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Policies

If you want to know how we make decisions on everything from pricing, building applications and the environment to how we manage our business, check out our policies. We base all our decisions on policy to make sure we're consistent and fair.

Find a policy

Open the sections below to find policies and learn about our requirements, services and responsibilities. If our policy doesn't explain what you need to know, contact us.

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, rebates and concessions on your bill	Explains when we'll give you a credit on your bill, or other help.
Overdue payments	Explains what we'll do if you don't pay your bill.
Payment assistance	Explains how we can help, if you're having difficulty paying your bill.
Service and usage charges	Explains how we charge you.
Wastewater charges for non-residential customers	Explains how wastewater usage charges apply to business customers.
Water meters	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
Bonding of works	Explains when we need a security bond before we extend or adjust our pipes.
Building bridges over our open stormwater channels	Explains our requirements for building bridges over open stormwater channels.
Building over or adjacent to our stormwater assets	Explains what to do if you're building over or next to our stormwater assets.
Building over and adjacent to Sydney Water assets	Explains when we'll allow buildings and structures over or near our assets.
Community title subdivision	Explains how to connect services to properties in this type of subdivision.
Connecting to our systems	Explains how to connect to our water or wastewater pipes.
Entry onto third party property	Explains what we do when we need access to a private property to extend our pipes.
Funding infrastructure to service growth	Explains who pays to build our new water and wastewater pipes.
Funding infrastructure to service growth - examples	Provides examples for application of the funding infrastructure to service growth policy
Infrastructure contributions	Explains to developers (you) how we apply infrastructure contributions on development applications.
Listed provider scheme management	Explains how we manage different types of non-compliances and the actions we may take in relation to those non-compliances.
Minor service extensions	Explains how we assess applications for minor service extensions.
On-site stormwater detention	Explains our requirements if you need to install an on-site stormwater detention system.
Property development connection requirements	Explains how to organise connections to our water or wastewater pipes for new properties.
Standards for easements over private service lines	Explains what to do when you're creating an easement over a private service line.
Stormwater connections to natural waterways	Explains our requirements for stormwater connections to natural waterways.
Stormwater quality targets	Explains the stormwater quality targets you must meet.
Your responsibilities when connected to our services	Explains your responsibilities when you have a connection to our pipes.

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

Policy name	What the policy is about
Drinking water management	Explains our commitment to providing safe and reliable drinking water.
Environmental	Explains our commitment to protecting the environment.
Recycled water management	Explains our commitment to providing fit-for-purpose recycled water.
Sewer mining	Explains how we approve companies to draw sewage from our wastewater system.
Stormwater fencing	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
Alcohol and other drugs policy	Explains alcohol and other drugs policy.
Arc Flash Operational Procedure	Explains the minimum requirements to protect against Arc Flash, including PPE.
Complaint	Explains how we handle complaints.
Corporate compliance	Explains actions taken to manage, implement, monitor and report on compliance with our obligations.
Data breach	Explains how we will handle a data breach containing personal or health information.
Family violence assistance	Explains how we assist customers affected by family or domestic violence.
Privacy	Explains how our employees and third parties assist us to comply with our obligations under privacy laws.
Safety, health and wellbeing policy	Explains safety, health and wellbeing policy.
Safety minimum requirements	Explains safety minimum requirements.
Sponsorship	Explains how we help the community through sponsorship and donations.
Unsolicited proposals	Explains how we assess business proposals we didn't request.

Policies

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