Apply for a leak allowance

To encourage you to fix your leaks quickly, we offer a partial credit to your account

Water is precious, so repairing leaks is important – both in our network and in your private plumbing. We offer a leak allowance – a partial credit to your account – to encourage everyone to fix leaks as soon as possible and minimise water loss. Scroll for details on how to apply.

Have you ruled out other possible reasons for your high bill?

A higher than usual bill could be the result of a number of things, but the best place to start is by looking at your latest bill. We recommend you consider the following three scenarios before checking for a leak and applying for a leak allowance.

Higher than usual bill? Is this a catch-up bill?

Step 1: Is this a catch-up bill?

If you've 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 meter read.

If this does not appear to be a catchup bill, proceed to step 2.
Higher than usual bill? Are more people living in your home?

Step 2: Has your water usage changed?

Your bill may be higher if you have extra people living in your home, it's summer, or you've been using more appliances.

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

Click here if you'd like to get a free water audit, thanks to EcoMatters. For more on this step, click here or proceed to step 3.

Higher than usual bill? Could your meter have been misread?

Step 3: Has your meter been read correctly?

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.

If the meter reading seems right, you may have a leak. If you haven't already checked for a leak, click here to find out how.

Before you apply for a leak allowance

You will be eligible for a leak allowance if:
  • You have fixed a leak within three months of receiving a letter from us alerting you to a higher-than-normal bill
  • OR you fixed a leak before receiving a letter about a higher-than-normal bill.
A plumber’s invoice may be required for leak repair work. We understand that sometimes you may be able to fix your leak yourself, without engaging a plumber. If this is the case, please tell us when you fill out the application form. However, sometimes small breaks are a sign of a bigger problem so we do recommend engaging a plumber. Click here to visit the Plumbers, Gasfitters and Drainlayers Board public register.

In some cases, a leak allowance application may be declined.
Reasons for this could include:
  • We believe the high-water use was likely caused by pool-filling, topping up a water tank, an irrigation system or exterior cleaning.
  • The leak was not fixed within three months of receiving a letter or email from us alerting you to a higher-than-normal bill.
  • The application was received more than three months after the repair was made.
  • Multiple leak allowance applications have been made for the same property within the past two years.

Please refer to the questions and answers below for more information, and make sure you have read and understand the terms and conditions.
Please note: Applications will not be accepted for filling pools, spas or water tank top-ups, or for operating irrigation systems, garden watering or water blasting.

Here’s how to apply for an allowance:

1. Fix the leak
  • Have your plumber's invoice available
2. Apply
  • Click here to apply via our online form
  • You can also apply using MyAccount. Just log in to your account and select ‘Apply for leak allowance’ in the top bar.

General information about leaks

How can I confirm that I have a leak?
Who pays to repair a leak?
How soon should I apply for the allowance?
What does the allowance cover?
When will the allowance take effect?
I've fixed a leak. Why is my latest bill still high?
Can I get a refund if my account goes into credit due to a leak allowance?
I am a commercial customer. Can I apply for the allowance?
Can I get an allowance for another leak?

More information

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