Payment responsibility

Who is responsible for paying bills?

We only set up accounts under the legal property owner’s name, as our contract is with the owner. This is different from other utilities.

If you are the property owner, you are responsible for the water and wastewater charges incurred at your property. We supply the service to the property, not to individual tenants.

By law we must provide a continuous supply of water, as it is essential for survival. Unlike other utilities such as power or gas, we cannot turn off the service. This means that the landlord or property owner must ensure the water supply is paid for.

What about shared meters?

For shared meters, master and sub meters, and deduction meters, the property owner is still responsible for paying the water bill.

Understand your responsibilities

See section 3.2 of our Customer contract: Your payment responsibilities (PDF)

We also encourage customers to read the Debt management code of practice (PDF)

It explains:

  • your responsibility to pay your bills on time
  • the process if you do not pay your bill by the due date
  • how we can help if you have difficulty paying your bill.
See also the government site Tenancy Services
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