Protection of Customer Information

At Hunter Water, one of our priorities when dealing with customers is the protection of their privacy and personal information. In order to achieve this we have a customer identification process in place, which is supported by our Protection of Customer Information Policy. View our Protection of Customer Information Policy.

Hunter Water's customer identification process ensures all reasonable steps are taken to determine we a only liaising with the account owner, so personal information about their account is only provided to them or to a person that they have authorised us to speak with on their behalf.

This is particularly important when the enquiry is related to financial information.

If you make an enquiry about an account and you are not the account owner, please be aware that the account owner will need to provide additional information to Hunter Water before any account or financial information will be provided to you. This applies to both residential and commercial/business accounts.

If an online request is made for either a postal address change or duplicate bill, you will be asked to confirm you are the owner or an authorised representative. Hunter Water will confirm all details provided prior to processing the request. If you are not the account owner or authorised representative you will be required to undertake the steps as detailed below.

For further information about the Protection of Information Policy, our customer identification process or to discuss adding an authorised representative on your account, please call us on 1300 657 657 during business hours or email us at enquiries@hunterwater.com.au

Residential Accounts

If you would like to add authorisation to a residential account, you will be required to provide us the following information:

  • name and contact number of the account owner
  • account Number
  • property Address
  • name and contact number of the authorised representative
  • date of birth of the authorised representative
  • relationship to the account holder

The information must be provided by the account owner and can be done by either calling our Contact Centre on 1300 657 657 during business hours or by emailing us at enquiries@hunterwater.com.au

This information will only be used for security and identification purposes and will be held on the nominated account/s until notification is received for the authorisation to be removed.

Business or Commercial Accounts

If authorisation is required on a business or commercial account, the following information will need to be provided:

  • account owner name and contact number (if possible)
  • account number
  • property address
  • name and contact number of authorised representative
  • position within the company (if applicable)
  • relationship to the company or account holder

This request must be supplied in writing by emailing us at enquiries@hunterwater.com.au and must be on either company letterhead, an email that includes a company logo or appropriate business signature.

This information will only be used for security and identification purposes and will be held on the nominated account/s until notification is received for the authorisation to be removed.