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What you can do
Make a claim

Make a claim

Lodge your claim as soon as possible

If you've been injured or your property has been lost or damaged because of work we've done, we will investigate.

Before you begin

We recommend you submit your insurance claim before completing this form, as we may be able to assist with your excess.

Make sure you have required details ready. These may include:

Your details and the details for the claimant (if not you)
Evidence to support your claim, e.g. invoices, quotes or photos
Insurance information, e.g. invoice for amount of excess paid to your insurer.

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Who is completing this form?

Claimant

Licensed plumber

Advocate for claimant

Details of person completing this form

Given name

Family Name

Relationship to claimant

Phone number

Claimant's details

Given name

Family name

Name of business (if applicable)

ABN

Property address

Start typing your address and select from the dropdown list.

This address is not a part of the Sydney Water network.
Please enter a different address.

We need more information on this address.
We apologise for any inconvenience.

We can't check this property at the moment.
We apologise for any inconvenience.

Phone number

Licensed plumber details

Given name

Family name

Name of business

ABN

Property address

Start typing your address and select from the dropdown list.

This address is not a part of the Sydney Water network.
Please enter a different address.

We need more information on this address.
We apologise for any inconvenience.

We can't check this property at the moment.
We apologise for any inconvenience.

Phone number

Incident details

Date of incident

Sydney Water job number

Location of damage or loss

Please explain in the section below:

the circumstances of the incident
your involvement in the incident
why you believe Sydney Water is responsible
the nature of the damage/loss/injury

Provide details

Insurance

Why do we need to know this?

Have you lodged a claim with your insurance company?

Yes

Have you contacted Sydney Water about this matter?

Yes

Staff name (if known)

Phone number (if known)

Role (if known)

Loss not covered by insurance

List any damaged property, items or goods and/or provide details of plumbing costs or medical expenses.

List each item on a separate line in the following format:
Quantity – Description & age – Estimated cost to repair

Example: 2 office chairs, 5 years old, $150 each

Claimed amount (estimated if not known)

Please attach any relevant supporting documents such as photos, invoices, plumber's timesheets or other materials.

No files attached

JPG, PNG & PDF files accepted (maximum 10MB)

Please attach any relevant supporting documents such as photos, invoices, plumber's timesheets or other materials.

No files attached

JPG, PNG & PDF files accepted (maximum 10MB)

Do you have more evidence to provide?

Yes

Once your claim is allocated to a Claims Officer, you'll be contacted via email. You'll have the opportunity to submit any additional supporting documentation.

Declaration

I hereby declare that the information provided is true and correct to the best of my knowledge and belief.

Security check

Your privacy
Sydney Water is collecting your personal information to assess your claim for payment. For approved claims, your bank account details will be collected later for the purposes of making payment. The provision of this personal information is voluntary. However, if you do not provide it your claim cannot be processed. Your information will be held and used by Sydney Water for the purposes specified above. Sydney Water will disclose your information to the relevant banking institution for the purposes of making the bank transaction and with our insurer for the purposes of managing the claim. To access or correct your information, please email incidents@sydneywater.com.au. Find out how we manage your privacy.

Important
Please ensure you have uploaded any required attachments.

This service is currently unavailable
We can't receive your Customer Claim Form at the moment. Please try again later, or call us on 02 8849 5383 8:30am–5:30pm Monday to Friday (except public holidays).

Your claim has been received

Once your claim is registered, we will:

provide you with a claim reference number within 5 business days
fully investigate your claim with the aim of resolving it within 30 days
contact you if we need more information – you may need to provide 2 quotes to support a property damage claim
arrange an independent investigation if necessary
inform you of the outcome once the investigation is complete.

We ask this so we can manage your claim properly. If your insurer is covering the damage or loss, we may assist with the cost of any excess paid. Using your insurer also helps make the process easier and more efficient for you, as your insurer may provide a like-for-like replacement for any damaged items. Generally speaking, Sydney Water's goodwill reimbursement process may only cover the market value of an item (which will factor in the age and condition of the item at the time of the damage), or a contribution to the cost to restore or replace items that your insurer might fully cover.

Sydney Water respectfully acknowledges the Traditional Custodians of the land and waters on which we work, live and learn. We pay respect to Elders past and present.

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Sydney Water respectfully acknowledges the Traditional Custodians of the land and waters on which we work, live and learn. We pay respect to Elders past and present.