Customer contract

What does the contract cover?

When you become a Watercare customer, you automatically enter into a contract with us. The contract is a legally binding document. It sets out:

  • the terms under which we provide water and wastewater services to you

  • your obligation to pay for these services

  • price schedules for domestic and non-domestic customers

  • terms and conditions for infrastructure growth charges

  • your rights in any dispute with us.

The customer contract changed on 1st December 2020

The main changes in the contract are:

  • The addition of a new “town to tank” water supply service to our offering. The “town
    to tank” water supply service is a low flow connection available to certain domestic
    customers who have an existing wastewater connection and a sustainable rainwater
    tank. The purpose of the “town to tank” water supply service is to top up the
    rainwater tank and it is not a substitute for our normal water supply service. The
    contract sets out the terms and conditions of the “town to tank” water supply
    service, including charges for this service – see clauses 1.2, 2.3.5, Part 2 of the
    additional requirements and services schedule, the charges schedules, paragraph
    3.4 of the infrastructure growth charge schedule, and Glossary for new defined
  • Updates to the “Information and Privacy” section in light of the new Privacy Act
    2020, which takes effect on 1 December – see clause 9.
  • Updates to the provisions relating to water meter reading, installation, testing and
    maintenance to clarify application to wastewater meters – see clause 6.
  • Clarification around the meaning of the assessment date for the purposes of
    calculating Baseline demand – see Glossary and clause 3.2 of the infrastructure
    growth charge schedule.

You can view the customer contract here.

Read the customer contract

If you need a printed copy of the contract, please phone (09) 442 2222 or email and we will send you a copy.

View current charges 

Domestic water and wastewater charges, IGCs and other charges (effective from 1 July 2020)
Non-domestic water and wastewater charges, IGCs and other charges (effective from 1 July 2020)

More information

Who is responsible for pipes?
Learn about the point of supply for water and wastewater.

Watercare debt management code of practice (PDF)
This explains our process for when you do not pay your bill by the due date.

Charter for Commissioners (PDF)
This outlines the objection process for infrastructure growth charges.