Undetected water leaks

An undetected leak is where there is no visible sign of water loss, and both the fault and/or loss could not have been reasonably identified prior to us issuing you a bill.

It may have been an underground leak in your water service, under your home or hidden in a wall cavity and importantly not visible to you.

What is the Undetected Leak Rebate?

We offer an Undetected Leak Rebate to eligible customers as a gesture to our community, providing support above our contractual obligations. And as a goodwill gesture, we may give you an allowance of up to 50% of the increase in water usage if you meet the criteria.

Important information

  • Definition of an undetected leak

    An undetected leak is where there is no visible sign of water loss, and both the fault and/or loss could not have been reasonably identified prior to us issuing you an account.

    It may have been an underground leak in your water service, under your home or hidden in a wall cavity and importantly not visible to you prior to us issuing you a bill.

  • Eligibility criteria

    The Undetected Leak Rebate may be provided if the following criteria is met:

    • The fault must be repaired by a licensed plumber.
    • The Undetected Leak Application must be submitted within 30 days of the due date shown on your bill.
    • No previous rebate has been granted to the owner/s of the property within the last five years.
    • The property must not be connected via a non-standard water service.
  • The Undetected Leak Rebate does not cover the following instances

    Your application will be not be accepted in instances where:

    • water is found seeping, spraying, pooling, bubbling, running, flowing, gushing, etc.
    • there is dampness on the surface, or in walls or floors
    • there is additional or unusual growth of grass or vegetation
    • the loss of water was the result of faulty plumbing fixtures (i.e. taps, toilet cisterns, hot water services, cattle troughs, sprinkler or irrigation systems)
    • the property is connected via a non-standard water service
    • the fault was repaired by someone other than a licensed plumber
    • a rebate has previously been granted to the current owner/s within the last five years.

    Please note: Special allowances are not given to unoccupied properties or leaks located in unused areas.

  • Supporting information required

    In order to assess your application you are required to provide a written statement and/ or invoice from your licensed plumber including the following information:

    • the plumbers name, company/ business name, licence number, phone number and email address
    • the date the leak was identified and subsequently repaired
    • the meter reading as at the date of repair
    • the nature and location of the leak
    • a description of how the leak was detected
    • a description of where the water was escaping to

Apply for a rebate

Complete this form after reading the important information above. In order to assess your application you are required to provide supporting information from your licensed plumber.

As per our Privacy Statement, the personal information we collect in this form is used to deliver you our services, which includes processing your request.

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    Statement

    • I have read and understand that my application must address the definition of an undetected leak and meet all undetected leak criteria to be assessed for a rebate.
    • I have read and understand the Important Information and the instances in which my application may be denied.
    • I have attached my supporting documentation from my licensed plumber as required.
    • I acknowledge that the rebate will apply to one billing period only. i.e. the billing period for which the undetected leak commenced.
    • I have/ will pay the undisputed component of my account by the due date shown on the account (in accordance with Clause 5.8 of the Customer Contract).
    • I understand that Hunter Water may inspect the site of the undetected leak to verify that the application and repair meets the undetected leak criteria and relevant plumbing standards.
    • I acknowledge that if eligible for a rebate, the customer relations gesture is equal to 50% of the increase in water usage.
    • I understand that this application will be assessed fairly and consistently by the authorised officer, in accordance with Hunter Water’s Undetected Leak Rebate policy.
    • I am the owner or authorised representative for the above noted accounts and/or properties.
    • The information I have provided in this application is true, to the best of my knowledge.

    Is your bill higher than normal?

    We understand that it can be distressing when you open your bill and it's higher than expected. To better understand why it might be higher than usual, read our tips to check your bill.