Customer Charges and Customer Contract Changes

Read about the new customer charges pricing structure and our Papakura Customer Services Charter and Contract

Changes to customer charge pricing structure and the customer contract

Earlier this year, we notified you regarding a consultation we undertook with our customers proposing changes to our Customer Service Charter and Contract, and our water and wastewater pricing structure. Effective 1 July 2024, we will be implementing the following changes: 

  • Updating the Papakura Customer Service Charter and Contract; and
  • Aligning our water and wastewater charges pricing structure with the rest of the Auckland region.

In reaching this decision we carefully considered several key factors, including customer feedback and regional consistency. The alignment of water and wastewater charges pricing structure with the rest of Auckland is aimed to improve customer experience and ensure long-term sustainability for managing the community's water infrastructure. Thank you to everyone who took the time to complete the survey - we greatly appreciate your feedback. 

You can review the new Papakura Customer Charter and Contract online, or request a printed copy from our customer services team.

2024/25 charges:

Specific pricing for July 2024 - June 2025 customer pricing will be published when this is released - this is typically published in June of each year.

Updates to terminology

We will be updating some of our terminology to align with the rest of Auckland. 

Residential customers, previously referred to as 'domestic' customers. Where the term 'domestic' was used in past documents, webpages, or communications from Veolia, this is now defined as 'residential' customers. 

Business customers, previously referred to as 'non-domestic' or 'commercial'. Where these terms were used in past documents, webpages, or communications from Veolia, these are now defined as 'business' customers. 

Important information for landlords and tenants

Under the Residential Tenancies Act 1986, the landlord or property owner is responsible for paying the annual fixed wastewater charge. 

While it is up to the landlord and tenant to agree on who will pay the usage (volumetric) part of the bill, the landlord/property owner is ultimately responsible for ensuring payment to Veolia of all water and wastewater charges at the property, regardless of: 

  • any billing arrangements between the landlord and tenant; and
  • provisions in the Residential Tenancies Act 1986 dealing with liability for water and wastewater charges between landlords and tenants.

Payment of the annual wastewater fixed charge
With the introduction of a new annual wastewater fixed charge, landlords can now opt to receive their bill either by post or email. If a tenant is paying the usage (volumetric) part of the bill, landlords can also authorise a tenant to receive an email copy of the bill. 

Authorising tenants to receive an email copy of the bill
To authorise a tenant to receive a copy of the bill, please contact the Veolia Customer Services Team on (09) 295 0515 or [email protected] to provide the name and email details of the tenant. 

How your water bill will be calculated

 

Fixed Charge Component

Volumetric Fee Component

Water

None.

Water will continue to be charged per 1,000 litres (= 1 kilolitre, kL) of water that is supplied to your property, as measured by your water meter.   

Wastewater

Wastewater will comprise an annual fixed charge which is not based on how much water you use.  This charge is payable all year, whether the property is vacant or occupied.  The charge is based on the number of days covered by your bill.

Wastewater will also continue to comprise a volumetric charge calculated as a percentage of your water consumption.

 


Further detail on the new customer charges pricing structure applicable to Residential Customers and Business Customers respectively is provided below.

Residential Customers

 

For residential customers, this wastewater charge is taken based on 78.5% of water consumption (95% for apartments), as measured by your water meter. This assumes that on average, 78.5% of the water used becomes wastewater by going down your drain via the kitchen sink, shower, bath, washing machine, toilet, etc.

Charges

Pricing Structure

Water

Volumetric charges: Water charged per kL consumed.

Wastewater

Fixed charge: An annual fixed charge per connection.
Volumetric charges: Wastewater charged per deemed kL discharged.  
Wastewater discharge is calculated as 78.5% of your water consumption (kL) (95% for apartments). 

The table below outlines the pricing structure for 2023/24 prices. Exact prices for 2024/25 commencing 1 July 2024 will be published soon. 

ChargesAuckland region 2023/24 charges (incl. GST)
Water

Volumetric charge: $1.998 per 1000 litres

Wastewater

Fixed charge: $289 per year

Volumetric charge: $3.476 per 1000 litres

If you are a school, kindergarten, daycare centre, church, marae,  community centre, sports club or social club, you are considered a business premise under the new pricing structure. This means instead of paying residential charges, you will now be charged as a business customer. 

 

Business Customers

For business customers your wastewater rates will depend on what industry your business is, and your annual water consumption volume. Depending on the volume of water you use, you will be classed as a Low User, Moderate User, High User, or Industrial User. Each of these have a differing wastewater rate.

Charges

Pricing Structure

Water   

Volumetric charges: Water charged per kL consumed.

Wastewater         

Volumetric charges: Wastewater charged per kL discharged. Wastewater discharge calculated as a % of your water consumption based on industry type (kL).
Fixed charge: Annual fixed fee will vary depending on your water consumption (Low User, Moderate User, High User, or Industry User).

The table below outlines the pricing structure for 2023/24 prices. Exact prices for 2024/25 commencing 1 July 2024 will be published soon. 

ChargesAuckland region 2023/24 charges (incl. GST)
WaterVolumetric charge: $1.998 per 1,000 litres
Wastewater

Low user plan:

Fixed charge: $289 per year

Volumetric charge: $6.503 per 1,000 litres

Moderate user plan:

Fixed charge: $725.19 per year

Volumetric charge: $6.17 per 1,000 litres

High user plan:

Fixed charge: $10,262.13 per year

Volumetric charge: $5.234 per 1,000 litres

Industrial user plan:

Fixed charge: $110,118.22 per year

Volumetric charge: $4.069 per 1,000 litres

If you are an industrial plan customer, your wastewater charges may already reflect the pricing structure outlined above.

 

Industry types and corresponding wastewater percentages

Under Auckland aligned Business Customer Charges, wastewater charges are calculated using a fixed charge per water meter per year, plus a volumetric charge per kilolitre of wastewater discharge. The volume of wastewater discharge is calculated for each meter by considering the way the water is used and assigning an ‘industry type’ with a corresponding wastewater percentage. The wastewater percentage represents the proportion of the water consumption that will be charged for volumetric wastewater services.

Industry Type

% of water consumption typically discharged to the wastewater network

Wastewater % rate

  • General commercial (standard commercial premises, eg. office)

  • Accommodation

  • Community facility/church

  • Abattoir

  • Retail shop/cafe/restaurant

  • Warehouse/postal/transport 

  • Sports/recreational facility

  • Education and training facility (no irrigated grass fields)

85% - 100%

95%

  • Industrial/general manufacturing

  • Hospital or medical clinic

80% - 100%

90%

  • Pool

  • Laundry

  • Food manufacturing

75% - 95%

85%

  • School (with irrigated grass fields)

  • Beverage manufacturing 

  • Metal, glass or construction material manufacturing

70% - 90%

80%

  • Agriculture

5% - 25%

15%

  • Concrete manufacturing

0% - 15%

5%

Explore examples of average bills under the current Veolia Papakura pricing structure and Auckland aligned pricing structure

The table below shows the average water volume consumed by a person in Auckland, with the corresponding monthly bill under the new pricing structure, as according to current Auckland 2023/24 charges. If you live in an apartment your bill will be slightly different due to the deemed 95% wastewater discharge.

Exact prices for 2024/25 commencing 1 July 2024 will be published soon.

Domestic - standard home

Household size

Average monthly water consumption (L)

Expected monthly bill from 1 July 2024 onwards, based on 2023/24 Auckland charges* 

1 Person 

4,650

$46.06

2 People

9,300

$68.04

3 People

13,950

$90.02

4 People

18,600

$112.00

5 People

23,250

$133.98

6 People

27,900

$155.96

 

 

 

*charges subject to annual review. 2024/25 prices to be published soon

Business charges will depend on your water consumption and industry type. 

The table below provides an overview of monthly charges for a general business premise under the aligned pricing structure, according to 2023/24 charges. Please note that depending on your industry type, the charges may vary.

Exact prices for 2024/25 commencing 1 July 2024 will be published soon. 

Commercial - general commercial

Price Plan

Annual wastewater discharge (kL)

Monthly discharge (kL)Expected monthly bill range from 1 July onwards, based on 2023/24 Auckland charges* 

Low User

 

0 - 1,342

0 - 118

$24 - $987

Moderate User

1,342 - 10,084

118 - 885

$987 - $7,013

High User

10,084 - 87,809

885 - 7,703

$7,021 - $54,544

Industrial User

 

87,809 +

7,703 +

$54,341 +

*charges subject to annual review. 2024/25 prices to be published soon

 

Frequently Asked Questions

Why are you changing from the current Customer Charges pricing structure?

We’re proposing updating our water and wastewater charges pricing structure to align with the rest of the Auckland region. This will ensure pricing structure consistency for all customers, irrespective of whether they are in Papakura District or the rest of the Auckland region.

 

How will the wastewater fixed charge be calculated?

The annual wastewater fixed charge will be split evenly across your monthly invoices.

Will the frequency of my billing change?

No. Billing will continue to be on a monthly cycle which alternates between estimated and actual reads.

How will the changes affect me?

If you are a residential customer, from 1 July 2024 your bill will include a fixed charge for wastewater. The volumetric wastewater charge will change, and the standard wastewater discharge volume will reduce from 80% of water consumed to 78.5% of water consumed (95% for apartments). 

If you are a business customer, you will be categorised as a Low User, Moderate User, High User or Industrial User depending on your deemed wastewater discharge. Please refer to further information on our website page under Business Customer.

 

 

What does this mean for landlords?

Under the Residential Tenancies Act 1986, the landlord or property owner is responsible for paying the annual fixed wastewater charge. It is up to the landlord and tenant to agree on who will pay each part of the bill. The landlord/property owner is responsible for the charges at the property, regardless of: 

  • any billing arrangement we may have with the landlord/owner
  • provisions in the Residential Tenancies Act 1986 dealing with liability for water and wastewater charges between landlords and tenants.

Landlords can now opt to receive their bill either by post or email. If a tenant is paying the usage (volumetric) part of the water bill, landlords can authorise a tenant to receive an email copy of the bill. To authorise a tenant to receive a copy of the water bill, please contact the Veolia Customer Services Team on (09) 295 0515 or [email protected] to provide the name and contact details of the tenant.

What does this mean for renters and tenants?

While landlords may ask tenants to pay the usage (volumetric) part of the bill, under the Residential Tenancies Act 1986 landlords are responsible for paying the annual fixed wastewater charge. It is up to the landlord and tenant to come to an agreement on how to pay the bill. 

To receive an email copy of the bill, please speak with your landlord. They will need to contact us in order to authorise you and provide contact details. 

When will the new Customer Charges pricing structure take effect?

The Auckland aligned pricing structure will come into effect on 1 July 2024.

What are the key changes to the customer contract?

We have updated the contract to align more closely with the contract applying to the rest of Auckland. Key changes include updates to our privacy policy and our customer complaints process. Some definitions and explanations have also been adjusted to improve readability.

In addition to adjustments to definitions for clarity, we have updated the following sections in the Papakura Customer Service Charter and Contract:

  • Customer charges
  • Leak allowance
  • What is a customer contract and who is covered by it?
  • Customer complaints process
  • Our liability to you
  • Making changes to this contract
  • Customer information and privacy
  • Definitions and interpretation

You can access the updated Papakura Customer Service Charter (from 1 July 2024) here

What is a fixed charge?

The annual wastewater fixed charge, paid per meter, contributes to the expenses associated with operating and maintaining the water and wastewater infrastructure in Papakura. These costs are incurred regardless of whether a customer is actively consuming water or discharging wastewater at any given time. 

The volumetric charge contributes towards the cost of water consumed and wastewater discharged by the customer.

What does my money from Customer Charges go towards?

The money you pay us in water and wastewater bills go to ensuring high-quality water and wastewater services, including water treatment compliant to the New Zealand Drinking Water Standards, treatment of wastewater, repairs and maintenance and upgrades and replacement of the Papakura water and wastewater networks.

How are the water charges calculated?

Refer to the section above that details How your new water bill will be calculated of this webpage. 

 

Why are apartments being charged for wastewater at 95% of water consumed?

Under the new Auckland aligned pricing structure, residential wastewater charges are based on 78.5% of the volume of water used on the property. This leaves an allowance of 21.5% for typical outdoor activities such as watering the garden, washing the car or filling a pool, where the water does not enter the wastewater network.  Residents in apartment complexes don’t typically use water for these activities – most water they use drains directly into the wastewater network. There is an allowance of 5% for drinking water in apartments.   

Why am I now being charged as a business customer?

Under the new Auckland aligned pricing structure, a residential property is one where the only activity occurring at the property is living and sleeping. This means that under the Auckland aligned pricing structure, the following activities are now classified as a business:

  • Schools and educational facilities
  • Kindergartens
  • Daycare centres
  • Churches
  • Maraes
  • Community centres, sports clubs and social clubs

If you were previously a residential customer and fall into one of the above categories, then from 1 July 2024, you will be charged as a business customer. 

What does residential and business property mean under the new Auckland aligned pricing structure?

A residential property means it is used only for living and sleeping. Independent living units in a retirement village are considered a residential activity.

A business property is where activity occurring at the property includes operating a business This includes the business of providing business accommodation. Indicators that a business is operating at the property include but are not limited to:

  • signage which advertises the business
  • being GST registered
  • having designated parking
  • having a business website
  • requiring potable water to meet government and local government regulations (eg. food hygiene regulations)

 

Why is wastewater charged at a higher rate than water?

Wastewater charges are higher because wastewater requires more treatment than drinking water.

What if I can't pay my bill?

Veolia is committed to ensuring sustainable water services for the Papakura community, and we understand that some customers may be experiencing difficulties or hardship. Veolia's Customer Support Fund Program offers assistance to those in need. To check your eligibility for financial assistance, visit here or contact our customer service team. 

Contact us

Contact us

There are many ways to contact our team

Our Papakura office is a friendly environment with facilities for confidential discussions. We aim to minimise any delays when paying accounts in person and aim to answer your calls promptly and professionally and provide follow-up calls within 24 hours. Veolia also provides 24-hour emergency service for major water and wastewater service failures. 

Contact Us

 Telephone /Emergency (24hr): (09) 295 0515 

Fax: (09) 296 2632

Email us: [email protected]  

Visit Us

Veolia Water
Address: 107 Great South Road, Papakura
Opening Hours: Monday (10am - 5pm) 
Tuesday - Friday (8:30am - 5pm)
Saturday, Sunday, Statutory holidays – closed 

Post

 PO Box 72-243
Papakura 2244
Auckland

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If you need help to login, you’re welcome to contact us via [email protected] or call (09) 295 0515.