MyAccount is an easy way to manage your water account online, on this site. When you have registered you can access your account any time to check your balance, view or download past bills, switch to e-billing, update your details and more. See MyAccount.

If you want to manage your account online, you need to be an existing customer and have a water account with us. See MyAccount.

Getting your account balance is easy with MyAccount. Simply, log in and go to the 'Accounts' section.

If you're not already signed up to MyAccount, register here. Once you're set up you can access your account any time.

Yes, you can pay your bill online by credit card, debit card or account2account. For internet banking we are set up as a pre-loaded payee at all major banks. See Pay a bill.

You can also use MyAccount – select ‘Pay a bill’ in the top bar.

Yes, just enter the amount you want to pay.

If you want a refund, please complete and send the form to request a refund.

In some situations, such as when a tenant is seeking a refund, we may ask you to provide receipts as proof of who made the initial payments to us.

Yes, just provide the other person’s account number when you pay. For ways to pay see Pay a bill.

Or you can use MyAccount: select ‘One-off payment’.

There’s no charge to get a copy of your bill if you use MyAccount. Here are the steps:

1. Log in and go to ‘Billing history’ in the top bar.
2. Select the account and month you want and select ‘Show bills’.
3. Select ‘Download’ beside the bill you want.

If you’re a tenant, you must be authorised by your landlord to manage the account online.

If you have trouble or would like a paper bill, contact us. Please have your account number handy – you can find this in the top right corner of your bill.

You will need to contact your bank to cancel the payment.

To cancel direct debit, phone (09) 442 2222, press 2.

To cancel a recurring credit card, please phone us on (09) 442 2222, press 2.

There is no option to cancel these payments online through MyAccount.

Please contact Auckland Council. We provide them with the details of your water bill, so they can calculate the rates rebate.

We will send you a bill for your water, wastewater and other associated charges every month via email or post. Your bill will include a breakdown of how these charges are calculated. We will send separate bills for charges related to connecting to our network.

Make sure your bank account supports direct debit – you will need to discuss this with your bank. If you still have problems, call us on (09) 442 2222, press 2.

When you sell your property, you must make sure your solicitor contacts us to close your old account, and advise us of your new property. We do not carry over any information about the previous owner/tenant, billing or payment methods. See Buying or selling a house.

We offer a range of support for customers needing financial help or advice. See Financial hardship.

No

We set up accounts under the legal property owner’s name, as our contract is with the owner.

When you buy a property, the seller’s solicitor sends us the notice of sale. We then create an account in your name, with a new number. We do not carry over any information or debts from the previous owner, or any payment arrangements.

When you sell a property, we receive the notice of sale from your solicitor and close your account.

For full details, including tenants/lessees, see Residential tenants moving in or out.

Your bill is due 21 days after the date on the bill.

If you don’t pay within 21 days of the date on your bill, we may charge an administration fee of $8 or 1 per cent of the overdue balance per month, whichever is greater.

Please allow a minimum of 2 working days for the payment to appear on your account.

Reading out the terms and conditions is a legal requirement. If you have gone through this process before, we don’t need to repeat it – our call centre team will ask you first.

If you prefer, you can:

• Complete our direct debit form

• Set up direct debit via MyAccount: just log in or register.

You will need to tick the box to show you have read the terms and conditions.

Payment of your monthly bill is due within 21 days of the bill date. Payment of charges associated with connections is due within 14 days of the bill date. Please allow a minimum of 2 working days for the payment to appear on your account.

All customers receive a bill monthly, but the exact date depends on your billing cycle. To find out the date, phone (09) 442 2222, press 2.

Or use MyAccount: log in and click ‘Billing history’ in the top bar. Then click ‘Download copy’ beside a bill, and you will see the date of the bill. This will give you an indication of the usual billing date.

To discuss your bill, please call us on (09) 442 2222, press 2.

For information on checking your balance, ways to pay, our charges, leak allowance, refunds, e-billing and more, see What you can do in MyAccount.

For information about financial help, high bill, meter readings, tenants and landlords, see Help and support.

Your account number is linked to your current house or premises.

Here are the situations where your Watercare account number will change:

• If you move to a new property. Learn more

• If you as owner change the account name from a business name to a personal name, or vice versa.

• If your water meter is reclassified as residential/business.

• If you are a tenant and you move house or premises. Learn more

• If a meter is separated onto another account related to the same property.

If you are a commercial customer, you can apply to switch to a new pricing plan.

The charges are based on your pricing plan and industry type. See How business charges work.

Residential charges: For every 1,000 litres of water that enters your property, we only charge you for 78.5 per cent (785 litres) of wastewater. This allows 21.5 per cent (215 litres) for outside activities where the water doesn’t return to the wastewater system - such as washing your car and watering your garden. This applies year-round, even during the cooler months when you are unlikely to be using the garden hose. See How residential charges work.

Business charges: The wastewater tariff varies depending on your industry type and the percentage of wastewater discharged. See How business charges work.

Running your garden hose for 10 minutes uses up to 150 litres and costs around 71 cents, depending on your water pressure. See Saving water in the garden.

You must pay the full cost of the water used to fill up a pool – the volumetric water charge. View current charge. The water charge will be included in the next bill based on an actual reading.

The wastewater charge is also in the next bill and is charged at the standard 78.5% of your water use. You are paying in advance for wastewater services (i.e. when the pool is drained into the wastewater network in the future).

The charge is higher because wastewater requires more treatment than water. See Wastewater

E-billing is paperless billing. We send you exactly the same bill information as usual, but by email rather than by mail. The e-bill is attached to the email as a PDF.

You can have bills emailed to multiple addresses, including tenants.

Once you’ve signed up, we’ll email you your next bill.

The exact date that you receive your e-bill will depend on your billing cycle.

You will receive your bill three weeks before the due date. It is sent on the same date as paper bills are posted, so you will receive it more quickly than a paper bill.

Yes. Using MyAccount you can view your bills and payment history over any period. Log in and go to ‘Billing history’.

Yes. You can continue to pay your bills in the same way.

Yes, but you must be authorised by your landlord – see Help for tenants. You can phone us or go online and use MyAccount.

No. If you opt for e-billing we will send your bill, and any reminder notices, by email.

Yes, you can get a copy when you log in to MyAccount.

Go to ‘Billing history’ in the top bar, then select the account and month you want, and click ‘Show bills'. Then click ‘Download’ beside the bill you want.

You can also contact us for a copy. There is a charge for this service – see our current charges.

There are several reasons why you may have not received your e-bill:

• The timing of bills varies slightly each month. There can be a few days’ difference between months.

• We may have your email address entered incorrectly in our system. To check what address we have, call us on (09) 442 2222 and press 2.

• Your email program may have filtered your e-bill as SPAM. Please check your ‘Junk’ folder and your SPAM filtering rules.

• ​One of your filters could be directing the email into a specific folder.

• You may have reached your email quota. You will need to delete any unwanted mail messages.

Yes. To change your address there are two options:

• Use MyAccount. Select ‘e-Billing’ in the top bar. Find your account and select ‘Update details’ at right

• Call us on (09) 442 2222, press 2

Yes, but you will be charged $1.50 including GST for each bill received from 1 July 2023.

To cancel e-billing and switch back to paper bills, there are two options:

• Use MyAccount. Select ‘e-Billing’ in the top bar. Find your account and select ‘Stop e-billing’ at right

• Call us on (09) 442 2222, press 2

You will receive your next bill by post.