Understanding Your Water and Sewerage AccountVeolia is responsible for billing you for your water and wastewater services. This includes water consumed and the wastewater discharged to the sewer network.
Billing occurs once every three months (or monthly for high quantity users) based on meter readings. In instances where we cannot access your meter or the meter has stopped, an estimate amount based on typical consumption is provided. Your bill will show the amount of water used in the same meter reading period for the past year.
WaterYour water bill is divided into two sections:
- Supply charge (Veolia purchases treated water from Watercare Services Ltd for which we are charged a fee)
- Service charge (this covers our operational and administrative activities to deliver water to your household and for the maintenance and operation of your water network).
- For residential customers, the calculation of the wastewater charge is 80 per cent of your water consumption (that is deemed to have entered the wastewater network).
- For industrial & commercial customers, a different pricing structure applies and includes a fixed component and a variable component based on water consumed.
Your wastewater charges are also divided into two parts:
- Reception and treatment charge (this is for the cost from Watercare Services Ltd of treating your sewerage at the wastewater treatment plant)
- Service charge (this is for our operational and administrative costs to collect sewerage from your property and for operating and maintaining the network system).
Paying My BillTo make paying your bill as convenient as possible, we have a range of payment options for you to choose from.
Over the counter - Our Papakura office is a friendly environment with facilities for confidential discussions. We aim to minimise any delays when paying accounts in person.
Direct Debit – Set up a direct debit payment and we'll take the amount owing from your bank account on the due date. It's the easiest way to pay your bill. Download a form or call us on (09) 2950515
Electronic payments – Call your bank or log into its website on/or before the due date to pay the full amount owing on your bill. Veolia Water is set up as a pre-loaded payee at all major banks.
Payee Details - If your bank does not have Veolia Water set up as a payee, you will need these details:
Bank account name: Veolia Water
Swift code: WPACNZ2W
BSB number / Routing code / Iban number: 030399
Account number: 0255426 002
Reference number: Use the account number shown on your bill as our reference
Payment plans – You can pay a fixed amount each week, fortnight or month. If there is still an amount owing when you receive your bill, you can adjust your next payment to cover the shortfall by the bill due date.
Help paying your bill – If you are having difficulty paying your bill, please let us know as soon as possible as we may be able to help. We recognise that from time to time some of our customers may experience hardship in paying their account and we will always try to assist with special payment arrangements that may be necessary.
If your account is overdue, we will send you a notice requesting payment within 14 days. If payment is not received, recovery action will commence which may result in a restricted water supply, debt collection and/ or legal action.
We will not restrict your water supply if:
You have agreed alternative payment arrangements with us for an overdue account
There is an unresolved dispute to an amount owing on your account
If you are on our Special Needs Register we will not restrict your supply unless we have first contacted you and taken all reasonable steps to come to an alternative arrangement with you. If payment for the account and reconnection is received before 3pm Monday to Friday, water supply will be restored to the property within three hours. If payments are not made before 5pm, there may be delays before water supply will be restored. An additional charge may also be applied.
Change my contact detailsIt is important that you advise us of any changes you wish to make to your account. Please download the Update My Contact Details Form and return to Veolia in person at our Papakura Office or via firstname.lastname@example.org.
Water MetersVeolia uses a metering system to determine water usage. The meter records all water entering your property and approximately every three months a reading is taken for accurate billing. Your water meter can also be used to monitor your consumption and check for water leakage.
How to read your water meterOn your meter read the black figures only. The black figures show the number of thousands of litres of water used.
How much water do I use?
To monitor your water usage, read your meter at the same time each week and write down the readings. Subtract the previous reading from the current amount and the difference is your water usage. An average household of three people uses around four kilolitres (4,000 litres) a week.
Meter readings and inaccurate readingsAt Veolia, we always aim to take care and protect your property when reading meters. When a reading shows that your water usage has increased significantly in comparison to previous consumption periods, we will alert you to this in writing.
Our meters and all readings taken from them will be treated as accurate unless you or we can show otherwise. You can contact us and request a test of the meter monitoring water supply to you. We will have the meter independently tested as soon as possible and the results will be sent to you.
If the meter is found to be reading more than two per cent fast, we will refund in full the amount you have been overcharged as a result of the defect.
If the meter is reading slow, we will not seek repayment for the amount you have been undercharged, however, we will replace the water meter.
If the results indicate the meter is measuring accurately, you will be charged a service fee for the meter test. The amount of this fee is outlined in our current charges schedule. If the results indicate the meter is giving inaccurate readings, the meter testing is free of charge.
Moving HouseWhether you are a new customer looking to set up an account, a current customer moving home within our region, or you're moving out of our supply area altogether please complete a Change of Details Form and contact us when you move.
Special meter readingsYou may need your meter read outside of the normal cycle for example if you are moving house and need to finalise your account. This service is provided Monday, Wednesday and Friday (excluding public holidays) with one working day of notice. We will aim to send you your final account within three working days. This service will incur a nominal charge which will be added to your account.
New water connectionsIf you are moving into new premises and require a domestic or commercial water meter, this will be fitted within eight working days or by a mutually agreed date, of receiving your payment for the installation. Please contact email@example.com for further information.
Rental propertiesIf you are the owner of a rental property, you are responsible for payment of water and wastewater charges regardless of any agreement you may have with the tenant. You may however provide to Veolia a meter reading when a tenant moves out. Veolia will advise of the outstanding charges that are required for payment.
Water and Wastewater Network Responsibilities
Network Faults & disruptionsIf you notice a leak please contact us on (09) 295 0515 or at firstname.lastname@example.org.
LeaksLeaking water pipes can occur almost anywhere - from within the newest homes, to the smallest gardens and the tallest buildings. The challenge of finding and fixing them is ongoing. Keeping us informed about leaks you come across in our supply area ensures we're able to put them right as soon as possible.
FaultsIn an emergency, where the faulty or damaged equipment is a serious safety hazard to you or anyone passing by, please contact us so that we can respond as quickly as possible.
DisruptionsOn rare occasions your water supply may be interrupted because of maintenance work we are carrying out on local mains. We always aim to give you written notice of any planned interruption lasting longer than one hour. Where your supply is interrupted because of an emergency, such as a burst water main, we will wherever possible tell you how long it will take to restore your water supply.
Report a LeakPlease contact us if you know about a leak. If the leak is on your property, it may be your responsibility to fix it.
Check for Leaks
Note the black and red figures on your water meter. After several hours without water being used, check your meter again to see if the numbers have changed. The best time to take recordings is before you go to bed at night and then again when you wake up. If there is a difference in the two readings it may indicate a water leakage.
The most common leaks occur through having:
- Worn tap washers
- Running or leaking toilet cisterns
- A faulty hot water system overflow
- Leaking pipes in the house
- Leaking pipes underground between the meter and the house
Leaks in or around the home are your responsibility and should be repaired as soon as possible by a reputable plumber. The water meters installed in the Papakura region are manufactured to a very high quality and provide a reliable, accurate measure of water consumption.
Leakage allowanceShould you experience water loss due to a concealed leak, we will consider your written application, and subject to certain conditions, provide a one-off adjustment to your account. This does not generally apply to faulty internal plumbing such as leaking taps, toilet cisterns and hot water overflow systems.
Interruptions to water supply
Sometimes short interruptions to the water supply are necessary to carry out essential planned work. When this happens, we will notify you by mail, in person or through the media, at least three days in advance. To minimise any inconvenience, work will always be planned to ensure the water supply is turned off for the shortest possible time. Where practical, we will plan our repairs to off peak periods between 9am and 4pm.
UnplannedWe operate a 24 hour a day, seven days per week, 365 days a year service to enable us to attend to unplanned interruptions to your water supply. We aim to respond within one hour and restore supply within three hours.
Pipe blockages can be caused from a build-up of food scraps, fats or cooking oil being put down the kitchen sink or by tree roots intruding into the pipe searching for water.
Overflows/blockages in a wastewater main
We aim to respond within one hour and restore services within three hours. If in the unlikely case there is any damage for which we are responsible for, we will rectify this. You are responsible for clearing any blockages in the private drain.
Problems with your water meter installationIf any component within the water meter box gets damaged, please contact us and we will arrange to come and fix it for you. Typically there is no charge for this service.
Problems with StormwaterUnfortunately, we cannot help with storm water drainage problems, such as damaged or missing large manhole covers or flooding caused by blocked drains. If you need to report a problem with drainage, please contact the Auckland Council.
Responsibility for Wastewater Faults & Blockages
Responsibility for Wastewater Leaks
Responsibility for Water Leaks