Urban Utilities’ response to COVID-19

As the COVID-19 situation continues to evolve, our priority is the health and wellbeing of our customers, communities and employees.

During this challenging time, we’re focused on continuing to provide safe and reliable water and sewerage services for our 1.5 million customers.

We have enacted our business resilience plans and have contingencies in place to ensure we’re well prepared to manage and respond to these rapidly changing circumstances. 

We’re liaising with key Government agencies to monitor and understand the impact of COVID-19 as it develops.

Water and sewerage bills

We recognise the significant financial impact that COVID-19 has had on many customers and we’re here to help.

If anyone is experiencing difficulty in paying their water and sewerage bill, please don’t worry – just get in touch with us to discuss your circumstances.

We have a range of assistance options available for customers including payment extensions or flexible payment plans. You can contact us online at, via webchat, Facebook or Twitter; or by phoning our General Enquiries line on 13 26 57 (8am – 6pm weekdays).

The Queensland Government has announced it will provide a $200 payment to help with the cost of water and electricity bills for Queensland households. Here’s what we understand:

  • The payment is a total of $200, which is intended to be $100 for water and $100 for electricity.
  • You don’t need to do anything – the total $200 payment will be applied automatically through household electricity bills, as this is the simplest way to provide the payment to households quickly. This means the payment won’t appear on your water bill.
  • The State Government is working with electricity retailers to provide the payment as quickly as possible on electricity bills over the coming months.

To find out more about how the payment will be made and who it will go to, view the State Government fact sheet here.

Water supply   

There is no evidence that COVID-19 is transmitted by drinking water.

Our tap water is high quality and well treated. Existing water treatment and disinfection processes, including the use of chlorine, are effective in protecting water supplies. 

The drinking water we supply is also constantly monitored and tested to ensure it meets the stringent Australian Drinking Water Guidelines.

Wastewater services

There is no evidence that COVID-19 can be transmitted via wastewater systems, with or without wastewater treatment.

We’re continuing to manage and treat wastewater properly and carefully to protect public health and the environment.

Best practices for protecting the occupational health of workers at our wastewater treatment plants continue to be maintained.

Customer Service

We’re working to ensure you receive the service and support you expect from us during this difficult time. Our crews are on the road and our call centres are open.

You can contact us online via, on our social media channels by searching for Urban Utilities on Facebook and Twitter, or by phoning General Enquiries on 13 26 57 (6am - 9pm weekdays), or Faults and Emergencies on 13 23 64 (24/7).

For development enquiries, please call us on 3432 2200. We encourage customers to use our digital channels first if possible, such as our website and social media channels.

In light of the current situation, the reception counters at our Brisbane and Ipswich offices are temporarily closed to customers until further notice.

You may experience some changes in how we interact with you. As a precaution, our preference is for meetings to be held over the phone, or through video conferencing rather than face-to-face.

For our infrastructure upgrades and works, our preferred way to connect with you will be via phone and/or you will receive a notification in your letterbox. For the safety and protection of everyone, we’re suspending face-to-face contacts at your property unless for a critical reason, until further notice.

Our People

We’re actively following the health and travel advice issued by the Australian Government to protect our people and our valued customers.

We’re regularly sharing hygiene information with our employees including the importance of frequent handwashing, covering sneezes and coughs, and staying home if unwell.

We’ve taken a number of steps to minimise the potential spread of COVID-19, including implementing working from home arrangements, social distancing, restricting non-essential travel, not participating in public events, and avoiding face-to-face meetings where possible.

Our premises

We’re taking extra steps to ensure clean, hygienic working environments. This includes increasing the frequency of cleaning and sanitisation in our offices, including high-touch areas such as counters.

For the safety of everyone, we ask people to please not visit our premises:

  • Within 14 days of returning from overseas;
  • If they are experiencing flu-like symptoms; or
  • Have been in contact with a person that has tested positive to COVID-19 or is suspected as potentially having COVID-19.

In these circumstances please contact us and we will arrange an alternative to a face-to-face meeting. 

Working together

During these uncertain times, we’re committed to supporting our customers, communities and employees as we respond to this evolving situation.

As an essential service provider, we recognise the important role we play in our communities in supporting public health and the local economy. It is a responsibility we take seriously, and we’re working hard behind the scenes to continue delivering our usual high-quality service levels.

We encourage everyone to look after themselves and each other. Together we can all get through this challenging time.

Louise Dudley
Chief Executive Officer