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Keeping you up to date
Gain insight into how we govern our business and the work we do. We're committed to transparency about how we operate and our responsibility to customers.
Customer guides
Our customer guides will help you to use our products and services.
| Guide title | What it's about |
|---|---|
Allowances for water use for customers using haemodialysis machines at home. |
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How to condition tap water for use in your aquarium in 6 simple steps to condition our tap water for use in your aquarium. |
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For licensed plumbers on how to install a water meter. |
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For customers on how to maintain their water meters. |
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For licensed plumbers on how to install water meters in multi-level buildings. |
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How we rely on customers to identify leaks and breaks and what we'll do about these reports. |
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In English, information for new customers on how to save water. |
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In Nepali, information for new customers on how to save water. |
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In Arabic, information for new customers on how to save water. |
Waterwrap® newsletters
Residential customers receive these newsletters with each bill.
| Edition | What's in it |
|---|---|
How baby fatbergs grow into monsters. What higher prices mean to you from 1 October. One customer's experience of WaterFix Residential. A bit of Tank Stream history. How to get help paying your water bill. |
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Take a dip at Putney Beach. Grab one more chance to have your say on water prices. Discover game-changing innovation with recycled glass. Learn how we support customers facing domestic violence. |
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Discover the new Blue Mountains PFAS treatment plant. Get help to pay your bill with a new online form. Check out water outage rebates. Have your say on water prices. Discover how we honour culture while protecting waterways. Find out why water is our life with Jess Fox. |
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Go paperless now for the chance to win a $2,000 eGift card! Hear about our 2025–30 price proposal and how to have your say. Get contractors in and out of your home faster. And let's talk about the quality of your drinking water. |
Business Update newsletters
Business (non-residential) customers receive these newsletters with each bill.
| Edition | What's in it |
|---|---|
What higher water prices will mean to you from 1 October. How to Save Our Sinks. Where to find the visionary Sydney Water projects that may impact your business. |
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There's still time to have your say on water prices. Discover game-changing innovation with recycled glass. Understand your business's trade wastewater responsibilities. |
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Ask for support if you have trouble paying your bill. Check out rebates you're entitled to for water outages. Grab the last chance to have your say on future water prices. |
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Go paperless for the chance to win a $2,000 gift card! Hear about our 2025–30 price proposal and how to have your say. And let's talk about the quality of drinking water. |
Plans and strategies
Our plans and strategies support our ambitious vision to prepare for the future.
| Plan or strategy title | What's it about |
|---|---|
Outlines our vision, aspirations and values for the future. |
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Outlines our commitments to reconciliation from 2024 to 2026. |
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Supports our vision to create a better life with world class water services and the NSW Government's vision of the Western Parkland City. |
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Provides a framework for understanding the challenges and opportunities of integrated water management in Eastern Sydney. |
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Outlines the availability of trunk-water-related infrastructure over the next 5–15 years across the major greenfield and infill areas. |
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Explains how we are delivering change to improve our infrastructure, operations and the way we work. |
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Explains the timing and priorities for the Innovation Research and Deployment Plan relating to our strategic outcomes and setting targets across different time horizons. |
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Outlines how our approach to climate change will help us achieve our net zero goals. |
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Captures our key infrastructure and operational decisions to 2050, ensuring services to our customers adapt to a changing world. |
Reports
We publish many reports on our performance to the government, our regulators and our customers. We also produce research and environmental reports to inform our plans and strategies.
Dams safety
| Report title | What it's about |
|---|---|
Every year we're required to produce a safety standard report for each of our 16 declared dams. For a copy of the reports, email damsafety@sydneywater.com.au. |
Environment
| Report title | What it's about |
|---|---|
Creating a circular economy precinct (Institute for Sustainable Futures) |
Promotes discussion around creating a circular economy precinct in Sydney, including processing organics from wastewater to create valuable by-products. |
Include results of our water quality testing at our water resource recovery facilities, water filtration plants and St Marys Advanced Water Treatment Plant, and air pollution reports. |
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Analyses our performance against our Special Objectives, as required by the Sydney Water Act 1994 and our environmental performance indicators. |
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Summarises the ecological footprint (EF) and carbon footprint results for the past 3 financial years for Sydney Water, creating a consistent time-series measurement of overall environmental impact. EF results are presented as equivalent land disturbance in hectares. |
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Healthy waterways and environmental protection: what we've heard |
Summarises our action areas for healthy waterways and environmental protection, and addresses the ways we rely upon, interact with and impact waterways and natural environments to provide world class water services. |
Research and innovation
| Report title | What it's about |
|---|---|
Green infrastructure stormwater retention performance report – stage 2 |
Biofilters (raingardens and bioretention systems) are green infrastructure that can reduce stormwater volumes and allow more natural flows to reach waterways. Study assesses how well the industry-standard model MUSIC can match monitored biofilter performance and predict reductions in stormwater volume. |
Covers 3 case study areas to analyse current and future heat impacts on people and infrastructure in Eastern Sydney. Includes how adaptation planning can help reduce heat stress and infrastructure heat failure in the future. |
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Looks at role of water in mitigating urban heat in Western Sydney by orienting development around a blue-green grid of parklands and waterways. |
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Showcases a selection of our research and innovation highlights from 2021, from the Sydney Water Innovation Festival to using artificial intelligence to predict tree root intrusion into sewers. |
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Covers research and innovation in a challenging year of extreme drought and unprecedented bushfires.Includes over 170 projects, ranging from Internet of Things sensors and digital meters to urban cooling and liveability initiatives. |
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Covers over 170 research and innovation projects, including the approval of the new research and innovation strategy, to show how we're bringing people and ideas together to do things differently. |
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Water smart homes in Greater Sydney: A field guide for the future |
Presents research from Stream 2 of a 3-part project conducted by the Institute for Sustainable Futures for Sydney Water. Explores how smart technologies may transform water-use practices in commercial buildings and homes in Greater Sydney, particularly new areas in Western Sydney, over the next 10 years. |
Creating a water resilient city: Towards a sustainable and smart Eastern Harbour City |
Covers a selection of our innovative solutions, and showcases how we're working to embed circular economy principles in our operations, transforming waterways into thriving and liveable spaces for the community, mitigating our impact on the climate and protecting the environment. |
Outlines performance of key green infrastructure types, including bioretention, tree pits and green roofs, to improve planning, design and modelling of stormwater retention, to keep more water in our landscapes to protect waterways, and support cool and green urban areas. |
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Securing a water resilient future for the Greater Parramatta and Olympic Peninsula (GPOP) |
A Master Plan setting the long-term direction for water services in the area. Considers an adaptable and holistic water cycle management approach to support vibrant communities, achieve sustainability outcomes and deliver economic value to the region. It will guide our next steps in planning and delivery for GPOP. |
Outlines our vision for the coastal city and our plans to build a better life through world class water services. Developed with key stakeholders in the region, the long-term and adaptive plan provides a framework for understanding the challenges and opportunities of an integrated water management approach in the Illawarra now and into the future. |
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Application of thermal hydrolysis biosolids (THB) to Western Sydney soils |
Evaluates the benefits of applying THB to Western Sydney soils to improve soil health and fertility. Results indicate substantial potential to restore degraded or low-fertility soils. |
Wastewater
| Report title | What it's about |
|---|---|
Produced every 4 years to provide in-depth analysis of trends in waterway health. |
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Yearly aquatic monitoring data report
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Produced yearly to provide a check on environmental impacts. Reports include a summary of how our water resource recovery facilities are performing. |
We estimate that by 2030 water conservation measures will prevent an additional 15 billion litres of wastewater a year from being discharged to Sydney's rivers and oceans. |
Water efficiency
| Report title | What it's about |
|---|---|
A 12-month study of water and energy use for 52 actual installations of rainwater tanks in Greater Sydney. These installations were in new homes and built under BASIX requirements. |
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Outlines our water conservation plan for the next 5 years and reports on water savings from our water conservation programs for 2023–24. |
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Outlines our water conservation plan for the next 5 years and reports on water savings from our water conservation programs for 2022–23. |
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Outlines our water conservation plan for the next 5 years and reports on water savings from our water conservation programs for 2021–22. |
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Outlines our water conservation plan for the next 5 years and reports on water savings from our water conservation programs for 2020–21. |
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Outlines our water conservation plan for the next 5 years and reports on water savings from our water conservation programs for 2019–20. |
Water quality and quantity
| Report title | What it's about |
|---|---|
Enter your address to see the daily report confirming the performance of our water filtration plants and water delivery systems. |
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Select 'Water quality report' and enter your address to see a full analysis of the drinking water in your area. |
Regulatory information
These reports and links explain the governance around our business.
| Publication/link | What it's about |
|---|---|
Sets out the minimum service standards and outlines your rights and obligations as a customer. |
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Provides an easy-to-read summary of our Customer Contract. |
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Provides the framework and activities that ensure dams don't put the safety of persons, property or the environment at risk together with the Dams Safety Regulation. |
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We manage dams safety according to the requirements of the Dams Safety Act 2015 and this Regulation. |
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The GIPA Act focuses on making government information readily available. |
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Outlines the structure and functions of the tribunal that sets our prices and regulates compliance against our Operating Licence. |
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Analyses our performance against the Modern Slavery Act 2018 (Cth), showing how we address slavery risks in our operations and supply chains. |
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Allows us to supply water, wastewater, recycled water and stormwater services and sets the requirements around these operations. |
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Information for plumbers and drainers about safety, inspections and the plumbing code. |
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Outlines the framework under which the EPA regulates Sydney Water. The aim of the Act is to protect, restore and enhance the environment. |
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Outlines the legislation under which state-owned corporations such as Sydney Water operate. |
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Outlines how we will fulfil our commitment to our corporate objectives and the expectations of the NSW Government. |
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Helps us ensure our strategic direction aligns with the Government's expectations. |
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Establishes us as a state-owned corporation and outlines the regulatory framework under which we operate. |
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Empowers us to regulate controlled areas, certain aspects of plumbing and drainage, water restrictions, and damage to our property. |
Memorandums of understanding
These are the agreements we have in place with other agencies.
| Memorandum of understanding (MOU) | Summary |
|---|---|
Memorandum of Understanding with the Environment Protection Authority (EPA) |
Provides the foundations for a cooperative relationship between the EPA and Sydney Water. It reflects the requirements of the Sydney Water Act and our Operating Licence. |
Memorandum of Understanding with the National Association of Testing Authorities (NATA) |
Between the Commonwealth of Australia and NATA to promote reliable results of measurement, testing, inspection and similar activities. The National Association of Testing Authorities (NATA) in the Life Sciences sector accredits Sydney Water. |
Provides strategies for Sydney Water and Fire and Rescue NSW to work together to ensure efficient and effective provision of water for firefighting. |
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Memorandum of Understanding with Fire and Rescue NSW and the NSW Rural Fire Service |
Governs the use of recycled water for firefighting purposes within our area of operations. |
Schedule 1 – List of schemes where recycled water is used for firefighting |
Schedule 1 to the MOU with Fire and Rescue NSW and the NSW Rural Fire Service for the use of recycled water for fire fighting lists recycled water schemes as at date of last issue (2012). |
Forms the basis of a cooperative relationship between Sydney Water and NSW Health. This includes arrangements for us to report information on any events that may pose a health risk. |
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Memorandum of Understanding with the Water Administration Ministerial Corporation |
Provides the foundation for a cooperative relationship between the NSW Office of Water and Sydney Water. The aim is to ensure that we meet the requirements under the regulation of the NSW Office of Water. |
Purchase order terms and conditions
On 28 August 2025, Sydney Water's purchase order terms and conditions were updated. For all purchase orders issued by Sydney Water on or after 28 August 2025, the updated purchase order terms and conditions will apply.
For all purchase orders issued before 28 August 2025, the purchase order terms and conditions for the goods and services purchased by Sydney Water under previous purchase orders will continue to apply.
In summary:
- For all purchase orders issued to you on or after 28 August 2025, these purchase order terms and conditions will apply.
- For all purchase orders issued to you between 13 July 2024 and 27 August 2025, these purchase order terms and conditions will apply.
- For all purchase orders issued to you between 20 December 2022 and 12 July 2024, these purchase order terms and conditions will apply.
- For all purchase orders issued to you between 7 November 2016 and 19 December 2022, these purchase order terms and conditions will apply.
- For all purchase orders issued to you between 22 October 2015 and 6 November 2016, these purchase order terms and conditions will apply.