Sometimes things don't go to plan and water interruptions or sewer overflows occur. When this happens, we will restore the water supply or sewer services as quickly as possible.
In these situations, and where you have an authorised connection to our water or sewer network, you may be entitled to a rebate.
If you experience an unplanned interruption to your drinking water service (not including your recycled water service) due to a failure of our water system between 5am and 11pm in a financial year, each exceeding five hours duration, the following rebates will be applied to the water usage component of your next bill.
| Interruption | Rebate | Do you need to report it? |
|---|---|---|
First and second unplanned interruption | 15 kilolitres | No |
| Third planned interruption | 30 kilolitres | No |
If you experience three or more planned interruptions to your drinking water service (not including your recycled water service) between the hours of 5am and 11pm in a financial year, each exceeding five hours in duration, a rebate of 15 kilolitres will be applied to the water usage component of your next bill.
If we assess your property as having experienced low drinking water pressure due to a failure of our water system, a rebate of 15 kilolitres will be applied to the water usage component of your next bill. Only one rebate with be applied in a financial year. We encourage you to call us on 1300 657 657 to discuss your eligibility for the rebate.
If you experience a dry weather wastewater (sewer) overflow on your property as a result of a failure of our sewerage system (not including shaft breaks) in a financial year, the following rebates will be applied to the water usage component of your next bill.
| Wastewater Overflow | Rebate | Do you need to report it? |
|---|---|---|
One-off dry weather wastewater overflow | 30 kilolitres | Yes |
| Second dry weather wastewater overflow | 60 kilolitres | Yes |
| Third dry weather wastewater overflow | 270 kilolitres | Yes |
If you are not provided with clean drinking water suitable for normal domestic purposes, call us on 1300 657 000. We may provide compensation for damage caused by dirty drinking water and we may refund you the cost of water used to flush your water system. We will also investigate recurrent dirty drinking water problems.
If NSW Health issues a boiled water alert due to contamination of drinking water that has been caused by us, a rebate of 15 kilolitres will be applied to the water usage component of your next bill, if your property is within the declared boiled water alert area.
Sometimes things don’t go to plan and water interruptions or sewer overflows occur. In these situations, you may be entitled to a rebate.
