Contact us

We want to make it easy for you to find the information you need or to get in touch with us.

Select a topic from the options below

Once you choose a topic, we'll provide some useful links that might help you. We'll also show you some other ways to contact us.

Try these links to find the information you need online

Haven't found what you're looking for?

Try these links to find the information you need online

Report a leak

If you've seen water where it shouldn't be, such as on a road or footpath, please tell us so we can investigate the problem. If possible, please attach a photo to help us assess the problem.

Report a leak

Find out why you have no water

If we're working on a problem in your area, we'll show it on our Water supply & service updates map.

Check for outages

Register for water outage alerts

If you'd like us to contact you when we need to turn the water supply off in your area, please register for water outage alerts.

Other useful information:

Haven't found what you're looking for?

Try these links to find the information you need online

Haven't found what you're looking for?

Try these links to find the information you need online

Haven't found what you're looking for?

Try these links to find the information you need online

What are the current water restrictions?

Water restrictions have been replaced by Water Wise Guidelines. Find out what you can and can't do under the guidelines.

How can you tell us about someone not following the guidelines?

If you've seen someone deliberately misusing water you can make a report and we'll investigate.

Report here

How can you apply for an exemption from the restrictions?

Exemptions don't normally apply to the Water Wise Guidelines, but residential customers may be eligible in certain circumstances.

Find out about special exemptions for residential customers.

Haven't found what you're looking for?

Try these links to find the information you need online

Haven't found what you're looking for?

Email us

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Find answers

Who will fix the tap at your water meter?
Meter taps
You'll find your meter tap next to your water meter. The meter tap controls the water supply to your property although it's not a regular tap. You can turn it on and off, but you can't connect a hose to the meter tap and you can't use it to fill a bucket.

If you also have a regular tap near your meter, you can use it to access water.

The meter tap controls the water supply to your property. It's not a standard garden tap.
Who's responsible for what?
We own and maintain the large pipes (mains) in the street and the water meter at your property.

The property owner is responsible for all the pipes and fittings that connect to the main. This includes the meter tap.

Who can fix the meter tap?
Licensed plumbers can repair the meter tap at your cost. However, we'll fix the tap within 10 working days for free as a courtesy to you. Usually we'll fix it within five days.

Call 13 20 90 to request this service.

How can you get your meter fixed more quickly?
Call 13 20 90 to report the fault and ask for our WaterFix® Express Meter Taps service.

For just $99 (including GST) we'll call at your property within three hours to start fixing your tap.

If you call after 5 pm, we’ll do the repair between 7 and 10 am the next day.

We'll add the $99 fee to your next water bill.
If the meter tap and pipe near it has been damaged, eg run over, hit by a lawn mower or vandalised, we may charge you extra to fix it.

Please read our Responsibilities of connected customers policy to find out more.
How can you get a diagram showing Sydney Water's pipes and assets on your property?
Service location diagrams are plans created from our computerised mapping system that show our pipes and structures.

You can request a Service location diagram online at Sydney Water Tap in™ or from a Property Link broker.

These diagrams show:
- our water, wastewater and stormwater pipes
- a property's point of connection to our wastewater system
- structures or valves that help us operate our systems
- property and road information.
If you're building developing, or renovating, you may need to know about the steps for first time builders.
How can you change the mailing address for your bill?
If you're a property owner, managing agent or authorised representative, you can update an address by completing our Mailing address changes form.

You'll need a copy of the bill on hand to complete the form.

If you need to change more than one mailing address, please submit a separate form for each property.

Are you buying or selling a property?
Find out more about buying, selling and moving.
How can you update your Direct Debit details?
You can change or cancel your Direct Debit arrangement online at any time.

If you didn’t originally set up your Direct Debit online or can't remember the email address you used to register, please call us on 8849 4949 during working hours.
Need to stop a payment?
To stop your Direct Debit payment, please call us on 13 20 92 at least two working days before the due date.

Have more questions?
Find out more about Direct Debit.
What are the Water Wise Guidelines?
Water Wise Guidelines are simple, common sense actions about the way we use drinking water outside.

The NSW Government has announced that Water Wise Guidelines have replaced water restrictions and apply to everyone in Sydney, the Blue Mountains and the Illawarra. This includes all residents and businesses.

If we all do our bit and save a little, it will make a big difference across Greater Sydney.
Find out more about Water Wise Guidelines.

Your privacy

When you contact us, we collect your personal information so our staff can record and respond to your enquiry. We may use your personal information to offer you other products and services, or for surveying activities to improve our services to you. If you don't supply all the information we need, we may not be able to help you. You can contact us at any time to view or correct this information

Find out how we protect your privacy.

Contact us

Select a topic from the options below

Try these links to find the information you need online

Haven't found what you're looking for?

Try these links to find the information you need online

Report a leak

Find out why you have no water

Register for water outage alerts

Other useful information:

Haven't found what you're looking for?

Try these links to find the information you need online

Haven't found what you're looking for?

Try these links to find the information you need online

Haven't found what you're looking for?

Try these links to find the information you need online

What are the current water restrictions?

How can you tell us about someone not following the guidelines?

How can you apply for an exemption from the restrictions?

Haven't found what you're looking for?

Try these links to find the information you need online

Haven't found what you're looking for?

Email us

Complaints

We speak your language!

Want to know if we need to turn off the water supply to your area?

Want to know if we need to turn off the water supply to your area?

Want to know if we need to turn off the water supply to your area?

Contact us

Select a topic from the options below

Try these links to find the information you need online

Haven't found what you're looking for?

Try these links to find the information you need online

Report a leak

Find out why you have no water

Register for water outage alerts

Other useful information:

Haven't found what you're looking for?

Try these links to find the information you need online

Haven't found what you're looking for?

Try these links to find the information you need online

Haven't found what you're looking for?

Try these links to find the information you need online

What are the current water restrictions?

How can you tell us about someone not following the guidelines?

How can you apply for an exemption from the restrictions?

Haven't found what you're looking for?

Try these links to find the information you need online

Haven't found what you're looking for?

Email us

Complaints

We speak your language!

Want to know if we need to turn off the water supply to your area?

Want to know if we need to turn off the water supply to your area?

Want to know if we need to turn off the water supply to your area?

Meter taps

Who's responsible for what?

Who can fix the meter tap?

How can you get your meter fixed more quickly?

Are you buying or selling a property?

Have more questions?