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	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.
Wastewater usage charges for non-residential customers	It explains how wastewater 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.
Building over and adjacent to assets policy	It explains when we’ll allow buildings and structures over or near our assets.

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

Policy name	What the policy is about
Drinking water management	It explains our commitment to providing safe and reliable drinking water.
Environmental	It explains our commitment to protecting the environment.
Recycled water management	It explains our commitment to providing fit-for-purpose recycled water.
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.
Complaint	It explains how we handle complaints.
Family violence assistance	It explains how we assist customers affected by family or domestic violence.
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.