Frequently Asked Questions

1. How have my annual service charges been calculated?

2. What is the rateable value and how do you calculate it to use on my account?

3. Why do I have annual service charges for my vacant land?

4. Why do I have to pay for drainage charges on my property?

5. Why have I received an adjusted charges account?

6. How have my water use charges been calculated?

7. How did you estimate the water use when my meter was found out of order?

8. Why has my water use account increased?

9. Why does my account show interest charges?

10. Why does my account display an opening balance or overdue charges?

11. I am unable to pay my account by the due date, what can I do?

12. What rebates or concessions are available to pensioners and seniors?

13. I am buying / selling a property. What do I need to do?

14. I am a tenant moving house. What do I need to do?

15. I would like the account for water use changed into my tenant's name. What do I need to do?

16. Why do I have to pay for my tenant's water use?

17. Can I water my new lawn / garden outside of rostered watering hours?

18. Why am I charged a credit card transaction fee?

1. How have my annual service charges been calculated?

If your property is residential or vacant land, we apply a fixed charge for water.  For sewer and drainage, we apply a charge, calculated by applying a rate-in-the-dollar (in cents) to the rateable value (GRV) of your property.

If your property is non-residential (commercial), we apply a charge for water based on the size of the metered service.  For sewer, the charges are based on a combination of the number of major fixtures (e.g. toilets, water closets, urinals, pan washers) and the volume of water that you discharge into the sewer.  For drainage, we apply a charge, calculated by applying a rate-in-the-dollar (in cents) to the rateable value (GRV) of your property. 

It is important to note that for all properties, we have a minimum charge for both sewer and drainage.

The annual service charges are displayed on the back of your account.

2. What is the rateable value and how do you calculate it to use on my account?

The rateable value (also referred to as the gross rental value or GRV) is a figure provided by the Valuer General that we use to calculate sewer and drainage charges.

The rateable value can be based on the annual rental value of the property (if it were rented), or a percentage of the vacant land value.  Any objection to your rateable value must be lodged with the Valuer General (contact details below) within 60 days of the issue of the account.

Valuer General
PO Box 7201, Cloisters Square
Perth  WA  6850

General Enquiries:  (08) 9429 8400     Hours:  8.30am - 5.00pm Monday to Friday

While you may request for your rateable value to be reviewed, you are still required to pay your annual service charges by the due date.

3. Why do I have annual service charges for my vacant land?

We base our annual service charges for water, sewer and drainage on the availability of these services (not connection). All properties able to connect to, or benefitting from, our services must contribute to the cost of providing and maintaining these essential services.

There is significant cost in making a service available to vacant lots, whether the service is used or not. It would be unfair to recover these costs only from the customers who are connected to these services, and to allow those who will use the services in the future to be subsidised.

4. Why do I have to pay for drainage charges on my property?

Drainage charges apply to all properties located within a declared drainage catchment area. The catchment area is the area of land that contributes to, or benefits from, the collection and disposal of all excess surface water by one of the our main drains.

Excess surface water is caused by the introduction of roads, houses, buildings, and carparks etc., that collect and concentrate rainfall which in native bushland would drain away naturally. Without the drainage system present, some properties within the catchment area may not be able to be developed while others would be prone to flooding.

5. Why have I received an adjusted charges account?

You have received an adjusted charges account because the basis on which you were originally charged has changed.

For example, there may have been a change in:

  • Land use eg. where a new house has been built, or an old house demolished;
  • Classification eg.  where a house has been converted into a doctor’s surgery; or
  • Service availability eg.  where a sewer main has been extended and your property can now be connected.

The adjusted charges account will advise you of the additional charges to be paid by the due date or the credit adjustment and the new balance resulting from the change.

6. How have my water use charges been calculated?

Your water use charges are based on the number of kilolitres you have used during a reading period, multiplied by the price per kilolitre.

We read meters and issue water use accounts twice a year in the metropolitan area, and three times a year in country regions.  After each reading we will send you an account for the water you have used in the period since the previous reading.

The price per kilolitre is based on a tiered scale, with the price per kilolitre increasing as you use more water during the year.

Most residential properties pay the same per kilolitre for the first 300 kilolitres of water used during a reading year. After that, the price per kilolitre may vary, depending on where your property is situated, and the cost of delivering water in that area.

For residential properties, the calculation of your water use charges is displayed on the back of your account. A table showing the cost per kilolitre that you will be charged for water used in your next reading period is also displayed here.

  Rates and charges
  

7. How did you estimate the water use when my meter was found out of order?

If a valid meter reading cannot be obtained from your meter, we will estimate your water use for the reading period of the account.  In normal circumstances, this will be based on your actual water use during a similar period last year.

We may not be able to obtain a valid meter reading because:

  • The meter has stopped registering, which can be confirmed by reading the meter after turning on a tap;
  • The meter display cannot be read eg. condensation, staining;
  • The meter is significantly damaged.

When we apply an estimate, we do so on the basis that most people’s water use habits do not change from one year to the next.  Having said that, if your circumstances have changed (eg. you have installed a bore, there is a reduction in the number of occupants), we are happy to review our original estimate.  

You are required to pay your water use account by the due date while there is any review undertaken from your enquiry or objection.

8. Why has my water use account increased?

There are a number of factors that can contribute to your residential water use account increasing in both the total dollar value and/or the kilolitres recorded.

Total dollar value increase

You can check your current account and see if you have been charged at a higher price per kilolitre than you were on your previous account.

  • Water use is charged at an increasing price per kilolitre as you use more water during the reading year. The water use charge is reset at the lowest price when a new reading year commences. The back of your residential water use account will show you what your water use has been charged at to date and also what your water will be charged at on the next account.

You can check your current account and see if you have used more kilolitres for the current reading period than you did on your previous account.

  • Generally more water is used in a reading period that includes hot summer months compared to cooler winter months. Consequently accounts for more water used in hotter summer months have a higher dollar value.


Total kilolitres increase

You can check the list below to see if it identifies why you have an increase in kilolitres on your current water use account;

  • Have you had any leaks or bursts repaired? You may be eligible for an allowance to offset the water lost provided a licensed plumber has made the repairs. We need you to provide us with the plumber’s report for the leak or burst repairs.
  • Have you compared the water use of your current account with a different period or a different property?
  • Has the number of people living in the house increased?
  • Have you changed your watering patterns (e.g. new or changed gardens/lawns or now use irrigation)?
  • Have you had any new fittings (e.g. taps) installed and/or internal pipes changed?
  • Have you had any new or additional appliances (e.g. dishwasher, washing machine) installed?
  • Has the water pressure increased in the past year?
  • Do you think there was a meter reading error? To check, read your meter and compare it to the meter reading shown on the back of your account. Your meter reading should be slightly higher than the reading shown on the account. If the reading you have taken is less than the reading shown on the account, a meter reading error may have been made. We need you to advise us.
  • Do you think you have a hidden internal leak? To check, turn off all taps and water-using devices and read the black and red numbers of your meter. Wait for at least 15 minutes (recommended one hour), and then read the black and red numbers of your meter once more. If the numbers have changed, this test confirms you have a leak and we suggest that you employ a licensed plumber to locate the leak and repair it. We need you to provide us with the plumber’s report for the leak repairs.

9. Why does my account show interest charges?

Your account will show interest charges if any amount is not paid by the due date shown on the original account.

We charge interest calculated on a daily basis from the day after the account’s due date.  Any interest that has accrued against an overdue amount is billed with the next account.

10. Why does my account display an opening balance or overdue charges?

An opening balance relates to a credit on your account, which may be the result of a previous bill being overpaid, or an amount previously billed being reduced.   

Overdue charges relate to a debit on your account, usually as the result of a previous bill being unpaid or under paid.

Your account will display an amount as already issued or already billed when there has been an account issued recently that has not been paid but the due date has not yet expired either. This may occur where an instalment for annual service charges coincides with an account for water use.

If this is your first account after purchasing a property you may wish to check with your settlement agent to confirm the amount to be paid.

11. I am unable to pay my account by the due date, what can I do?

You should contact us immediately on 13 13 85 to discuss the best way to clear the charges.  There are a number of options we can offer you, including:

  • An extension of the payment date, for a short period of time;   
  • A formal arrangement whereby you can pay this account in instalments.

We are able to provide additional assistance to customers who are experiencing genuine financial hardship.

12. What rebates or concessions are available to pensioners and seniors?

If you are an owner / occupier

If you are a Pensioner Concession Card or State Concession Card holder you could receive a rebate of up to 50% off your annual service charges account, or you may be eligible to defer those charges.  You may also be eligible for a concession on your water use charges.

If you are a State Seniors Card holder you could receive a rebate of up to 25% (capped) on your annual service charges account.

If you are a holder of both a State Seniors Card and a Commonwealth Seniors Health Card you could receive a rebate of up to 50% off your annual service charges, or you may be eligible to defer those charges.

Call us immediately on 1300 659 951 to make an application or complete the online Concession Application form.

If you are a Tenant

If you are a Pensioner Concession Card holder or State Concession Card holder who is renting a property, you could receive a concession on your water use charges.

To qualify, you must occupy the property and be responsible for the water use charges for the full period to which the charge relates.

Call us immediately on 1300 659 951 to make an application.

Note: A separate application is NOT required if you are:

  • Already registered with us for an annual services charge rebate;
  • A tenant of the Department of Housing. If you occupy a property owned by the Department of Housing, please speak to your Housing Services Officer regarding your water use concession.

To apply online:

  Pensioners / seniors concession application
  

13. I am buying / selling a property. What do I need to do?

If you are using a settlement agent, you do not need to contact us, as they will manage the process on your behalf. 

It is a good idea however to check with the settlement agent to make certain that a final water meter reading for the previous owner / occupier has been conducted before you move into a new property.  This will ensure that you are only charged for the water that you use.

You should also check with the settlement agent to see if any account balance will remain after a purchase of a property. In the event that these charges are not cleared, the amount outstanding will transfer to you, the new owner.

If you are buying or selling a property privately, without the help of an agent, you will need to contact a number of authorities in order to obtain the relevant information to do the settlement. You should contact us by using our online feedback and comments form or by telephone on 13 13 85 to obtain the Advice of Sale form. This can also be obtained from the Office of State Revenue.

The authorities that you should notify include the Water Corporation, your Local Government Authority, Western Australian Land Information Authority - (DLI) and the Office of State Revenue. Fees for the provision of this information are applicable and can be obtained from the above authorities.

If you have purchased a property, we do not disconnect the water supply when the property is vacated so water will be available to you when you move in.

It is important that if the property you purchase has an automatic mains irrigation system, you should familiarise yourself with how the system operates, how much water it uses and your property’s scheduled watering days.  This will enable you to avoid breaching the current watering restrictions and having any unexpected high water use accounts.

If you are a pensioner or senior, the rebate or concession on an existing property does not transfer to the new property. If you are changing your place of residence you can reapply for your rebate and / or concession by calling us immediately on 1300 659 951 to make an application.

If you are purchasing a property that you will not be living in, a rebate will not be granted as concessions only apply to the residence you occupy.

14. I am a tenant moving house. What do I need to do?

You need to confirm with the property owner (or their appointed agent) that the water meter will be read at the property you are vacating and at the property you are moving to.  This will ensure that you are only charged for the water that you use.

Meter readings at the beginning and end of each tenancy enable the property owner or agent to determine the volume of water used by each tenant and to bill them the correct charges.

If you are a pensioner you will need to reapply for a water use concession if you are moving into a privately owned property.  If you are moving into a property owned by the Department of Housing, please speak to your Housing Services Officer regarding your water use concession.

We do not disconnect the water supply when a property is vacated, so water will be available to you at any property you move to.

15. I would like the account for water use changed into my tenant's name. What do I need to do?

You can do this by emailing the details to us using our online feedback and comments form or calling us on 13 13 85.

Please be aware that we hold the owner of a property liable for all service charges and water use charges, and while the account may be sent to your tenant, if it is not paid by the due date, we will request payment from you as the owner.

16. Why do I have to pay for my tenant's water use?

The legislation under which we are licensed to operate holds the owner of a property liable for all service charges and water use charges.

While you may require your tenants to pay the charges for water use, this arrangement remains a private matter between yourselves.

17. Can I water my new lawn / garden outside of rostered watering hours?

Yes, provided you have received an exemption from the current rostered watering hours from us.  Without an exemption you must comply with the state-wide water efficiency measures in your area.

To find out more, please call us on 13 10 39 or visit our watering exemptions page.

Remember to water only once on your designated watering days.

You can only water your garden by sprinkler once a day, either in the morning before 9.00am or in the evening after 6.00pm. If watering with conventional pop up sprinklers, water for no more than 15 minutes.

To report breaches of current rostered watering hours please call us on 13 10 39.

18. Why am I charged a credit card transaction fee?

We charge a 0.6% credit card transaction fee to cover the significant cost of accepting credit card payments. You can pay your account electronically without incurring the fee by using Direct Debit or BPAY. More information