Our response to COVID-19

Your safety and wellbeing are our priority

As the situation around COVID-19 changes rapidly, we’ll continue to supply safe, high-quality water and wastewater services. Our crews in all Greater Sydney local government areas (LGAs) are working according to NSW Health advice to ensure that issues or faults are fixed as quickly and safely as possible. We’re here to help in these challenging times, so please contact us if you need assistance.

Services you depend on

We’ve started reading water meters again across Greater Sydney under the latest NSW Health COVID-19 guidelines. However, as we still have limited staff on the road, your bill may be delayed.

To keep meter readings contactless, we won’t enter a building to access your meter. If we can’t access your meter for this or any other reason, we’ll leave a card in your mailbox asking you to tell us your meter reading.

More about meter readings

Regrettably, due to ongoing restrictions around Greater Sydney we can't take new WaterFix Residential or WaterFix Strata bookings right now. We expect to get back to normal in a few weeks. If you have a booking in place, we’ll contact you to reschedule. Thanks for your understanding.

When our WaterFix plumbers resume services, they'll continue to follow strict COVID-19 safety plans when they enter your home. We’ll let you know our safety requirements so you know what to expect.

More about WaterFix Residential

We’re committed to protecting both you and our PlumbAssist plumbers as they provide their services.

Here’s what to expect:

  • When you make your booking, we’ll ask if anyone in your household is self-isolating and if anyone has been in contact with a person who has been confirmed with COVID-19.
  • The day before your appointment, we’ll send you a reminder message and ask you to contact us if you or anyone in your home is feeling unwell.
  • Before each appointment, our plumbers will wash their hands with soap or use alcohol-based hand sanitiser gel – or both – before putting on new, disposable gloves.
  • They’ll also maintain a distance of 1.5 metres from everyone at all times.

More about PlumbAssist 

Our crews are working as hard as ever to keep our networks running and we’d like you to help keep them safe. Please don’t approach them unless it’s absolutely necessary. If you do need to speak to them, please maintain a responsible social distance of at least 2 metres and limit conversation as much as possible.

We care about what you have to say, but please contact us by phone or email instead if possible.

Report a leak

Help to pay your water bill

Whether you’re a residential customer or business owner, you can get support if COVID-19 has made it harder for you to pay your bill.

We can offer residential customers a range of support options, from payment extensions to emergency support. We also provide information about other help and support, or refer you to NSW Government financial support for individuals and households. You may be surprised at just how many other bodies and institutions you can turn to.

We can offer business customers a short deferral or a payment arrangement.

Please contact us 

NSW Government support

The NSW Government will provide financial assistance, support measures and tax relief to help businesses across the state impacted by the current COVID-19 restrictions. Check out COVID-19 financial support for business.

$1,500 small business fees and charges rebate

Small business owners, sole traders and not-for-profits can apply for the small business fees and charges rebate  at Service NSW. This rebate – currently set at $1,500 – is to offset eligible government fees and charges from 1 March 2021 to 30 June 2022.

Eligible Sydney Water fees and charges: 

  • water service charges
  • wastewater service charges
  • recycled water service charges
  • stormwater service charges
  • liquid waste trap (grease trap) quarterly charges
  • commercial trade waste permit fees
  • industrial trade waste consent fees.

Note that water usage charges are not eligible.

Other help and support

The NSW Government is also offering many different forms of financial support to people impacted by COVID-19. You may be eligible to access the COVID-19 Support Package, and you can also use services for Your mental wellbeing.

Other help and support

Our COVID-19 responsibility

We test wastewater for NSW Health

We collaborate in the NSW Sewage Surveillance Research Program, a joint Sydney Water and NSW Health program. We test untreated sewage for fragments of the COVID-19 virus at more than 60 wastewater treatment plants across NSW. This provides data to support NSW Health’s COVID-19 response. With Australia’s largest dedicated water, trade wastewater and environmental sampling and testing facility, we’re the perfect partner for NSW Health. 

You can access data from the program in NSW Health’s weekly COVID-19 surveillance reports. Plus you can check out NSW Health’s latest COVID-19 updates.

You don't need to buy bottled water when you can get clean, safe drinking water.

We keep your drinking water safe

There’s no evidence that COVID-19 is transmitted by drinking water. NSW Health says: 'Human coronaviruses are spread from someone with confirmed coronavirus to other close contacts with that person through contaminated droplets spread by coughing or sneezing, or by contact with contaminated hands, surfaces or objects.'

Plus, our water treatment plants include robust processes to ensure drinking water is very high quality and complies with Australian Drinking Water Guidelines. Our treatment and disinfection processes, including the use of chlorine, destroy viruses. 

Check out the Water Services Association of Australia COVID-19 fact sheet for key information about drinking water services around the country.

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