We want to make it easy for you to get in touch. There are lots of ways to contact us.
Report a fault
Need to tell us about a leak, broken pipes or water quality problems?
Call 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.
Who looks after pipes and fittings?
You're responsible for maintaining all water pipes and fittings between our water main and the buildings/taps on your property.
As a free service, if you tell us of a failure in your water system, we'll repair it between our water system and the meter - up to one metre inside your property boundary. For units, this is the master strata property boundary.
You may also choose to hire a licenced plumber to do the work for you.
We may not be able to do any work if the service isn't easy to access, the connection isn't authorised or covered by the Customer Contract, or if it's a fire service. You'll need to hire a licensed plumber to do this work.
What you need to know
If we repair a water service that's been damaged or vandalised, we'll charge you to fix it. The cost will depend on the complexity of the work.
We may need to turn off the electricity supply to safely complete the repairs.
The property owner is responsible for restoring any private property affected by repair work, eg concrete, pavers, retaining walls, rockeries etc.
Please ensure there's plenty of clear space around your meter so we can easily access it for repairs and meter readings.
If you share a private joint water or wastewater pipe, you must maintain that pipe. How you split these costs is between you and whoever shares it with you.
You're responsible for maintaining all wastewater pipes and fittings between your property and Sydney Water's wastewater system.
If you'd like to know where your wastewater pipes are, simply apply for a sewer service diagram at Sydney Water Tap inTM.
Check your account balance
Use our online account balance tool to instantly see what's owing on your bill.
Just enter your 11 digit payment number (look in the bottom right hand corner of your bill).
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.
Send information online
Do you have a question or comment or need to send an attachment?
Simply complete our online form.
Have you received great service? If you'd like to acknowledge a staff member, contractor, product or service:
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:
We'll send you a confirmation email and complaint reference number when you submit the form, or tell you a complaint reference number if 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, 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
Have you had loss or damage to your property because of our activities? If so, you can lodge a claim by:
- completing our incident notification form
- emailing or posting your completed form with any related documents to us. Our 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.
Do you need to send us a document? You can send letters, forms and other documents online, by mail or fax.
Please clearly address all correspondence to Sydney Water.
PO Box 399
PARRAMATTA NSW 2124
PO Box 339
SILVERWATER NSW 2128
Online formDo you have a question or comment or need to send an attachment?
Simply complete our online form.
1300 362 092
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Contact us by phone
We offer a free teletypewriter (TTY) service for customers with hearing and speech difficulties.
Simply call the National Relay Service on 13 36 77 and enter the phone number 13 20 90 (24 hours - 7 days).
Contact us online
Simply complete our online form and we'll get back to you soon.
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