Apply for a leak allowance

Before you apply for a leak allowance, have you ruled out other possible scenarios for your high bill?

You may not have expected a higher than usual water bill, so you'll no doubt be wondering what could have caused this spike. 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.

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.

*Required fields

1. Your details

Please note: Commercial customers will only receive an allowance for wastewater.

2. Property details

600 characters max

3. Water loss details

Allowed file types: Max (5 Mb limit) JPG, PNG or PDF files are accepted. We cannot accept .jfif files from mobile phones.

Please note - if you attach the incorrect file type you will receive an error page - please go back and change the file format.

Date water loss started (if known):
Date of repair or date water loss stopped*:

4. How to take a meter reading

For more information on how to read your meter, please click here.

Date the reading was taken*:

5. Terms and conditions

  1. For the purposes of these terms and conditions, a leak is a crack, opening, hole or puncture through which water or sewage is unintentionally or wrongly escaping from any pipes, fittings or devices on your side of the point of supply.
  2. We offer a leak allowance to encourage water efficiency and the timely repair of leaks.
  3. A leak allowance is not used to subsidise a leak left long-term or unrepaired.
  4. You must pay any outstanding amount owing in full, within 21 days of the date on our response to your application.
  5. If you have another leak within two years of receiving a leak allowance, you may apply for another allowance. You must include a plumber’s invoice. Note: this second allowance will be for excess wastewater only.
  6. Commercial customers will only receive an allowance for wastewater.
  7. The application must be submitted within three months of receiving a letter or email regarding a higher-than-normal bill.

6. Declaration

Privacy - We may use this information to process your application, update our records or help improve our services. We will not disclose it unless required by law. You have the right to access your information, and you can ask us to correct any errors.