Estimated meter reads
We’ll estimate your water use for a billing period if we can’t read your meter. This estimate is based on the average daily use recorded for your property in the same reading period in the previous year.
How can you tell if we estimate your water use?
Look at the meter read details on the back of your bill. Next to the current reading it will say 'estimated'.
Here's why we may estimate water use:
- We were unable to access your meter due to an obstruction or safety issue, such as a locked gate, buried meter, or dog on your property.
- Our operations team may have been impacted by issues such as heat waves or travel restrictions.
- The meter is damaged, out of order, or missing.
If you received an estimate due to an obstructed meter, find out how you can ensure we can access your meter.
If you think the estimate is higher or lower than your actual water use, you can:
1. Submit a meter reading
If your meter is working just fine, you can submit your own reading.
If the reading you submit is lower than our estimate, you’ll receive an Advice of Adjustment letting you know of your revised charges. The Advice of Adjustment is not a bill; it’s just a summary of your updated charges.
If your reading is higher than our estimate then the additional water use will be included in your next bill.
SUBMIT A METER READING
If your meter reading has been estimated three times in a row, we will contact you to obtain a reading.
2. Dispute the meter reading
If your meter is damaged, out of order or missing, you won’t be able to take a reading. In this case, if you suspect the estimate is incorrect, please contact us.
If there’s a clear reason that would affect the accuracy of the estimate, we can review it.
Here are a few reasons why an estimate may not be accurate:
- Recent installation of a bore
- Property was vacant for a period
- Property owner/occupier has changed
- Removal or replacement of lawn, garden beds or paving
- Installation or removal of a pool
- Old leaks have been fixed
If you are disputing the estimate read on an operable and accessible meter, you can contact us to request a meter reading and issue a revised bill. Meter reading charges will apply.
Frequently asked questions
However, a meter reading is always more accurate.
If we can’t get a reading on our next visit, we’ll do another estimate.
After 3 estimates, we’ll contact you to obtain a meter reading.
If your meter is functional, you can submit your own meter reading to ensure you’re charged for your actual water use.