Council has completed a comprehensive review following enquiries from residents about higher-than-expected water notices issued after the replacement of approximately 1,800 water meters across the region.
The review confirmed that the new meters are operating correctly and that water charges have been calculated accurately. In many cases, the replacement meters are recording water consumption more accurately than older meters that had reached the end of their operational life and were no longer providing the level of accuracy required.
The review also found that some replacement meters were read outside the standard 183-day billing period, resulting in a longer water consumption period being included on some notices. In some instances, this may have contributed to customers moving into a higher water consumption tier.
Council understands these increases may have come as a surprise for some households and appreciates the concerns raised by residents. We apologise for not identifying and advising the community of this issue earlier.
Following the review, Council has implemented measures to support affected customers. To assist customers, Council has extended the discount due date for current water notices from 13 August 2026 to 27 August 2026.
Council has also introduced a credit for customers whose water consumption was billed outside the standard 183-day period and where the extended billing cycle resulted in consumption being charged in a higher pricing tier. Customers eligible for this credit will be contacted directly through their preferred method of receiving their water notice bill (by post or email).
For more information, including frequently asked questions, details of available support measures, and information about water consumption tiers, please visit Council's dedicated information page at: Water Western Downs Regional Council