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Customer Contract

When you become a Watercare customer you enter into a customer contract with us.

This is a legally-binding document that sets out the terms under which we provide water and wastewater services to you, your obligation to pay for these services, and other rights and obligations including your rights in any dispute with us. 

By using our water and/or wastewater services or by remaining connected to our networks, you are deemed to have accepted the terms and conditions of this contract.

Read the Watercare customer contract.

It should be read in conjunction with the following supporting schedules:


To request a printed copy of any of these documents, please phone us on (09) 442 2222.

Revised Customer Contract (effective from 1 July 2017)

As a customer, you can expect us to:

Making a complaint

Our mission is to provide reliable, safe and efficient water and wastewater services to more than 1.4 million Aucklanders.

While we aim to deliver the best standard of service, there may be instances where you as the customer are not satisfied. If you have any complaints in relation to our services, please follow these steps so that we can help and resolve your complaint as promptly and efficiently as possible.