Your Sewer Service

• Frequently Asked Questions

  • Where are my sewer pipes located?

    Answer

    The location of our sewermains and your pipes can be hard to identify without plans, although you can usually find an inspection shaft cover somewhere in your yard.

    We can provide you with a plan of your property showing where our sewer mains are located (which includes a fee) or contact Dial Before You Dig. A qualified plumber can provide you with a basic plan of where your sewer pipes are located.

  • What happens when a blockage occurs?

    Answer

    This will depend on the severity of the blockage. Some may only cause sinks to drain more slowly, others can cause sewage to spill from gully traps outside or even spill from the toilet or basin inside the house.

  • What should I do if I have a sewer blockage?

    Answer

    If you are experiencing problems with your sewer, please contact us in the first instance.

    You may be asked some questions to confirm that the blockage is within our pipes, if it is, Hunter Water will attend your property and carry out the appropriate work. If it is found that the blockage is within your pipes, you be advised to contact a licensed plumber or we can transfer you through to First Call Plumbing - our plumbing referral service.

    If you are unsure if the blockage is within our system or is within your own pipes, please contact us. If we are unable to determine where the blockage is, we will organise for a crew to come and assess the blockage. If the blockage is within our system, our crew will clear the blockage.  

    If it is determined onsite that the blockage is within your pipes, our crew will advise you to contact a licensed plumber.

  • What if I call a plumber and the sewer blockage is in Hunter Water pipes?

    Answer

    You should always contact us in the first instance.

    If you arrange for a licensed plumber to attend your property prior to contacting us, they will determine if the blockage is within our pipes or your own pipes.

    If there is a blockage in our pipes, the plumber will contact or ask you to contact us. We will then attend to carry out the appropriate work.

  • What does an Overflow Relief Gully (ORG) look like?

    Answer

    The shape and size can vary greatly. Generally they are between 100mm and 150mm in diameter and are either made of plastic or metal alloy. In some properties there are fittings that may look like an ORG that are called ‘disconnector gullies or gully traps’. These can easily be converted to an ORG, provided it is lower than any other waste outlets in the home.

  • Do all homes have an Overflow Relief Gully (ORG)?

    Answer

    Most properties constructed after 1976 have an ORG, surrounded in concrete, near an external wall (or in special cases they may have a reflux valve). Buildings connected to the sewer prior to this date do not have an ORG unless additional work has been carried out since 1976. We strongly recommend that all homes have an ORG installed. When it is not possible to install a complying ORG, a reflux valve may be installed.

  • How long does it take to process a House Drainage Diagram?

    Answer

    House Drainage Diagrams are normally ready for collection or post within 10 working days after receipt of the application.

  • How do I apply for a House Drainage Diagram?

    Answer

    To apply:

    • Visit any of our Customer Centres to pay over the counter during office hours and complete our Property Information Enquiry Form. 
    • Email us your completed Property Information Enquiry Form and Credit Card Payment Form.
    • Fax your completed Property Information Enquiry Form and Credit Card Payment Form to 49799625.

    The fee for this service can be found under 'Plans and Statements' in the Miscellaneous Fees.

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