Department of Energy and Water Supply

Your rights and responsibilities

As a water customer in Queensland you have certain rights and responsibilities.

Your rights

As a customer you have the right to:

  • ask your water service provider to test your water meter if you suspect that it's not functioning correctly - the service provider may charge you a fee for the test.
  • access dispute resolution processes.

Your responsibilities

As a customer you are responsible for:

  • making sure that the plumbing and drainage on your property is kept in good condition and works properly
  • notifying your water service provider if you are the new owner of the land
  • paying your water and sewerage charges on time.
    Note: If you have any difficulties or want to dispute the charges you need to contact your service provider before the due date shown on the bill.

If you do not pay your bill on time your service provider, in some circumstances, may charge interest on the unpaid bill and restrict your water supply. Water service providers (generally local councils) also have the power to sell a property to recover unpaid rates (including water charges) if the fees have been outstanding for at least three years.

Water service provider obligations

Your water service provider must also meet certain obligations relating to customer service standards and billing information requirements.

Service providers in SEQ must also provide quarterly water and sewerage bills for their customers. SEQ service providers have the right to estimate their customer's water usage once every six months.

Find out more

South East Queensland

If you are a small customer or service provider in SEQ, your rights and obligations in relation to water and wastewater services are covered by the South-East Queensland Water (Distribution and Retail Restructuring) Act 2009 and the SEQ Customer Water and Wastewater Code. The code covers:

  • complaint handling procedures
  • information in water bills
  • bill paying arrangements
  • meter reading and testing
  • publishing customer service standards.

Note: a small customer is a residential customer or a non-residential customer who uses no more than 100 kilolitres of drinking water and/or reticulated recycled water per year.

Other parts of Queensland

Under the Water Supply (Safety and Reliability) Act 2008, water service providers who do not have a service contract with their customers must prepare and publish a customer service standard relevant to the water or sewerage services they provide.

Last updated:
18 April 2017
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