Faults, leaks and service interruptions

> Report a fault, leak or service interruption

If you have any a problem with your water or sewer service, or if you want to report a leak or burst, call our 24-hour number 1300 363 200.

In an emergency you can stop the flow of water to your house by turning off the stop tap at your water meter (see photograph right for a typical example).

Your water meter is usually located close to the front of the property.

If you are unable to stop the flow of water by turning off the stop tap at the water meter or unable to turn off the stop tap itself then please contact us on 1300 363 200.

See our Planned Works and Interruptions page for planned works and major service interruptions.

When reporting a fault, leak or service interruption it is helpful if you can provide the following information.

 

> Heavy rain events information

We have prepared some information to assist our customers on what to do if your water or sewer service is impacted during heavy rain events.

 

> What we will ask you - Leaks

Is the leak inside your home or property boundary?
If the leak is inside your home or property boundary then the home owner is responsible. If you are the home owner, you should contact a plumber or your insurer, and if you are a tenant you should contact your landlord or property manager.

Have you turned off your stop tap?
You can stop the flow of water to your house by turning off the stop tap at your water meter.

Where is the leak?
If the leak is outside your property boundary then contact us on 1300 363 200. We need to know the location (street names and house numbers are useful).

What is the speed of the leak?
Try to assess the speed of the leak. Is it gushing, leaking or just trickling?

Is the leak affecting your water pressure?
Turn on your cold water tap to check if your water pressure has been affected.

Is it causing damage?
Try to assess the situation and whether it is an emergency.




Above: the stop tap on a typical water meter

 

> Water Service Interruptions

Are your neighbours having the same problem?
Ask your immediate neighbours have the same problem to check if your property is the only one affected. If they are, it is likely that this is a mains water supply problem, in which case contact us immediately.

Is there an incident or planned works taking place in your area?
Our website has up-to-date information on incidents or planned works taking place in our region. If planned works are taking place in your area you would have received notification of any interruptions to your water service.

 

> Sewerage Service Interruptions

Has your property been flooded or is in danger of being flooded with sewerage?
Try to assess the situation and the urgency of your sewer issue.

Is your toilet blocked inside your home or property boundary?
If your toilet is blocked inside your home or property boundary then the property owner is responsible. If you are the home owner, you should contact a plumber or your insurer, and if you are a tenant you should contact your landlord or property manager.

 

> Further Information

Understanding your water use

Planned Works and Interruptions

Property Damage - What to do next (PDF)

 

 

 

 


 

 


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