Policies

Want to know our position on something? Our policies can help.
 

Need to know our position about charges on your bill or when we'll give you a rebate? Read these policies to find out.

Policy name What the policy is about
Allowances and rebates on your bill It explains when we'll give you a credit on your bill, or other help.
Overdue payments and disconnections for non-payment It explains what we'll do if you don't pay your bill.
Payment assistance It explains how we can help if you're having difficulty paying your bill.
Service and usage charges It explains how we charge you.
Sewerage usage charging for non-residential customers It explains how sewerage usage charges apply to business customers.
Water meters It explains who owns and is responsible for maintaining the meter we use to charge you correctly.
 



Do you need to connect to our pipes? Are you subdividing a property? Read these policies to find out what you need to know and do.

Policy name What the policy is about
Acquisition of land for trunk drainage within the Rouse Hill development area It explains how we acquire land for trunk drainage in the Rouse Hill area.
Bonding of works It explains when we need a security bond before we extend or adjust our pipes. 
Building bridges over Sydney Water open stormwater channels It explains our requirements for building bridges over open stormwater channels.
Building over or adjacent to Sydney Water's stormwater assets It explains what to do if you're building over or next to our stormwater assets.
Community title subdivisions It explains how to connect services to properties in this type of subdivision. 
Connecting to Sydney Water systems It explains how to connect to our water or wastewater pipes.
Documentation of standards for easements over private service lines It explains what to do when you're creating an easement over a private service line.
Entry onto third party property It explains what we do when we need access to a private property to extend our pipes.
Funding infrastructure to service growth It explains who pays to build our new water and wastewater pipes. 
Minor service extensions It explains how we assess applications for minor service extensions.
On-site stormwater detention It explains our requirements if you need to install an on-site stormwater detention system.
Property development connection requirements It explains how to organise connections to our water or wastewater pipes for new properties.
Responsibilities of connected customers It explains your responsibilities when you have a connection to our pipes. 
Stormwater connections to natural waterways It explains our requirements for stormwater connections to natural waterways.
Stormwater quality targets It explains the stormwater quality targets you must meet.

How do we help protect the environment? Read these policies to find out.

Policy name What the policy is about
Environmental It explains our commitment to protecting the environment.
Sewer mining It explains how we approve companies to draw sewage from our wastewater system. 
Stormwater fencing It explains how we install and maintain fences around our stormwater assets to protect the public. 

How do we manage the things you can't see when you turn on your tap? Read these policies to find out. 

Policy name What the policy is about
Community and stakeholder engagement It explains how we consult the community and stakeholders.
Customer complaints It explains how we handle complaints.
Hosting delegations It explains how we host interstate or international delegates.
Privacy It explains how we manage your personal information to ensure it's secure and protected from misuse.
Sponsorship and donations It explains how we help the community through sponsorship and donations.
Unsolicited proposals It explains how we assess business proposals we didn't request.
If our policy hasn't explained what you need to know, please  contact us.
Two children in a kitchen filling a jug with water

Do you know how we charge for the water you use?