Agreements

Our agreement with you

Most services you connect to will be covered by our Customer ContractIt outlines the level of service we offer and explains your rights and obligations. 

We'll have a separate agreement with you if:

  • the service we offer you is different to that outlined in the Customer Contract
  • you have ongoing conditions of connection, such as maintaining pumps or pipes.   

Your agreement will explain what you must do to use and maintain your connection.
 

Customer walking in front of internal pipes

We'll have an agreement with you if you have ongoing conditions of connection.

 

Additional services agreements 

You'll have an additional services agreement if you have these connections or services.

We use these agreements to manage wastewater discharges contaminated by the business activities of commercial or industrial trade waste customers.

Your agreement may cover:

  • any wastewater treatment equipment you must install
  • wastewater quality standards you must meet
  • the types of pollutants you must manage in your wastewater
  • the need to monitor your wastewater quality
  • how often you must sample and how often we'll sample your wastewater quality
  • the maximum volume of trade wastewater you can discharge
  • where and when you can discharge trade wastewater into our systems
  • the need to meter your trade wastewater discharges.

We use these agreements to manage connections to our pressure wastewater system.

Many of these connections have been made through our Priority Sewerage Program.

Your agreement may cover:

  • what equipment you must have on your property to operate your pressure sewer connection
  • who owns the connection and who's responsible for maintaining it.

We use these agreements to manage customers who need to pump wastewater to our gravity wastewater system.

You may need this if your property is lower than our main.

Your agreement may cover:

  • what kind of pump and tank you can install
  • how much wastewater you can discharge into our system and how quickly you can pump
  • the quality of wastewater you can discharge
  • your responsibilities for maintaining your own equipment.

We use these agreements to manage customers who want to pump water directly from our water mains.

You may need to do this to boost water pressure or to pump water to multi-story buildings. Agreements ensure that when pumps operate, they don't damage our pipes or affect the service we give other customers.

Your agreement may cover the:

  • type of pump you can install
  • rate at which you can pump water from our mains.


We don't need an agreement with you if there's a tank between our pipe and your main.

We use these agreements to manage connections to our water main that involve very long lines of private pipes.

You may need this type of connection if your property doesn't front one of our water mains.

Your agreement may cover:

  • your responsibilities for maintaining your private pipes
  • where your meter can be located.

We use these agreements to manage water connections in areas where:

  • our water supply has low pressure
  • we can't meet the standards set out in the Customer Contract. This can occur in rural areas with small pipes or where another customer has a very high water demand.

Your agreement may cover:

  • the water pressure we can supply to you
  • your requirements to install any tanks or flow restricting devices on your private service
  • your responsibilities for maintaining your own pipes and equipment.

We use these agreements to manage connections to our vacuum sewer systems.

Your agreement may cover:

  • what equipment you must have on your property to make your connection work
  • who is responsible for maintaining it.

We use these agreements when customers take water from our wastewater system, treat it and re-use it.

Your agreement may cover:

  • where you can connect
  • the design of your connection
  • how much wastewater you can extract and how quickly you can pump it
  • when you can extract wastewater
  • any fees you must pay us.


If you return wastewater or sludge to our system after treating it in your sewer mining process, you must have an industrial trade wastewater agreement with us.

We use these agreements when customers want to take water from our stormwater pipes and channels, treat it and re-use it.

Your agreement may cover:

  • where you can connect
  • the design of your connection
  • how much stormwater you can extract and how quickly you can pump it
  • when you can extract stormwater
  • any fees you must pay us.


If you want to discharge stormwater or sludge to our wastewater system after treating it in your stormwater harvesting process, you must have an industrial trade wastewater agreement with us.

We use these agreements when we've given permission to use a metered standpipe on our hydrants. 

You may need a metered standpipe for short term water access for construction activities or water carting.

Your agreement may cover:

  • what hydrants you can use your standpipe on
  • how we will charge you
  • how you must record your water use
  • your responsibilities for maintaining your standpipe.

We use these agreements to manage water meters that aren't in a standard location or that we can't access.

Your agreement may cover:

  • how and when you must give us access to your meter
  • when we require you to send us your meter readings
  • when we require you to install and maintain an electronic remote meter reading device.
You must follow all the conditions in your additional services agreement or we may disconnect your service. Our Customer Contract still applies for any part of your service that's not mentioned in your additional services agreement.

If you don't have an additional services agreement but think you need one for your connection, call us on 13 20 92.

Do you need help with trade wastewater?

Sydney Water representative working with business customers.


Call 1300 985 227 or email 
businesscustomers@sydneywater.com.au 
for trade wastewater help.

Do you need a new connection?

Sydney Water business customers managing their water services.


Read our policy to find out what we can approve.