From 1 July 2021 our Concealed Water Leak Policy comes into effect. This replaces the previous Water and Sewerage Leakage Relief Policy. Commercial, non-residential customers and State Government entities are no longer eligible for leakage relief payments. Please review the new Policy to confirm eligibility as our terms and conditions have changed.
Water is a precious commodity and it's up to us all to act quickly to respond to water leaks and prevent water loss and damage.
Water leaks on private property
Property owners are responsible for the cost of all water recorded on the water meter. This includes water lost because of internal leaks or concealed underground leakage.
Property owners are also responsible for the pipes and fittings connected to the meter tail on the property side of the meter.
Water leaks may be visible or concealed (hidden). Sometimes they will be in pipes underground or in the walls of a house. They may also be in water fittings or appliances like:
- hot water systems
You might notice wet or damp patches around your property or you may not even know you have a leak until you receive your water notice and see that your water usage has gone up.
We recommend regularly reading your water meter to detect any unusual variation in consumption between readings. Watch our video to understand how you can read your meter and check for leaks.
If you think you may have a leak:
- Turn off all taps and water-using appliances in and around your premises. Ensure toilets are not used.
- Check your water meter and take a meter reading. Write down the meter reading or take a photo of it. If the dials on your water meter are moving there could be a leak. If there is no movement on the dials, there may still be a slow leak.
- Do not use any water for at least one hour, longer if possible, then take another reading.
- If the meter reading has changed, there may be a leak as the numbers on a water meter will only move if water is being drawn through the water meter.
It is important to note that sometimes leaks occur in appliances and toilets and may not be leaking all the time. Some toilets may only leak if the flush button is stuck. If the leak is not happening when you check your meter readings, then it may look like you don't have a leak.
- Check for a toilet leak by dropping 2-3 drops of food colouring into the toilet cistern and watching the toilet bowl to see if the colour appears in the bowl. Flush the toilet after the test to clear the food colouring.
- Check around your property for any other potential sources of leaks or water usage that you are not aware of. This includes:
- water tank – does it have a leak and is being automatically topped up from the town water supply
- irrigation system – is it leaking or programmed to come on more than it should?
- swimming pool – is it leaking and being automatically topped up from the town water supply?
- is the fridge or hot water system leaking?
Leaks on your property
If you find, or suspect you have a concealed leak on your property, contact a licensed plumber to help locate and repair the leak.
Water leaks at the meter
If you notice water filling the meter box or soggy ground surrounding the meter, you could have a leak at or around the meter.
- If the ground is soggy around your meter and the meter is NOT ticking over (recording water usage), the leak is likely in our infrastructure. Call us on 1300 366 659 to report the leak.
- If the ground is soggy around the meter and the meter is ticking (while appliances in the house are not on), you will need to check the meter tail on your side of the water meter to see if there is any water leaking from the meter tail. If there is, then call us on 1300 366 659. If there is water leaking from a fitting (also known as a connector or coupling) attached to the meter tail, then you will need to call a licensed plumber to investigate.
- If your meter box is full of water, try and empty the box with a cup to see if the water meter is recording water usage. If the meter box is filling up with water faster than you can empty it, call us on 1300 366 659 and we will investigate.
There are some simple ways to prevent leaks and save water and money.
- Don't plant large trees over pipes and mains that run through your property. Their root growth may damage the pipes.
- Regularly inspect your pool for cracks and signs of leaks.
- Regularly maintain automatic watering systems (e.g. pool top up, irrigation).
- Turn taps off gently to lengthen the life of washers.
- Install water hammer arrestors if you have a water hammer problem. This will reduce shock and help extend the life of affected pipes.
- Ensure all building and renovation work is undertaken by a licensed professional.
Whilst you are responsible for the cost of water lost due to leaks on your property, we offer some relief if you have had a concealed leak and it was repaired by a Queensland licensed plumber in a timely manner.
To be eligible for concealed water leak remission you must demonstrate:
- the concealed leak was repaired in the main water supply pipe from which water enters the property (pool leaks, tap leaks, toilet leaks, leaks in irrigation systems and plumbing fixtures, jetties and pontoons are NOT eligible)
- the leak was repaired within one month from the time you notified us that you had a potential leak
- a Queensland licensed plumber undertook the repairs (an invoice is usually sufficient evidence).
From 1 July 2021 commercial, non-residential customers and State Government entities are no longer eligible for leakage relief payments.
To apply for concealed water leak remission you will need to submit a fully completed application form within three months of either receiving your water notice or notification that you had a potential leak (whichever was how you found out you had a potential water leak).
For more information read the Concealed Water Leak Policy.
Or contact us on 07 5667 5801 or 1300 465 326 if you have any queries or require further information.