Contact usWe want to make it easy for you to get in touch. There are lots of ways to contact us to suit your needs.
Faults, leaks or water quality enquiries
To report a leak or fault on Sydney Water mains, pipes or assets, or if you're concerned about your water quality, call us on 13 20 90 (24 hours, 7 days).
We can also help if you have questions about a leaking water meter, wastewater faults and some stormwater faults.
We'll repair leaks on the blue sections. You're responsible for maintaining the orange sections.
Billing, payments and general enquiries
Change your address
If you'd like your bills to go to a different mailing address, simply complete our Mailing address changes form and we'll update your account.
Are you buying, selling or building a property and need some advice?
- From NSW, call 13 20 92
- From interstate, call 1300 143 734
- From overseas, call +61 1300 143 734
Check your account balance
Get help online
Complaints and claims
We understand you may occasionally have a complaint about our service or experience with us. We're committed to managing these complaints promptly, fairly, confidentially and professionally.
We accept and manage complaints to help improve our services, products, decisions and actions. This in turn helps us increase customer satisfaction.
To make a complaint:
- complete our online form
- call us on 13 20 92 (8.30 am to 5.30 pm, Monday to Friday).
We'll send you a confirmation email and complaint reference number when you submit the form, or give you a complaint reference number over the phone when you call us.
If we can't resolve your complaint immediately, we'll provide an initial response within:
- two working days if you've called or spoken directly to us
- five working days if you've written to us or sent us an email and we can't respond sooner by phone or in person.
Our initial response may be:
- a solution that you accept
- our intended actions to resolve the complaint.
If you're not happy with our solution, you can choose to have the complaint reviewed again by a manager. If you're still unhappy after this, you can contact the Energy and Water Ombudsman of NSW (EWON) for free, independent dispute resolution.
To know more about how we manage complaints, read our Customer complaints policy.
Claims for damages
- download and complete the Notification of incident form
- email or post the form and any related documents to us. The details are on the bottom of the form.
We'll contact you within five days to let you know we've received your claim. We'll then fully investigate your claim and contact you with the outcome.
Find out more about claims for damages.
We're committed to being fair, honest, safe and responsible in all that we do.
How can you make a report?
Do you suspect corrupt behaviour from our staff or contractors? Call our independent corruption hotline on 1800 500 965 to report corrupt behaviour, serious waste of resources or any other suspicious matters.
The hotline is managed by KPMG and all calls are confidential. To find out more, read KPMG's privacy statement.
You can also make a report by:
- emailing email@example.com
- using KPMG's FairCall online form
- sending a secure fax to 9335 7466
- sending a letter to KPMG's secure postal address:
The FairCall Manager
PO Box H67
Sydney NSW 1213
Letters and documents
Do you need to send us a document? You can send letters, forms and other documents online, or by mail or fax.
Please clearly address all correspondence to Sydney Water.
|Postal address||PO Box 399
Parramatta NSW 2124
|Cheque payments||PO Box 339
Silverwater NSW 2128
|Fax||1300 362 092|
Help in other languages
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Hearing and speech difficulties
Call the National Relay Service on 13 36 77 and enter the phone number 13 20 90 (24 hours, seven days).
You can also use our web form to send us your enquiry.
Sydney Water Monitoring Services™
We have Australia's largest dedicated water, trade wastewater and environmental sampling and testing facility.
We provide a full range of services for a fee, including:
- field sampling
- laboratory analysis
- hydrometric services
- sample design
- data analysis