Water providers, bills and customer rights
Water and sewerage connections are made through your water service provider.
You should contact your water service provider if you would like more information on how your water bill is calculated.
Your water provider
South East Queensland providers of water and sewerage services
In South East Queensland (SEQ) the following organisations provide water and sewerage services across local council areas:
- In the Logan, Redland and Gold Coast areas, water and sewerage services are provided by the local council.
- The remaining council areas are supplied by these council-owned distributor-retailers:
All of these organisations buy their treated bulk water from Seqwater, the Queensland Government's bulk water authority.
Local council water suppliers outside South East Queensland
Outside SEQ, local councils are responsible for setting prices for their water and sewerage services.
Check with your local council to find who your water service provider is.
Understanding your bill
The prices you pay for water and sewerage services are made up of 2 components:
- distribution, retail and sewerage charges
- set by your local council water business, Queensland Urban Utilities or Unitywater
- include water access (fixed, annual charge), water usage (charged per kilolitre) and sewerage (could be either a fixed charge and/or a volumetric charge)
- urban bulk water charges
- a wholesale price set by the Queensland Government and charged to retailers by Seqwater
- appears on your bill as the 'state bulk water charge' or similar.
If you are having trouble understanding your bill, you’ll find more information on the Energy and Water Ombudsman Queensland website.
Difficulties paying your bill
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 3 years.
Water customer rights and complaints
As a water customer in Queensland you have certain rights and responsibilities.
Your water rights
As a water 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 water responsibilities
As a water 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.
Water customer service standards
Your water service provider must also meet certain obligations relating to customer service standards and billing information requirements (PDF, 225.7KB).
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 6 months.
Read more about water service provider obligations.
Resolving disputes about your water
If you have an issue with your water service provider and you have already tried to resolve the dispute, you can make a complaint to the Energy and Water Ombudsman Queensland.