Rebates

Sometimes we may need to interrupt or limit our services to your property. These supply interruptions may be for planned maintenance or unplanned emergency work.

For planned interruptions we’ll:

  • give residential customers at least two days' written notice
  • give non-residential customers at least seven days' written notice, unless you agree to another period
  • try to limit any planned interruption to less than five hours at a time.


If we need to do unplanned repairs, we’ll restore the service as quickly as possible.

Under our Customer Contract, you may be entitled to a rebate in the circumstances below. In most of these cases, we’ll automatically give you a rebate on your Sydney Water account.

  • If your water services are interrupted by planned work for over five hours, we’ll apply a $20 rebate.
  • If your water services are interrupted by unplanned work for over five hours, we’ll apply a $40 rebate.
  • If you have three or more unplanned water service interruptions, lasting over one hour in a year, we’ll rebate your full water service charge, less any concessions, for the following 12 months.
  • If your water pressure is lower than our standard, at the point of connection for one hour continuously, we’ll apply a $40 rebate. We’ll only pay this for one event each quarter and not when it’s because of a supply interruption.
  • If wastewater overflows onto your property because our wastewater system has failed, we’ll give you a $75 rebate. If it happens again within 12 months, we’ll give you a $150 rebate.
  • If wastewater overflows onto your property more than twice in a year, because our wastewater system has failed, we’ll rebate your full wastewater service charge, less any concessions, for the following 12 months.
  • If a problem in our water system stops us supplying clean water suitable for normal household purposes, we’ll apply a $40 rebate.
  • If NSW Health issues a boil water alert due to a Sydney Water fault, we’ll apply a $50 rebate.


Read our Customer Contract to find out all the details.
 


The below data is from our 2015 - 2020 Operating Licence. The rebate amounts and conditions differ to those stated above.

How much we paid in rebates

Category 1 July 15 -
30 June 16
1 July 16 -
30 June 17
1 July 17 -
30 June 18
1 July 18 -
30 June 19
Water interruption $3,174,221 $2,956,571 $3,166,476 $2,658,183
Recycled water interruption $11,235 $15,225 $3,675 $980
Low water pressure $11,960 $5,810 $9,618 $10,080
Dirty water $137,593 $158,482 $158,644 $127,155
Wastewater overflow/ interruption $2,335,263 $2,021,232 $1,786,235 $2,707,586
Total $5,670,271 $5,157,320 $5,124,647 $5,503,984
Crew fixing water main break with customer and Customer Liaison Officer

We'll give you a rebate if your water supply is interrupted for more than five hours.