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 20 August 2020

The main changes in the contract are:

  • Non-domestic customers are now called commercial customers. This will be carried through to other Watercare documents – see clause 1.2.
  • Clarification regarding customer and Watercare responsibilities with respect to leaks – see clauses 3.1, 3.2 and 4.1.
  • Payment responsibilities updated to reflect changes to the final bill on sale of the property – see clause 3.2.
  • Customer complaints going to Utilities Disputes Limited has been replaced with Disputes Tribunal – see clause 7.1.
  • Addition of new Force Majeure provisions – see clause 10.6.
  • Current post delivery times updated to seven working days – see clause 10.8.
  • Clarification throughout the contract that water charges are for water services. For example, the provision of the infrastructure to convey water and the treatment of that water.
  • Changes to the infrastructure growth charge terms and conditions including defining and calculating IGCs and provision for a notice of assessment – see clauses 1.1, 2.1, 2.3, 3.2 and 3.3, and Glossary for new defined terms.
  • Clarification of when IGCs are payable and the consequences of failure to pay – see clause 5.1 and 5.2.

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.