Aqwest understands that unexpected water leaks—especially those that are hidden—can lead to unusually high water bills. To support their customers, Aqwest offers a Leak Allowance Program that provides financial relief in cases of genuine hidden leaks.

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What Is a Hidden Leak?

 

Hidden leaks typically occur underground or in locations where they aren’t visible, such as beneath paving, in garden irrigation systems, or inside walls. These types of leaks can result in substantial water loss before being discovered.

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Leaks from visible sources, such as leaking taps, toilets, garden hoses, appliances, or water features like ponds and pools, are not classified as hidden and therefore aren’t eligible for the allowance.

 

Who Is Eligible?

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To be considered for the Leak Allowance, the following criteria must be met:

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• Type of Leak: The leak must be hidden and not easily detectable without inspection.

• Repair Standards: The leak must be repaired by a licensed plumber or an accredited Waterwise Garden Irrigator (WGI).

• Timely Action: Repairs should be completed quickly, and the application must be submitted within three months of discovering the leak or receiving a high-use alert from Aqwest.

• Water Loss Threshold: The estimated water loss must be valued at over $250.

• Proper Irrigation Controls: For irrigation systems, a manual isolation valve and master solenoid must be in place to qualify.

 

Not Eligible

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The Leak Allowance does not apply to:

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• Leaks from visible or obvious sources.

• Leaks related to pools, spas, or ornamental features.

• Internal plumbing that doesn’t meet the Australian Plumbing Standard (AS/NZ3500).

• Leaks on vacant land or new builds.

• Systems repaired by unlicensed individuals.

• Irrigation systems without proper isolation controls.

• Applications submitted later than three months after the leak detection.

 

Retic Smart Can Help

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If your leak is within your garden irrigation system, Retic Smart is here to help. We are an accredited Waterwise Garden Irrigator (WGI), approved by Aqwest to carry out qualifying repairs under the Leak Allowance Program.

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Our team can inspect your irrigation system, identify hidden leaks, and perform compliant repairs that meet Aqwest’s requirements, ensuring you remain eligible for a potential allowance.

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How to Apply for the Leak Allowance

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To apply, you’ll need to submit:

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• Your latest water bill (including your account number).

• A current meter reading (after repairs).

• A digital copy of the repair invoice from a licensed plumber or accredited WGI like Retic Smart.

 

Applications are assessed individually. If approved, you could receive a credit of up to 50% of the estimated water lost, which will be applied to your next bill.

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Prevent Future Leaks

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Early detection can prevent water loss. Aqwest encourages all customers to:

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• Check your water meter regularly.

• Use their Leak Calculator to monitor water usage.

• Conduct routine inspections of both indoor plumbing and garden irrigation systems.