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

During this unprecedented challenging time, customers that have been financially impacted by COVID-19 can access a range of assistance programs and support services, to help ease the pressure of paying their water bills.

Our drinking water is safe to drink

Our drinking water remains safe to drink. There is no evidence that drinking water will be affected by coronavirus or that it is transmitted by drinking water. 

Our treatment plants include robust processes to ensure that treated drinking water is of a very high quality and complies with the Australian Drinking Water Guidelines. 

Learn more about our protection measures


How to do business with us

In response to the COVID-19 pandemic, we have decided to close our face-to-face counters at Lake Macquarie City Council and Maitland City Council to protect the health and safety of our people and the community.

Our Head Office counter at Newcastle remains open at this time, however we encourage you to please submit all plumbing and development applications via email where possible. Find out how below.

There are also 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.

Contact us


Plumbing and development applications

All plumbing applications can be emailed to service.applications@hunterwater.com.au

water meter

Applications requiring disconnection

For any applications that also are requiring a disconnection, we will require a photo of the disconnected meter showing the meter number and reading.

We will notify the plumber at the time of the application being processed if we require the meter to be returned at a later date. 

Plan stamping and section 50 applications for developments

Plan stamping and Section 50 applications can be completed online if you are a regular user.

Login to complete a Building Services Application

If you are new user, please email to building_plan_assessment@hunterwater.com.au where the online processing team will provide set you up and support you on how to use our online services.

Build over sewer applications

All build of sewer applications can be emailed to customersupportenquiries@hunterwater.com.au with application form and a full set of plans to be processed online.

Need to return a damaged or disconnected meter?

For meter returns that are normally brought into our Customer Centres due to being damaged or a disconnection, please email customersupportenquiries@hunterwater.com.au. The team will provide you with specific information on what you need to do next. 

Need help?

For general support and advice, please email customersupportenquiries@hunterwater.com.au

Information and resources

For information on our drinking water read the Water Services Association of Australia's (WSAA) COVID-19 Fact Sheet 

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

What can I flush?

We're reminding our customers to only ever flush the Three P's - Pee, Poo and toilet Paper. 

Other products such as paper towel, tissues and wet wipes do not break down properly and can contribute to large blockages in our wastewater system. 

Sewer blockages can also cause overflows into the environment and our waterways, as well as in people's homes, leading to costly plumbing bills for the homeowner. 

Frequently asked questions

Can COVID-19 be transmitted  into our water?

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

Should I buy bottled water?

There is no need to buy bottled water for drinking. Safe, clean tap water will continue to be supplied to your home every day.

How is Hunter Water implementing safe hygiene practices?

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

Can I use wet wipes or paper towel as an alternative to toilet paper?

Products such as paper towel, tissues and wet wipes do not break down properly and can contribute to large blockages in our wastewater system. If you are using alternatives to toilet paper, these products should be disposed of in the bin and not flushed down the toilet.


Good hygiene