Yes. To change your address there are two options:

• Use MyAccount. Select ‘e-Billing’ in the top bar. Find your account and select ‘Update details’ at right

• Call us on (09) 442 2222, press 2

E-billing is paperless billing. We send you exactly the same bill information as usual, but by email rather than by mail. The e-bill is attached to the email as a PDF.

You can have bills emailed to multiple addresses, including tenants.

Once you’ve signed up, we’ll email you your next bill.

No, you cannot set-up or change any automatic payments using the app. Please use MyAccount.

Yes. You can continue to pay your bills in the same way.

If you are discharging wastewater that is not classified as low risk, you will need an agreement with us. This will set out the controls and monitoring we require to be in place, to assure us that your trade waste discharge is safe to receive into our wastewater network.

Apply for an agreement

If your waste is classified as low risk, you don't need an agreement.

If water is leaking before it enters your water meter (towards the road) it will not cause a high bill.

If the leak is within the meter box, it may cause a high bill. Our crews will do repairs and we may consider adjusting your account. If you believe this applies to you, phone (09) 442 2222, press 2.

If the leak is outside the meter box (towards your property) or within your private pipes or fittings, you will need to get a plumber to fix it. When it is fixed, you can apply for a leak allowance to help with the cost (conditions apply).

Financial assistance

If you don’t have funds readily available to pay for leak repairs, see Financial hardship.

Heavy metals are a health concern whether they come from drinking water, air or food. They can build up in the organs of your body. High levels can be harmful to your health.

Infants, children and pregnant women are more susceptible to the toxic effects of heavy metals, so steps should be taken to reduce heavy metal concentrations in water that this group of people may consume.

Lead is the main heavy metal in drinking water and the one that poses the greatest health concern. Lead cannot be removed from the body, so it builds up in the skeleton and can damage nerves and organs. Infants, children and pregnant women are most susceptible to lead's toxic effects, which can include brain and kidney damage.

Trade waste discharges from activities not listed in Schedule 1 of the bylaw are generally considered to be a higher risk. Typically, higher-risk customers will have robust systems to manage their trade waste and will undertake more frequent monitoring.

What is conditional trade waste?

It is any trade waste discharged:

• as a result of an activity not listed in Schedule 1 of the Auckland Council Trade Waste Bylaw 2013 and which complies with the Trade Waste Control 2019, unless authorised in a trade waste agreement

or

• from trade premises (including activities listed in Schedule 1 [page 16] of the bylaw) where the discharge exceeds 10 cubic metres per day or exceeds 0.5 litres per second

or

• which we determine to be conditional under Clause 7 (page 7) of the bylaw.

Your responsibilities

You must:

• follow the regulations set out in the bylaw

• have a trade waste agreement setting out your discharge limits and monitoring criteria. Learn more and apply for an agreement

• comply with the Trade Waste Control 2019 unless the agreement authorises an exemption.

Some of our rural communities have a local source. For example, people living in Waiuku receive water that is sourced from an aquifer. It is treated and distributed via the town’s local network.

Residential meters: For the application form and a checklist of the information we require, go to Apply for a residential connection.

Business meters: For the application form and a checklist of the information we require, go to Apply for a business connection.

It may be possible to change some of the limits in the agreement. Please contact us on (09) 539 7655 or email [email protected].

Yes. You can request that we reconsider the IGC you have been charged. You can also lodge an objection to the IGC you have been charged, which will be heard by independent IGC Commissioners.

Read the Charter for Commissioners.

You cannot use an objection to challenge the content of the IGC terms and conditions. Click here for our customer contract.

Requesting a Reconsideration or Objection factsheet

Download Request a Reconsideration or Objection form

We can change the bill delivery method to the property address. If we need to change the billing method to any other address, we will need proof that you are an executor and authorised to make a change on the account.

Payment information ie: direct debit can be updated using our online direct debit authority form or you can phone us on 09 442 2222.

No.

If you want a refund, please complete and send the form to request a refund.

In some situations, such as when a tenant is seeking a refund, we may ask you to provide receipts as proof of who made the initial payments to us.

If you have another leak within two years of receiving the allowance, you may send a new application. You must attach a plumber’s invoice.

Note: the allowance for a second leak will only be for excess wastewater charges.

Yes, but you will be charged $2.50 including GST for each bill received from 1 July 2025.

To cancel e-billing and switch back to paper bills, there are two options:

• Use MyAccount. Select ‘e-Billing’ in the top bar. Find your account and select ‘Stop e-billing’ at right

• Call us on (09) 442 2222, press 2

You will receive your next bill by post.

Yes, you can sign up for e-billing. You can have bills emailed to multiple addresses, including tenants.

Yes. You will need to tell us the names of the people you want to authorise. We'll also need their contact information and to understand their relationship to you (for example, trusted friend, caregiver, or family member).

Yes, you can authorise a trusted friend, caregiver or family member to speak with us about your account.

Unfortunately not. Our contractors cannot repair the private network because of liability. Any registered plumber in your area can help with your private plumbing.

Yes, you can make a one-off payment in the app.

Yes, you can pay your bill online by credit card, debit card or account2account. For internet banking we are set up as a pre-loaded payee at all major banks. See Pay a bill.

You can also use MyAccount – select ‘Pay a bill’ in the top bar.

Yes, just enter the amount you want to pay.

Yes, just provide the other person’s account number when you pay. For ways to pay see Pay a bill.

Or you can use MyAccount: select ‘One-off payment’.

Yes. If you own or manage a tenanted property, you can pay the fixed charge for wastewater as an upfront payment once a year in July.

Learn more and opt in: Fixed charge payment

If you are a commercial customer, you can apply to switch to a new pricing plan.

Yes, our app has a billing history section that you can use to see your historical water bills and view your billing history. You can also share your bill.

Over time, depending on when your account was connected or when your meter was installed, you will be able to see up to six years of data.

Mechanical meter customers: You’ll be able to see as far back as 2019 or from the date your account was connected (if that is after 2019). Over time, you’ll see up to six years' of data.

Smart meter customers: If you’ve had a smart meter installed or recently connected your account to a smart meter, you’ll see your water use data from the date of installation or date of account connection. Over time, you’ll see up to six years' of data.

My meter’s been changed from mechanical to smart, can I still see my mechanical meter data?

Once a smart meter is installed you will no longer be able to see the data graph from your previous mechanical meter. However, you will still be able to access your mechanical meter readings through your PDF bills which are located in billing history.

We will require full payment from most customers before we provide a connection. However, for developers who are building on a large scale with staged developments we can consider staged payments.

Yes, you can change to the combined billing method if:

• your household or business is connected to the public wastewater network, and

• your primary water supply is a rain tank or bore.

You need to assess whether changing to combined billing is best for your situation. Currently, most water tank owners pay the fixed charge only.

To switch to combined billing:

Step 1: Read our terms and condition for rain tank water metering.

Step 2: Before you decide, get a quote from a plumber for installing your meter.

Step 3: When the meter is installed, complete the rain tank water meter application form and send it to us.

Step 4: After we approve your application, we will switch your charges from the fixed charge only to the combined fixed/volumetric charge.

Your new wastewater charge

Your new wastewater charge will have two parts:

• a fixed charge

• a volumetric charge, based on the amount of water flowing through your water meter.

View this year’s charges:

Residential charges

Business charges

Yes, you can upgrade to a standard connection at any time. You will need to pay the difference between the town to tank and standard infrastructure growth charges at the time of upgrading.

Only if the works are in relation to the building code and an IPENZ producer statement is required for consent purposes. IPENZ producer statements cannot be used for demonstrating compliance with Watercare’s standards. Likewise, the Watercare compliance statements cannot be used for supporting building consent applications.

Any of our customers can download and use the app but only smart meter customers with a ‘one meter to one account’ configuration will be able to receive continuous water use and high bill alerts. Customers with one meter servicing multiple dwellings or those with single properties that have multiple meters can still use the app but will have reduced functionality.

No, this is a mobile only application. You cannot access it on a laptop.

Please refer to our engineering standards.

Yes. Using MyAccount you can view your bills and payment history over any period. Log in and go to ‘Billing history’.

Yes, tenants can sign up to MyAccount. Online you can view the account balance, pay a bill, set up direct debit. But you must be an authorised tenant if you want to do these tasks:

• View billing history

• Set up e-billing

• Get a copy of a bill

• Apply for a leak allowance

• Link your bill to Xero

• Change billing address

See Grant access to your account and Help for tenants.

Yes, anyone can set up these payments. Remember you will need to cancel the payment if you move house. See Pay a bill.

If one owner opts for a separate meter, other owners on the property might decide to do the same.

The owners should get quotes from plumbers for changing the shared private network. It could be expensive (e.g. digging out a driveway to connect a property to the footpath, where the new water meters will go).

No, each property needs to apply for its own connection.

Bills can be sent to a tenant at the owner’s request (by post or email). See e-billing.

• No names of tenants will be on the bill.

• The second line of the postal address will say c/- The Tenant.

• The owner will have an email copy of the bill sent to them.

See also above: Whose name is on the bill?

We can only confirm payment and charge information with an authorised person. We may need to ask you for a copy of the will or supporting legal documents from the estate solicitor before we can give this information to you.

We generally do not reimburse any work done by a private plumber. For more details see the customer contract, section 4.1.

However, there are unique instances where we may reimburse a customer. This is on a case by case basis after our engineers have investigated.

Phone us on (09) 442 2222, press 2.

No, for the safety of all concerned we ask that you don’t invite our contractors into your home. Our contractors can leave the bottled water on your doorstep, in a chosen area, or hand deliver it to you on your doorstep.

Where does your wastewater go?

Each time you flush the toilet, pull the plug from a sink or have a shower, the water drains into a wastewater pipe on your property.

Our plants are always operating, treating wastewater so that it is safe to release back into the environment. We never shut down and we always keep running, even during the worst of weather and power outages.

For any kind of development or construction within 2 metres of public pipes you need Works Over approval. Our engineer will review your proposed development and the condition of the line, and if it’s the case, a dispensation may be given. See About Works Over.

If you are connected to the public wastewater network we will charge you for this service.

Types of meters.

You will not be charged an IGC if you have paid a water and wastewater development contribution to the council.

IGCs were introduced on 1 July 2011. If you paid a development contribution to the council before then, it may have provided for water and wastewater infrastructure. This means you will not have to pay an IGC unless the scale or intensity has increased since the original contribution was paid.

When you apply to us for a new connection, we ask if you believe a development contribution has been paid. We will confirm with the council whether a development contribution that covers water and wastewater infrastructure has been paid in the past.

No, we don’t need to see this as we don’t close an account without receiving either a transfer of title or notice of sale agreement from the solicitor.

After we have approved your application, you can engage a registered drainlayer to make the connection to our network. Connecting wastewater pipes

For information and to download the application form, go to Apply for an irrigation meter.

If one owner opts for a separate meter, other owners on the property might decide to do the same.

The owners should get quotes from plumbers for changing the shared private network. It could be expensive (e.g. digging out a driveway to connect a property to the footpath, where the new water meters will go).

Follow the steps in this guide: Find and read my water meter.

As with the mechanical meters, the smart meters are expected to last 10-15 years. Over this period, its readings will remain accurate. Its lifespan is based on its battery which is fully enclosed within the unit.

The smart meter will transmit data once a day to our secure information database.

Residential meters: For the application form and a checklist of the information we require, go to Apply for a residential connection.

Business meters: For the application form and a checklist of the information we require, go to Apply for a business connection.

Some of our rural communities have a local source. For example, people living in Waiuku receive water that is sourced from an aquifer. It is treated and distributed via the town’s local network.

Residential meters: For the application form and a checklist of the information we require, go to Apply for a residential connection.

Business meters: For the application form and a checklist of the information we require, go to Apply for a business connection.

It may be possible to change some of the limits in the agreement. Please contact us on (09) 539 7655 or email [email protected].

If water is leaking before it enters your water meter (towards the road) it will not cause a high bill.

If the leak is within the meter box, it may cause a high bill. Our crews will do repairs and we may consider adjusting your account. If you believe this applies to you, phone (09) 442 2222, press 2.

If the leak is outside the meter box (towards your property) or within your private pipes or fittings, you will need to get a plumber to fix it. When it is fixed, you can apply for a leak allowance to help with the cost (conditions apply).

Financial assistance

If you don’t have funds readily available to pay for leak repairs, see Financial hardship.

Some of our rural communities have a local source. For example, people living in Waiuku receive water that is sourced from an aquifer. It is treated and distributed via the town’s local network.

No, you cannot set-up or change any automatic payments using the app. Please use MyAccount.

It may be possible to change some of the limits in the agreement. Please contact us on (09) 539 7655 or email [email protected].

Yes. To change your address there are two options:

• Use MyAccount. Select ‘e-Billing’ in the top bar. Find your account and select ‘Update details’ at right

• Call us on (09) 442 2222, press 2

Yes. You can request that we reconsider the IGC you have been charged. You can also lodge an objection to the IGC you have been charged, which will be heard by independent IGC Commissioners.

Read the Charter for Commissioners.

You cannot use an objection to challenge the content of the IGC terms and conditions. Click here for our customer contract.

Requesting a Reconsideration or Objection factsheet

Download Request a Reconsideration or Objection form

If you have another leak within two years of receiving the allowance, you may send a new application. You must attach a plumber’s invoice.

Note: the allowance for a second leak will only be for excess wastewater charges.