Water billing FAQs

Understanding water charges

Pay your water bill online

The water usage charge recovers the cost of supplying safe, reliable drinking water and contributes to funding the fixed costs of maintaining essential infrastructure such as reservoirs, pipes and treatment plants.

Water usage charges shall be made for every kilolitre of water supplied and are based on the actual water use recorded by a Council water meter installed on your property.

Water notices are issued three times per year, at 30 days before the due date.

Each notice shows the meter readings, the amount of water used, and the cost of that usage.

By paying water usage charges, residents and businesses help ensure Council can provide a secure supply of quality drinking water while meeting environmental, health, and regulatory standards under the Queensland Local Government Act 2009.

If you have questions or concerns about your water notice, please contact Council.

What period does my water bill cover?

Your water bill covers the period between your last meter reading and your most recent reading, shown on the front of your notice.

This is usually around four months, with three bills issued each year.

Can I view and track how much water I use?

Yes. Your water notice shows your meter readings, total usage, and average daily consumption, along with comparisons to past periods and local averages.

Council is also developing a new customer portal that will let you track your water use online in more detail.

Once the regional meter installation program is complete, you’ll receive information about when the portal will be available, what it offers, and how to access it.

How can I pay my water bill?

Council offers a variety of convenient payment options for rates, water billing, infringements, animal registration and other invoices (sundry debtors).

Payble is an online payment option to help you manage your water bills.

You can choose to pay your bill in smaller, more frequent payments and never forget a payment again.

It’s free, easy to set up and you can check your balance at any time. Plus, if your circumstances change, you can login and adjust how often you pay.

For more information about payment options you can visit our Payments page.

Why is my bill higher when my usage hasn't changed?

Even if your water use is about the same, there are several reasons your bill may be higher:

• Price changes: Usage charges are reviewed each year as part of Council’s budget and may increase from 1 July.
• Billing period length: Water usage is billed three times per year. If a billing period covers more days than the last one, the total charges will be higher even with similar daily consumption.
• Concealed leaks: An undetected leak can cause unexpected increases. If you suspect this, Council has a Concealed Water Leak Policy that may provide assistance.

What happens if I suspect my water meter is faulty?

If you suspect your meter is faulty, you will need to submit an Application for Testing of a 20mm or 25mm Water Meter form

What are my water maintenance responsibilities?

As a property owner, you are responsible for maintaining the private plumbing inside your property. This includes:

• All internal pipes, taps, fixtures, and fittings (e.g. toilets, sinks, showers, dishwashers, washing machines).
• Private pipework from your house to the water meter, up to and including the first connection point at Council’s water meter.
• Private downpipes and stormwater drainage, up to the point where they connect to Council’s system at the kerb and channel.

If leaks, breaks, or blockages occur in this private infrastructure, you are responsible for arranging and paying for repairs by a licensed plumber.

What maintenance is Council responsible for?

Cairns Regional Council looks after the public water and wastewater network. This includes:

• The water meter itself and the pipes leading up to it.
• All water mains, reservoirs, treatment plants, and sewerage networks beyond the property boundary.
• Stormwater infrastructure in the street (kerbside channels, pits, and pipes).

Council is responsible for maintaining, repairing, and upgrading this shared infrastructure to ensure safe, reliable supply to all properties.

For more information about Council's water infrastructure, visit the Water supply & use page.

You can also find more information about Council's Water and Resource Recovery Customer Service Standards 2025 - 2030.