Estimated meter reads

We’ll estimate your water use for a billing period if we can’t read your meter. This estimate is based on the average daily use recorded for your property in the same reading period in the previous year.

You can tell if your water use has been estimated by looking at the back of your bill under ‘meter reading details’. Look next to ‘Use kL’ and it will say ‘estimated’.We may have trouble accessing your water meter if:

Here's why we may estimate water use:

• Access issues including locked gates, buried meters, or if it’s unsafe to enter your property
• Issues that affect our operations team such as heat waves or travel restrictions
• The meter is damaged, out of order or missing

If you think the estimate is higher or lower than your actual water use, you can:

1. Submit a meter reading

If your meter is working just fine, you can submit your own reading.

If the reading you submit is lower than our estimate, you’ll receive an Advice of Adjustment letting you know of your revised charges. The Advice of Adjustment is not a bill; it’s just a summary of your updated charges.

If your reading is higher than our estimate then the additional water use will be included in your next bill.

SUBMIT A METER READING

If your meter has been estimated 3 times in a row we will contact you to obtain a meter reading.

2. Dispute the meter reading

If your meter is damaged, out of order or missing, you won’t be able to take a reading. In this case, if you suspect the estimate is incorrect, please contact us.

If there’s a clear reason that would affect the accuracy of the estimate, we can review it.

Here are a few reasons why an estimate may not be accurate:

• Recent installation of a bore
• Property was vacant for a period
• Property owner/occupier has changed
• Removal or replacement of lawn, garden beds or paving
• Installation or removal a pool
• Old leaks have been fixed

Contact us