Getting the information you need

As one of the largest distributor-retailers in Australia, supplying drinking water, recycled water and sewerage services to a population of more than 1.5 million in South East Queensland, we create, use and deal with a lot of information and documentation.

The Right to Information Act 2009 and the Information Privacy Act 2009 aims to make more information publicly available and provide equal access to information across all sectors of the community, while protecting the interests of the public and individuals’ right to privacy.

We try to make as much information as possible available about our core services and business operations for free on our website.

If you can’t find what you are looking for or need more specific information (including about your personal information), you can make a formal access application using the Right to Information and Information Privacy Access application form (PDF)

There is no fee for making an Information Privacy access application, (where only the personal information of the applicant is requested); however, a Right to Information access application must be accompanied by the application fee (cheque payable to Urban Utilities). From 1 July 2023, the application fee is $55.75.

Depending on the complexity of your application and the resources required to process your application, additional charges may apply. We will advise you of any additional charges once we have assessed your application.

You can lodge your application by

If you are lodging your application by email please make sure you enter your credit card details on the application form.


Right to Information and Information Privacy Officer
Urban Utilities
GPO Box 2765
Brisbane QLD 4001

If you are lodging your application by post you can pay by cheque (payable to Urban Utilities) but you do not need to provide your credit card details on this form, our Finance team will be in contact with you on the number provided to arrange payment over the phone.

In person 

8:30am-4pm weekdays
Level 10, 31 Duncan Street
Fortitude Valley

If you are lodging your application in person, you can pay by cheque, credit card or cash.

If you have a customer account enquiry, or need to update your personal information you can

  1. Register for MyAccount or,
  2. Complete a change of details request online or,
  3. Call us on 13 26 57 (8am – 6pm weekdays). 

You can also update or amend your personal information by making a formal amendment application using the Information Privacy Personal Information Amendment application form (PDF). You can lodge your amendment application by email, post or in person at the details above.