Higher bill than usual

Step 1: Check your meter

Although we take every precaution, we may have read your meter incorrectly. To check if this has happened, you will need to read your meter. Water meters are usually located near or just outside your property boundary. They are in a box made of wood, plastic, concrete or metal. Find and read your meter.

Check that the number on the meter dial is either equal to or slightly higher than the amount on the back of your most recent bill. If the number on the meter dial is less than the amount on your bill, you can contact us using our online enquiry or chat to us about your bill.

If the meter reading seems right, go to Step 2.

Step 2: Is this a catch-up bill?

If you have had a number of estimated bills in a row and this is your first actual read in some time, that could explain why your bill is higher than usual. On your invoice, estimated meter reads are shown on the 'billed usage history' graph with an E, whereas actual reads are indicated with an A. You should expect a pattern of one estimate followed by one actual read.

If you have a smart meter, your monthly bills are based on your property’s actual water use. You can view your household data in half-hourly, daily and monthly bites via our app. Download it for free on the App Store or Google Play. If you have signed up for MyAccount, you can use the same login details. For more on the app, click here.

If this does not appear to be a catchup bill, proceed to Step 3.

Step 3: Has your water usage changed?

Your bill may be higher if you have extra people staying or living in your home. Ask yourself the following questions to determine whether either of these situations could be the reason for your higher than usual bill.

• Have family or friends been visiting?
• Has the number of people living at the property changed?
• Have you installed new appliances that use more water?
• Have you used your washing machine or dishwasher more often?

More people or greater use of appliances will often lead to a higher bill.

Click here for water saving tips.

Step 4: Do you have a leak?

If you've ruled out all of the above, you may have a water leak on your property.

Private leaks are your responsibility to fix, whereas leaks on the public network are our responsibility. Click here to see the diagram of your responsibilities and our responsibilities.

To check for a leak, click here to follow our step by step process.

If you find a leak on your property you will need to contact a registered plumber to fix it.

Don't have a leak and want to reduce your water use?

You're eligible for a water check through our friends at EcoMatters. One of their sustainability advisors will visit your home to look at all things water related. This free check takes about an hour, and any water-saving devices the team install are also free of charge. They’ll check everything from your kitchen and bathroom flow rates to your washing habits to make sure you are not losing or using water needlessly. Thanks to this free service, customers have saved on average $179 each on their annual water bills.

Click here to sign up for a free water check today.