Frequently Asked Questions
Answers to frequently asked questions about your water.
- How often can I expect to receive an account?
- Do I have to pay service charges on Vacant Land?
- Why does my business pay a fire service fee when it's not used?
- How do I pay my account?
- I own a property but rent it out - will I get a bill?
- Why is a postal address important?
- Is there a rebate for pensioners?
- Didn't my Solicitor pay all outstanding bills when I bought the property?
- Who looks after stormwater drains?
- Who looks after streams and rivers?
- How do I read my meter?
- Who is responsible for the water meter?
- Can I check for leaks?
- Sewer Blockages
- Manholes
- Emergencies
- Further Information
How often can I expect to receive an account?
Accounts are issued every 3 months (4 times per year). Issue dates do vary from area to area. Please contact us or phone 1300 361 633 to find out approximate dates in your area.
Do I have to pay service charges on Vacant Land?
No. As long as the property is not connected to the service there will be no charge. Some vacant landowners have water connected and therefore only pay water charges and not sewerage charges.
If a new sewer scheme is in place in your area the sewer service charge may apply.
Why does my business pay a fire service fee when it's not used?
A fire service is a separate unmetered service from the main and charges reflect the potential to draw water from the water supply system and costs associated with the provision of infrastructure to allow that to occur.
North East Water provides many convenient ways of paying your account. For full details click here.
I own a property but rent it out - will I get a bill?
Yes. Owners of tenanted properties remain liable for service availability charges for both water and sewerage services including waste disposal charges. Under Tenancy Regulations, properties tenanted in accordance with these regulations may have a water volume charge sent direct to the tenants for measured consumption. A water volume account may only be sent to a tenant where there is a separate meter to the property and the Corporation has been properly advised of the tenancy.
Why is a postal address important?
It is in your interest to check that we have your current postal address. You may be charged interest or have your water restricted if accounts go unpaid.
Is there a rebate for pensioners?
Government rebates are available to all eligible pensioners. If your water bill shows a rebate has been given to you, the concession has already been taken into account in the calculation of the amount you need to pay.
If your water bill does not show a rebate and you hold an eligible concession card, contact us or phone 1300 361 633 for further information.
Didn't my Solicitor pay all outstanding bills when I bought the property?
Not necessarily. The solicitor may have simply chosen to deduct the vendors share of any outstanding charges from the purchase price of the property. There could still be money outstanding. If you are in doubt about the amount outstanding, please contact us or phone 1300 361 633.
Who looks after stormwater drains?
Your local Council. The Corporation is responsible for delivery of water and collection of wastewater (sewerage) from your property this does not include stormwater collection.
Who looks after streams and rivers?
Regional Catchment Management Authorities are responsible for rivers and streams.
The majority of meters in the region are now metric (ie. measuring in kilolitres) with four black numbers followed by two or three red numbers. Simply read the black digits only, then read your meter again in, perhaps, one weeks time. Subtract your first reading from this reading, this amount will indicate the amount of water used. By reading your meter regularly it will help you to establish usage patterns and identify areas to reduce consumption. For more details click here.
Who is responsible for the water meter?
In most cases the Corporation is responsible for your water connection from the main to your meter (including the stop tap). If you have a leaking service before the meter please contact us or phone our emergency hotline number 1300 361 644. If the service is leaking on the house side of the meter you need to contact a licensed plumber.
Yes. Nobody likes to waste water. You can easily check to see if your pipes are leaking by using your water meter. You do this by turning off all outlets and reading your meter - if the reading changes over a period (say overnight). you may need to call a licensed plumber to locate and repair the leak. For more details click here.
Sewer pipes can sometimes block. In most cases it is your property connection to the main sewer causing the blockage. To clear your blockage you will require a licensed plumber. If the main sewer blocks, we are responsible for unblocking it. Please contact us or phone our emergency hotline number 1300 361 644.
We need to have access to manholes at all times in case there is a need to carry out maintenance on the sewer pipes. Please help us and yourself by keeping manhole access clear.
For water and sewer service emergencies, such as broken water mains, fire hydrant leaks and blocked sewers please call us on 1300 361 644.
For further information please contact us or phone 1300 361 622.