Customer Service Delivery Rebates

Customer Rebates

Hunter Water will provide a rebate to you if we do not meet our minimum standards of customer service as described in the Customer Contract and summarised in the table below.

CATEGORY

REBATE

UNPLANNED WATER SERVICE INTERRUPTION

If you experience an event exceeding five hours between 5am and 11pm due to a failure of our water system, you will receive a rebate on the first and second event. Your entitlement is automatically identified by Hunter Water. 15 kilolitres per event
If you experience three or more events in a financial year exceeding one hour duration between 5am to 11pm due to a failure of our water system, on the third event you will receive a rebate. Your entitlement is automatically identified by Hunter Water. 15 kilolitres per event
If you experience one or more unplanned interruptions according to the above conditions between 11pm and 5am and provide details of the inconvenience this caused, you will be eligible for the above rebate. We encourage you to contact us on 1300 657 000 to claim this rebate.

PLANNED WATER SERVICE INTERRUPTIONS

If you experience three or more water interruptions in a financial year, each exceeding five hours in duration, you are entitled to an automatic rebate which will be applied to the water usage component of your next bill. 15 kilolitres on the third event

LOW WATER PRESSURE

Six or more low water pressure events in a financial year, below 15 metres head at the point of connection to our system for more than 30 minutes on each occasion. Each incident must be reported to Hunter Water by contacting us on 1300 657 000 and each event is confirmed by us for eligibility for the rebate. 15 kilolitres on the sixth event

WASTEWATER OVERFLOW

If you report and Hunter Water confirm a one-off dry weather wastewater overflow on your property due to a failure of our wastewater system (not including shaft breaks), you are entitled to an automatic rebate. 30 kilolitres one-off 
If you experience three or more dry weather wastewater overflows on your property in a financial year due to a failure of our wastewater system (not including shaft breaks), you are entitled to an automatic rebate. 120 kilolitres on the third event.

BOIL WATER ALERT

 
If NSW Health issues a 'boil water alert' due to contamination of drinking water in our supply system and your property is within the declared area. Your entitlement is automatically identified by Hunter Water. 15 kilolitres per event

DIRTY WATER

If you are not provided with clean water suitable for domestic purposes please contact Hunter Water on 1300 657 000. We may provide compensation for damage caused by dirty water and may refund the cost of water used to flush your water system. We will undertake an investigation of recurring dirty water problems to identify a long term solution. If you are seeking compensation from us we will need you to put in writing what you are claiming, specifying the nature of the problem and the type of compensation sought. We may also request from you further documentation to support your claim.

 

Helpful Information