Our response to COVID-19

Your safety and wellbeing are our priority

No matter how COVID-19 is affecting you, especially if you face financial challenges, we're here to help. We’ll continue to supply safe, high-quality water and wastewater services, and our crews will continue working according to NSW Health advice to fix issues or faults as quickly and safely as possible. Please contact us if you need assistance.

Help to pay your water bill

NSW Government support

Services you depend on

Our COVID-19 responsibility

Support in your language

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.

$2,000 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 – which is now $2,000 – 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 COVID-19 financial support for individuals and households, and you can also use services for Your mental wellbeing.

Other help and support

Services you depend on

We're reading water meters and issuing bills where possible under the latest NSW Health COVID-19 guidelines. If a meter reader has left a card asking you to tell us your reading because they couldn't access your meter, you can avoid receiving an estimated bill while keeping person-to-person contact to a minimum. Thank you for your patience and cooperation.

More about meter readings

Our WaterFix plumbers will continue to follow strict COVID-19 safety plans when they enter your home. We’ll let you know safety requirements when you book so you know what to expect. We appreciate you helping to minimise the risk to other customers and our plumbers.

If anyone in your household is self-isolating or has symptoms of COVID-19, please reschedule your WaterFix appointment. Call us on 1800 807 475. 

More about WaterFix Residential

We’re committed to protecting both you and our PlumbAssist plumbers.

We're currently taking these measures:

  • 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 confirmed to have COVID-19.
  • The day before your appointment, we’ll send a reminder message and ask you to contact us if anyone in your home is feeling unwell.
  • Before each appointment, our plumbers wash their hands with soap or use an alcohol-based hand sanitiser – or both – before putting on new disposable gloves.
  • Our plumbers will maintain a social distance of 1.5 metres from you at all times.

More about PlumbAssist

Our crews are working as hard as ever to keep our networks running. 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 social distance of at least 2 metres and limit conversation as much as possible.

We care about what you have to say. You're welcome to contact us by phone or email.

Report a leak

Our COVID-19 responsibility

We test wastewater for NSW Health

We collaborate on 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.

Support in your language

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