Customer contract

Customer contract changes

We are updating our customer contract, with the changes taking effect on 1 January 2019. Read the updated customer contract.
Our contract is an important document that sets out the terms under which we provide water and wastewater services to our customers.

The main changes in our contract are:

  • Watercare will ‘supply’ customers with water that meets the Ministry of Health’s Drinking Water Standards for NZ. This has changed to ‘take all practicable steps to supply’ – see clause 2.1.
  • Watercare has the right to limit a customer’s water supply or place conditions on water use if supply of water is at risk - see clause 2.3.3.
  • Customers are obliged to tell us if water is obtained from an alternative source in whole or in part for their property – see clause 3.1.1.
  • Customers with an alternative source of water may have their wastewater charges adjusted to reflect how much they discharge as calculated by Watercare – see clause 3.1.1.
  • Charges associated with an Infrastructure Growth Charge (IGC) will be billed separately – see clause 3.2.
  • Watercare may require customers connected to the wastewater network only, to install a wastewater meter at their cost, including maintenance – see clause 4.4.
  • Additional requirements have been added for Waiheke Island, Waimauku and any other area notified by Watercare, these include, including primary treatment system, bio solids filter, grease trap, limits on wastewater discharge, liability and termination – see clause 4.5.
  • To reduce repeat overflows, we may require customers to install a grease trap or similar at own cost, including maintenance – see clause 4.6.
  • Customer complaint section has been expanded to explain the process and customer expectations – see clause 7.1.
  • Changes to collecting, storing and using your information has been updated in accordance with the Credit Reporting Privacy Code – see clauses 9.1, 9.2 and 9.4.
  • Watercare has the right to share your personal information with Auckland Council (for calculating any rates rebates) and credit reporting bodies (for credit-checking and reporting) – see clause 9.3.

Anyone who uses our services and/or is connected to our networks is deemed to have accepted the terms and conditions of this 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.

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 2018)
Non-domestic water and wastewater charges, IGCs and other charges (effective from 1 July 2018)

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.

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