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If your meter is damaged, contact us

Please contact us if you can see physical signs of damage on your water meter.

This could include:

  • structural damage (e.g. the meter has been dented, run over or slashed by a mower or whipper snipper)
  • other defects (e.g. cloudy or smashed glass). 

We'll come and take a look and, if required, we will replace the meter as soon as possible to maintain continued service and a record of your water usage.

For sub metered complexes built prior to 2008 please refer to our dedicated webpage for more information. 

Contact us

If you can't turn off the stop tap, here's how 

All properties have a stop tap, which is connected to your water meter.

The stop tap is located on the road side of the meter and is used to control the water supply to your property.

You will occasionally need to turn off your stop tap at the meter to stop the flow of water into your property to do work to your water supply i.e. changing a tap washer, or in case of an emergency when water is leaking or flooding in your house. 

Good tip: Locate your water meter and know how to turn off your stop tap before you have an urgent problem.

Instructions to turn stop taps off and on

Image of water meter show how to turn stop tap lever handle on and off

Stop tap with LEVER handle

To turn the stop tap OFF, turn the LEVER handle clockwise.  To turn it ON, turn the LEVER handle anticlockwise.
Image of water meter show how to turn stop tap lever handle on and off

Stop tap with TAP handle

To turn the stop tap OFF, turn the TAP handle clockwise.  To turn it ON, turn the TAP handle anticlockwise.

Still can't turn it off?

If your stop tap is on a Unitywater meter and you are unable to turn it off, please contact us. We will send a crew to help you.

However, if your stop tap is on a sub-meter in a complex, it is private infrastructure and you will need to contact your body corporate or your complex manager.

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If your meter reading seems too high

The most likely reason for a high reading is high water usage, usually caused by one of these common factors:

  • seasonal variations (using more water in warmer months)

  • visitors or more people at your home or workplace

  • irrigation systems and tank-top up devices that are faulty or not set at the correct level

  • a hidden (or concealed) water leak

  • filling or topping-up your pool

On rare occasions, your water meter reading may have been recorded wrongly by the meter reader. Check the reading number that is written on your latest water meter reading notice (PDF 169KB) to make sure it is the same as the 'current reading' number on page 2 of your most recent bill. If it is different or it looks like a mistake, please contact us.

More reasons your water usage may be high

If you think your meter is faulty

If you've ruled out all other reasons your water meter may have an unusually high or low reading, you may consider having your meter tested.

This involves a National Association of Testing Authorities (NATA) accredited laboratory performing a calibration test on your meter, at your cost.

If the meter is found to be faulty, your account will be reviewed for possible adjustment and the test fee will be refunded.

We recommend you only consider the meter testing option if you have already done the following:

How to have your meter tested*

Simply complete the relevant application form and submit your payment.

Single residential properties, typically, have a 20mm or 25mm meter and commercial or multi-residential properties have a meter larger than 25mm.

Standard Services - 20mm or 25mm

Please complete the following application via the Development Portal.

Submit a Connection Services Application

Non-Standard Services - 32mm and above 

For large connections, you may need to use a Registered Certifier to submit a Connection Application via the Development Portal. Upon approval, a Development Works Application can be submitted to request a quote for the works. Find out more about using a certifier or find a certifier here. 

Once we have received your payment, we will remove your meter and replace it with a new one. The old meter will be sent away for testing. You or a nominee of your choice can attend whilst the laboratory perform the meter test/calibration. The NATA accredited laboratory we currently use is PROVE located in Victoria. When you complete the application form please advise us if you wish to attend. We will then confirm the time and location so that you can make the necessary travel arrangements (at your own cost). Typically, meter testing is conducted within 10 working days of the meter being removed for testing. If the results show the meter was faulty, your water supply and sewerage account will be adjusted in accordance with the test results and these changes will be reflected on your next account.

For non-standard (larger) meters, once an application has been submitted, we will respond with a written quote within 15 working days. If you decide to proceed, simply pay the fee advised in the quote and we will then complete the calibration test within the specified timeframe.

*Unitywater is unable to provide meter testing on sub meters within complexes built prior to 2008.

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