Water usage and restrictions

Why are my water usage charges higher than expected?

 

How can I tell if I've got a water leak?

 

Why is my bill different from my friend's / neighbour's?

 

Why is there “Property Share%” on my bill?

 

How can I get an individual water meter (sub-meter) for my unit?

 

Is Unitywater responsible for water restrictions?

 

Why are my water usage charges higher than expected?

If the water usage on your bill is higher than expected, we are happy to investigate but there are a number of things you should check first.

  • Number of days of water usage you are being charged for: This is detailed at the top of Page 2 on your Unitywater bill.
  • Seasonal variations: Traditionally, more water is used during the Spring/Summer months than during Autumn/Winter, due to increased activities such as watering the garden, topping up a swimming pool or having extra showers.
  • Change of occupancy at your property: Visitors, new tenants or an increase in the number of residents at your home can lead to higher water usage.
  • Concealed leaks: Leaks in underground pipes or faulty plumbing and fixtures such as leaking toilets can go undetected for long periods, with some leaks wasting more than 2000 litres per day. Reading your meter every 2 weeks will assist with the early detection of concealed leaks.
  • Irrigation systems and tank top ups: If your irrigation system turns on automatically, you could be consuming thousands of litres of water each week without even knowing it. Similarly, some water tanks are topped up automatically from the town water supply, even when they’re close to capacity. We encourage you to check these systems to ensure they are operating correctly and your water tank is only topping up to 10 or 15%, leaving room for regular rainfall.

Again, we recommend you monitor your water meter regularly to ensure no surprises when you receive your bill.

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How can I tell if I’ve got a water leak?

To check for a leak, follow these steps:

  1. Turn off all taps and water appliances, and make sure no one will be using any water on the property for at least one hour. DO NOT turn off the tap at the water meter.
  2. Take a reading of the water meter and write it down.
  3. If the last number or dial on the water meter is still moving when all taps are off, there may be a leak.
  4. Keep all taps turned off, don't use any water, and take another reading one hour later (or longer if possible).
  5. If the reading has changed or the last number/dial (litres) is still moving, you may have a leak.

Leaks ar the property owner's responsibility, and we suggest you contact a licensed plumber to investigate.

You can read more about water leaks and how to read your meter, download our guide to reading your water meter (PDF), or check out our Meter Reading video.

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Why is my bill different from my friend's / neighbour’s bill when our properties are basically the same?

There are a few things that could make your bill differ from your friend’s or neighbour’s:

  • the number of days of water usage that you are being charged for on your bill;
  • the number of people in your house; and
  • whether or not you have a pool, garden, boat, irrigation system, etc.

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Why is there 'Property Share%' in the 'Water Meter Details' on Page 2 of my bill?

In most cases, this is because you live in a multi-unit residential and commercial complex, such as an apartment block, retirement village, duplex, or other type of dwelling where there is one main water meter for all the individual units. In this case, your individual water usage is charged according to your 'Property Share % (percentage)' of the total water usage by all residents. This is the 'Usage kL' measured by the main water meter multiplied by your 'Property Share %' - this is shown under 'Water Meter Details' on Page 2 of your Unitywater bill.

The 'Property Share %' that has been allocated to your unit is not determined by Unitywater, but is provided to us by the Department of Environment and Heritage Protection when the plans for constructing your complex were registered.

Unfortunately it can be difficult to influence or control the water usage behaviours of other residents in your complex. The only way to ensure you are being charged for the exact amount of water you use in your individual residence is to have sub-meter installed in all units within your complex.

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How can I get my own individual sub-meter for my unit, to measure my water usage separately from other residents?

You can find detailed information about installing an individual meter (sub-meter) for your unit in the sub-meter section of our website.

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Is Unitywater responsible for water restrictions?

No. Seqwater is responsible for implementing water restrictions. 

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I have received a Notice to Restrict Water Supply. Will you completely cut off my water? 

 

Why have I received a Notice to Restrict Water Supply?

 

How can I stop the water from being restricted?

 

My water supply has been restricted. How can I get it restored?

 

I have received a Notice to Restrict Water Supply, however I am a tenant and not responsible for the water account. What can I do?


I have received a Notice to Restrict Water Supply. Will you completely cut off my water?

Your water supply will be restricted, not cut off. For health and safety reasons you will be able to access some water, however you can expect the restriction to be a major inconvenience.

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Why have I received a Notice to Restrict Water Supply?

Unitywater takes all steps available to investigate reasons for non-payment and to offer the account holder payment options. Where this does not result in payment of the overdue accounts, Unitywater will issue a Notice to Restrict Water Supply.

Unitywater restricts water supply only when customers will not pay – not when they cannot pay. Customers who contact us to arrange a payment plan and who work with us will NOT have their water supply restricted. 

For further information please view the Code of Practice on Debt and Restriction of Water Flow (PDF).

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How can I stop the water from being restricted?

You need to make full payment of the outstanding account by within 14 days of the date of the Notice to Restrict Water Supply.

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My water supply has been restricted. How can I get it restored?

You need to make full payment of the outstanding account plus all costs of applying and removing the restriction device. 

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I have received a Notice to Restrict Water Supply, however I am a tenant and not responsible for the water account. What can I do?

Due to Privacy Act restrictions we can’t discuss details of water supply and sewerage accounts for this property with you unless you are authorised by the owner. You need to take the issue up with your landlord or agent. 

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As of 1 January 2013 all water restrictions and permanent water conservation measures, including Water Efficiency Management Plans (WEMPs) for large business users, ceased to exist in Queensland.

    Did You Know
  • Approximately one pool in every 20 has a leak! Even a minor leak can result in a major water loss.  Under pressure a tiny leak can lose more than 3000 litres a day.