Report a faulty device

All measurement devices must be in good working order. Find out what to do if your water meter or device is faulty.

Check your device for faults

Routine maintenance of your device is your responsibility.

We encourage you to check your device on a regular basis to make sure it's in working order.

If something isn't quite right, report it.

Reportable faults

Examples of faulty measurement devices include meters or devices that are:

• unreadable (e.g. from damage to the dial or glass)
• not recording water volume correctly
• leaking water or air from the device or its attachments
• broken or damaged tamper-evident seals
• not transmitting information if it has telemetry (remote monitoring).

If you suspect your device is not working or may be faulty, you need to let us know.

Report a faulty device

Once you're aware of a fault, you have 3 business days to tell us about it.

To report a faulty device, contact your local business centre.

If you have a water entitlement and are required to measure your water take, you are a holder of a relevant authorisation (HRA). You must ensure your measurement devices (e.g. a water meter) operate correctly. If it stops working, you must report it to us.

After reporting

While you wait for repair or replacement, you can continue to take water through the faulty device for up to 30 business days.

During this period, you need to manually record your water use.

Track your usage with the Water use assessment report form (PDF, 1.7MB).

You are responsible for manually recording your water use until your new or repaired device is certified.

Repair or replace a faulty measurement device

You have 30 business days to:

• repair or install a new measurement device
• and
• certify the device.

You should arrange a duly qualified person to install your new device.

Remember, a new or repaired device triggers a new certification cycle.

Know your obligations to certify your device.

If you can't meet your obligations within 30 business days, contact your local business centre.

After repair or replacement

You have 20 business days to provide us with your completed water use assessment form.

This should include your water use from the date your device was reported faulty to the date your device was certified.

Also consider…

• Certify your water meter.
• Learn about the water metering program.
• Find information for duly qualified persons, including inspecting water devices, standards, forms and lodgement information.