Our response to COVID-19

The safety and wellbeing of our people and the community is our number one priority.
 
As a provider of essential services to the community and businesses across Sydney, the Blue Mountains and the Illawarra, we'd like to reassure you that we've taken actions to ensure the continued safe supply of high-quality water and wastewater services - even in these unprecedented and challenging times.

As the situation around COVID-19 changes rapidly and we continue to adapt, we want you to know we're here to help.

Visit our contact us page for useful self service links or ways to get in touch. Our Faults and leaks line is available 24/7 and our General enquiries line is available from 8 am to 7 pm on weekdays.

What you need to know

We test for remnants of the COVID-19 virus in raw sewage across Sydney as part of a new research program undertaken by NSW Health and Sydney Water.

The NSW Sewage Surveillance Research Program tests untreated sewage for fragments of the COVID-19 (SARS-CoV-2) virus at more than 60 sewage treatment plants across NSW to provide data to support NSW Health’s COVID-19 response.

Data from the NSW Sewage Surveillance Research Program is included in the COVID-19 surveillance reports published weekly.

Visit NSW Health Latest COVID-19 updates for more information.

Sydney's drinking water remains safe to drink. There is no need to buy bottled water for drinking when you have access to clean, safe drinking water.

Our treatment plants include robust processes to ensure drinking water is of a very high quality and complies with the Australian Drinking Water Guidelines.

Our existing water treatment and disinfection processes, including the use of chlorine, are effective at destroying viruses in water supplies.

The Water Services Association of Australia has published a COVID-19 Fact Sheet with key information about drinking water services.

Australia Post is currently experiencing delays in delivering mail due to the impact of COVID-19.

This may mean you have less time between when your bill arrives and the due date, particularly for our customers interstate and overseas.

If you'd prefer to receive your bills online in the future, register for eBill and we'll send your bill to your inbox instead of your mailbox. Registering for eBill doesn't affect how you pay your bill, just how you receive it. To find out more, visit our eBill page.

Residential customers

If your employment or income has been impacted by COVID-19, we offer you a range of support options.

Whether it's a short term extension on your bill or longer term assistance, we have something to help everyone.

Visit our Help with your bill page to see the options available. If you need help beyond paying your bill, we also have a range of links to Other help and support.


Business customers

We can offer a short deferral or negotiate a payment arrangement for your business property.

We understand that the novel coronavirus (COVID-19) has significantly impacted some retail food businesses.

If your retail food business had to close or go into hibernation due to the impacts of COVID-19, please let us know so we can update your trade waste agreement. You can do this by submitting a request through Sydney Water Tap in. Please select ‘Discharge trade wastewater’ and follow the prompts.

For businesses that continue to operate, we’ll be reducing the frequency of all grease trap cleaning by 50% from 14 May 2020. This will be an automated change in our system so you don't need to do anything.

If your business is operating as normal or is experiencing an upturn in trade and you’d like your grease trap cleaning frequency to remain unchanged, please let us know by submitting a request through Sydney Water Tap in. Please select ‘Discharge trade wastewater’ and follow the prompts.

If this is your first time using Sydney Water Tap in, you’ll need to register for an account first.

Our crews are working as hard as ever to keep our networks running and we'd like you to help keep them safe.

Please do not approach our crews or contractors unless it's absolutely necessary. If you do need to speak to our teams, please maintain responsible social distancing of at least two metres and limit conversation as much as possible.

We care about what you have to say, but we need to keep our people as safe as possible. Please contact us by phone or email instead if possible. 

Keep up to date online

You can keep up to date by:

Report a wastewater overflow

To report a wastewater overflow, please call us on  13 20 90

We know that toilet paper can be hard to come by right now. For the safety of our system and your pipes, please only flush the 3 Ps - pee, poo and (toilet) paper.

We’re committed to protecting both the community and our meter readers while we continue to provide you with essential water services.

This means we’re doing things a little differently for some of our customers. We'll continue to read most residential properties and all of our remote meters as usual.

However, if your meter is difficult for us to access, is inside your home or cannot be read while adhering to social distancing, we'll be making a few changes. Please visit the meter readings page for more information.

Please do not approach our meter readers unless it's absolutely necessary. If you do have to speak to us, please maintain responsible social distancing of at least two metres and limit conversation as much as possible.

WaterFix® Residential and WaterFix® Strata

Our WaterFix® Residential and WaterFix® Strata programs help customers save water by fixing leaks and replacing inefficient devices around your home. Cost and water savings are immediate and you also benefit from energy savings due to reduced hot water use.

Please check the WaterFix® Residential and WaterFix® Strata pages to find out more about these programs.

Novel coronavirus (COVID-19) information
To ensure the health and safety of our plumbers and the community, our plumbers follow strict COVID safety plans when they enter your home. When you make an appointment, please check on the latest safety requirements if you're concerned about what to expect.

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The safety and wellbeing of our people and the community is our number one priority.