The Participation Agreement (PDF) is an agreement between Urban Utilities and our shareholders relating to the governance and decision-making for the organisation that is required by the South-East Queensland Water (Distribution and Retail Restructuring) Act 2009.

The Participation Agreement outlines the responsibilities and obligations of Urban Utilities and its participating local governments. It includes, but is not limited to: the participation rights of each shareholder; decision making and dispute resolution; the role, composition, appointment, remuneration and powers of the Board; Board meetings; corporate (strategic) planning; reporting; and profit distribution.

Our Water Netserv Plan describes how we provide water and sewerage services to our existing customers and our commitment to provide for future generations. It outlines our proposed infrastructure investment, including how we support property development through our Connections Policy and Charges Schedule.

Find out more about the Water Approval Process

Our ‘Reflect’ Reconciliation Action Plan signifies the beginning of our reconciliation journey. This document sets out the actions we will undertake to develop meaningful relationships with and create sustainable opportunities for Aboriginal and Torres Strait Islander peoples.

Our residential Customer Charter (PDF) outlines what you should expect to receive when dealing with us, as well as your rights and responsibilities as our customer.

Our water and sewerage services are delivered in alignment with our Customer Service Standards, which form part of this Customer Charter.

Our Business Customer Charter (PDF) outlines our customers rights and obligations and the levels of service our business customers can expect to receive from us in relation to the water and sewerage services we provide to them.

Our Drinking Water Quality Management Plan is a regulated risk mitigation measure designed to protect public health and ensure the safety of the drinking water we supply to our customers and communities.

Our 2019/20 Drinking Water Quality Management Plan Report (PDF) details our performance with respect to drinking water quality and shows how we comply with Australian Drinking Water Guidelines and the requirements of the Water Supply (Safety and Reliability) Act 2008 (Qld).

Urban Utilities’ Modern Slavery Statement, in accordance with the Modern Slavery Act 2018 (Cth), provides information on our structure, operations and supply chain, as well as the actions taken to identify and mitigate modern slavery within our operations and across our supplier chains. Our Statement is reviewed and published annually on the Australian Government’sModern Slavery Register

Future Directions (PDF) is a critical analysis of the data we’ve collected in the course of our research, and plots a clear path for our future evolution. But it is also about the people and the discussions, the ideas and aspirations we all share for our future together, as a community, and as an organisation.

It by no means captures every possibility, but as you read, your own ideas will come to the fore and add to the rich image and depth of value we can all share in.

The Warmington Street Paddington Fire Operational Review (PDF) provides an overview of Urban Utilities' water supply management and operational activities associated with the fire in Paddington on 4 September 2016. The report includes the results of the independent hydrant testing and independent hydraulic modelling of Urban Utilities' water network.