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1. When do I need to pay my account? You need to pay your account by the due date. We will assume that you have received our accounts and correspondence three working days after mailing or delivery. You may assume your payments or written correspondence have been received three working days after mailing or delivery. If we have not received your payment within 10 days we will send you a reminder notice. 2. How do I check my account balance? For information contact Actionline on 486 8600 and ask for the water rates department. 3. When should I get the final reading when I’m moving house? If you have sold your house remember to let us know at least one week before you move so that we can take a final meter reading and close your account. We will do this within five working days of receiving your request. If you are not selling your house but wish to cancel your account you must also request a final reading. 4. How do I report a leak or fault in the public water supply?
5. How do I obtain information contained in North Shore City Council annual reports? You can read our Annual Report online or contact Actionline on 486 8600 and ask for a copy to be posted to you.
6. What are the water supply fees and charges? Water will be charged for according to charges fixed under the Rating Powers Act and based on your consumption as measured by your water meter. Refer to our fees and charges brochure for more information.
7. Where do I find information on backflow prevention? The council operates a comprehensive citywide backflow prevention programme to identify high-risk sites and ensure water users comply with the relevant legislation.
8. How do I apply for a new water connection? Call Actionline on 486 8600 to check with Environmental Services that a metered water connection is possible. You then need to complete the appropriate forms and drop them into Environmental Services along with the payment. We will the send you a receipt and a ‘blue water meter location’ tag. Attach the blue tag to a wooden stake and mark the water connection location on your ground. Let us know you are ready to have the meter installed by calling Actionline on 486 8600. 9. I have bad tasting water, who do I contact? Actionline is our 24 hour/7 days a week contact for council. To contact Actionline phone 486 8600 or email actionline@northshorecity.govt.nz 10. I have no water, who do I contact? Actionline is our 24 hour/7 days a week contact for council. To contact Actionline phone 486 8600 or email actionline@northshorecity.govt.nz 11. What are the water supply standards? North Shore City Council water supply complies with the Ministry of Health Drinking Water Standards New Zealand (DWSNZ). We will do everything possible to provide a safe and reliable water service that consistently meets these standards.
12. How often is the water quality tested? We regularly monitor the standard of the drinking
water and will do an additional test at our cost if there is a
quality concern. However, if there are subsequent tests requested,
you will be charged if they show that the water quality is complying
with standards.
13. How is water supplied for firefighting? Water is supplied for fire fighting free of charge. Taking water from a fire hydrant for purposes other than fire fighting without approval, is considered theft.
14. Will we always have a continuous water supply? Because of the size and complexity of the water supply network we can never guarantee that your water supply will be uninterrupted or your existing pressure will be maintained. We will only turn off your water supply for planned maintenance shutdowns or for events beyond our control such as third party damage, bad weather, power failure, drought or emergency work or when we are entitled to because of a breach on your part. Where possible, notice will be given to all affected customers.
15. How much notice has to be given for maintenance to the water supply? We aim to provide a minimum of two days notice to customers for scheduled water supply interruptions. In accordance with our by-law, we will not be liable for damage to any of your sensitive equipment or processes, or for any loss, damage or inconvenience, which you (or any person using the supply) may sustain as a result of deficiencies in the water supply. Special needs customers such as schools, hospitals, industry, dialysis patients, hairdressers and commercial properties will be consulted at least five days before a scheduled water supply interruption, to agree on a suitable time.
16. What if I need a continuous water supply? If you require an absolutely uninterrupted supply, it is your responsibility to provide your own water storage facilities or an alternative supply, and to protect any equipment or functions sensitive to interruption, pressure and/or quality fluctuations.
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Water
introduction