Te tuku āheitanga ki tō nama wai
Grant access to your account
As the property owner, you can grant account access to other people such as tenants or family members.
Protecting your privacy
We’re committed to safeguarding your privacy and keeping your personal information secure. We only set up residential accounts under the legal property owner’s name, as our contract is with the owner of the property we supply the service to. This is different from other utilities, like internet or power providers. If anyone else needs to access the account, we must ensure they have the owner’s permission.
Who can be authorised?
Who can be authorised?
As the property owner, you have the authority to grant account access to anyone including tenants, property managers, family members, and employees. However, please note that as the primary account holder, you remain fully responsible for the account, and any actions carried out by those you have granted access to.
Tenants
Once you’ve granted access to your tenant, they can communicate with us about the account. Authorised tenants can receive the water bill, view account information, apply for a leak allowance and manage the account online.
However, the tenant’s name will not be on the bill, and they can’t change the personal details on the account or request a special meter reading.
Family members
Once you’ve granted access to your family members, they can view account information, but they can’t make changes to the account.
Property managers
Once you’ve granted access to your property manager, they have full authority and can act on behalf of you. Please fill out our property management change request.
Employees
If your role is not in the accounts payable department, we require authorisation from the company director before discussing account details such as balance or payment date.
Company directors are automatically authorised and may contact us to approve employee access.
Power of attorney
A Power of Attorney (POA) or Enduring Power of Attorney (EPOA) gives you the authority to act legally on another’s behalf, to the extend of what’s specified in the POA or EPOA agreement. Please note once the individual passes away, the POA or EPOA is no longer valid. If you’d like to inform us that you are the POA or EPOA of an account please follow this link to upload your supporting document.
Once we've received your document, our team will load it against the account to grant you authority to access. This won’t change the name listed on the account, as name updates are only supported through a legal title change or the sale of a property.
We understand these processed can be complex at times, and we’re here to help make things as smooth as possible.
Change of account ownership
When property ownership changes, and the property title is legally transferred, we’ll automatically add the new owner’s name to the account. You will not need to do anything – this is completed by the solicitors during the house sale.
When a property owner dies
If a property owner passes away, their spouse or family member can contact us. Before we can discuss the account we will need a copy of the death certificate or will, as evidence they are acting as executor. If the Public Trust or other administrator of the estate contacts us, we usually won’t require additional information.
Quick links
Quick links
Transferring or closing your loved one’s account following their passing.
Support understanding your responsibilities, making payments, or managing faults, leaks and plumbing issues.
Understand who is responsible for bill payments, pipes, water meters, repairs and more.