If you notice a water leak or your water bill is much higher than usual, follow the steps below to check whether you may have a leak on your property.
If a hidden leak causes a large water bill, we may be able to help reduce the cost. This is known as a leak remission.
If you notice a leak on public property, please let us know so we can get it fixed.
If you notice a water leak on someone else's property, please let the property owner know. If you can't contact them, you can report the leak to us.
You are responsible for fixing water leaks on your own property. You can fix it yourself or get a plumber to fix it.
How to test for a leak
Follow the instructions below to check to see if you have a water leak:
- Turn off all water in your house including your washing machine, dishwasher etc.
- Find your water meter. This is usually in a meter box near the front boundary of your property.
- The meter location and serial number can be found on your water account.
- Lift the meter box lid, then lift the plastic cover on the meter to see the numbers.
- Check your meter. If any of the dials are constantly ticking over, and no water is being used, you may have a leak.
Apply for a reduction for a large water bill due to a leak
If you have a water leak or damage to your water supply system that you could not reasonably have known about, you may be able to apply for a leak remission.
Policy 24/102 Remission of Excess Water Supply Rates helps homeowners and small businesses when a hidden leak causes an unusually high water bill. To be eligible, the leak must be repaired as soon as possible and you must provide proof of the repair.
Objectives of the policy
Consumers are liable for water supplied through the water meter and are responsible for the maintenance of the supply system on their property.
However, they may experience a leak or damage to the supply of which they cannot reasonably be expected to be aware. Council considers it is fair and reasonable to allow a reduction in charges in these circumstances.
The objective is to provide relief to ratepayers who have excessive water supply rates due to a fault (leak) in the internal reticulation serving their rating unit where they are unlikely to have known of the leak and it is unreasonable for them to pay those rates in the circumstances.
Criteria and conditions
Council may remit excess water supply rates where the application meets the following criteria:
- The ratepayer has applied for rates remission under this policy and provided information in the prescribed form on how the relevant criteria are satisfied and has completed relevant statutory declarations as may be required by Council.
-
Immediate action to repair or minimise water loss is taken by the ratepayer on notification to it of a leak or damage by the Council.
Proof of repairs are required, e.g. plumber's report, plumber's invoice, receipt for materials and photo of repair, and meter readings before and after the repairs.
Any remission will only apply from the previous reading date to the date of repair and consequential meter reading.
- A remission will not normally be granted where the leak is the result of incorrect installation. The fault must not be in the internal reticulation (above ground) and the like, where the ratepayer should be aware of the problem and able to take immediate remedial action.
-
That rating units used for residential purposes and rating units used for small businesses with usages equivalent to the average household be charged for consumption based on the daily average for the period in question for the given property, plus 50% (fifty percent) of the said average consumption.
At least two previous readings for the same period as the leak occurred are used to calculate the daily average for the property. Where that is more than the actual consumption recorded, any excess consumption over and above that charged is remitted.
-
That rating units used for business purposes with water usages more than the average household be charged for consumption based on the daily average for the period in question for the given property, plus 50% (fifty percent) of the said average consumption.
Where that is more than the actual consumption recorded, any excess consumption over and above that charged is remitted.
However, in extenuating circumstances, e.g. leak difficult to find, extremely high quantity leaked, any further remission will only be given at the discretion of the Water Services Manager and Revenue Manager.
-
Any remission under this policy is usually limited to one per current owner. Any further remissions for subsequent leaks on the same reticulation supply line may only be granted if the full reticulation system is replaced.
However, in extenuating circumstances, e.g. leak difficult to find, owner absent, multiple internal pipelines, any further remission will only be given at the discretion of the Water Services Manager and Revenue Manager.
Where appropriate the cost of water production (as determined by the Water Services Manager) may be used to calculate a remission.