Becoming our customer
When you receive water or wastewater services from Waikato Waters, you automatically become our customer. This means you enter a contract with us – you don’t need to sign anything.
Your customer contract is a legally-binding document that explains how we provide services to you and what we expect from each other.
What’s in the contract
Your contract sets out:
- the terms under which we provide water and wastewater services
- your responsibility to pay for those services
- our rights to access your property when needed
- how you can make a complaint or raise a concern
- how we collect, use and protect your personal information.
We encourage you to read the contract so you know what to expect from us, and what your responsibilities are as a customer.
Keeping the contract up to date
From time to time, we may need to update the contract to reflect changes in legislation, standards, or how services are delivered.
If the contract is updated, we will give advance notice on our website, so you have time to understand what’s changing.
Our commitments to you
We provide essential services that support everyday life. We’re committed to delivering reliable water and wastewater services that you and your whānau can depend on – and to treating you fairly, openly and with respect. We’re proud to serve your community and are focused on earning and keeping your trust.
Response times across our district council areas
Our response times for water outages and wastewater overflows vary depending on where you live. These response times were originally set by the district councils before our organisation was formed. Over time, we expect to review and align these timeframes so we can deliver a more consistent level of service across our entire area of operation. Below are the current response times for the four district council areas where we will deliver services in 2026.