03-A · The line
Its systems, your pipes, and a pipe you share
Sydney Water maintains its own systems. You maintain the water pipes and fittings between its water main and the buildings or taps on your property, and the wastewater pipes and fittings between your property and its wastewater system. Where you and your neighbours share one private water or wastewater pipe (a joint service), you and they must maintain that pipe, and how you split the cost is between you. Sydney Water publishes diagrams of the typical arrangements.
It will repair, for free, the stretch of your water pipe from its system to the meter, as far as one metre inside your property boundary; for units, that boundary is the master strata property boundary. The free repair does not apply where the pipe is larger than 40 mm, the failure is on a fire service or relates to a backflow prevention device, the system is completely within private property or behind construction fencing, it is under a separate agreement, or you caused the failure.
03-B · The promises
The service standards, and the rebate for each
Sydney Water’s customer contract page sets out what it will meet, what it does when something goes wrong, and the rebate that follows. The amounts below are as at October 2026; the contract says rebate values rise every year in line with CPI.
| The standard | If it is not met | Rebate |
|---|---|---|
| Drinking water that complies with the Australian Drinking Water Guidelines | A problem in its water system stops it supplying clean water suitable for normal household purposes. Or NSW Health issues a boil water alert because of a Sydney Water fault. | $49.04, at most one a quarter. $61.83 for each boil water contamination incident. |
| Pressure of at least 15 metres head at the point of connection | Pressure stays below the standard for one hour continuously. | $49.04, for one event a quarter. |
| At least 2 days’ written notice of planned work for a home, and an effort to keep it under 5 hours | Planned work interrupts your water for more than 5 hours. | $24.52 |
| Unplanned interruptions fixed as quickly as possible, with a 24/7 faults line | Unplanned work cuts your water for more than 5 hours; or you have 3 or more unplanned interruptions in a year, each over one hour. | $49.04; or, after the third, your full water service charge for the following 12 months, less any concessions. |
| Every effort to reduce wastewater overflows on your property caused by its system | Wastewater overflows onto your property because its wastewater system failed. | $92.74; $185.48 if it happens again within 12 months; more than twice in a year, your full wastewater service charges for the following 12 months, less concessions. |
There are no formal rebates for recycled water, unless you have a separate agreement, or for stormwater services. No rebate is due if you or a third party caused or contributed to the event, and the rebates do not apply in a disaster event. Where it can, Sydney Water pays a rebate in your next bill.
When low pressure earns no rebate
The page lists the exceptions: low pressure caused by an unplanned interruption, an ongoing planned interruption, water use for a fire or other abnormal demand, a short-term operational problem lasting less than 4 days (including one caused by a third party), or living in a property cluster.
03-C · The water itself
One tap, or every tap?
Sydney Water says that usually there is nothing to worry about even if the water looks, smells or tastes unusual, and that if water from just one of your taps is affected, you should call a licensed plumber. Its fault page sorts the common cases like this:
Every tap, and the neighbours too
- Colour from all taps: it may be working on pipes nearby. The water should run clear a few minutes after repairs finish; if not, it asks you to call.
- Black specks from all taps: a main may have broken nearby.
- Discoloured at every tap, for another reason: check the tap closest to the meter too.
One tap, or only the hot taps
- Colour from one tap: fittings may be old or need repair; run the cold tap for 30 seconds to see if it clears.
- Black specks from one tap: likely a perished tap washer or O-ring.
- Only from hot taps: the hot water service may need repair or replacing.
Two things it says are not faults: cloudiness, which is tiny air bubbles and clears from the bottom of the glass up in about 30 seconds, and a metallic or chlorine taste, which can come from the chlorine it adds to kill germs. If you believe the water has made you unwell, it asks you to call immediately.
Low pressure or no water
Before reporting it, Sydney Water suggests checking that the meter tap at your boundary is fully on, looking for a notice about planned work in your letterbox, and checking its water supply and service updates for repairs nearby.
03-D · If you disagree
When the answer is not good enough
- 1
Complain to Sydney Water
It acknowledges a complaint within 2 business days when made by phone and within 5 business days in writing, if it cannot deal with it sooner, and gives you a contact name and a service request number.
- 2
Ask for a manager’s review
If you are not satisfied with the solution offered, a manager can review the complaint and must tell you about external review.
- 3
Take it to EWON
The Energy and Water Ombudsman NSW is free. You can choose whether to accept its decision; if you do, it binds Sydney Water.
- 4
The tribunal
The contract also reminds you that the legal system stays open to you; for a consumer claim, that includes the NSW Civil and Administrative Tribunal.
If Sydney Water’s failure damages your property, the contract lists other forms of redress: reinstatement, repair, rectification, construction of works, alternative water supplies, emergency accommodation, or money. A claim for money is made in writing on its claim form; it acknowledges the claim within 5 business days and gives an initial update within 30 days.
03-E · Who to ring
Two numbers, two jobs
For leaks and breaks, wastewater overflows and smells, no water, and water quality.
8am to 5:30pm, Monday to Friday, except public holidays.