Frequently Asked Questions
Why am I paying a water service charge and a consumption charge per kilolitre?
The State Government required Cairns Regional Water and Waste to introduce two-part water pricing as part of its commitment to the Federal Government for National Competition Policy. The access charge will appear on your rates notice and is separate from the water consumption charge on your water usage notice.
How Often Will I Get A Water Usage Notice?
They are issued three times per financial year. The meters are read on a continual basis at approximately four month intervals.
Why isn't the water usage notice sent directly to the tenant renting the property, like telephone and power accounts?
Under the Local Government Act 1993 council sends any notices for rates and charges to the registered owner of the property. The amount of water consumed is a matter between the landlord and the tenant.
Can I get a rebate if the pipes on my property have been leaking?
There is a Water & Waste Leakage Policy for Residential Customers that has been established to alleviate the financial burden caused by water leaks on residential allotments. You may be given up to 50% rebate on your bill subject to policy conditions.
I own a commercial property, am I eligible for the Leakage Policy?
No, the Water & Waste Leakage Policy applies to residential customers only.
How is the water usage adjusted at settlement?
Your settlement agent will proportion the costs between the two parties involved based on the sale date. Contact your settlement agency for more information.
How is your ownership updated after settlement?
Your settlement agent notifies Queensland Land Registry of the change and they forward the information to Cairns Regional Council.
I am the new owner of a property. I did not own the property for the full period covered in my water bill.
You will need to consult with your settlement agency in order to determine how they dealt with water usage charges. They may have conducted a Settlement Water Search (on or around the date of settlement) and apportioned the water usage to either yourself or the previous owner.
My address has changed, what do I need to do?
You will need to notify Water & Waste in writing of your change of address. Please include the signature of the owner/s of the property or properties where you want the changes made. You can do this by completing the notification of change of address section on the back of your bill or a change of postal form.
If you have more than one mailing address to change, please fill out the form for each assessment that needs to be changed.
Is there any discount on water usage charges?
There are no discounts given on water usage charges.
I'm a pensioner, can I apply for remission on my water usage charges?
Pensioner remission is not given on water usage charges.
What assistance is available if I am having difficulty paying my water bill?
Water & Waste can make special arrangements for customers who have difficulty paying their water bill. More frequent payments can be made. These special weekly or fortnightly arrangements must be agreeable to both the customer and Water & Waste and must be maintained.
Council has also established an Independent Rate Relief Tribunal. The tribunal meets on an as-needs basis to review applications from ratepayers who are experiencing genuine, long-term and extreme financial difficulty. The guidelines for these applications are contained in the Application Form. The following categories are ineligible for assistance:
- Commercial/Industrial properties
- Owners of multiple dwellings (more than 1 unit)
- Vacant land
- Owners of more than one property
Application forms are available from any of Council's administration offices below:
| Office | Address | Opening Hours |
Council Administration Centre |
119-145 Spence Street, Cairns QLD 4870 |
8.00am to 5.00pm |
| Council Administration Centre |
64-66 Front Street, Mossman QLD 4873 |
8.30am to 4.30pm Monday - Friday |
Library |
Cheviot Street, |
10.00am to 3.00pm Monday - Friday |
Library |
Earlville Shopping Centre, Earlville QLD 4870 |
10.00am to 5.00pm Monday - Friday |
or by phoning 4044 3044.
Does GST apply to water consumption charges?No. GST is not applicable to water consumption charges.
What is the Cairns Regional Council & Cairns Regional Water and Waste ABN? Cairns Regional Council and Water & Waste's ABN is
the same: 24 31 0025 910.