Alan's job is c#@p and he loves it!

The less you know about raw sewage, the happier you'll be.

Admit it. You don't want to be exposed to the stinky innards of our wastewater system – if it's working properly, that's enough.

But because our wastewater pipes can never be emptied, some lucky person has to take a deep dive.

That's where Alan comes in

Specialist divers like Alan go deep into the pipes that remove wastewater from homes and businesses. He does the dirty work for you (that is, critical surveys and inspections), and you'll never know he was there.

People don't want to know about the sewer. They only want to know it's operating properly, and that's what we're trying to do.

Don't try this at home

Sewer diving is not for everyone. We only use trusted contractors who are intimately acquainted with our pipes.

Discover wastewater's long journey

Find out more about where water goes after it leaves your home and our wastewater systems.

Sign up for My Account: what's holding you back?

Your life can be just a little easier when you're registered with My Account.

We can walk you through the process

If you'd like someone by your side to help guide you through the online registration form, we've created a step-by-step video.

What is My Account, anyway?

My Account is your 24/7 DIY customer portal. It's where you can:

• view and pay bills
• set up direct debit
• switch to paperless (you could win a $200 eGift card!)
• request 3 years of financial statements
• arrange payment extensions
• update personal details.

As one customer told us: "It's so easy and seamless that I almost don't notice I’m paying the bill! … I literally had to go check my account to see if I was receiving electronic bills."

So sign up now!

Grab your paper bill to find your online ID and payment number. The video's there if you need it.

Don't fall for plumbing pressure tactics

Know your rights and avoid costly surprises during emergencies.

Plumbing emergencies are stressful, but rushing into repairs could cost you thousands. We've seen an increase in cases where some unscrupulous plumbers have: 

• overcharged for private plumbing work
• pressured customers to start work 
• wrongly told customers that we'd reimburse private repair costs.

How to protect yourself

Contact us before the plumber starts emergency repairs. Issues like blockages in our mains may be our responsibility.

We may reimburse the plumber's reasonable costs to identify and report the issue, but we can't cover repairs on private pipes that we don't own.

When you engage a plumber:

• If you can, get 2 quotes before agreeing to major work.
• Always question unusually high prices – you may be able to check with another licensed plumber.
• If the plumber says we'll reimburse you for high costs, contact us before work begins.
• Don't sign any agreement without getting a copy up front.

Do you think you've been misled or overcharged? Report it to Building Commission NSW.

Don't be caught out

Find out who's responsible for what at General plumbing information.

New prices for 2026–27

IPART set our prices for 2025–30 to help us continue providing safe and reliable services while improving ageing infrastructure and supporting growing communities.

The price changes are spread over 5 years, updated annually to reflect inflation. 

Customer Contract

This contract is our service guarantee to you, and outlines your rights and obligations as a Sydney Water customer.

Challenges of preserving a historic landmark

So how do you repair working infrastructure that also happens to be heritage listed?

The answer is very carefully indeed!

You may know the iconic Ben Buckler ventilation shaft as a feature of North Bondi's coastline. It was built in 1910, replacing the original brick tower erected in 1888.

You may not know that we own it: it's a vital part of our Bondi Water Resource Recovery Facility. So it's up to us to maintain it.

Imagine: 110 years of ongoing damage

Relentless salt spray creates cracks, flaking concrete and rusted steel that require painstaking intervention.

But the shaft's age and heritage value present unique challenges. For example, it prevents us using traditional scaffolding that touches the towering structure.

Innovation to the rescue

The ingenious solution is a giant, tailor-made freestanding cage. Weighing 80 tonnes, it's anchored by 63 piles driven deep into former landfill, complete with capping beams and temporary steel supports.

Project engineer Bosco Chow says "The Ben Buckler vent stack is more than infrastructure. It's a bold piece of Sydney's engineering heritage standing watch over one of the world's most famous beaches."

Repairs may be ready for you to admire by the time you read this article.

Meanwhile, we're proud to protect the shaft's historical significance and its vital role in keeping our city clean and safe.

Find out more about how we're improving wastewater services for Bondi.

Help to pay your bill

Take the pressure off with payment plans, free essential plumbing and hardship support. Explore the options to get help with your water bill, or call 1800 222 280 8am–5:30pm Monday to Friday (except public holidays).

How much do you know about wastewater? 

Take Jila's quiz and see how many questions you can get right about what goes into our wastewater pipes!