Policies
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 |
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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. |
Policy name | What the policy is about |
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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 |
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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 |
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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. |
Do you know how we charge for the water you use?