Report a faulty device

All measurement devices must be in good working order. Find out what to do if your water meter or device is faulty.

Check your device for faults

Routine maintenance of your water measurement device is your responsibility.

We encourage you to check your device on a regular basis to make sure it's in working order.

If something isn't quite right, report it.

Reportable faults

Examples of faulty measurement devices include meters or devices that are:

  • unreadable (e.g. from damage to the dial or glass)
  • not recording water volume correctly
  • leaking water or air from the device or its attachments
  • broken or damaged tamper-evident seals
  • not transmitting information if it has telemetry (remote monitoring).

If you suspect your device is not working or may be faulty, you must let us know.

Report a faulty device

Once you're aware of a fault, you have 3 business days to tell us about it. To report a faulty device, contact your local business centre.

You will need to tell us:

  • details of the device
  • details of how the device is faulty
  • the date you became aware of, or suspected, the fault
  • the authorisations you take water under through the works
  • details of any other people who take water through the works.

Failure to report a faulty device is an offence under the Water Regulation 2016.

Record your water use

Use the Water use assessment report (PDF, 1.7MB) to record your water use.

This should include your water use from the date your device is reported faulty to the date your device is certified.

Once your device is certified, you have 20 business days to provide us with your completed water use assessment report.

Failure to provide water use information is an offence under the Water Regulation 2016.

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