How we respond when you report a fault

How we respond when you report a fault

Our step by step process

Our local Customer Service Centre is available 24 hours a day for you to report service disruptions and faults (including bursts, leaks or issues with your water meter). We publish major faults and scheduled works to our website and on our Twitter feed.

Once you make a report we take the following steps (PDF, 7086.68 KB).

We understand water main leaks and bursts have an impact on the community, and appreciate when you take the time to report a fault. We often rely on the information you provide to help us prioritise attendance and repairs to these faults.

Our customers are at the heart of our business. We listen to our customers and the community and we are implementing better ways of working to respond to customer needs and expectations. Read more about our recent changes and improvements and our long-term plans (PDF, 846.97 KB).


Tell us what you think

We're always looking for ways to improve our website, and we would appreciate your feedback on this page.

Please note we cannot respond to any comment made here. If you need a response, please contact us.

Was this page useful?
How can we make it better?

  • Major faults

  • Underway

  • Salisbury Av
  • Valley View
  • 21/07/2017
  • Water Off
  • Last Updated: 21/07/2017 02:44 PM - We are on-site responding to an incident in Valley View. Water may not be available in the surrounding area until 21/07/2017 08:41 PM. Traffic restrictions may also apply. Reference Number WO: 05921297.

  • See all major faults

  • Scheduled works

  • Underway
  • Guildford St
  • Clearview
  • 21/07/2017
  • Supply Interruption
  • Estimated start time (water off): 25/07/2017 09:00 AM
    Estimated restore time (water back on): 25/07/2017 04:00 PM

    We’re committed to improving your services and are undertaking maintenance work in Clearview. Water supply in the surrounding area may be impacted during the above times. Traffic restrictions may also apply.


  • See all scheduled works