Supporting our customers during COVID-19

We recognise this is an unprecedented challenging time for our customers and community.

Our priority is to ensure the health, safety and wellbeing of our people and our community, while maintaining delivery of our essential services.

Now more than ever, it’s crucial our community continues to have access to our safe, reliable and essential services. We have a range of financial assistance programs and support services available to help our customers during this difficult time.

Payment options and support services

We recognise that this is a very challenging time for both people and businesses alike. For those experiencing financial difficulties, we can extend your account to give you more time to pay, there's interest free payment relief available and flexible payment options.

We're here to support you.

Delivering safe services

Water Glass

Hunter Water continues to deliver safe and reliable drinking water to all of our customers across the Lower Hunter.

There is no evidence that COVID-19 is transmitted by drinking water or by wastewater systems. Existing water treatment and disinfection processes, including the use of chlorine, are effective at destroying viruses in water supplies.

As part of our day-to-day operations, we have stringent hygiene and safety measures in place across our water and wastewater treatment plants. Our workers continue to employ best practices for protecting water quality and their occupational health, including the use of personal protective equipment.

COVID-19 Sewage Surveillance Research Program

The NSW Health COVID-19 Sewage Surveillance Research Program tests untreated sewage for fragments of the COVID-19 virus to provide data to support NSW Health's response to the pandemic.

Information and resources

For information on our drinking water read the Water Services Association of Australia's (WSAA) fact sheet below.

For more information and up to date health guidelines visit the World Health Organisation.

How to do business with us

In response to the COVID-19 pandemic, we have decided to close our face-to-face counter at our Head Office at Newcastle to protect the health and safety of our people and the community.

There are plenty of other ways you can continue doing business with us such as online applications, paying your bill online and contacting us via phone, email or web chat.

Plan stamping and section 50 applications for developments

Plan stamping and Section 50 applications can be completed online via our Developer Self Service Portal.

If you are new user, you can register an account online.

Need to return a damaged or disconnected meter?

Our new online forms will allow you to submit a photo of the water meter that is damaged or has been disconnected. Please do not discard the meters. Hold onto these and our team will provide you with specific information on what you need to do to return them when the application is processed.

Build over sewer applications

All build of sewer applications can be submitted online.

If you are new user, please email us where the online processing team will provide access and support you on how to use our online services.

Bogus and unauthorised callers or representatives

We strive to protect the security of our customers, especially from unauthorised callers and impersonators visiting your home or business.

Information for trade waste customers

trade waste

If your business operation has been restricted, closed or your operating hours have changed due to COVID-19, we're here to assist you.

What can I flush?

In the toilet, help keep the pipes free, only flush toilet paper, poo or pee.

Wiping with anything else? bag it and bin it.

Frequently Asked Questions