Bulk hot water in multi-dwelling residences

Bulk hot water is a system that provides heated water to residents in multi-dwelling residences (e.g. apartment buildings, multi-unit complexes) via a centralised or common boiler, or bank of instant water heaters.

Bulk hot water systems

A bulk hot-water system is made up of:

  • centralised boilers (usually running on gas) or hot water storage tanks
  • the plumbing that delivers the hot water to each household
  • the meter that measures each household’s hot water consumption.

Bulk hot water providers

Your provider may be an energy retailer, such as Origin.

Or, the bulk hot water system in your building may be owned by the body corporate, who can bill you directly or employ a service provider company to bill you on their behalf.

As bulk hot water systems are commonly part of a building’s infrastructure, it is unlikely that you will be able to change your bulk hot water provider.

Check with your body corporate for more information.

Hot water billing

Customers can pay for hot water they use either as a volume-based charge, or for the energy to heat the water, depending on the billing arrangements.

How many bills you receive is likely to depend on your bulk hot water provider.

You may receive a standalone hot water bill, or it may be listed as a separate line item on your electricity or gas bill.

Your bill may list the total number of litres and/or gas used in the billing period.

Bulk hot water is metered separately and billed separately to cold water service.

Difficulties paying your bill

If you have any difficulties paying your bill or want more information about your charges, you need to contact your bulk hot water service provider before the due date shown on the bill.

Dispute resolution

If you have an issue to resolve, you should start by talking directly with your bulk hot water service provider.

If you are unable to reach a satisfactory result with your bulk water service provider, you can also contact these organisations who may assist with resolving your complaint.

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