Water billing

A water meter is used to measure the amount of water that each property uses.

Your meter is usually found out the front of your residence, near the front boundary of your property inside a meter box.

The black numbers on your water meter represent kilolitres (kL).One kilolitre (kL) equals 1000 litres (L).This is the unit of measurement our meter readers record as your meter reading. We then use this reading to calculate your bill. The white numbers on the red dials represent litres.

We read your water meter half yearly (i.e. every six months or roughly 183 days). The number of days between meter reads can differ because we may not be able to read your meter on exactly the same dates in each half year. This can be due to operational reasons or other factors, including bad weather, locked gates or a dog unsecured on your property. This means that the number of days you are charged for your water consumption may vary by up to 14 days. To ensure the best possible outcome there are ways that you can help. The most important benefit is to make sure that the water meter box is visible to the readers by way of removing grass and mulch and pruning overgrown plants around the meter box. If you have a dog, please secure it away from the meter area during reading periods..

Council replaces water meters for many reasons including when the meter registers less than the actual water used, if the meter stops registering altogether or when the meter is damaged or difficult to read, etc.

As required by Law, water meters used by Council comply with or exceed accuracy standards as specified by the National Measurement Institute (NMI) design and all meters have Pattern approval. The National Measurement Institute's M 10-2 specifies water accuracy must be within ±2.5% across the flowrate range. Further information is available at:measurement.gov.au. Most water meters register slightly less than the actual water being used and this loss generally increases as the meter wears with use and age.

If your previous water meter has not been recording all of the water that you have been using, your previous water rates will have been less than what has actually been used. This may have occurred for several rating periods. As the new water meter is accurately recording all of the water you are using your water consumption may appear to increase, resulting in increased water charges. We recommend you monitor your water usage by regularly reading your new water meter to establish your current registered use against previous bills. Should you have any further questions please contact Council's Customer Service Officers on 1300 883 699.

Make sure all taps on your property are off and the meter numbers are not moving (if they are moving you may have a leak). Record the reading on your meter, from left to right there are should be a series of black numbers and then red numbers. The black numbers are kilolitres. The red numbers are 100's of litres, 10's of litres and then litres. If your meter has four red dials the fourth dial is a decimal, or tenths of litres. When you have recorded the reading, carefully measure 20 litres into a bucket from one of your taps. Re-read your meter and record the reading. The reading on the second red dial should have progress by two units and the third dial should not have changed.

A water meter accuracy test can be completed by Bundaberg Regional Council by completing the below form:- 

Water Meter Accuracy Investigation Request Form

 Water Services expects we will investigate your request within three (3) business days of lodgement and payment of the testing fee. If we are unable to meet this timeframe because of priority works you will be contacted to discuss when Council will be able to attend.

 If Council officers believe an internal water leak may be present you will be notified on site or through a blue form placed in your letterbox. Council does not investigate internal leaks beyond identify the water meter is turning when no water is suspected to be in use. We recommend carrying out your own investigation or engaging a licenced plumber to  confirm if a leak is present. All costs for investigations and repairs to private plumbing are the responsibility of the property owner. Repairs to plumbing must only be carried out by a licenced plumber. Please check the 'How to check for water leaks' and 'I have a leak, what can I do?' sections following or Water meters

 Where the water meter is registering either correctly or in the favour of the applicant (under recording), no refund will be made to the applicant.  Should the test results prove that a meter is registering incorrectly, we will organise a refund of the prescribed fee to the applicant where the water meter is registering greater than 5% in favour of the Council (i.e. meter is running "fast").

 If you are unhappy with the outcome of Council's on site testing we are able to offer independent testing at a NATA accredited laboratory. You will be required to lodge a new Customer Request through our website, over the phone or at one of our customer service centres. Details on this process and a quotation for the cost of testing will be provided after receiving your request. 

Your water consumption is charged on your Council Rate Notice which are issued twice a year in July & February.

You are responsible for maintaining the pipes and other water infrastructure on the "house" side of the meter.

You must:

• keep the water meter box and protective lid in good condition
• keep a one meter clearance around your water meter so we can safely read and repair your meter
• protect the isolation valve/ball valve and water meter from damage (you may be charged for the cost to repair damage to the water meter, isolation valve/ball valve, water meter box or lid)
• engage a licensed plumber for all plumbing work (although you may change tap washers without engaging a licensed plumber)
• ensure all plumbing work connected to the Council network is compliant with Plumbing & Drainage Act 2002 (for more information refer to Queensland Building & Construction Commission)

Sometimes you will receive a Meter Reading Notice and then see that your meter box is full of dirt. Our meter readers can read your meter even with the meter box full of dirt. They simply move the dirt aside so they can read the dials on your meter and then put the dirt back into the meter box. Our meter readers do not leave the removed dirt on your lawn or garden beside the meter, as they are required to leave the area as they found it.

During certain times of the year, Australian native bees may colonise Council meter boxes. While these bees provide low risk to yourself and our meter readers, they can impede on our ability to read the meter. If you have a colony in your meter box, please call us on 1300 883 699 so we can arrange for removal and relocate the colony safely.

Council encourages residents to check their water meters and record their readings regularly, e.g. when mowing. Early leak detection and repair will reduce your water consumption costs.

1. Turn off all taps, the washing machine, dishwasher and irrigation at your property.
2. Read your water meter and write down or take a photo of the numbers (including the red numbers, which indicate litres). Make sure you leave the water meter tap on.
3. Wait at least one hour before reading your water meter again - remember not to use any water, even to flush the toilet during this time.
4. If the reading has changed (last numbers or dial on the water meter), you may have a water leak. Please contact a licensed plumber to investigate.

Please note: the numbers on a water meter will only move if water is being drawn through it, either by something on your property (hose, washing machine, plumbed in fridges, dishwashers, etc.) or if there is a leak.
For safety reasons never leave an opened water meter box unattended.

For more information on water consumption, check our factsheets:

Water meter home accuracy check

How to read your meter

Water efficiency

Water audit for households

Toilet cistern leaks are common and can be easily checked by following these steps:

1. Pour a few drops of food colouring into the toilet cistern (just enough to colour the water slightly).
2. Don't flush - wait. If colour appears in the toilet bowl, you have a leak.
3. Flush as soon as the test has been completed to clear the food colouring. It does not stain ceramic toilet bowls.

Don't want to use food colouring? Try placing a sheet of dry toilet paper at the back of the toilet bowl, above the water line. It should stay dry unless there is water trickling down the back of the bowl, indicating a leaking toilet.

Other leaks can be found by investigating the following:

• check your property for visible water leaks from taps, toilets and showers
• check irrigation i.e. ensure all caps/jets are on, no leaks in the system
• check water tanks are not topped up automatically with town water, check for faulty solenoids/internal parts if connected to town water
• ensure all external and internal taps and showers are fully turned off
• check your plumbed in fridge is not leaking
• check hot water systems are not leaking
• during renovations or property maintenance, make sure to replace taps, showers and toilets with water-efficient products

If a leak has been identified please contact a licensed plumber to investigate as soon as possible, this is your responsibility and at your expense.

All leaks, including concealed leaks, on private property are the property owner's responsibility to investigate and repair.

All water pipes and fittings from the water meter on to private property are the property owner's responsibility to maintain.

To stop water being wasted on your property if you have a leak you can temporarily turn the stop tap off at your water meter. Just make sure this won't damage appliances such as your hot water system.

If you detect a water leak and have it repaired, the repair is your responsibility and at your expense. However, you may be eligible to apply for a reduction in your water charges under Council's Water Leak Relief Policy(PDF, 695KB) . Strict criteria apply, some of which are as follows, and unless they are fulfilled your application will be declined. Please refer to the Water Leak Policy for full criteria.

• the water leak must be repaired by a registered plumber within 15 working days from date of advice.
• a Water Leak Relief Application must be submitted to Council within 60 days of having the leak repaired.
• a registered plumber's account/letter, detailing the repair, must be submitted with your application.
• only one successful water leak relief application will be permitted every three years.
• the water leak must be undetectable and must not be within a building.