Manage your account

Sometimes we need to estimate water consumption when you have an operable meter on your property, for example if we are having trouble accessing your meter.  If this is the case, you can provide the meter reading to us as part of a request for review.

If you believe your estimated  bill is incorrect for any reason, you can request a review of your account under our bill review standard.

No fees are charged for estimated accounts services.

If you receive a higher than normal bill, it is often because:

• you have moved into the next water use pricing tier, so are getting charged more for the water you have used

• the amount of water you have used has increased.

If you believe your bill is incorrect, you can request a review of your account. You can read more about this process in

our Bill review service commitment fact sheet.

Aqwest cannot cut off water to an occupied property without the permission of the occupier.

From time to time we may interrupt your water supply in order to maintain the water supply system.  If this happens we will give you at least 48 hours notice.  Your water supply may also be interrupted unexpectedly if it is damaged.  We will always mobilise our workforce to repair damage as quickly as possible.  Information about planned and unplanned interruptions can be found here.

If you are occupying a property and don’t pay your bill within 30 days of the due date, we may reduce the rate of flow of your water.  It is important you contact us if you are having difficulty paying the bill, payment plans are available.  Your flow of water will not be reduced if you comply with the agreed payment plan.

If you require water for the operation of a dialysis machine, life support equipment or other special need you should contact us to be placed on our 'preserved water supply register'. If you are on the preserved supply register:

• We must not reduce the rate of flow of your water

• We must post or deliver notification of a service interruption to your property