POLICIES
ESTIMATING A METER READ
The Service We Provide You
Harvey Water will treat all customers fairly and equitably when determining estimates of water usage. We will ensure that a fair approach to the estimating process is carried out by our administration staff and that the methods used to obtain an estimate will be made available to customers at their request. We will ensure accurate records are kept when an estimate is calculated and that a deduction is made to the following usage invoice when an accurate meter reading is obtained.
Instances where a meter reading estimate may be used
If it is not possible for us to accurately read your meter, perhaps because the meter has stopped, is damaged, illegible or access is restricted, Harvey Water will estimate your water consumption, in accordance with the Water Services Codes of Conduct (Customer Service Standards) 2018.
WATER LEAKS
Guidelines on how the customer can check for leaks
Even very small leaks can waste a huge amount of water and money. Harvey Water can only identify possible water loss when we read your meter, which for a select group of customers only happens three times a year, so we encourage all customers to be vigilant at other times and regularly check for leaks.
Keep your eyes open for leaks. Check garden taps and hoses, garden reticulation including sprinklers, automatic solenoids, manual isolation valves and stock troughs. Check for damp and unstable ground that may be moist and greener than expected.
To check for hidden leaks you need to:
In an emergency, please call our Works Supervisor on 0429 048 500.
METER TAMPERING
This policy statement is intended to make clear Harvey Water’s position on the operation, construction and management of its physical water distribution assets.
Policy
The purpose of the policy is to make sure that all assets function correctly and do not endanger or disadvantage the Company, its staff or any Rural Water Service customer.
In short, Harvey Water is responsible for the assets and no customer is permitted to interfere with them.
In this context, “tamper” is intended to mean any action that changes the performance of an asset in relation to the management and measurement of non-potable water delivered.
Specifically this includes additions or alterations to assets or actions which alter how an asset performs, particularly the passage and measurement of water flows and including redirecting of water to a neighbouring property, which is known as ‘on-selling’. The above complies with the Water Services Act (2012), section 89(1)(a) and penalties following which may apply, as detailed in section 4.12 in the Harvey Water Customer Service Charter.
REVIEW MY INVOICE
If you think your Invoice is incorrect, you can ask Rural Water Services to review it. The review procedure includes the following areas:
Water Meter Testing
Infield test
In cases where water charges have been levied when the meter is suspected by the customer of being faulty, Harvey Water will test the meter, at the customer’s request and at a time suitable to all parties.
Independent test
Where the customer believes that their meter may not be reading accurately the meter can be forwarded to National Association of Testing Authorities (NATA), (pursuant to AS3565.1).
The customer is required to pay Harvey Water for the cost of the independent test. The customer will be given a copy of the test result along with an explanation of the test result.
If the meter is not accurate and over reading water consumption then the costs of the test will be borne by Harvey Water and the account revised accordingly.
Review Outcome
Undercharged Invoice
On conclusion of the invoice review, if it is found that the customer’s Invoice has been under charged Harvey Water will back charge the undercharged amount up to a period of 12 months from the date of the Invoice review being completed. A special Invoice (interest free with 12 month payment terms) will be issued.
Overcharged Invoice
Harvey Water will within a period of 15 business days starting on the day it became aware of the overcharge amount:
Other review request
Where the customer believes that their Invoice may not be correct due to another reason, Harvey Water will review the specific reason based on current Western Australian legislation:
Review Completion
Harvey Water will inform the customer of the outcome of the review of the customer’s Invoice within 15 business days or as soon as practicable.
For further information please contact the Customer Service Coordinator at the Harvey Water office on 9729 0100
The Service We Provide You
Harvey Water will treat all customers fairly and equitably when determining estimates of water usage. We will ensure that a fair approach to the estimating process is carried out by our administration staff and that the methods used to obtain an estimate will be made available to customers at their request. We will ensure accurate records are kept when an estimate is calculated and that a deduction is made to the following usage invoice when an accurate meter reading is obtained.
Instances where a meter reading estimate may be used
If it is not possible for us to accurately read your meter, perhaps because the meter has stopped, is damaged, illegible or access is restricted, Harvey Water will estimate your water consumption, in accordance with the Water Services Codes of Conduct (Customer Service Standards) 2018.
WATER LEAKS
Guidelines on how the customer can check for leaks
Even very small leaks can waste a huge amount of water and money. Harvey Water can only identify possible water loss when we read your meter, which for a select group of customers only happens three times a year, so we encourage all customers to be vigilant at other times and regularly check for leaks.
Keep your eyes open for leaks. Check garden taps and hoses, garden reticulation including sprinklers, automatic solenoids, manual isolation valves and stock troughs. Check for damp and unstable ground that may be moist and greener than expected.
To check for hidden leaks you need to:
- Ensure no water is being used. (turn off all garden taps, reticulation systems and stock troughs etc.)
- Record the black number figures on your water meter last thing at night
- The next day before the water is used, record the black number figures on the meter again
- If the numbers have changed, this test confirms there is a leak and further investigation is required. If you think you have a leak on your side of the meter, repeat the test once more to be sure, then contact a reticulation company or contractor for advice on repairs.
In an emergency, please call our Works Supervisor on 0429 048 500.
METER TAMPERING
This policy statement is intended to make clear Harvey Water’s position on the operation, construction and management of its physical water distribution assets.
Policy
The purpose of the policy is to make sure that all assets function correctly and do not endanger or disadvantage the Company, its staff or any Rural Water Service customer.
In short, Harvey Water is responsible for the assets and no customer is permitted to interfere with them.
In this context, “tamper” is intended to mean any action that changes the performance of an asset in relation to the management and measurement of non-potable water delivered.
Specifically this includes additions or alterations to assets or actions which alter how an asset performs, particularly the passage and measurement of water flows and including redirecting of water to a neighbouring property, which is known as ‘on-selling’. The above complies with the Water Services Act (2012), section 89(1)(a) and penalties following which may apply, as detailed in section 4.12 in the Harvey Water Customer Service Charter.
REVIEW MY INVOICE
If you think your Invoice is incorrect, you can ask Rural Water Services to review it. The review procedure includes the following areas:
Water Meter Testing
Infield test
In cases where water charges have been levied when the meter is suspected by the customer of being faulty, Harvey Water will test the meter, at the customer’s request and at a time suitable to all parties.
Independent test
Where the customer believes that their meter may not be reading accurately the meter can be forwarded to National Association of Testing Authorities (NATA), (pursuant to AS3565.1).
The customer is required to pay Harvey Water for the cost of the independent test. The customer will be given a copy of the test result along with an explanation of the test result.
If the meter is not accurate and over reading water consumption then the costs of the test will be borne by Harvey Water and the account revised accordingly.
Review Outcome
Undercharged Invoice
On conclusion of the invoice review, if it is found that the customer’s Invoice has been under charged Harvey Water will back charge the undercharged amount up to a period of 12 months from the date of the Invoice review being completed. A special Invoice (interest free with 12 month payment terms) will be issued.
Overcharged Invoice
Harvey Water will within a period of 15 business days starting on the day it became aware of the overcharge amount:
- Credit the customer’s account and immediately notify the customer; or
- Inform the customer of the overcharging and recommend options for how the amount overcharged may be refunded to the customer or credited to the customer’s account.
Other review request
Where the customer believes that their Invoice may not be correct due to another reason, Harvey Water will review the specific reason based on current Western Australian legislation:
Review Completion
Harvey Water will inform the customer of the outcome of the review of the customer’s Invoice within 15 business days or as soon as practicable.
For further information please contact the Customer Service Coordinator at the Harvey Water office on 9729 0100