Services
Country Heights Water is the provider and supplier of potable water to the premises in Country Heights Estate. We are committed to providing sustainable, high-quality drinking water that consistently meets or exceeds your expectations. We regularly monitor water quality to ensure it continues to meet our high standards.
We will:
- Supply drinking water that is safe to all of our customers.
- Carefully monitor the quality of drinking water supplied to your meter.
- Provide information on our website and via media bulletins, of any planned changes to our system that are likely to affect the quality of your water.
- Advise if you need to make alternative arrangements for drinking water in the unlikely event that your water quality deteriorates.
- Make water quality results available on our website, see our Water Quality Report.
You need to:
- Let us know as soon as possible if there is a problem with the quality of your drinking water.
- Ensure all internal plumbing from your meter is maintained in good order and complies with plumbing standards.
Reading Your Meter
We read your water meter every quarter. From these readings, we prepare an account of your water usage. The first account of the financial year contains the fixed charges.
We will:
- Read your water meter.
- Provide a detailed account.
- Accept and respond to any queries in a timely way.
- Replace your water meter as required and capture the consumption reading on the old meter.
You need to:
- Provide a clear space of at least 300mm around (horizontally) and 1200mm above (vertically) your water meter.
- Clear sand, mulch and prune overhanging shrubs.
- Ensure easy and safe access to the meter at all times.
Special meter readings can be arranged to determine outstanding charges for a period that is not the same as the usual billing cycle, i.e. at change of ownership or tenancy, but this attracts a fee that must be paid before the special reading.
Water Use Charges
Water charges are based on a pay-for-use system. To charge for water used we must read your meter or provide an estimate of water used. If you have a dispute regarding these charges, you can request a check read or a meter test.
We will:
- Review your bill on request and respond to your enquiry within 15 business days.
- Test your meter if you consider it is not accurately measuring water passing through it. There is a fee to test the meter and this must be paid before the test.
- After the fee has been paid, conduct the test within 10 business days of receiving your request, or at an agreed time.
- Estimate water use, if necessary, and provide a reason for the estimate (usually past average consumption).
- Notify you if your consumption is significantly higher than normal.
You need to:
- Notify us immediately if you dispute the estimated water use and request the bill be revised stating your reasons for the dispute.
- Pay your account.
Maintaining Our Assets
From time-to-time, we need to maintain our assets.
We will:
- Notify you 24 hours in advance if there is a planned interruption.
You need to:
- Advise us immediately if any of our assets or services require attention.
- Report deliberate damage or suspected criminal activity relating to our assets or services.
Under the Water Services Act 2012 and Regulations it is unlawful to tamper with, interfere or deliberately damage Country Heights Water infrastructure including pipes, meters and fittings.