Customers are encouraged to check their water meters regularly and record usage to help identify leaks. Water leaks can often be the cause of an unexpected increase in water use and therefore an increased bill.
Customers are responsible for the internal pipes up to where they connect to the water meter, including condition and maintenance of internal plumbing. For more information please see Water Services Responsibility.
If you notice your meter is leaking or there is a leak on the Aqwest side of the meter, please contact us immediately on (08) 9780 9500.
Detecting a Hidden Leak
You can monitor water use by simply recording meter numbers regularly to understand how much water you are using. This will enable you to detect any sudden increases in water use, that could indicate a hidden leak.
Check out How to read your meter.
Use our handy Leak Calculator to perform a basic leak test.
Calculate your leak
Checking for Leaks
If your leak test showed that you have a leak, you need to investigate where it may be.
Inside the home:
Check the kitchen, bathroom/s and laundry for dripping taps, leaking appliances or connections
Check for damp patches on walls
Check toilet/s cistern by placing a few drops of food colouring in the tank. If the food colouring reaches the toilet bowl without flushing, you have a leak
Outside the home:
Check gardens for dripping taps or hoses
Check irrigation systems and sprinklers, solenoids, isolation valves and pipes
Check hot water system and air conditioning unit
Check any damp or unstable paving and garden or lawn that appears moist and greener than other parts
Contact a licensed plumber or in the case of a leak in garden reticulation, an accredited Waterwise Garden Irrigator (WGI) to repair any leaks found as soon as possible.
Applying for a Leak Allowance
If you have experienced a hidden leak you may be eligible to apply for a leak allowance. Aqwest offers assistance to customers who have an unexpected high bill as a result of a genuine hidden leak, or where water is lost in circumstances beyond the customer's reasonable care and control.
You may be eligible to receive an allowance of up to 50% of the estimated water lost due to a genuine hidden leak. Each application is assessed on a case-by-case basis.
What is a hidden leak?
A hidden leak is a leak that is not visible and can often occur from a broken underground pipe, inside walls or underneath driveways or paving.
Leaks that occur on taps, fittings, fixtures or water appliances are not considered hidden leaks. Leaks in pools, spas, ponds or water features are also not considered hidden leaks.
Leak Allowance Eligibility Criteria
You may be eligible for a leak allowance if:
The leak was a genuine hidden leak and the water loss was not visible
The leak was repaired by a licensed plumber or in the case of a leak in garden reticulation, an accredited Waterwise Garden Irrigator (WGI).
The leak was repaired as soon as possible from identification of the leak.
Your leak allowance application form is submitted to Aqwest within three (3) months of identification of the leak or notification of high consumption.
The water lost due to the leak is more than $250.00
Applications will not be considered:
Where the water loss was visible and could have been detected.
If the leak is on vacant land or a property under construction.
Where the internal service was patently sub-standard and does not meet Australian Plumbing Standard AS/NZ3500.
For leaks and/or bursts that occur on internal or external taps; internal appliances, fixtures or fittings including dishwashers, hot water systems, toilet cisterns and valves.
Where the leak on the internal plumbing is not repaired (or verified) by a licensed plumber.
Where the garden irrigation system does not as a minimum have a manual isolation valve and master solenoid installed.
Where the leak allowance application form is not provided to Aqwest within three (3) months of identification of the leak or notification or high consumption.
Applying for a Leak Allowance
To apply for a leak allowance, you will need the following:
Your most recent water bill which includes your account number
Water meter number
Current meter reading or meter reading following repair
Digital copy of the repair invoice from a licensed plumber or Waterwise Garden Irrigator (WGI)
Once you have submitted a leak allowance application, you will receive notification of the outcome once the application has been assessed. If you are granted an allowance, the amount you receive will be credited to your account and appear on your next bill.
