Operating Licence

Our Operating Licence allows us to do what we do - supply you with water, wastewater, recycled water and stormwater services.

It also sets requirements for us to provide these services to you. These cover:  

  • water quality
  • asset performance, including system performance standards
  • water conservation
  • environmental indicators and management
  • customer and consumer rights.

Customer Contract

The Operating Licence also contains our Customer Contract. This contract sets out our minimum service standards. It also outlines your rights and obligations as a customer.

To find out more, read Our contract with you which summarises the full contract.

Licence review

The Independent Pricing and Regulatory Tribunal (IPART) reviews our Operating Licence and Customer Contract roughly every five years.

The review provides us, stakeholders and customers with an opportunity to comment on whether the licence and contract are working well or could be improved. After considering this feedback, IPART recommends a new version of the licence and contract to the Minister for Water, Property and Housing.

The review of our Operating Licence 2015-2020 was brought forward by one year, so any change in requirements could be reflected in our July 2019 price proposal.

Throughout the review, we worked with customers and the community to ensure we understood your needs and values. We have listened, and adapted our plans to align with what customers want and are willing to pay for. This includes decisions on regulated service standards, proposed pricing structures and specific projects.

After it has been approved by the NSW Governor, the Operating Licence 2019-2023 will apply from 1 November 2019 for a four-year term.

Find out more about IPART's review.