What to do now
Official rules: Consumer Affairs Victoria, Paying for utilities and services. Renter summary: Tenants Victoria, Utility charges. Keep paying rent. Free early dispute help: RDRV. Check current fees on the VCAT fees page before a hearing.
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Check the meter and the bill lines. Does the property have its own separate water meter? On the bill, separate usage / sewage disposal (often the renter's share when separately metered) from fixed supply, sewerage infrastructure, drainage, and other non-usage charges (usually the rental provider's). If there is no separate meter, the rental provider pays the water charges.
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Check the rental agreement. A provider can agree in writing to pay charges that would otherwise be yours. If they agreed, that special condition controls.
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Check replacement appliances. If a water appliance, tap, shower, or toilet was replaced and is below the minimum 3-star WELS rating (with a limited plumbing-exception path), the provider must pay the water cost while it stays non-compliant. Tell them in writing and keep photos of the WELS label or packaging.
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If you paid their share, claim reimbursement. Use CAV's Notice to rental provider path with proof of payment. They have 28 days to repay. If they paid your valid share, they can ask you to repay within 28 days with evidence.
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If they insist on an invalid charge, write first, contact Consumer Affairs Victoria (1300 558 181), then apply to free RDRV (an RDRV application is also a VCAT application if you need a hearing). For supplier billing problems, also try EWOV on 1800 500 509.
Worked example
Sam gets an agent invoice for the full water bill, including fixed supply and sewerage service charges, for a separately metered townhouse. Sam emails the same day: under the Residential Tenancies Act 1997 (Vic), Sam pays usage and sewage disposal only; the rental provider pays fixed supply and infrastructure charges. Sam attaches the water corporation bill with those lines highlighted and asks for a corrected invoice. If the unit had shared a common meter with no separate reading, Sam would refuse the whole water charge as a provider liability. If talks fail, Sam uses free RDRV and keeps paying rent.
When you pay, and when the provider pays
Under the Residential Tenancies Act 1997 (Vic) (especially ss 52 to 55) and CAV's utilities page:
Separately metered (own meter for the premises):
- You generally pay water usage based on consumption, plus sewage disposal charges during your occupation, unless the agreement says the provider pays.
- The rental provider pays charges not based on the amount of water supplied (fixed water supply / service), and charges for sewerage infrastructure, drainage, pumping or cleaning of sewerage tanks (unless you caused the damage), and usual cartage rules for fire-safety tanks and drinking water that is not usage-based.
Not separately metered:
- The rental provider pays the water charges, including usage, sewage disposal, and supply-related costs for that shared supply.
A rental provider may agree in writing to take over a charge that would otherwise be yours. Get that in the agreement as a special condition.
Efficiency standards for replacement appliances
If a water appliance, fixture, or fitting needs replacing, the rental provider must replace it with one that meets prescribed minimum efficiency ratings (generally a minimum 3-star WELS rating for water appliances). While a non-compliant replacement stays installed, the provider must pay the ongoing water cost that relates to that non-compliance (s 54). You can serve a CAV breach-of-duty notice seeking a compliant replacement.
If the age or structure of the plumbing means a 3-star unit cannot be installed or will not work, the highest rating that will operate effectively can be used instead. Keep photos and any plumber advice.
Hidden faults that cause excessive usage have a separate path: notify the provider as soon as possible; if you did not cause the fault and the utility company is not responsible, the provider may have to pay the excess and reasonable diagnosis costs (ss 53A and 53B).
Disputes, CAV, RDRV, and VCAT
Write first. Keep paying rent. CAV can explain the rules and take some complaints. Free RDRV mediates many rental money disputes; the same application can go to a VCAT hearing if needed. Check current residential fees on the VCAT fees page (concession rates and fee relief may apply). Most people represent themselves.
Social or community housing may use a capped service charge where separate metering is not practical. Ask your housing provider for their written notice of any service charge.
Where to get help
Consumer Affairs Victoria: 1300 558 181
Paying for utilities and services · Efficiency standards for replacement appliances
RDRV: rdrv.vic.gov.au or 1300 017 378 (free)
VCAT: vcat.vic.gov.au or 1300 018 228
Fees
Tenants Victoria: Utility charges · Renter Support Line (03) 9416 2577
EWOV: 1800 500 509