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MetersWe use a metering system to determine how muchwater you have used. The meter records all waterentering your property and approximately every threemonths we take a reading and bill you accordingly. Youcan use your meter to monitor your consumption andcheck if you have any water leaks.How to read your water meter – on your meter readthe BLACK FIGURES ONLY. The BLACK figures show thenumber of thousands of litres of water used.How much water do I use? – to monitor your waterusage, read your meter at the same time each week andwrite down the readings. Subtract the previous readingfrom the current amount and the difference is yourwater usage. An average household of three people useabout four kilolitres (4,000 litres) a week.For example:Current123896723856700400Previous1Total Usage00185288 Veolia DLE Service charter contract Insides.indd 1825/06/13 5:48 PM

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Using your meter to check for leaksNote the black and red figures on your water meter.After several hours without water being used, checkyour meter again to see if the numbers have changed.The best time to take recordings is before you go to bedat night and then again when you wake up. If there isa difference in the two readings it may indicate a waterleakage.The most common leaks occur through having: Worn tap washers Running or leaking toilet cisterns A faulty hot water system overflow Leaking pipes in the house Leaking pipes underground between the meterand the houseLeaks in or around the home are your responsibility andshould be repaired as soon as possible by a reputableplumber.The water meters installed in the Papakura region aremanufactured to a very high quality and provide areliable, accurate measure of water consumption.For high volume commercial and industrial users, wecan also provide monthly readings.205288 Veolia DLE Service charter contract Insides.indd 2025/06/13 5:48 PM

Meter readings and inaccurate readingsWe always aim to take care and protect your propertywhen reading meters.When a reading shows that your water usage hasincreased significantly in comparison to previousconsumption periods, we will alert you to this in writing.Our meters and all readings taken from them willbe treated as accurate unless you or we can showotherwise. You can contact us and request a test of themeter monitoring water supply to you. We will have themeter independently tested as soon as possible and theresults will be sent to you.If the results indicate the meter is giving inaccuratereadings, the meter testing is free of charge.If the meter is found to be reading more than two percent fast, we will refund in full the amount you havebeen overcharged as a result of the defect.If the meter is reading slow, we will not seek repaymentfor the amount you have been undercharged, however,we will replace the water meter.If the results indicate the meter is measuring accurately,you will be charged a service fee for the meter test.The amount of this fee is outlined in our currentcharges schedule.5288 Veolia DLE Service charter contract Insides.indd 212125/06/13 5:48 PM

Problems with your meterIf your meter gets damaged, please contact us and wewill arrange to come and fix it for you. Typically there isno charge for this service. If you believe your meter isreading inaccurately see above.Special meter readings/moving houseYou may need your meter read outside of the normalcycle for example if you are moving house and need tofinalise your account. This service is provided Mondaysto Fridays (excluding public holidays) with one workingday of notice. We will aim to send you your final accountwithin three working days. This service will incur anominal charge which will be added to your account.New water connectionsIf you request a domestic or commercial water meterthat will be used for charging, this will be fitted withineight working days of receiving your payment for theinstallation.Overflows/blockages in awastewater mainPipe blockages can be caused from a build up of foodscraps, fats or cooking oil being put down the kitchen225288 Veolia DLE Service charter contract Insides.indd 2225/06/13 5:48 PM

sink or by tree roots intruding into the pipe searchingfor water.We aim to respond within one hour and restore serviceswithin three hours. If in the unlikely case there is anydamage for which we are responsible for, we will rectifythis. You are responsible for clearing any blockages inthe private drain.Pressure and flow ratesWe are committed to achieving levels of water supplythat adequately meet your needs. The targets are forflow greater than 12 litres per minute and static pressuregreater than 200 kPa to all new connections.Quality of waterWe endeavour to provide the best water quality possibleand always meet NZ Drinking Water Standards.All our water quality results are reported to AucklandHealthcare.We also aim to maintain or, where possible, improvewater quality in terms of taste, odour and colour.If you observe any deterioration in your water qualityplease contact us and you can expect a response toyour enquiry within two hours.5288 Veolia DLE Service charter contract Insides.indd 232325/06/13 5:48 PM

Restrictions and reconnectionof supplyWe recognise that from time to time some of ourcustomers may experience hardship in paying theiraccount and we will always try to assist with specialpayment arrangements that may be necessary.We will not restrict your water supply if: You have agreed alternative paymentarrangements with us for an overdue account There is an unresolved dispute to an amountowing on your account It is on a Friday, a weekend, a public holiday or theday before a public holidayIf you are on our Special Needs Register we will notrestrict your supply unless we have first contacted youand taken all reasonable steps to come to an alternativearrangement with you.If payment for the account and reconnection is receivedbefore 3pm Mondays to Fridays, water supply will berestored to the property within three hours. If paymentsare not made before 5pm, there may be delays beforewater supply will be restored. An additional charge mayalso be applied.245288 Veolia DLE Service charter contract Insides.indd 2425/06/13 5:48 PM

TariffsWe will notify you as early as possible about anychanges in our tariffs, which will apply for the nextfinancial year.We produce and make available a schedule ofcharges annually.Any new charges or tariff changes are advertisedboth in the NZ Herald and in at least one localcommunity newspaper.Working in the areaWe aim to minimise disruption and inconvenience whenworking in your area. We make every effort to avoidcausing any damage to your premises.If in the unlikely event that damage does occur, we willreinstate your premises as soon as it is practicable andat no cost to you.Our employees and contractors also carry an identitycard and if it is an unscheduled call, they will explain thereason for their visit.Please call us on (09) 295 0515 if you wish to check priorto granting our team access to your premises.5288 Veolia DLE Service charter contract Insides.indd 252525/06/13 5:48 PM

FAQBrown waterWhat if my water is brown in colour?Water that is brown in colour is most likely due to thepresence of tiny amounts of soluble compounds of ironand manganese in the treated water that graduallybuild up as a coating on the pipe wall.When the normal flow of clear water is disrupted for anyreason, for example for repairs or maintenance, the ironand manganese are re-suspended in the water, causinga brown colour.The water is still completely safe even though itsappearance might suggest otherwise, however,consumption of this water should be avoided.Usually the discolouration will gradually clear by itself.We recommend running an outside tap for a fewminutes to remove this residual discoloured water.If the colouration does not clear, contact us. In someinstances we may need to help you by flushing themains in the street to restore clear water.Laundry stainsWhat if my laundry is stained from discoloured water?Stain removal using oxalic acid.This discoloured water can stain washing if it enters intoan active washing machine. A solution of oxalic acid willremove iron and manganese stains from clothing. It isavailable for free from us by calling (09) 295 0515.265288 Veolia DLE Service charter contract Insides.indd 2625/06/13 5:48 PM

Water spurting from tapWhy does the water from my tap come out in a suddenspurt or noisily?This may be due to air trapped in the pipe underpressure, which expands suddenly when the tap isturned on. The solution is to leave a cold water tapturned on slightly for a short time, allowing the trappedair to be safely dispersed. If the problem persists, pleasecontact us.Cloudy waterWhat if my water is a cloudy whitish colour?During refilling of the water main after repairs ormaintenance, some air may be trapped. This air isdissolved in the water under pressure and when thepressure is released by opening a tap, fine air bubblescome out in the water causing a milky appearance.Leave some water standing in a clear glass and thewhite colour should disappear after a short time. If youare still having problems, please contact us.5288 Veolia DLE Service charter contract Insides.indd 272725/06/13 5:48 PM

FAQWater taste and smellWhy does my water taste or smell different?Firstly, check your household appliances. Sometimessomething as simple as a washer on the kettle that hasdeteriorated can cause an unpleasant taste. We mayneed to flush the street mains on some quieter streetsor check network valving arrangements.Sometimes you may need to seek help from yourplumber if these normal remedies do not fix theproblem.If you have recently moved in to the district, you mayjust need time to get accustomed to the taste of thelocal water supply which may be different to you butperfectly safe.Pipe drainageWhat should I do if my pipes aren’t draining properly?Poorly draining pipes may indicate a problem with yourhousehold’s drains or the public wastewater system.By contacting our 24 hour service on (09) 295 0515, wewill visit your property and assess the cause. If the faultis due to the public system, we will fix it. If the problemis due to a private issue a charge may apply.28

Wastewater blockagesWhat happens when tree roots enter a drain or there isa build up of discarded fats and oils in the pipe?Tree roots can sometimes enter into a pipe searchingfor water or discarded fats may build up in the pipereducing the size of the hole the water can drainthrough and causing the pipe to be blocked. Water thenbacks up into the system and causes an overflow ofwastewater into properties or onto the street. Thoseoverflows can lead to disruptions of services anddamage to properties. Each year we undertake a numberof activities to reduce the amount of overflows, butyour help is needed to reduce these incidents further bycorrectly disposing of fats and oils: Discard them on your compost or garden – theyare natural and will break down and be absorbedinto the earth Wipe frypans with a paper towel before washing Let the fat cool and wrap in newspaper or pourinto a tin and place in the rubbish bin5288 Veolia DLE Service charter contract Insides.indd 292925/06/13 5:48 PM

Veolia WaterCustomer ContractTerms and conditions of Supply of Water andWastewater Services.These terms and conditions form part of a contractbetween Veolia Water and you, our customer, for thesupply of: Water Wastewater services1. WHAT VEOLIA WATER WILL DO1.1Supply Water and Wastewater Services to You: We will: Supply water to your premises, through the water supplynetwork; and Dispose of all wastewater discharged from your premises into thewastewater network,24 hours a day, 7 days a week, except where one of the exceptionsstated in this contract applies.1.2 Our Commitment to You: In supplying water and wastewaterservices to you, we will: Customer Charter: Develop, implement and maintain, inconjunction with a wide range of customer groups, a "CustomerCharter". It will set out: Service Standards: The service standards which we willcomply with.305288 Veolia DLE Service charter contract Insides.indd 3025/06/13 5:48 PM

Compensation: The compensation which we will pay to you for afailure by us to meet those service standards or any other obligationto you.We are committed to complying with the Customer Charter atall times. Legal Requirements: Comply with all relevant legal requirements. Personnel: Use only suitably qualified and experienced personnel.2. WHAT WE EXPECT FROM YOU2.1 So that we can deliver on our obligations to you, there are somethings which you have to do in return. You must: Pay Our Charges: This is covered in more detail in clauses 5.1-5.5. Selling or Moving Out: Advise us promptly if you are selling ormoving out of your premises. If you fail to advise us you willcontinue to have to pay for all water and wastewater servicessupplied to those premises until we find out that you have soldor moved out. From then on, the new owner or occupant of thepremises will have to pay for all further water and wastewaterservices supplied by us. If you notify us that you are selling ormoving out, and tell us the date on which you are moving or selling,this contract will terminate on that date. If you fail to notify us, thiscontract will terminate on the date that we find out that you havesold or moved out. Legal Requirements: Not do anything unlawful in relation to thewater and wastewater network. Changing Postal Address: Advise us promptly if you are changingyour postal address. Parts of Network on Your Premises: Ensure that any part of thewater and wastewater network which is located on your premises isnot interfered with and remains readily accessible by us at all times. Stormwater Entry: Prevent the entry of stormwater from yourpremises (roofs, paths etc) into the wastewater network.5288 Veolia DLE Service charter contract Insides.indd 313125/06/13 5:48 PM

Burst Mains/Overflows etc: Notify us as soon as possible if youbecome aware of any burst water main, sewage overflow or anyother defect in the water and wastewater network (including anymeter). Carrying Out Work Around Network: Before carrying out anywork which might damage any part of the water and wastewaternetwork, contact us and follow any directions given by us. If youcause damage to any part of the water and wastewater network asa result of not seeking or not complying with our directions, the costof repairing that damage will be payable by you.2.2 Your Assurances To Us: In supplying water and wastewater servicesto you, we will assume that we can rely on the following assurances: Rights of Occupancy/Access: That you will at all times have a legalright to occupy your premises and to permit us to exercise our rightsunder clause 4.1. Information Given to Us: That all information given to us by you oron your behalf was, or will be at the time of being given, completeand accurate.3. HOW WE WORK OUT OUR CHARGES3.1Our charges are based on the volume of water which we supplyto you, and the volume of wastewater which you discharge to thewastewater network. So how do we measure these volumes? . Water: The volume of water which we supply to your premises willbe measured by a meter (which will be supplied, maintained andregularly checked by us). Wastewater: The volume of wastewater discharged from yourpremises into the wastewater network cannot be easily measuredand will therefore be deemed to be the average percentage of waterwhich is supplied by us to domestic customers, then dischargedas wastewater into the wastewater network. That percentage iscurrently 80% (and this basis for charging is a requirement of theCouncil under its franchise agreement with Veolia Water - theagreement under which we operate the water and wastewaternetwork). The only situations where this will not apply are where: Not Connected to Wastewater Network: You notify us that yourpremises are not connected to the wastewater network. Unfair: You can show that this basis of charging would be grosslyunfair to you because, due to exceptional circumstances, you returnfar less of the water supplied by us to the wastewater network.(This might occur if (for instance) you run a nursery or manufactureproducts with a high water content. This will not normally occursimply because you have a large garden or a swimming pool). If anyadditional meters are needed to show the volume of wastewaterwhich is discharged from your premises into the wastewaternetwork, you will need to pay for these.325288 Veolia DLE Service charter contract Insides.indd 3225/06/13 5:48 PM

Water From Other Sources: Water is being supplied to yourpremises from a source other than Veolia Water and that water isbeing discharged, as wastewater, into the wastewater network. Ifso, we can install or require you to install additional meters (at yourexpense) to measure the volume of additional water supplied toyour premises. Commercial Customers Without Meters: If your premises are usedfor commercial purposes but there is no separate meter measuringthe supply of water to your premises, we will charge you theindustrial and commercial service fee.3.2 Meter Readings/Accuracy of Meters: Our meters and all readingstaken from them will be treated as accurate unless either you or wecan show otherwise. If you write to us and ask us to test a metermeasuring the supply of water to you, we will then have the meterindependently tested as soon as reasonably possible. A copy of theresults of the test will be sent to you. If the results indicate that themeter is giving: Inaccurate readings, there will be no charge to you for testingthe meter; Accurate readings, there will be a testing fee payable by you, unlesswe haven't carried out our regular meter testing programme underthe Customer Charter (in which case we will not charge you for thetest regardless of the outcome).3.3 Adjustments For Inaccurate Metering: If any meter measuring thesupply of water to you is found to be defective, we: Overcharge: Will refund in full any amount by which we haveovercharged you for water and wastewater services as a result ofthe defect. Undercharges: Can charge you for the amount by which you havebeen u

Our customer services team is available via telephone during the office hours stated above (except on statutory holidays). We aim to answer your calls promptly and professionally and provide follow up calls within 24 hours. 6 5288 Veolia DLE Service charter_contract_Insides.indd 6 25/06/13 5:48 PM