Properties connected to mains water supply have a meter that provides a reading of how much water is being used, so that we can bill customers accurately.
Our team reads domestic meters every three months (90-92 days), and commercial meters monthly (29-31 days). This is so we can issue accurate accounts for water usage.
Accessing the water meter
You'll usually find the water meter in a front corner of your property on the boundary line. Please make sure your meter clear of trees and shrubs to allow our meter readers clear access.
If you’d like to keep your gate locked, please buy a Power and Water padlock (with a fully-refundable deposit), so we can access your property to read the meter. To arrange a padlock, please visit one of our customer service centres.
If we can't access the meter
If we can’t access your property to read the meter, we will leave a card to let you know. You can read the meter yourself and submit a water meter reading to us within two business days. If we don't receive a reading from you within two business days, we’ll estimate your usage and bill you for this.
Reading the water meter
We need a reading of the first five or six digits, starting from the left, to calculate your bill. See the diagrams below for your meter type.
To read the water meter, lift the protective flap and record the number on the meter dial or screen from left to right. You don't need to supply the last three digits at the end (right hand side) of your dial.
This tells us how many kilolitres (thousands of litres) of water you have used since the meter was installed. We determine how much was used in the billing period by subtracting the amount of your previous reading from the current reading.
Mechanical water meters
On a standard mechanical water meter, there are five white dials we need to read for billing. For example, this customer has used 12,345 kilolitres of water since the meter was installed.
Digital smart water meters
We need the first six digits on our new digital smart meters for a reading. For example, this customer has used 123,456 kilolitres of water since the meter was installed.
If your water meter readings seem higher than usual, check the current read on the meter. If it is going up constantly, you may have a leak, which can be costly. Find out more about leak detection.
Sometimes people with high water accounts believe the meter is faulty and ask us to check. There is a charge for the service, which is refundable if the meter is found to be faulty. However, faulty meters are quite rare. Water meters are rigorously inspected and tested before installing.
Power and Water is responsible for supplying and maintaining the metering equipment, this includes the stop valve (meter isolation tap) on the meter.
Stop valves are installed on the Power and Water side of meters for Power and Water use to isolate infrastructure to carry out works including maintenance and repairs. Customers are advised not to rely on Power and Water infrastructure including stop valves, to control water supply to private property. Property owners can install water flow devices on the customer side of water meters.
Plumbing from the property side of the meter, including the customer up-stand, is the landowner's responsibility.
For more information or help with the water meter, please contact us.
This Metering Code sets out the rights and responsibilities of customers and Power and Water in relation to the metering of potable water, recycled effluent and non-potable water.
The Metering Code implements the requirements of our license and has been approved by the Utilities Commission.
The Code provides customers with confidence that they are being fairly and equitably charged for water or recycled effluent purchased from Power and Water.