Does your property have no water?

A water service interruption can be caused by
  • problems within your property’s plumbing,
  • a burst pipe, leak or fault in the area.

What you can do

1. Check to see if we’ve left a card in your letterbox

We always try to give residents advance notice of any work we’re doing in a particular area. Sometimes it’s not possible to give advance notice of such works, for example, during an unplanned incident (such as a burst water main or power outage).

2. Find interruptions in your area

3. Check with your neighbours

It may be possible that your neighbours are experiencing a similar issue. If they’re not, this may indicate a problem with your private plumbing. The location of the problem will determine who is responsible for fixing it: 

4. Try your cold kitchen tap

The main water supply normally enters your home in the cold kitchen or laundry room tap. If water comes out of this tap but not elsewhere (such as your shower or bathroom tap), the problem is with your internal plumbing. 

5. Check your stop valve is fully open

Your stop valve is located on your water meter (Where is my water meter?). The stop valve controls the flow of drinking water into your property. Using a spanner if required, turn the valve gently in the direction of the arrow until you feel resistance (do not force it). If it is already fully open, the valve will not move.

6. Call us

If you have tried all of the above and cannot identify the problem, please call our 24 hour faults and emergencies team on 13 23 64. 

We will arrange one of our field staff to visit your property to start an investigation. 

We will respond to urgent incidents in less than one hour in urban areas and less than two hours in rural areas, and non-urgent incidents in less than 24 hours and less than 72 hours in rural areas. The response time is measured from the time of the customer request to the time taken to determine appropriate restoration action.