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We strive to provide our customers with access to safe, functioning and convenient water and sewer services at all times. However, sometimes you may have difficulties with your water services or notice a water leak. In these situations, we have a 24-hour customer service line for whenever you need help.

Call 1800 188 586 at any time for expert assistance from our customer service team regarding difficulties or faults.

 

How to report a fault

Our customer service team is here to help you. The more information you provide us about the issue, the easier it is for us to help you.

Remember, we're not responsible for plumbing on your private property - for that, you need to call a plumber.

1. Identify your problem

To best assist us in helping you, try and identify your service fault from the list below:

Sewers
  • Is your inspection point clear?
  • Do you know if this has happened before at this property?

We'll take care of any blockages, odours or sewer overflows from the sewer main and connection point. If your inspection point is clear, generally this means the block is coming from your private plumbing and you'll need to contact your plumber.

Water pressure and your stop tap

Your stop tap is located on your water meter and controls the flow of water to your property. If you have a water pressure problem at your property, check your stop tap. If your stop tap will not turn off, is broken or leaking, we will repair it for you.

  • What's the water pressure like in the tap closest to your meter?
  • Is your stop tap turned on?
  • Are you getting any water at all? Even a small trickle can tell us a lot about your issue.

 If your stop tap or water meter is vandalised or damaged, please get in touch with us and we'll let you know about next steps.

Water quality

Drinkable water

  • Is the issue with the smell or taste?
  • What colour is your water? If it's milky white, it's just air from the pipes making it that colour. Let it stand for a few minutes and it will go back to normal.

Untreated water

  • If your water has a strange odour give us a call as we might need to arrange an inspection.
  • How long has the issue existed for?
Leaks
  • Is the leak large (bubbling or gushing) or small (seeping)?

 

2. Provide as much detail as possible

Location - try to be as accurate as possible
  • Where is the fault? What's the address?
  • Is the fault on the road, nature strip or pipeline?
  • If you're in a rural area, what's the closest town?
  • Can you provide any other details to help us identify the location, such as nearest crossroad or visible landmark?

 

Timing and duration
  • How long has the problem existed for?
  • When did you first notice it?
  • Does it happen at certain times?
 
Surrounding area

Have your neighbours been experiencing similar issues?

 

3. Give us a call

If you can provide us with details about your service difficulty or fault we are much better equipped to help you out! However, we know it's not always possible to make a thorough inspection, so just tell us what you can and let us help you.

Call 1800 188 586 at any time for expert assistance from our customer service team regarding difficulties or faults.

 

Guaranteed Service Levels and service standards

We're committed to providing high-quality standards that consistently meet our customer and regulatory requirements. We aim to meet the standards set by the Essential Services Commission for service fault and difficulty response times.

Urban

A Guaranteed Service Level (GSL) provides customers with a rebate on their water bill when our service doesn't meet accepted performance standards. GSLs were approved as part of our 2013-18 Water Plan for urban customers.

Water service fault
Rebate
Unplanned water supply interruptions not restored within five hours of notification $50
Planned water supply interruption longer than notification $50

 

Sewer service fault
Rebate
Interruptions to sewer supply not restored within five hours of notification $50
Sewer spills within a house that are a result of failure in our system that aren't contained within one hour of notification $1000

 

Rural

In rural areas we also have service standards to ensure minimal interference and hardship for our customers:

  • Limit the unavailability of pipeline supply systems for continuous periods (more than three days) to no more than nine days a year.
  • Limit the number of pipeline bursts and leaks (per 100 km of pipeline) to one per year.
  • Obtain a 100% annual compliance with storage operator obligations.

 

For more information, check our customer service charters:

Adobe PDF file icon 24x24Customer charter - urban summary (334kB)

Adobe PDF file icon 24x24Customer charter - rural summary (305kB)

 

 

 

 

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