Our service guarantees

Rebates for guarantees service levels

To demonstrate our commitment to safe and reliable services, we’ll give you a rebate in your next bill if we don't deliver. 

We’ll give a $60 rebate to residential and commercial customers who experience:

• we don’t give you a minimum of 2 business days' notice of any planned water supply interruption impacting your property
• we turn your water off for more than 5 hours
• you experience more than 5 unplanned disruptions to services (water, sewer and water quality) in any 12-month period impacting your property
• you experience more than 2 unplanned sewerage interruptions during any 12- month period at your property 
• your sewerage service is interrupted for more than 4 hours. This doesn’t include sewer service interruptions in your own pipework

We’ll give a $500 rebate if:

• you’re a residential customer and we take legal action or take steps to restrict your water supply before making reasonable endeavours (as defined by the ESC) to contact you 
• we don’t provide you with information about the help available to you if you’re experiencing difficulties paying

We’ll give a $1,000 rebate to residential and commercial customers who experience:

• we don’t contain a sewer spill on your property within 5 hours of being notified. 

We’ll give a $1,500 rebate to residential and commercial customers who experience:

• there’s a water spill in your house caused by our infrastructure

We’ll give a $3,000 rebate to residential and commercial customers who experience:

• there’s a sewer spill inside your house caused by our infrastructure.

Please be aware that a Guaranteed Service Level Payment will only be given to the customer responsible for paying the water usage account and will not be given if an event was caused by, or is the responsibility of the customer or a third party.

Customers won’t be eligible for a rebate where they are connected to our water supply by a private main and the interruption is caused by a fault in the private water main.