FAQs mō te wai
Water FAQs
Frequently asked questions about water supply, how we treat water, water meters, and the leak allowance.
Water supply
Which areas does Watercare supply?Most homes and businesses are connected to the metropolitan network, which extends south to Pukekohe and north to Waiwera.
Overall, about 98 per cent of the water we treat feeds into this network.
Most homes and businesses are connected to the metropolitan network, which extends south to Pukekohe and north to Waiwera.
Overall, about 98 per cent of the water we treat feeds into this network.
Are there other sources of water?Some of our rural communities have a local source. For example, people living in Waiuku receive water that is sourced from an aquifer. It is treated and distributed via the town’s local network.
Some of our rural communities have a local source. For example, people living in Waiuku receive water that is sourced from an aquifer. It is treated and distributed via the town’s local network.
What is the average rainfall per year in the Auckland region?The Auckland region receives between 1200 and 1250 millimetres of rain per year.
The Auckland region receives between 1200 and 1250 millimetres of rain per year.
Treating water
How we treat your waterOur processes start right at the source.
Auckland’s water comes from varied sources, including dams, bores, springs and rivers. Each treatment plant is designed to deal with its particular sources of raw water.
The water from dams in the Hūnua and Waitākere ranges comes from protected areas that are mostly native bush. It requires a relatively low level of treatment to meet the water standards.
Groundwater typically requires even less treatment, as the raw water is usually free from bacteria and has very low turbidity (cloudiness).
Water from the Waikato River travels through a number of different environments on its journey to the water treatment plant at Tuakau, so it goes through additional treatment processes.
Our processes start right at the source.
Auckland’s water comes from varied sources, including dams, bores, springs and rivers. Each treatment plant is designed to deal with its particular sources of raw water.
The water from dams in the Hūnua and Waitākere ranges comes from protected areas that are mostly native bush. It requires a relatively low level of treatment to meet the water standards.
Groundwater typically requires even less treatment, as the raw water is usually free from bacteria and has very low turbidity (cloudiness).
Water from the Waikato River travels through a number of different environments on its journey to the water treatment plant at Tuakau, so it goes through additional treatment processes.
Treating water from damsFour plants treat Auckland’s dam water.
Most of Auckland's water comes from dams in the Hūnua and Waitākere ranges. It is treated at four plants: Ardmore, Huia, Huia Village and Waitākere.
1. Screening
Water passes through screens that remove any large debris, such as leaves, branches, rubbish and dead insects.
2. Coagulation
To remove any dirt that remains, we typically add a compound known as aluminium sulphate (alum) to the water. The alum and dirt particles stick together (coagulate) into large, heavier particles called ‘flocs’.
3. Clarification
The water is pumped into settling tanks, or clarifiers, where most of the floc settles on the bottom of the tank and is removed. The clarified water is collected from the top of the tank.
4. Filtration
The water is forced through sand filters. These trap any remaining particles in the water.
5. Chlorine disinfection
Chlorine is added to kill any germs (micro-organisms), such as E. coli and campylobacter, which might remain after filtration.
6. Fluoride
Fluoride is added to the Auckland metropolitan water supply, with the exception of Onehunga. This is at the request of Auckland’s legacy councils (before Auckland Council integration).
27 July 2022 - Auckland Council directed to fluoridate Onehunga, Waiuku water supplies
We have been directed by the Director-General of Health Dr Ashley Bloomfield to install fluoride dosing systems at our Onehunga Water Treatment Plant by 30 June 2024. By 30 June 2026, we are required to upgrade our three Waiuku plants and fluoridate the community’s water supply. To read more about this decision, click here.
7. pH balancing
The final stage is to balance the pH of the water.
Four plants treat Auckland’s dam water.
Most of Auckland's water comes from dams in the Hūnua and Waitākere ranges. It is treated at four plants: Ardmore, Huia, Huia Village and Waitākere.
1. Screening
Water passes through screens that remove any large debris, such as leaves, branches, rubbish and dead insects.
2. Coagulation
To remove any dirt that remains, we typically add a compound known as aluminium sulphate (alum) to the water. The alum and dirt particles stick together (coagulate) into large, heavier particles called ‘flocs’.
3. Clarification
The water is pumped into settling tanks, or clarifiers, where most of the floc settles on the bottom of the tank and is removed. The clarified water is collected from the top of the tank.
4. Filtration
The water is forced through sand filters. These trap any remaining particles in the water.
5. Chlorine disinfection
Chlorine is added to kill any germs (micro-organisms), such as E. coli and campylobacter, which might remain after filtration.
6. Fluoride
Fluoride is added to the Auckland metropolitan water supply, with the exception of Onehunga. This is at the request of Auckland’s legacy councils (before Auckland Council integration).
27 July 2022 - Auckland Council directed to fluoridate Onehunga, Waiuku water supplies
We have been directed by the Director-General of Health Dr Ashley Bloomfield to install fluoride dosing systems at our Onehunga Water Treatment Plant by 30 June 2024. By 30 June 2026, we are required to upgrade our three Waiuku plants and fluoridate the community’s water supply. To read more about this decision, click here.
7. pH balancing
The final stage is to balance the pH of the water.
Treating water from the Waikato RiverTo maintain quality we take extra steps. This is because the water travels more than 400 kilometres through towns, past farms and industries before it reaches our treatment plant in Tuakau. Runoff from farms and industries that use the water, such as power stations, affects the quality of the water before we treat it.
Our ultra-filtration process uses membrane technology: clarified water passes through fine membrane filters that prevent tiny micro-organisms such as giardia and cryptosporidium from passing though. This makes the Waikato treatment plant one of the most sophisticated in Australasia.
To maintain quality we take extra steps. This is because the water travels more than 400 kilometres through towns, past farms and industries before it reaches our treatment plant in Tuakau. Runoff from farms and industries that use the water, such as power stations, affects the quality of the water before we treat it.
Our ultra-filtration process uses membrane technology: clarified water passes through fine membrane filters that prevent tiny micro-organisms such as giardia and cryptosporidium from passing though. This makes the Waikato treatment plant one of the most sophisticated in Australasia.
Drinking water quality
What is drinking water?Drinking water is the term we use for the water we supply through your taps. In the Auckland region it is safe for drinking and cooking, and for all the other uses around the home – cleaning the dishes, taking showers, washing the laundry, flushing the toilet, watering the garden.
Drinking water is the term we use for the water we supply through your taps. In the Auckland region it is safe for drinking and cooking, and for all the other uses around the home – cleaning the dishes, taking showers, washing the laundry, flushing the toilet, watering the garden.
What's in my water?Fluoride
Fluoride is a natural element found in air, soil, fresh water, seawater, plants and lots of foods. Adding fluoride to public water supplies is a proven health measure to reduce tooth decay and strengthen teeth.
We add fluoride to the water supply at the request of the Director General of Health, under the Health (Fluoridation of Drinking Water) Amendment Act 2021. Our current role is to undertake and maintain compliant fluoridation system operations.
The amount of fluoride the Ministry of Health recommends is between 0.7 and 1.0 parts per million in drinking water.
Learn more: Ministry of Health
27 July 2022 - Auckland Council directed to fluoridate Onehunga, Waiuku water supplies
We have been directed by the Director-General of Health Dr Ashley Bloomfield to install fluoride dosing systems at our Onehunga Water Treatment Plant by 30 June 2024. By 30 June 2026, we are required to upgrade our three Waiuku plants and fluoridate the community’s water supply.
Chlorine
During the treatment process, chlorine is added to kill any harmful bacteria. Chlorine evaporates quickly and has been used effectively around the world for over 100 years.
Lime
Lime is added to protect the water supply pipes from corrosion.
Fluoride
Fluoride is a natural element found in air, soil, fresh water, seawater, plants and lots of foods. Adding fluoride to public water supplies is a proven health measure to reduce tooth decay and strengthen teeth.
We add fluoride to the water supply at the request of the Director General of Health, under the Health (Fluoridation of Drinking Water) Amendment Act 2021. Our current role is to undertake and maintain compliant fluoridation system operations.
The amount of fluoride the Ministry of Health recommends is between 0.7 and 1.0 parts per million in drinking water.
Learn more: Ministry of Health
27 July 2022 - Auckland Council directed to fluoridate Onehunga, Waiuku water supplies
We have been directed by the Director-General of Health Dr Ashley Bloomfield to install fluoride dosing systems at our Onehunga Water Treatment Plant by 30 June 2024. By 30 June 2026, we are required to upgrade our three Waiuku plants and fluoridate the community’s water supply.
Chlorine
During the treatment process, chlorine is added to kill any harmful bacteria. Chlorine evaporates quickly and has been used effectively around the world for over 100 years.
Lime
Lime is added to protect the water supply pipes from corrosion.
Why is Auckland's water considered soft?Water in New Zealand is comparatively soft. It is generally low in the minerals and salts that make water hard.
This is also true of water in the Auckland region. Our metropolitan treatment plants draw water mainly from surface water sources. These are low in calcium and salts compared to groundwater, which picks up minerals as it makes its way into waterways.
Hard water is difficult to lather with soap or shampoo, it builds up scale deposits on water-using appliances, and leaves residue on bathtubs and showers.
Water in New Zealand is comparatively soft. It is generally low in the minerals and salts that make water hard.
This is also true of water in the Auckland region. Our metropolitan treatment plants draw water mainly from surface water sources. These are low in calcium and salts compared to groundwater, which picks up minerals as it makes its way into waterways.
Hard water is difficult to lather with soap or shampoo, it builds up scale deposits on water-using appliances, and leaves residue on bathtubs and showers.
I want to report a water quality issueIf you have any concerns about the quality of water we supply, such as a change in clarity, taste or smell, please phone (09) 442 2222, press 1.
We will investigate and if necessary test it to find the cause.
If you have any concerns about the quality of water we supply, such as a change in clarity, taste or smell, please phone (09) 442 2222, press 1.
We will investigate and if necessary test it to find the cause.
Flush your pipes
Why should I flush my tap?Most of the water supplied in New Zealand is slightly acidic. Acidic water is also known as plumbosolvent water – this means it dissolves lead and other heavy metals.
The Ministry of Health believes that the risk from heavy metals in drinking water is small. However, as a precaution, it recommends that all households flush a large glass (500ml) of water from their drinking water tap each morning to eliminate the risk. You may want to collect this water and reuse it to water your pot plants.
Most of the water supplied in New Zealand is slightly acidic. Acidic water is also known as plumbosolvent water – this means it dissolves lead and other heavy metals.
The Ministry of Health believes that the risk from heavy metals in drinking water is small. However, as a precaution, it recommends that all households flush a large glass (500ml) of water from their drinking water tap each morning to eliminate the risk. You may want to collect this water and reuse it to water your pot plants.
What is plumbosolvency?Plumbosolvency is the ability of a solvent (usually a liquid) to dissolve other substances.
Plumbosolvent water can dissolve any metals that it comes into contact with. If it is left sitting for several hours in your household plumbing fittings, small amounts of heavy metals from these fittings can enter the water supply.
Heavy metals commonly dissolved in drinking water include lead, nickel, cadmium and copper.
Plumbosolvency is the ability of a solvent (usually a liquid) to dissolve other substances.
Plumbosolvent water can dissolve any metals that it comes into contact with. If it is left sitting for several hours in your household plumbing fittings, small amounts of heavy metals from these fittings can enter the water supply.
Heavy metals commonly dissolved in drinking water include lead, nickel, cadmium and copper.
Is plumbosolvency a problem with the water supply?No. This is not about the chemical quality of your drinking water but about whether the water has had prolonged contact with metals in household plumbing fittings.
We continue to meet the requirements of the Drinking Water Standards for New Zealand 2005 (revised 2008) and deliver safe water that you can use from your taps each day.
Under the Drinking Water Standards for New Zealand 2005 (revised 2008), the Ministry of Health requires water suppliers to alert residents to the issue of plumbosolvency. For water suppliers serving more than 1000 people, such as Watercare, this is done twice a year through a public notice from the Ministry of Health.
Water supplies are considered to be plumbosolvent until the water supplier can show otherwise.
No. This is not about the chemical quality of your drinking water but about whether the water has had prolonged contact with metals in household plumbing fittings.
We continue to meet the requirements of the Drinking Water Standards for New Zealand 2005 (revised 2008) and deliver safe water that you can use from your taps each day.
Under the Drinking Water Standards for New Zealand 2005 (revised 2008), the Ministry of Health requires water suppliers to alert residents to the issue of plumbosolvency. For water suppliers serving more than 1000 people, such as Watercare, this is done twice a year through a public notice from the Ministry of Health.
Water supplies are considered to be plumbosolvent until the water supplier can show otherwise.
Are there any health risks from the drinking water?Heavy metals are a health concern whether they come from drinking water, air or food. They can build up in the organs of your body. High levels can be harmful to your health.
Infants, children and pregnant women are more susceptible to the toxic effects of heavy metals, so steps should be taken to reduce heavy metal concentrations in water that this group of people may consume.
Lead is the main heavy metal in drinking water and the one that poses the greatest health concern. Lead cannot be removed from the body, so it builds up in the skeleton and can damage nerves and organs. Infants, children and pregnant women are most susceptible to lead's toxic effects, which can include brain and kidney damage.
Heavy metals are a health concern whether they come from drinking water, air or food. They can build up in the organs of your body. High levels can be harmful to your health.
Infants, children and pregnant women are more susceptible to the toxic effects of heavy metals, so steps should be taken to reduce heavy metal concentrations in water that this group of people may consume.
Lead is the main heavy metal in drinking water and the one that poses the greatest health concern. Lead cannot be removed from the body, so it builds up in the skeleton and can damage nerves and organs. Infants, children and pregnant women are most susceptible to lead's toxic effects, which can include brain and kidney damage.
Does it matter if I am on public or private water supplies?No. Flushing your drinking water taps is recommended for all households, whether on public or private water supplies.
No. Flushing your drinking water taps is recommended for all households, whether on public or private water supplies.
Our dams
How do our dams compare in size?Mangatangi is our largest dam. Completed in 1977, it has a lake area of 185 hectares and capacity of 35.3 gigalitres. Upper Mangatawhiri is our second largest dam. It has a lake area of 128.5 hectares and capacity of 16.2 gigalitres.
In terms of capacity, Upper Nihotupu Dam holds 2.2 gigalitres and spills into Lower Nihotupu Dam. Waitākere Dam holds 1.76 gigalitres and doesn't spill into another dam, so when it's full we maximise its production.
Mangatangi is our largest dam. Completed in 1977, it has a lake area of 185 hectares and capacity of 35.3 gigalitres. Upper Mangatawhiri is our second largest dam. It has a lake area of 128.5 hectares and capacity of 16.2 gigalitres.
In terms of capacity, Upper Nihotupu Dam holds 2.2 gigalitres and spills into Lower Nihotupu Dam. Waitākere Dam holds 1.76 gigalitres and doesn't spill into another dam, so when it's full we maximise its production.
How much does Hays Creek Dam store?Hays Creek Dam is tiny compared to our biggest dams Mangatangi and Upper Mangatawhiri. It spans 18.2 hectares and has a capacity of only 1.1 gigalitres. Interestingly, unlike our other catchment areas, it is not a protected catchment. This dam was taken out of service several years ago as it was supplying only a fraction of Auckland's drinking water and was expensive to run. It was reconnected to the metropolitan supply in February 2021, boosting Auckland’s capacity by six million litres a day and by up to 12 million litres a day by August 2023.
Hays Creek Dam is tiny compared to our biggest dams Mangatangi and Upper Mangatawhiri. It spans 18.2 hectares and has a capacity of only 1.1 gigalitres. Interestingly, unlike our other catchment areas, it is not a protected catchment. This dam was taken out of service several years ago as it was supplying only a fraction of Auckland's drinking water and was expensive to run. It was reconnected to the metropolitan supply in February 2021, boosting Auckland’s capacity by six million litres a day and by up to 12 million litres a day by August 2023.
How much water do the Hūnua dams provide?Our dams in the Hūnua Ranges are by far the largest. Combined they cover 534 hectares and normally provide 60 per cent of Auckland’s water.
Our dams in the Hūnua Ranges are by far the largest. Combined they cover 534 hectares and normally provide 60 per cent of Auckland’s water.
How much water do the Waitākere dams provide?Our dams in the Waitākere Ranges cover 162 hectares and normally provide 20 per cent of Auckand's water supply.
Our dams in the Waitākere Ranges cover 162 hectares and normally provide 20 per cent of Auckand's water supply.
Why can’t you strategically keep your dams low and prevent them from spilling?Auckland’s water supply dams aren’t designed for the rapid drawdown of their water levels and are not suitable for flood management purposes. If they did have the infrastructure to do this, we would lose a significant amount of the city’s water storage capacity and reduce the water available during a drought, which would bring forward the need to invest in new water sources.
Auckland’s water supply dams aren’t designed for the rapid drawdown of their water levels and are not suitable for flood management purposes. If they did have the infrastructure to do this, we would lose a significant amount of the city’s water storage capacity and reduce the water available during a drought, which would bring forward the need to invest in new water sources.
Why is Waitākere Dam typically one of the first to spill?Waitākere Dam is the highest elevated dam, and like Hays Creek Dam it is tiny compared to our biggest dams which are located in the Hūnua Ranges. It spans 25.1 hectares, has a capacity of 1.76 gigalitres and is the smallest dam in the Waitākere Ranges. In 2020, it reached 100 per cent capacity and was spilling. Its size along with the fact it has received more rainfall than other catchment areas are key factors in causing it to spill. When full, in order to reduce the amount of spillage our team maximises production from Waitākere Dam.
Waitākere Dam is the highest elevated dam, and like Hays Creek Dam it is tiny compared to our biggest dams which are located in the Hūnua Ranges. It spans 25.1 hectares, has a capacity of 1.76 gigalitres and is the smallest dam in the Waitākere Ranges. In 2020, it reached 100 per cent capacity and was spilling. Its size along with the fact it has received more rainfall than other catchment areas are key factors in causing it to spill. When full, in order to reduce the amount of spillage our team maximises production from Waitākere Dam.
Leak allowance
How can I confirm that I have a leak?If you have an unexpectedly high water bill, it may be due to a leak. To learn more, see:
If you have an unexpectedly high water bill, it may be due to a leak. To learn more, see:
Who pays to repair a leak?It is the property owner's responsibility to fix leaks and pay for any repairs.
If you don’t have funds readily available to pay for leak repairs, you may seek help from Work and Income, phone 0800 559 009.
It is the property owner's responsibility to fix leaks and pay for any repairs.
If you don’t have funds readily available to pay for leak repairs, you may seek help from Work and Income, phone 0800 559 009.
How soon should I apply for the allowance?Once you've been made aware of the leak, you must send the form to us within three months.
Once you've been made aware of the leak, you must send the form to us within three months.
What does the allowance cover?The allowance will be for excess water use compared to your average use calculated from your previous two meter reads.
If you have not been at the property for a full year, the typical average daily use will be applied.
The allowance will be for excess water use compared to your average use calculated from your previous two meter reads.
If you have not been at the property for a full year, the typical average daily use will be applied.
When will the allowance take effect?We will process requests within 10 working days of receiving your application, or earlier if possible.
If we accept your application, you'll receive a letter stating the allowance amount, how much you have left to pay on your bill and your new due date.
The allowance will appear as a credit in the current charges section on your next bill.
We will process requests within 10 working days of receiving your application, or earlier if possible.
If we accept your application, you'll receive a letter stating the allowance amount, how much you have left to pay on your bill and your new due date.
The allowance will appear as a credit in the current charges section on your next bill.
I've fixed a leak. Why is my latest bill still high?The most likely reason is that we alternate actual and estimated meter readings.
The chart below shows an example of this scenario. The first high bill due to a leak is in May. The leak is fixed sometime in June or July, but there is a second high bill in July.
The estimate in June is significantly lower as it is based on the last two normal actual reads (January and March).
The July bill is still higher than usual because it has recorded the rest of the leak between receiving the May bill and when it was fixed (sometime between the June and July bills).
View an example of this on a bill.
If you think this situation applies to you, please contact us so we can consider a further allowance. Phone: (09) 442 2222, press 2.
The most likely reason is that we alternate actual and estimated meter readings.
The chart below shows an example of this scenario. The first high bill due to a leak is in May. The leak is fixed sometime in June or July, but there is a second high bill in July.
The estimate in June is significantly lower as it is based on the last two normal actual reads (January and March).
The July bill is still higher than usual because it has recorded the rest of the leak between receiving the May bill and when it was fixed (sometime between the June and July bills).
View an example of this on a bill.
If you think this situation applies to you, please contact us so we can consider a further allowance. Phone: (09) 442 2222, press 2.
Can I get a refund if my account goes into credit due to a leak allowance?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.
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.
I am a commercial customer. Can I apply for the allowance?Yes, but the allowance will be for wastewater charges only.
Yes, but the allowance will be for wastewater charges only.
Can I get an allowance for another leak?If you have another leak within two years of receiving the allowance, you may send a new application. You must attach a plumber’s invoice.
Note: the allowance for a second leak will only be for excess wastewater charges.
If you have another leak within two years of receiving the allowance, you may send a new application. You must attach a plumber’s invoice.
Note: the allowance for a second leak will only be for excess wastewater charges.
Water meters
Do I have to pay Watercare if I use a rain tank for my water?If you are connected to the public wastewater network we will charge you for this service.
If you are connected to the public wastewater network we will charge you for this service.
How do I read my meter?Follow the steps in this guide: Find and read my water meter.
Follow the steps in this guide: Find and read my water meter.
I want to add another meter/move my meterMoving or installing a meter is done at your cost.
To apply to move your meter see Change a connection
To apply for an additional meter, see Apply for a residential connection
Moving or installing a meter is done at your cost.
To apply to move your meter see Change a connection
To apply for an additional meter, see Apply for a residential connection
Where is my meter?The water meter is usually in the ground at the front of the property, near the left or right boundary.
The water meter is usually in the ground at the front of the property, near the left or right boundary.
Who repairs my meter?We own and are responsible for all Watercare meters.
We own and are responsible for all Watercare meters.
What if the meter reader can't access my meter?As the property owner, you must make sure we can enter your property to read the meter. If we can’t gain access, for example because of a locked gate or overgrown garden, we will have to make an estimate of your water usage.
If there is a problem with access to your property, please view this form.
As the property owner, you must make sure we can enter your property to read the meter. If we can’t gain access, for example because of a locked gate or overgrown garden, we will have to make an estimate of your water usage.
If there is a problem with access to your property, please view this form.
How do I arrange for a meter reading?
What is my water meter number?The meter number is on the reverse side of your bill, under ‘Consumption details’. If you are registered with MyAccount you can view the bill online. For help, go to MyAccount help and follow the steps for View/download/print a bill.
You can also find the number on your meter. Find and read my water meter.
The meter number is on the reverse side of your bill, under ‘Consumption details’. If you are registered with MyAccount you can view the bill online. For help, go to MyAccount help and follow the steps for View/download/print a bill.
You can also find the number on your meter. Find and read my water meter.
Which water meter serves my property?If you are not sure which is your water meter, you can do a simple test using your water bill and the kitchen tap. Download the water meter guide.
If you are not sure which is your water meter, you can do a simple test using your water bill and the kitchen tap. Download the water meter guide.
Who maintains the meter?We own and are responsible for all Watercare meters (including shared meters and subsidiary meters). Who is responsible?
Check meters are privately owned and are the responsibility of the owner. Learn more about check meters.
We own and are responsible for all Watercare meters (including shared meters and subsidiary meters). Who is responsible?
Check meters are privately owned and are the responsibility of the owner. Learn more about check meters.
Can I add/move/disconnect a meter?Residential meters: For the application form and a checklist of the information we require, go to Apply for a residential connection.
Business meters: For the application form and a checklist of the information we require, go to Apply for a business connection.
Residential meters: For the application form and a checklist of the information we require, go to Apply for a residential connection.
Business meters: For the application form and a checklist of the information we require, go to Apply for a business connection.
Smart meters
What is a smart meter?A smart meter is a water meter that measures consumption electronically. Water usage readings are taken every thirty minutes and this data is sent to us once daily. You can get the readings directly to your phone via our app to help manage your water use and receive notification about possible leaks. It records battery level, signal strength, date and time, and sends alerts if there is a problem with the meter.
A smart meter is a water meter that measures consumption electronically. Water usage readings are taken every thirty minutes and this data is sent to us once daily. You can get the readings directly to your phone via our app to help manage your water use and receive notification about possible leaks. It records battery level, signal strength, date and time, and sends alerts if there is a problem with the meter.
What are the benefits of a smart meter?- Monthly bills from us based on your actual water use. With mechanical meters, your bill is based on an estimate every second month.
- Live visibility of your water usage through our app. See your monthly, daily and half hourly use, to help conserve water and keep your costs down.
- Quick notification about possible water leaks through our app, so you can save water and avoid a higher bill.
- Monthly bills from us based on your actual water use. With mechanical meters, your bill is based on an estimate every second month.
- Live visibility of your water usage through our app. See your monthly, daily and half hourly use, to help conserve water and keep your costs down.
- Quick notification about possible water leaks through our app, so you can save water and avoid a higher bill.
Will every property's water meter be replaced?All eligible water meters will be replaced with smart meters over time. We are prioritising the meters that are 10-15 years old. Water meters are owned by us not the property owner, and we replace them due to wear and tear. Eligibility includes meter size, age and signal strength.
Can I pay for a smart meter and get one sooner?
No. The replacement process cannot be fast tracked by offering to pay for the installation.
All eligible water meters will be replaced with smart meters over time. We are prioritising the meters that are 10-15 years old. Water meters are owned by us not the property owner, and we replace them due to wear and tear. Eligibility includes meter size, age and signal strength.
Can I pay for a smart meter and get one sooner?
No. The replacement process cannot be fast tracked by offering to pay for the installation.
How will I know if my meter is going to be replaced?We will notify the people living at your property a few weeks ahead of replacing the meter.
We will notify the people living at your property a few weeks ahead of replacing the meter.
What impact will the replacement have on me?We will need to turn off your water supply for around one hour during the installation.
We will need to turn off your water supply for around one hour during the installation.
How is the installation done?On the day of the installation, our contractors will knock on your door to let you know they are replacing the meter and need to turn off the water for around one hour. They will have ID cards with them and will be wearing high visibility clothing. Once they have replaced the meter, they will turn the water back on and leave a note in your mailbox.
On the day of the installation, our contractors will knock on your door to let you know they are replacing the meter and need to turn off the water for around one hour. They will have ID cards with them and will be wearing high visibility clothing. Once they have replaced the meter, they will turn the water back on and leave a note in your mailbox.
How does the smart meter work?The smart device and the water meter are fully integrated in one unit. The meter takes readings every 30 minutes and this data is sent to us once daily. The device also records battery level, signal strength, date and time, and sends alerts if there is a problem with the meter or your water supply.
The smart device and the water meter are fully integrated in one unit. The meter takes readings every 30 minutes and this data is sent to us once daily. The device also records battery level, signal strength, date and time, and sends alerts if there is a problem with the meter or your water supply.
How often will the smart meter transmit my data?The smart meter will transmit data once a day to our secure information database.
The smart meter will transmit data once a day to our secure information database.
Will I be able to receive my water usage data?One of the benefits of downloading our smart meter app is being able to track water use and receive water-saving tips. See Use our app.
One of the benefits of downloading our smart meter app is being able to track water use and receive water-saving tips. See Use our app.
Will the battery in the smart meter need checking and/or replacing regularly?No. The battery is fully enclosed within the unit to protect it from water. It is expected to last 10-15 years.
No. The battery is fully enclosed within the unit to protect it from water. It is expected to last 10-15 years.
Will I be able to read my water meter after the smart device is installed?Yes, you will still be able to read your meter.
Yes, you will still be able to read your meter.
If I have a leak, will the meter show constant movement?Yes. The droplet symbol will appear if water is being used. If there is no water being used and the water droplet symbol is showing, this indicates a leak.
Yes. The droplet symbol will appear if water is being used. If there is no water being used and the water droplet symbol is showing, this indicates a leak.
What do I do if my meter is in flight mode?This needs to be resolved by our faults team as it indicates that the installation process is incomplete. Faults will need to find out who carried out the installation and request that they return to the property to activate the meter.
This needs to be resolved by our faults team as it indicates that the installation process is incomplete. Faults will need to find out who carried out the installation and request that they return to the property to activate the meter.
How long will a smart meter last?As with the mechanical meters, the smart meters are expected to last 10-15 years. Over this period, its readings will remain accurate. Its lifespan is based on its battery which is fully enclosed within the unit.
As with the mechanical meters, the smart meters are expected to last 10-15 years. Over this period, its readings will remain accurate. Its lifespan is based on its battery which is fully enclosed within the unit.
How should I care for my meter?As a customer, it is your responsibility to ensure the meter doesn’t become overgrown (with grass, shrubs and leaves) so our team can access it for maintenance. It is also important that you have easy access to turn off your water supply should you have a sudden leak and require a plumber.
As a customer, it is your responsibility to ensure the meter doesn’t become overgrown (with grass, shrubs and leaves) so our team can access it for maintenance. It is also important that you have easy access to turn off your water supply should you have a sudden leak and require a plumber.
Will the new device affect my bill?There is no additional cost for the new meter reading device.
You will start to receive monthly bills based on your actual water use. Your first bill after the meter replacement will show usage from the old meter and the new meter. Your account number will remain the same. See billing example below.
Smart meters accurately record the volume of water entering a property, ensuring the monthly bill reflects a household's water use. As mechanical meters age, they can under record a household's water use which means, when people switch to a smart meter they may notice their bills increase a little.
There is no additional cost for the new meter reading device.
You will start to receive monthly bills based on your actual water use. Your first bill after the meter replacement will show usage from the old meter and the new meter. Your account number will remain the same. See billing example below.
Smart meters accurately record the volume of water entering a property, ensuring the monthly bill reflects a household's water use. As mechanical meters age, they can under record a household's water use which means, when people switch to a smart meter they may notice their bills increase a little.
Can I choose the day I get billed?No.
No.
Is my smart meter being billed automatically?Yes, from 30 November 2022 customers will be billed off smart meter data.
Yes, from 30 November 2022 customers will be billed off smart meter data.
Will I continue to receive estimate reads?Your bill will be generated directly from your smart meter data rather than from a manual read. If your meter stops sending data and we are unable to obtain an actual reading you will receive an estimate.
Your bill will be generated directly from your smart meter data rather than from a manual read. If your meter stops sending data and we are unable to obtain an actual reading you will receive an estimate.
Master and subsidiary meters
How is the water bill calculated?Each property receives a bill for their own use through their sub meter. We then add up the usage from all the sub meters and compare this to the master meter usage. The master is the first in line so will capture all usage going through the private network.
If there is a difference in usage then each dwelling that is connected via the master will receive an equal share of the usage.
Example:
Network of master meter and three sub meters (kL = kilolitre):
Usage for network is master 36 kL, sub 1 = 15 kL, sub 2 = 8 kL, sub 3 = 10 kL
Total usage for all sub meters = 33 kL
Calculation:
Sub 1 = 15 + ((36-33)/3) = 16 kL
Sub 2 = 8 + ((36-33)/3) = 9 kL
Sub 3 = 10 + ((36-33)/3) = 11 kL
Total network usage = 36 kL (16 + 9 + 11)
Each property receives a bill for their own use through their sub meter. We then add up the usage from all the sub meters and compare this to the master meter usage. The master is the first in line so will capture all usage going through the private network.
If there is a difference in usage then each dwelling that is connected via the master will receive an equal share of the usage.
Example:
Network of master meter and three sub meters (kL = kilolitre):
Usage for network is master 36 kL, sub 1 = 15 kL, sub 2 = 8 kL, sub 3 = 10 kL
Total usage for all sub meters = 33 kL
Calculation:
Sub 1 = 15 + ((36-33)/3) = 16 kL
Sub 2 = 8 + ((36-33)/3) = 9 kL
Sub 3 = 10 + ((36-33)/3) = 11 kL
Total network usage = 36 kL (16 + 9 + 11)
Who is responsible for maintenance and repairs of master and sub meters?We are responsible for the pipe between the public watermain in the road, and the master meter.
The property owners are jointly responsible for the water pipe between the master and sub meter. Each owner is responsible for the pipe between the sub meter and their dwelling.
We are responsible for the pipe between the public watermain in the road, and the master meter.
The property owners are jointly responsible for the water pipe between the master and sub meter. Each owner is responsible for the pipe between the sub meter and their dwelling.
Check meters
I have a check meter. Will this change my water bill?No. Installing a check meter does not change the way we charge our customers.
No. Installing a check meter does not change the way we charge our customers.
Who owns and maintains check meters?Check meters are privately owned. Watercare does not own, install or maintain them. We don’t read these meters even if we are asked to.
The property owner buys their own check meter and pays a plumber to install it.
The owner is responsible for reading, maintaining and repairing the meter and the water pipe, at their own cost.
Commercial check meters
Even if check meters are installed, we would still maintain the commercial classification of the main meter, if one or more commercial businesses are connected to it.
Check meters are privately owned. Watercare does not own, install or maintain them. We don’t read these meters even if we are asked to.
The property owner buys their own check meter and pays a plumber to install it.
The owner is responsible for reading, maintaining and repairing the meter and the water pipe, at their own cost.
Commercial check meters
Even if check meters are installed, we would still maintain the commercial classification of the main meter, if one or more commercial businesses are connected to it.
Who tests the meter?The property owner is responsible for testing the meter each year. This ensures it is calibrated correctly to record the actual amount of water you are using.
The property owner is responsible for testing the meter each year. This ensures it is calibrated correctly to record the actual amount of water you are using.
Irrigation meters
Why use an irrigation meter?For watering large areas, an irrigation meter may be more cost-effective than using water coming from the meter already at your property.
The water measured by an irrigation meter does not drain into the wastewater network, so there are no wastewater charges for this meter.
For watering large areas, an irrigation meter may be more cost-effective than using water coming from the meter already at your property.
The water measured by an irrigation meter does not drain into the wastewater network, so there are no wastewater charges for this meter.
How do I apply for an irrigation meter?For information and to download the application form, go to Apply for an irrigation meter.
For information and to download the application form, go to Apply for an irrigation meter.
What does it cost to install an irrigation meter?Apply and install
There is an application processing fee and installation fee. View fees
Other costs
These may apply, depending on extra labour and expenses due to site constraints, such as hard surfaces, special paving, road crossings, extending the watermain.
Plumber or drainlayer
When the meter is installed, it must be connected to your hoses or irrigation system. This part of the water network is private, so you will need to ask a plumber about the charges.
Apply and install
There is an application processing fee and installation fee. View fees
Other costs
These may apply, depending on extra labour and expenses due to site constraints, such as hard surfaces, special paving, road crossings, extending the watermain.
Plumber or drainlayer
When the meter is installed, it must be connected to your hoses or irrigation system. This part of the water network is private, so you will need to ask a plumber about the charges.
What does it cost to use and maintain an irrigation meter?The meter will measure your water use, and your monthly bill will be based on volumetric usage. See Our charges.
A backflow prevention device testing fee applies each year.
The meter will measure your water use, and your monthly bill will be based on volumetric usage. See Our charges.
A backflow prevention device testing fee applies each year.
What are the alternatives to an irrigation meter?Because of the costs, you need to carefully consider the potential savings before deciding to install an irrigation meter.
You may want to use a rainwater tank for small outdoor areas, as this is comparatively easier and cheaper to set up.
You can also look at saving water in your house and garden.
Because of the costs, you need to carefully consider the potential savings before deciding to install an irrigation meter.
You may want to use a rainwater tank for small outdoor areas, as this is comparatively easier and cheaper to set up.
You can also look at saving water in your house and garden.
Why does the meter have a backflow prevention device?The backflow prevention device stops contaminants (such as pesticides, herbicides or fungicides sometimes added to irrigation sprayers) entering the drinking water supply. See Backflow.
The backflow prevention device stops contaminants (such as pesticides, herbicides or fungicides sometimes added to irrigation sprayers) entering the drinking water supply. See Backflow.
Will my wastewater charges change with an irrigation meter?Since July 2022, we will not increase your wastewater charge on your main meter when you install a secondary supply, such as an irrigation meter. The wastewater charge for your main meter will remain at 78.5% for a standard residential property or 95% for an apartment. How commercial charges work.
Since July 2022, we will not increase your wastewater charge on your main meter when you install a secondary supply, such as an irrigation meter. The wastewater charge for your main meter will remain at 78.5% for a standard residential property or 95% for an apartment. How commercial charges work.
Rain tank water meters
Why install a water meter?A water meter could save you money on your water bill.
The meter measures how much water flows into your household. If you use less water, you will also be discharging less wastewater.
Reading your meter enables us to calculate how much wastewater you produce. If you discharge less wastewater in any month, we will charge less for the volumetric part of your bill.
If you use less than 220kL per year, it may be more economical to have a meter (excluding the cost of installing and maintaining the meter).
Our trial of rain tank water meters in 2013 found that:
- households of 1-3 people who are careful with their water use could save around $10 to $25 a month.
- households of 4 or more people who are very low water users may also benefit.
A water meter could save you money on your water bill.
The meter measures how much water flows into your household. If you use less water, you will also be discharging less wastewater.
Reading your meter enables us to calculate how much wastewater you produce. If you discharge less wastewater in any month, we will charge less for the volumetric part of your bill.
If you use less than 220kL per year, it may be more economical to have a meter (excluding the cost of installing and maintaining the meter).
Our trial of rain tank water meters in 2013 found that:
- households of 1-3 people who are careful with their water use could save around $10 to $25 a month.
- households of 4 or more people who are very low water users may also benefit.
What will it cost to install a meter?The cost will vary according to where your pump is, and whether you need to upgrade your private plumbing before we can install the meter. Check with suppliers for the price of the meter itself.
Before you go ahead, you should get an estimate for any work from a certified plumber.
We charge a $50 application fee, which we add to your first volumetric wastewater bill.
The cost will vary according to where your pump is, and whether you need to upgrade your private plumbing before we can install the meter. Check with suppliers for the price of the meter itself.
Before you go ahead, you should get an estimate for any work from a certified plumber.
We charge a $50 application fee, which we add to your first volumetric wastewater bill.
Can I switch to a combined fixed/volumetric charge for a rain water tank meter?Yes, you can change to the combined billing method if:
- your household or business is connected to the public wastewater network, and
- your primary water supply is a rain tank or bore.
You need to assess whether changing to combined billing is best for your situation. Currently, most water tank owners pay the fixed charge only.
To switch to combined billing:
Step 1: Read our terms and condition for rain tank water metering.
Step 2: Before you decide, get a quote from a plumber for installing your meter.
Step 3: When the meter is installed, complete the rain tank water meter application form and send it to us.
Step 4: After we approve your application, we will switch your charges from the fixed charge only to the combined fixed/volumetric charge.
Your new wastewater charge
Your new wastewater charge will have two parts:
- a fixed charge
- a volumetric charge, based on the amount of water flowing through your water meter.
View this year’s charges:
Yes, you can change to the combined billing method if:
- your household or business is connected to the public wastewater network, and
- your primary water supply is a rain tank or bore.
You need to assess whether changing to combined billing is best for your situation. Currently, most water tank owners pay the fixed charge only.
To switch to combined billing:
Step 1: Read our terms and condition for rain tank water metering.
Step 2: Before you decide, get a quote from a plumber for installing your meter.
Step 3: When the meter is installed, complete the rain tank water meter application form and send it to us.
Step 4: After we approve your application, we will switch your charges from the fixed charge only to the combined fixed/volumetric charge.
Your new wastewater charge
Your new wastewater charge will have two parts:
- a fixed charge
- a volumetric charge, based on the amount of water flowing through your water meter.
View this year’s charges:
Purified recycled water
What is purified recycled water?What is purified recycled water?
Purified recycled water is water that would otherwise not be used, which has been treated to drinking water quality.
Water reuse is a growing trend worldwide. Here in Auckland, a citizens’ assembly tasked with recommending the next source of water for the city determined that direct purified recycled water would be the best solution to meet our water needs beyond 2040. This means supplying highly treated recycled water directly from an advanced water treatment plant into the distribution system.
The assembly chose this source because of its lower cost and better environmental outcomes (relative to the other options). It is not a new concept on a world scale – having originated in the 1960s – but it will be a new initiative for our customers. Regardless of the source, all drinking water must pass the same strict health and safety controls before water is provided to our communities and customers.
Indirect purified recycled water uses an environmental buffer, such as a river, dam, or groundwater aquifer to store highly treated recycled water. The water is then abstracted and treated at a drinking water treatment plant before it enters the drinking water distribution system.
Auckland’s water strategy has targets for recycled water which include producing 100 million litres per day of non-dam (rainwater and recycled water) by 2050.
What is purified recycled water?
Purified recycled water is water that would otherwise not be used, which has been treated to drinking water quality.
Water reuse is a growing trend worldwide. Here in Auckland, a citizens’ assembly tasked with recommending the next source of water for the city determined that direct purified recycled water would be the best solution to meet our water needs beyond 2040. This means supplying highly treated recycled water directly from an advanced water treatment plant into the distribution system.
The assembly chose this source because of its lower cost and better environmental outcomes (relative to the other options). It is not a new concept on a world scale – having originated in the 1960s – but it will be a new initiative for our customers. Regardless of the source, all drinking water must pass the same strict health and safety controls before water is provided to our communities and customers.
Indirect purified recycled water uses an environmental buffer, such as a river, dam, or groundwater aquifer to store highly treated recycled water. The water is then abstracted and treated at a drinking water treatment plant before it enters the drinking water distribution system.
Auckland’s water strategy has targets for recycled water which include producing 100 million litres per day of non-dam (rainwater and recycled water) by 2050.
What are the benefits of purified recycled water?- Local control of our water sources
- It can be lower cost and more energy efficient that other water source options
- It reduces the water taken from the environment
- It reduces the flows of fresh (not salty) water into our harbours
- It reduces nutrient discharges to waterways
- It is a climate resilient (non-rain dependent) supply
- Local control of our water sources
- It can be lower cost and more energy efficient that other water source options
- It reduces the water taken from the environment
- It reduces the flows of fresh (not salty) water into our harbours
- It reduces nutrient discharges to waterways
- It is a climate resilient (non-rain dependent) supply
Quality and safetyIn 2022, a panel of experts gave advice to our citizens’ assembly members and answered their burning questions. That information along with videos of the expert interviews are available for you to access (see below). Some of the key questions and answers to come out of the expert sessions were:
What minerals will be in our drinking water as a result of wastewater recycling processes? Do the treatment processes remove beneficial as well as harmful minerals?
Water recycling removes everything from water even though it may have been beneficial (e.g. some minerals such as iodine). This water needs to be re-mineralised in the treatment process.
Is there a buffer if something goes wrong?
Public health in critical, and the treatment systems are very closely monitored before water enters the piped network. These systems have a range of safeguards and a high ‘margin of safety’, meaning that they are designed to deal with occasional breaches of contaminant levels and keep the water safe for drinking.
Are there contaminants that can’t be tested for yet?
There is a lot of focus in the water treatment industry on new classes and groups of contaminants, and analytical methods are continuously improving to detect them. Biomonitoring provides additional assurance that untested or not yet detected chemicals of concern would not go undetected. When processing water from a wastewater treatment plant, reverse osmosis is commonly used. This highly effective process removes everything out of the water, even dissolved salts and most chemicals and microorganisms. This combined with the multiple barriers will cover these contaminants.
For more information, please visit https://www.complexconversations.nz/ca-materials/
In 2022, a panel of experts gave advice to our citizens’ assembly members and answered their burning questions. That information along with videos of the expert interviews are available for you to access (see below). Some of the key questions and answers to come out of the expert sessions were:
What minerals will be in our drinking water as a result of wastewater recycling processes? Do the treatment processes remove beneficial as well as harmful minerals?
Water recycling removes everything from water even though it may have been beneficial (e.g. some minerals such as iodine). This water needs to be re-mineralised in the treatment process.
Is there a buffer if something goes wrong?
Public health in critical, and the treatment systems are very closely monitored before water enters the piped network. These systems have a range of safeguards and a high ‘margin of safety’, meaning that they are designed to deal with occasional breaches of contaminant levels and keep the water safe for drinking.
Are there contaminants that can’t be tested for yet?
There is a lot of focus in the water treatment industry on new classes and groups of contaminants, and analytical methods are continuously improving to detect them. Biomonitoring provides additional assurance that untested or not yet detected chemicals of concern would not go undetected. When processing water from a wastewater treatment plant, reverse osmosis is commonly used. This highly effective process removes everything out of the water, even dissolved salts and most chemicals and microorganisms. This combined with the multiple barriers will cover these contaminants.
For more information, please visit https://www.complexconversations.nz/ca-materials/
How are we engaging with our customers?We have several initiatives planned to keep the community informed and engaged. These include pilot projects and hosting educational tours of our purified recycled water demonstration plant in Māngere. More initiatives will be underway over the next few years to help the public understand the safety and value of this source of water.
We have several initiatives planned to keep the community informed and engaged. These include pilot projects and hosting educational tours of our purified recycled water demonstration plant in Māngere. More initiatives will be underway over the next few years to help the public understand the safety and value of this source of water.
Important points from the Water Services Association of Australia- Purified recycled water is now part of the water supply mix in over 35 cities around the world, especially in America.
- It is scientifically proven, environmentally sustainable, and all schemes are required to meet strict health and safety standards. It has been used around the world for decades.
- Any water that we take from the environment contains impurities, which the water industry removes through treatment processes. We can take water from different sources and treat it to drinking water quality.
- Many cities that now use purified recycled water as part of their drinking water supply were experiencing drought when their recycled water projects were initiated. But most places don’t use it as a ‘drought-only option’ – it is mostly used as a sustainable long-term option all the time.
For more information: Water Services Association of Australia key messages: Purified recycled water for drinking
- Purified recycled water is now part of the water supply mix in over 35 cities around the world, especially in America.
- It is scientifically proven, environmentally sustainable, and all schemes are required to meet strict health and safety standards. It has been used around the world for decades.
- Any water that we take from the environment contains impurities, which the water industry removes through treatment processes. We can take water from different sources and treat it to drinking water quality.
- Many cities that now use purified recycled water as part of their drinking water supply were experiencing drought when their recycled water projects were initiated. But most places don’t use it as a ‘drought-only option’ – it is mostly used as a sustainable long-term option all the time.
For more information: Water Services Association of Australia key messages: Purified recycled water for drinking
Town to tank service
How is a town to tank connection different from a standard connection?A town to tank connection provides water at a lower flow rate than a standard water meter.
- Town to tank water meter: 2 to 8 litres per minute
- Standard water meter: at least 25 litres per minute
This means that with a town to tank connection, it could take around three days to top up a rain tank with 10,000 litres. With a standard connection, the water is plumbed directly into your home, not via your rain tank.
A town to tank connection provides water at a lower flow rate than a standard water meter.
- Town to tank water meter: 2 to 8 litres per minute
- Standard water meter: at least 25 litres per minute
This means that with a town to tank connection, it could take around three days to top up a rain tank with 10,000 litres. With a standard connection, the water is plumbed directly into your home, not via your rain tank.
How do I connect to a town to tank connection?You will need to engage a registered plumber to complete the installation on your side of the water meter. Their work will need to comply with the Building Act as well as the Plumbers, Gasfitters and Drainlayers Act. You may choose to run a pipe up to your rain tank or you may choose to install a tap inside your boundary, enabling you to run a hose as required.
Importantly, we need you to ensure that the hose or pipe used to top-up your tank is not submerged in the rainwater. There needs to be an air gap of at least 25mm between the hose or pipe and the highest overflow level.
You will need to engage a registered plumber to complete the installation on your side of the water meter. Their work will need to comply with the Building Act as well as the Plumbers, Gasfitters and Drainlayers Act. You may choose to run a pipe up to your rain tank or you may choose to install a tap inside your boundary, enabling you to run a hose as required.
Importantly, we need you to ensure that the hose or pipe used to top-up your tank is not submerged in the rainwater. There needs to be an air gap of at least 25mm between the hose or pipe and the highest overflow level.
How do I operate a town to tank connection?You are responsible for installing and operating the plumbing on your side of the water meter.
Importantly, we need you to ensure that the hose or pipe used to top-up your tank is not submerged in the rainwater. There needs to be an air gap of at least 25mm between the hose or pipe and the highest overflow level.
We also suggest you:
- Bury your private pipe to avoid the sun heating the water.
- Flush water through the pipe before topping up your tank – this is to remove the water that will have been sitting in the pipe since your last top up.
You are responsible for installing and operating the plumbing on your side of the water meter.
Importantly, we need you to ensure that the hose or pipe used to top-up your tank is not submerged in the rainwater. There needs to be an air gap of at least 25mm between the hose or pipe and the highest overflow level.
We also suggest you:
- Bury your private pipe to avoid the sun heating the water.
- Flush water through the pipe before topping up your tank – this is to remove the water that will have been sitting in the pipe since your last top up.
How quickly can you connect my property after I apply?Once we receive your application, we will take up to 10 days working days to process it. If approved, we will send you a bill that covers the installation costs as well as the infrastructure growth charge. Once this bill is paid, the low-flow meter will be installed within 12 working days.
Once we receive your application, we will take up to 10 days working days to process it. If approved, we will send you a bill that covers the installation costs as well as the infrastructure growth charge. Once this bill is paid, the low-flow meter will be installed within 12 working days.
Can my neighbour and I share a connection?No, each property needs to apply for its own connection.
No, each property needs to apply for its own connection.
Can I upgrade later to a standard connection?Yes, you can upgrade to a standard connection at any time. You will need to pay the difference between the town to tank and standard infrastructure growth charges at the time of upgrading.
Yes, you can upgrade to a standard connection at any time. You will need to pay the difference between the town to tank and standard infrastructure growth charges at the time of upgrading.
If I install a tap at my boundary, how can I stop other people from using it?The plumbing on your side of the water meter is your responsibility. Please speak to your plumber about your options. For example, you may be able to padlock the gate valve at your water meter or you may be able to install a lockable hose tap.
The plumbing on your side of the water meter is your responsibility. Please speak to your plumber about your options. For example, you may be able to padlock the gate valve at your water meter or you may be able to install a lockable hose tap.
My house and rain tank are uphill of my property boundary. Is the low-flow connection suitable for me?Flow and pressure are different. While the Town to tank water connection provides a low-flow rate, we expect the pressure to be like other properties in the area with standard connections. This means we expect it to be able to push water uphill.
However, pressure can fluctuate. If you install the connection and find it is not working well for you, we can change the size of the restrictor at no additional cost.
Flow and pressure are different. While the Town to tank water connection provides a low-flow rate, we expect the pressure to be like other properties in the area with standard connections. This means we expect it to be able to push water uphill.
However, pressure can fluctuate. If you install the connection and find it is not working well for you, we can change the size of the restrictor at no additional cost.
What are the connection and ongoing charges for town to tank?Below are the connection and ongoing charges for town to tank and standard connections. This is to help you to compare the two options. In addition to these costs, you will need to engage a plumber to carry out work on your side of the water meter.
New meter: The town to tank connection includes a service lead and backflow device.
Infrastructure growth charge (IGC): The Town to tank IGC is cheaper because the flow rate is lower than a standard connection. With a Town to tank connection, it could take around three days to top up a tank with 10,000 litres.
Application processing fee (per hour, one hour minimum)
Ongoing charges
Annual fixed water charge: Town to tank connection customers will pay the annual fixed water charge in monthly instalments.
Volumetric charge per 1,000 litres of water: Town to tank connection customers will be billed for their water use every second month based on actual water meter reads. Standard connection customers will be billed every month for their water use based on alternating actual and estimated water meter reads.
Below are the connection and ongoing charges for town to tank and standard connections. This is to help you to compare the two options. In addition to these costs, you will need to engage a plumber to carry out work on your side of the water meter.
New meter: The town to tank connection includes a service lead and backflow device.
Infrastructure growth charge (IGC): The Town to tank IGC is cheaper because the flow rate is lower than a standard connection. With a Town to tank connection, it could take around three days to top up a tank with 10,000 litres.
Application processing fee (per hour, one hour minimum)
Ongoing charges
Annual fixed water charge: Town to tank connection customers will pay the annual fixed water charge in monthly instalments.
Volumetric charge per 1,000 litres of water: Town to tank connection customers will be billed for their water use every second month based on actual water meter reads. Standard connection customers will be billed every month for their water use based on alternating actual and estimated water meter reads.
What type of water meter and backflow device will be installed?Once your application has been approved and you have paid your bill, we will install the following outside your property:
- A 15mm water meter with a tag identifying it as a low-flow meter
- A testable backflow device
Once your application has been approved and you have paid your bill, we will install the following outside your property:
- A 15mm water meter with a tag identifying it as a low-flow meter
- A testable backflow device
Why does a town to tank connection require a backflow prevention device?We must ensure we protect the public network from contamination. The backflow prevention device means water cannot flow from the rain tank into the public network by accident or during a break or network shutdown.
We must ensure we protect the public network from contamination. The backflow prevention device means water cannot flow from the rain tank into the public network by accident or during a break or network shutdown.
Why do I have to pay an infrastructure growth charge for town to tank?Anyone who connects to our network must pay an infrastructure growth charge (IGCs). This charge covers the cost of providing new infrastructure to accommodate growth. For example, developing new water sources, treatment plants, pump stations and large pipes. It doesn’t cover the cost of upgrading local infrastructure at a suburban street level. That is paid for by existing customers through their monthly charges. Find out more about IGCs.
Anyone who connects to our network must pay an infrastructure growth charge (IGCs). This charge covers the cost of providing new infrastructure to accommodate growth. For example, developing new water sources, treatment plants, pump stations and large pipes. It doesn’t cover the cost of upgrading local infrastructure at a suburban street level. That is paid for by existing customers through their monthly charges. Find out more about IGCs.
Why do I need a wastewater connection in order to apply for a town to tank connection?Initially, we are focusing on our existing wastewater customers because helps us to deliver a simple and easy set-up process. Once we have the service up and running smoothly, we will consider offering it other households that are close to our networks and have enough onsite storage.
Initially, we are focusing on our existing wastewater customers because helps us to deliver a simple and easy set-up process. Once we have the service up and running smoothly, we will consider offering it other households that are close to our networks and have enough onsite storage.
Will my wastewater charges change?No, this connection will not affect your wastewater charges.
If you would like to be charged volumetrically for your wastewater services, you will need to install a rain tank water meter. If you have a rain tank water meter, the meter reader will continue to read this meter as well as your new town to tank meter.
No, this connection will not affect your wastewater charges.
If you would like to be charged volumetrically for your wastewater services, you will need to install a rain tank water meter. If you have a rain tank water meter, the meter reader will continue to read this meter as well as your new town to tank meter.
Water and wastewater servicing strategies
What is a water and wastewater servicing strategy?A water and wastewater servicing strategy is a long-term plan that helps ensure communities have clean and safe water to use and drink, and that the water used is treated properly before being returned to the environment.
A servicing strategy considers things like finding water sources, making sure we don't waste water, and building treatment plants to clean water and safely dispose of wastewater. The strategy also thinks about how we can ensure we have enough water for the future, and that our assets are durable and resilient to factors such as climate change.
Servicing strategies will be progressively developed for the 30 catchments across our network. In some cases, multiple catchments will be grouped together for a servicing strategy. A good example is the large metropolitan servicing strategy which will include many catchment areas from the North Shore through to South Auckland.
Our servicing strategies will:
- Be long-term, looking out at least 70 years
- Be cognisant of mana whenua and local community values and aspirations
- Consider long-term impacts of external factors such as population growth, network demand, climate change, and changing regulatory requirements
- Be flexible and adaptable for future uncertainty, providing resilience for future generations
- Provide options and high-level cost estimates
- Inform choices about water sources, discharge points, sea-level rise, resource allocation and priorities
- Inform our Asset Management Plan (AMP) for future-focused investment planning and prioritisation.
A water and wastewater servicing strategy is a long-term plan that helps ensure communities have clean and safe water to use and drink, and that the water used is treated properly before being returned to the environment.
A servicing strategy considers things like finding water sources, making sure we don't waste water, and building treatment plants to clean water and safely dispose of wastewater. The strategy also thinks about how we can ensure we have enough water for the future, and that our assets are durable and resilient to factors such as climate change.
Servicing strategies will be progressively developed for the 30 catchments across our network. In some cases, multiple catchments will be grouped together for a servicing strategy. A good example is the large metropolitan servicing strategy which will include many catchment areas from the North Shore through to South Auckland.
Our servicing strategies will:
- Be long-term, looking out at least 70 years
- Be cognisant of mana whenua and local community values and aspirations
- Consider long-term impacts of external factors such as population growth, network demand, climate change, and changing regulatory requirements
- Be flexible and adaptable for future uncertainty, providing resilience for future generations
- Provide options and high-level cost estimates
- Inform choices about water sources, discharge points, sea-level rise, resource allocation and priorities
- Inform our Asset Management Plan (AMP) for future-focused investment planning and prioritisation.
What does a servicing strategy consider?The diagram below shows some of the many factors that the servicing strategies will consider when planning for future decisions and investment. This includes various aspects of community wellbeing such as environmental, social, cultural, and economic. In the process of decision-making, trade-offs between various factors will be important. Making the right trade-offs and investment choices will help future communities remain healthy but also resilient to future challenges.
The diagram below shows some of the many factors that the servicing strategies will consider when planning for future decisions and investment. This includes various aspects of community wellbeing such as environmental, social, cultural, and economic. In the process of decision-making, trade-offs between various factors will be important. Making the right trade-offs and investment choices will help future communities remain healthy but also resilient to future challenges.
Why the need for a 70 year servicing strategy?Infrastructure servicing strategies are plans that ensure our water systems and physical assets are well-maintained and upgraded over time because they play a critical role in our daily lives. We plan for 70 years because infrastructure is expensive to build and maintain, and we want to make sure it lasts. To do this, we use an approach that breaks down the 70-year timeframe into smaller planning periods called horizons (refer to the below image). This helps decision-makers anticipate future needs, plan infrastructure development accordingly, and avoid costly last-minute investments. Anticipating future infrastructure needs can help build community resilience.
By anticipating major changes and being willing to adjust the servicing strategies and plans as conditions change, we can develop large-scale infrastructure projects that are aligned with future needs and prepared for potential challenges
Infrastructure servicing strategies are plans that ensure our water systems and physical assets are well-maintained and upgraded over time because they play a critical role in our daily lives. We plan for 70 years because infrastructure is expensive to build and maintain, and we want to make sure it lasts. To do this, we use an approach that breaks down the 70-year timeframe into smaller planning periods called horizons (refer to the below image). This helps decision-makers anticipate future needs, plan infrastructure development accordingly, and avoid costly last-minute investments. Anticipating future infrastructure needs can help build community resilience.
By anticipating major changes and being willing to adjust the servicing strategies and plans as conditions change, we can develop large-scale infrastructure projects that are aligned with future needs and prepared for potential challenges
How do you work with mana whenua?Our relationship with mana whenua is a partnership. It is a collaborative relationship between local iwi or hapū, which recognises mana whenua as kaitiaki or guardians of the land. The partnership ensures that cultural values, knowledge, and aspirations are respected and integrated into our decision-making processes. This partnership involves the sharing of information, resources, and decision-making to address community and environmental issues. Working together, we can achieve better outcomes for the community, enhance cultural understanding, and promote environmental sustainability.
We recognise the significance of Mātauranga Māori (Māori knowledge systems) and their valuable contribution towards preserving natural resources with a long-term vision. When we develop the servicing strategies and make decisions, these principles provide us with fresh perspectives and opportunities to achieve outcomes that are agreed to by everyone. Through our joint efforts, we can create positive outcomes for the community and safeguard our natural resources for generations to come.
Our relationship with mana whenua is a partnership. It is a collaborative relationship between local iwi or hapū, which recognises mana whenua as kaitiaki or guardians of the land. The partnership ensures that cultural values, knowledge, and aspirations are respected and integrated into our decision-making processes. This partnership involves the sharing of information, resources, and decision-making to address community and environmental issues. Working together, we can achieve better outcomes for the community, enhance cultural understanding, and promote environmental sustainability.
We recognise the significance of Mātauranga Māori (Māori knowledge systems) and their valuable contribution towards preserving natural resources with a long-term vision. When we develop the servicing strategies and make decisions, these principles provide us with fresh perspectives and opportunities to achieve outcomes that are agreed to by everyone. Through our joint efforts, we can create positive outcomes for the community and safeguard our natural resources for generations to come.
Backflow
Who installs and tests backflow devices?Boundary/containment devices
Watercare installs all backflow devices except for fire supplies. As the property owner, you are responsible for maintaining and annually testing the correct backflow device at your boundary.
When required, we reserve the right to fix or upgrade a faulty device to reduce risks to the water network. We will recover reasonable costs for this work from you.
Internal devices
Auckland Council oversees testing of backflow devices within your property.
Boundary/containment devices
Watercare installs all backflow devices except for fire supplies. As the property owner, you are responsible for maintaining and annually testing the correct backflow device at your boundary.
When required, we reserve the right to fix or upgrade a faulty device to reduce risks to the water network. We will recover reasonable costs for this work from you.
Internal devices
Auckland Council oversees testing of backflow devices within your property.
Which water connections require a backflow device?Residential customers
You need a backflow device if you want to:
Business customers
You need a backflow device if you want to:
Apply for a new or additional water meter
You DO NOT need a device if you want to:
Disconnect a meter
Increase meter size
Residential customers
You need a backflow device if you want to:
Business customers
You need a backflow device if you want to:
Apply for a new or additional water meter
You DO NOT need a device if you want to:
Disconnect a meter
Increase meter size
What information is required when I apply for a connection?When you apply to us for a water connection that requires a backflow device, you must include scale plans showing all existing or proposed backflow prevention devices. The plans must be stamped ‘approved’ by Auckland Council for building or resource consent.
When you apply to us for a water connection that requires a backflow device, you must include scale plans showing all existing or proposed backflow prevention devices. The plans must be stamped ‘approved’ by Auckland Council for building or resource consent.
Is my property a backflow risk?Properties are classified into three degrees of risk. This determines the type of backflow device you need to install.
Risk: High
Activity: Uses or produces toxic or bacterial matter that may cause death or serious illness if leaked into the main water supply.
Examples: Hospitals, mortuaries, chemical plants, cooling towers, air conditioners, hairdressing salons, commercial laundries.
Device: Reduced pressure zone.
Testing: Annual
Risk: Medium
Activity: Produces backflow that can endanger health.
Examples: Public swimming pools, garden irrigation systems.
Device: Double-check valve.
Testing: Annual
Risk: Low
Activity: Could cause a nuisance from colour, smell or taste but does not endanger health.
Examples: Most private homes.
Device: Air gap separation or hose vacuum break valve.
Testing: Annual
Identifying high and medium-risk properties
We conduct regular surveys to find high and medium-risk properties that require backflow devices. If we identify your property, we will send you a letter advising you about surveying your property. We will send you the survey results and, if you need a backflow device, explain what you need to do.
Properties are classified into three degrees of risk. This determines the type of backflow device you need to install.
Risk: High
Activity: Uses or produces toxic or bacterial matter that may cause death or serious illness if leaked into the main water supply.
Examples: Hospitals, mortuaries, chemical plants, cooling towers, air conditioners, hairdressing salons, commercial laundries.
Device: Reduced pressure zone.
Testing: Annual
Risk: Medium
Activity: Produces backflow that can endanger health.
Examples: Public swimming pools, garden irrigation systems.
Device: Double-check valve.
Testing: Annual
Risk: Low
Activity: Could cause a nuisance from colour, smell or taste but does not endanger health.
Examples: Most private homes.
Device: Air gap separation or hose vacuum break valve.
Testing: Annual
Identifying high and medium-risk properties
We conduct regular surveys to find high and medium-risk properties that require backflow devices. If we identify your property, we will send you a letter advising you about surveying your property. We will send you the survey results and, if you need a backflow device, explain what you need to do.
Where are the devices installed?Backflow prevention devices can be either at the property boundary or within your property.
Boundary or containment device
This is placed at your property boundary. Watercare oversees testing of it to ensure it fully complies with the Water Services Act.
Internal device
This is placed within your property. Auckland Council oversees testing of it in conjunction with the Building Act.
Backflow prevention devices can be either at the property boundary or within your property.
Boundary or containment device
This is placed at your property boundary. Watercare oversees testing of it to ensure it fully complies with the Water Services Act.
Internal device
This is placed within your property. Auckland Council oversees testing of it in conjunction with the Building Act.