Damaged and faulty meters



Please contact us on 1300 086 489 if you can see physical signs of damage on your water meter.

Damage can include:

  • The meter is physically damaged (e.g. run over, slashed by mower or whipper snipper)
  • The meter has other defects (e.g. cloudy glass).

We will perform a visual inspection, and if required, we will replace the meter as soon as possible to maintain a continued service and record of consumption.


Unable to turn off stop tap

All properties have a stop tap, which is connected to your water meter. The stop tap is located on the road side of the meter and is used to control the water supply to your property.

You will occasionally need to turn off your stop tap at the meter to stop the flow of water into your property if you need to do any plumbing work i.e. changing a tap washer or in case of an emergency and you have water leaking or flooding in your house.


Determine if your stop tap has a normal tap or a lever

Stop tap with tap
To turn a stop tap ON: Turn anti-clockwise fully
To turn a stop tap OFF: Turn clockwise fully

Stop tap with lever – long grip handle and collar
Slide the collar up the handle to allow it to turn.

It is a great idea to find your water meter and know how to turn it off before you have a problem.


Water meter reading too high

If there are no physical signs of damage to your water meter we advise to do the following:

1. Test for a water leak. If the dials on your water meter are turning over when you are not using any water on the property or the dials appear to be turning quickly, this could be an indication of a leak at your property.

Leaks on the customer’s side of the water meter are the responsibility of the property owner. These leaks can sometimes be located in the pipework underground or within concrete and can be difficult to locate. This can be costly, especially when you consider that leaks in excess of 2000 litres per day can show no obvious sign of water loss at ground level. 

Check for leaks using these simple steps:

1. Check your property for visible water leaks from taps, toilets, showers and irrigation systems.

2. Turn off all taps, water appliances and irrigation at your property.

3. Read the water meter and record the reading. Leave the water meter tap on. (Watch the how to read your meter video or download our guide to reading your water meter.)

4. Wait at least one hour before reading your water meter again. Remember not to use any water, even to flush the toilet.

5. If the reading has changed, there could be a water leak. You may wish to contact a licensed plumber to find and repair the leak. Many leaks occur under the ground and can be difficult to find.

Toilet cistern leaks are common and can be easily checked by following these steps:

1. Pour food colouring into the toilet cistern.

2. If colour appears in the toilet bowl before flushing, you have a leak.

3. Flush as soon as the test has been completed as food colouring may stain the cistern.

GOOD TIP: Monitor your water usage to determine how much water you use in a set period. You can do this by reading your water meter at a set time each day. This will give an indication of how much water you are using on a daily basis. Watch our video to learn how to read your meter.


I still believe my meter is faulty

If you still believe your meter is faulty because your meter is providing an unusually high or low reading, you may consider meter testing. This involves a National Association of Testing Authorities (NATA) accredited laboratory performing a calibration test on your meter, at your cost. This will be refunded if the test results show that the meter is faulty.  

We suggest you only consider the meter testing option if you have assessed your recent water usage and conducted a leak test. 

How to apply for a calibration test
Please complete the relevant application form below and submit your payment. Single residential properties typically have a 20mm or 25mm meter and commercial or multi-residential properties have a meter larger than 25mm. 

Standard Services - 20mm/25mm: Standard Connection Request Form (PDF)                                                                                   

Non-Standard Services - 25mm and above: Water and Sewerage Supply Services - Private Works Application (PDF).

Note: This fee will be refunded if the test results show the meter was faulty. Once we have received your payment, we will remove your meter and replace it with a new one. The old meter will be sent away for testing. If the results show the meter was faulty your water supply and sewerage account will be adjusted in accordance with the test results and these changes will be reflected on your next account.

For non-standard meters we will respond with a written quote within 15 working days.  If you decide to proceed, simply pay the fee advised in the quote and we will then complete the calibration test within the specified timeframe.

Meter replacement program

Unitywater has an ongoing proactive meter replacement program  to replace meters that have reached the end of their life cycle and meters are chosen according to a maintenance schedule. You will receive notification if your water meter is scheduled to be replaced as part of the meter replacement program.

The ongoing program ensures your water meter readings and bills remain as accurate as possible. Replacement depends on the specifications of the individual meter. So, your meter may be replaced but the meter belonging to your neighbours may not be. This is perfectly normal.

Proactive water meter replacement work is fully funded by Unitywater at no additional charge to customers. However, fees can apply if you have requested to have your meter replaced because you believe it may be damaged or faulty.

Meter replacement work is undertaken by licensed plumbing contractors authorised by Unitywater. They can be identified by ID cards, vehicle signage and will wear high-visibility uniforms.

    Saving Tips
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    Use good quality soil with plenty of organic matter. Mulch can reduce moisture loss from the soil surface through evaporation by 70%. Good mulches include woodchips, chipped tree waste, gravel and stone.