Upcoming changes to water meter connections
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If you service GWW’s western region (formerly Western Water), you need to be aware of upcoming changes to the way you operate.
Currently, our meter services operate differently between our central and western regions. To deliver these services, our central region (formerly City West Water) uses two delivery partners, while the western region (formerly Western Water) uses a mixture of individual plumbers and contractors. We also have separate sets of metering and servicing guidelines, which creates confusion and inconsistency for our customers.
From late 2025, we’ll bring our western and central regions together, in a single Greater Western Water way of working.
To deliver standardised, consistent services across our entire service region, we’re pleased to welcome New Plumbing Solutions (NPS) to deliver meter connections and installations. NPS was selected as our delivery partner after a formal tender process.
About the changes
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Improved safety and reduced risk for plumbers and operators, with delivery partners handling all safety, training and licensing requirements.
Consistency in quality and a seamless experience for customers and property owners.
The new ways of operating are scheduled to start from October.
A single set of metering and servicing guidelines
Our guidelines, aligned with Melbourne Retail Water Agencies standards, promote consistency across our entire service region.
New meter assembly (‘dry’ tapping) process for new estates
This process covers the meter assembly process for new estates, where a 'dry' tapping has been provided.
Instructions for plumbers
- Lodge your plumbing application on behalf of the property owner.
- Plumbers from GWW’s service partner (NPS) will complete the following tasks, usually within 10 business days:
a) Connect the water supply to the existing dry tapping.
b) Construct the inlet portion of the meter assembly.
c) Install the meter. - Property owners' plumbers are then responsible for constructing the balance of the meter assembly, once construction of the property starts, in accordance with GWW conditions.
New meter installations ('wet’ tapping) process for new developments in existing areas
This new main-to-meter process covers new developments in existing areas, including single residences, dual occupancy, multi-unit, commercial or industrial developments, where a ‘wet’ tapping is required.
Instructions for plumbers
- Lodge your plumbing application on behalf of the property owner.
- Plumbers from GWW’s service partner will:
a) Tap the water main.
b) Construct the service pipe into the property.
c) Construct the inlet portion of the meter assembly.
d) Install the meter. - Property owners' plumbers are then responsible for constructing the balance of the meter assembly, in accordance with GWW conditions.
What stays the same
- Plumbers will still need to make their plumbing applications with GWW and carry out all other work in accordance with our conditions. This includes constructing the balance of the meter assembly in both new estates and new developments in existing areas.
- No changes to the process where developments contain a fire service, with owners and their licensed plumbers responsible for installing and maintaining the property service pipework
- No changes to ways of operating for plumbers and contractors servicing GWW’s central region.
How can I find out more?
Contact GWW’s Meter Services team at gww.meterservices@gww.com.au.
