensure your water meter is clear of obstruction and accessible by our meter readers at all times. This is your responsibility under the Water Supply Act (Safety and Reliability) 2008. Please contact us if you're unable to meet this obligation. If the water meter remains inaccessible due to overgrowth or landscaping our crew may clear the area to ensure their safety.

Provide us with an actual meter reading by filling out the self meter read form. 

Learn how to read your meter. 

Keep your meter accessible

• Keep vegetation and surrounding plants trimmed
• Clear excess sand and mulch
• Ensure that landscaping such as paving, turf and decking are not covering the meter
• Apply for a meter relocation if necessary (fees may apply)

Water meters are usually located on the nature strip outside your property; your water meter will be set in the ground in a blue or black box.

Please keep in mind that if you live in an apartment, unit or townhouse complex, you may not have individual meters for each residence.

If you need help locating your meter, please contact us.

There are many different kinds of water meters installed across our service regions.

Most water meters contain black and red numbers. Black numbers refer to the kilolitres* of water used and red numbers refer to the litres used.

Some water meters have dials as well as numbers. In this case, the black numbers refer to the kilolitres* of water used, and the red dials refer to the litres of water used.

Please be mindful of potential hazards when reading your water meter.

Your meter number is a unique serial number found on your water meter at the property location. This should match the number located at the top of page two of your bill. If this does not match please contact us.

There is a 'windscreen wiper' built into most meters on the face of the dial. It is a small plastic toggle located above the dials. This is to wipe any dirt, grit or condensation off the face of the meter to make it easier to read and the dials visible.

To use the wiper, simply move the plastic toggle from left to right and this will clear condensation off the internal plastic of the glass.

If you have attempted to do this and are still unable to take a reading, please contact our Fault and Emergencies team on 13 23 64.

^{*1 kilolitre = 1,000 litres}

Leaks from pipes, plumbing fixtures and fittings can occur in any property, at any time, regardless of its age, location or construction method. They can occur in new homes, old homes, outside, inside, above or under the ground.

You should read your water meter regularly to monitor your usage and to help identify leaks either at the water meter or on your property.

Find out how to check for leaks on your property