Accessing your water meter
We rely on accurate and timely meter readings to make sure you are billed correctly.
As our customer, you can help us with this by allowing us access to your water meter so we can record your water use and exchange your water meter when required.
What you need to know
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Providing clear access for meter reading
We may not be able to read your meter if it's behind a locked gate or unsafe to enter the property. Hazards that may prevent our meter readers accessing the meter include:
- there is a dog
- overgrown garden or grass
- buried in concrete or dirt
The photo shown is an example of a water meter that is behind a gate and with an overgrown garden preventing access for meter reading purposes.
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Providing clear access for meter maintenance and exchange
It is also important to provide clear access to and around your water meter to repair or replace it. This means the area above and below as well as around your meter should be clear of hazards such as concrete, dirt, shrubs or trees. To work safely, we require 15 cm (minimum) clearance above and below as well as around your water meter and frame.
We exchange water meters for the following reasons:
- it is not registering
- is unreadable
- is damaged by a Hunter Water representative
- is blocked and/or noisy
- is part of our proactive water meter exchange program for water meters that are nearing the end of their useful life.
Photo shown is an example of a residential water meter that has clear access to enable our contractors to repair or exchange the water meter.
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What happens if you can't access my meter?
For meter reading
If we cannot gain access to your water meter to obtain a water reading, we may have to estimate your usage.
An estimate is based on the property's previous usage pattern. For future readings, an actual meter reading will try to be obtained again, and if successful the actual usage is taken and billed to ensure you have only been billed for what you have used. Additional fees and charges may be applied to your account if this happens on an ongoing basis.
For meter maintenance and exchange
When we undertake a meter exchange at your property and are unable to access your meter, a letter will be sent to the property owner requesting that you make the meter accessible.
Once you have made the meter accessible, please contact us on 1300 657 657 (Mon - Fri, 8am-5pm) and we will arrange for the meter to be exchanged by our team.
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Have you received an unable to read your meter card?
From time to time we may not be able to access your water meter and be unable to gain a reading of your water usage.
You may receive a card in your letter box when a meter cannot be accessed at your property (see below). In order to avoid an estimated read, you will need to provide an urgent water meter reading. You can do this by using our online form.
If you have any questions, please contact us.
From time to time we may not be able to access your water meter and be unable to gain a reading of your water usage.
You may receive a card in your letter box when a meter cannot be accessed at your property (see below). In order to avoid an estimated read, you will need to provide an urgent water meter reading. You can do this by using our online form.
If you have any questions, please contact us.
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Have you received an unable to exchange your meter card?
From time to time we may not be able to access your water meter to exchange your water meter as part of our proactive meter exchange program for maintenance purposes.
We need clear access to safely replace your water meter. If you receive a card in your letter box that has a box checked on the reverse of this card, then you will need to arrange to have the necessary work completed.
If you have any questions, please contact us.
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What do I do if my water meter and frame is damaged?
Any damage to your water service that has not been caused by us is the responsibility of the property owner, and you will need to seek assistance from a Licensed Plumber if structural damage has occurred (accidental or negligent ). For example, the meter has been dented, the water meter frame ran over, has been bent or hit by a mower or whipper snipper.
If the water meter only, shows physical signs of damage please contact us. and our staff will come and take a look and, if required, we will replace the water meter as soon as possible to maintain continued service. This may include but is not limited to:
- cloudy or smashed glass on the meter face
- water spurting or leaking from the glass
- you are unable to see/read the water meter dials and numbers on the meter face.
METER READING FREQUENTLY ASKED QUESTIONS?
Learn more about our meter reading process and frequently asked questions.