Our response to COVID-19

Our priority is your safety and wellbeing.

As the situation around COVID-19 changes rapidly, we will continue supplying safe, high-quality water and wastewater services.

Our crews are working in accordance with NSW Health advice to ensure that any issues or faults are fixed as quickly and safely as possible.

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Our teams are helping the fight against COVID-19 through the Sewage Surveillance Program.

 

What you need to know


We test for remnants of the COVID-19 virus in raw sewage across Sydney as part of a 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.

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.

We can also discuss and refer you to support offered by the NSW Government. To find out what is available for yourself, visit their Financial support webpage for individuals and households.


Business customers

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

The NSW Government have a range of Financial assistance for businesses and employers impacted by COVID-19. They offer a fees and charges rebate for small businesses, of up to $1,500, which can be used to claim back our fixed charges. This would include your water, wastewater and some trade waste charges.Visit their website to apply or see what you might be eligible for.

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.

Meter readings begin again

We have started reading water meters across Greater Sydney and issuing bills again under the latest NSW Health Covid-19 guidelines.

We still have limited staff in Local Government Areas under strict lockdown. If you live in one of these areas your bill will most likely be late.

To ensure the safety of our customers and staff, we won’t enter buildings to access meters. If we can’t access your meter we will leave a card in your letter box. You can tell us your meter reading and we will issue your bill.

Our meter readers are working hard to provide a contactless service so please be patient and considerate with them.

If your bill is higher than expected or you're unable to pay by the due date, we can help with your bill. Or you can contact us for more information.

Our Faults & Leaks line is available 24/7 and our General Enquiries line is available from 8am to 5:30pm on weekdays.


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
Due to the current stay at home orders across all of Greater Sydney including the Blue Mountains, Central Coast and Wollongong, we are pausing WaterFix® appointments.
We will be contacting all customers with bookings over this period to reschedule. Visit the WaterFix® Residential and WaterFix® Strata pages for more information.

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