Sometimes things don't go to plan and water interruptions or sewer overflows occur. When this happens, we will restore the water supply or sewer services as quickly as possible.
In these situations, and where you have an authorised connection to our water or sewer network, you may be entitled to a rebate.
If you experience an unplanned interruption to your drinking water service (not including your recycled water service) of over 5 hours in duration due to a failure of our water infrastructure, the following rebates will be applied to the water usage component of your next bill. You will not receive any rebate for a fourth or subsequent event.
| Interruption | Rebate | Do you need to report it? |
|---|---|---|
First and second unplanned interruption | 20 kilolitres | No |
| Third planned interruption | 32 kilolitres | No |
If you experience 3 or more planned interruptions to your drinking water service (not including your recycled water service) in a financial year, each exceeding 5 hours in duration, a rebate of 20 kilolitres will be applied to the water usage component of your next bill. You will receive this rebate for the third event that you experience in a financial year. You will not receive any rebate for a fourth or subsequent event.
If we assess your property as having experienced low drinking water pressure due to a failure of our water infrastructure, a rebate of 20 kilolitres will be applied to the water usage component of your next bill. Only one rebate with be applied in a financial year.
If you experience a dry weather wastewater overflow on your property in a financial year as a result of a failure of our wastewater infrastructure (not including shaft breaks), the following rebates will be applied to the water usage component of your next bill. You will not receive any rebate for a fourth or subsequent event.
| Wastewater Overflow | Rebate | Do you need to report it? |
|---|---|---|
One-off dry weather wastewater overflow | 40 kilolitres | Yes |
| Second dry weather wastewater overflow | 80 kilolitres | Yes |
| Third dry weather wastewater overflow | 280 kilolitres | Yes |
If you are not provided with clean drinking water suitable for normal domestic purposes, call us on 1300 657 000. We may provide compensation for damage caused by discoloured drinking water (see clause 12.4) and we may refund you the cost of water used to flush your water system. We will undertake an investigation of recurrent discoloured drinking water problems to determine if there is a suitable long term solution.
If NSW Health issues a boiled water alert due to contamination of drinking water that has been caused by us, a rebate of 20 kilolitres will be applied to the water usage component of your next bill at the price set by IPART, where your property is within the declared boiled water alert area.