Changes to shut plans from 6 April 2020 due to COVID-19

We recognise the water supply is more important during the current COVID-19 situation with the extra focus on handwashing and hygiene. It’s a tough time for everyone in the community and, with more people at home, water outages are having more of an impact than they normally would. 

As part of our response to COVID-19, we’re currently carrying out a review of all network activities, including developer works and shut plans. We’re implementing ways we can minimise the impact on customers during water outages, such as reducing the time the water is off or delaying the works to occur at night. These provisions will enable us to help the community prepare for temporary service outages.


What does this mean for my shut plan?

  • Maximum daytime outages of three hours, with anything longer to be undertaken at night after 9pm and before 5am.
  • All conditions of the council night works permit must be adhered to, especially regarding noise. 
  • Shuts on consecutive days will no longer be permitted.
  • You will need to provide bottled water on-site for affected residents when requested.
  • Live tapping will be considered in extenuating circumstances.
  • Trial shuts will be required to be undertaken one week prior to the main primary shut. 
  • Only primary shuts will be permitted. In the instance that the primary valves fail, the shut plan will need to be reviewed for amendment or valves repaired before proceeding.  
  • You will still need to provide at least three business days’ notice to help residents prepare for temporary service outages. We have prepared specialised customer messaging for this purpose during COVID-19 (see below).
  • Additional information is required to make a Network Access Permit (NAP) request, and to book your live works audit (see below).

These conditions will be applied retrospectively to all network access permits involving shut plans and works in progress. 


Changes to how you apply for a Network Access Permit (NAP)


The permit request process will now require you to provide additional detailed information about the estimated duration of the water outage to complete your works. This will be used with other information to create your shut plan and conditions.



Helping customers to prepare for the interruption


It is very important to correctly complete our water outage notification (available to download below) as per the requirements of the shut plan, along with the specially prepared customer messaging to assist residents during COVID-19. These may then be distributed to residents to help them prepare for the temporary service outage. 


1. Water Outage Notification template


2. Preparing for temporary water outages during COVID-19 (Tip: for best results, print double side, in colour and select 'flip along short edge'.)



Booking your live works audit


When you contact us to book your live works audit, you will need to provide a copy of the water outage notification and advise the number of residents who have been notified.


The shut will not be permitted to proceed without confirmation that we have received a copy of the correct notification and distribution numbers. 



More information


If you would like to be kept up to date with announcements on NAPs, shut plans and other COVID-19 provisions, subscribe to our enews.


For questions about an existing NAP request or shut plan, please contact us at

Safety comes first when working on or near our water and sewerage network. We coordinate all works to ensure safety of contractors and minimise impacts of service disruptions for our community. 

What is a Network Access Permit?

To undertake work on or near our network for a new water and wastewater connection, you will need to apply for a Network Access Permit (NAP). 

To apply for a Network Access Permit, both the consultant and contractor are required to complete parts of the Network Access Permit Application form before lodging with Urban Utilities.

1. The contractor completes sections 1-9 of the new form and forwards to the consultant.
2. The consultant completes sections 10-16, and reviews the details submitted by the contractor to finalise and lodge.

How to lodge

The consultant must upload the completed Network Access Permit Application to the Developer Application Portal and notify by email to The approved Network Access Permit will be issued via email within ten business days of a properly made application. Twenty business days may be required if works impact the sewerage network and a Flow Control Plan is required. Please take this into consideration when planning live works.

Once you receive your permit, thoroughly review the approval conditions and guidance materials. Construction may now be undertaken in accordance with the timings and guidelines of your Network Access Permit.

Forms and guidelines
Network Access Permit Guidelines
Network Access Permit Application form (formally known as Pre-Construction Package Form - Live Works - Job Plan)
Under Pressure Cut-In Connection (Live Tap) Application form

More information
For questions and enquiries, email us at

The Network Access Permit request process has changed. Please see the notification on this page for more information.

Each permit features general provisions, as well as conditions specific to your development and will advise if a shut plan or flow control plan is required.
Shut Plans are typically required for installation of a new hydrant, water main or service 100mm or larger in diameter. Every shut plan has a condition to undertake a trial shut.
Flow Control Plans are typically required if the existing sewer main or service is a rising main, pump or 160mm or larger in diameter.
For more information, download the Network Access Permit Guidelines.

We create shut plans based on as-constructed drawings available in our GIS system.

In some cases, this information may not be as current as your records, including engineering designs or first-hand site information.

If you are working on an old or brand new section of our network, we recommend you attach a mud map or mark-up of the design to your Network Access Permit application to help us create an accurate shut plan.

A condition on every shut plan is to undertake a trial valve shut. The benefits of a trial shut are that they:

  • ensure the shut plan is accurate and determine the exact number of impacted properties
  • provide the opportunity to resolve potential issues prior to time of construction, so you have no surprises on the day of connection. 

If you discover an issue with our network or a shut plan during the trial shut, we will investigate and trial a revised shut plan at no cost until an accurate plan is identified.


It’s your responsibility to:

  • Book one of our accredited valve turners, as no other companies are permitted to turn valves on our network. 
  • Provide three business days’ minimum notice to impacted properties. 
  • Engage critical customers, identified by Queensland Urban Utilities, to determine arrangements and requirements during a trial or water shut. This includes large commercial properties such as hospitals, schools and manufacturers. This is a crucial step in the scheduling of your works. 

Your accredited valve turner can assist you with:

  • review of shut plans 
  • isolation services
  • trial shuts and valve audits
  • report trial findings
  • delivery of ‘water off’ notices.