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Undetected Water Leak Assistance

If you have experienced an undetected water leak on your property and have received an account with a substantial increase on the water usage component, you may be eligible to apply for a rebate on your Water Account.

Pipe Water Leak

What defines an undetected leak?

Undetected leakage is defined as a leak occurring within pipeline breaks or connections in the ground, under slabs or within walls etc and is clearly not visible to the owner.

Do I qualify for assistance?

To qualify for the Undetected Leak Rebate, the leak must involve a significant leak where the water usage on the account issued immediately prior to the repairs being completed is more than $200 and 1.5 times greater than the previous five (5) periods. The leak must be repaired within 30 days of an account being issued or after the customer learnt of the leak’s existence.

What do I do with my water bill?

As the account holder you are still responsible for payment of the account. It is recommended the account be paid in full by the due date shown on the account. Once the application is processed and approved, the Rebate will then be applied as a credit towards the account. 

Shoalhaven Water understands that customers may at times experience financial difficulty in paying their water accounts, if you are unable to pay the full account by the due date, please visit our page Need help paying your bill? or contact us to discuss your options. In accordance with the Local Government Act 1993, daily interest charges of 6% per annum will continue to be applied on any outstanding balance until paid in full.

How do I apply?

Apply online using our Undetected Leak Rebate Request. You will need the following documents in either PDF or JPG format:

  • A copy of the plumber's invoice/statement or a declaration by the plumber detailing the cause of the leak and confirmation of repair; or
  • In the case where a plumber was not employed, a statutory declaration by the owner indicating the cause of the leak and confirmation of the repair.

What if I don't meet the criteria but still need help?

Where water usage charges are less than $200 and/or 1.5 times the previous five periods and financial hardship is being experienced; customers could seek relief under our Payment Assistance Scheme. 

Follow this link for more information on Payment Assistance

What exclusions are there?

The rebate will not be issued:
  • As a result of a second occurrence at the same property and by the same owner,
  • Where the leak was from an appliance, pump, hot water unit, pressure release or float valves, solar panels or pool heaters, pool or pond lines, taps, cisterns and other water fittings etc.
  • If the leakage was caused directly by way of accidental or wilful damage, or
  • If the rebate request does not contain the documentation or meet the terms of a complying claim.

Further Information

Further details can be found by following this link to our Undetected Leak Policy for Water, Sewer and Trade Waste Usage Charges.