What to expect when there’s a fault in your area

Unplanned faults can affect our water and sewer infrastructure. 
These can include:

• drying or shifting earth disrupting underground pipes
• cracks and leaks in pipes and infrastructure of a certain age
• building and/or road construction cracking underground pipes and infrastructure.

You can stay informed of any unplanned water outages by checking our outage map and following us on Twitter, as we post outage announcements and updates there too.

If it hasn't been reported, you can submit an online form, use the Snap Send Solve app or call us on 13 44 99 at any time.

Interruptions to your water service

We fix more than 70% of faults without turning your water off.

If your water is turned off, we will aim to notify you via SMS or email. You can also check for faults and works in your area by visiting our check or report a fault page.

Getting notified

Ensure your account details are up to date. You can update them through MyAccount (12-digit account numbers) or My Water (13-digit account numbers). You can find your account number at the top of your bill. You can also send a message through our contact us page to update your details.

We won't send you SMS notifications between the hours of 10pm and 6am. If any outages or repairs occur after 10pm, you'll receive a notification at 6am the next day. 

How to prepare for an interruption to your water service

If you receive a notification that a fault is being repaired in your area, here are some ways you can prepare for the water going off:

• fill your kettle and drinking bottles (for drinking and cooking)
• fill buckets (for bathing or toilet flushing) turn off any appliances that use water, like your dishwasher or washing machine. Don't use these while the water supply is off at your property.

Life support devices

If you or someone in your household uses a life support machine, we can give you priority notice when your water supply is interrupted. Visit our life support machines and priority support page for more information.

Alternative water sources

In some cases, our field crews can offer customers alternative water sources during an outage.  This may include access to a hydrant tap, bottled water, or a water tanker.

To find out where a GWW crew is located and if they have alternative water sources onboard, call 13 44 99.

If you have your own water source, like a water tank, you can continue to use it. 

Safety

Most of our assets are underground. Our repairs often involve digging up the ground which can affect car and foot traffic. When moving through repair areas please do so with caution and follow instructions from our ground crew or site signage.

Outage timeframes

We aim to resolve interruptions to your water supply within five hours of notification. 

This guaranteed service level has been approved by the Essential Services Commission (ESC). 

Interruptions can be longer than five hours, due the nature of the fault and the repairs needed. If this happens, you may be eligible for a rebate of $100 on your next bill. Visit our Customer Charter for more information.

Sometimes we need to get permits before we start work, which can delay our repairs. This helps keep everyone safe as we work near third-party assets, like power and gas lines.

When your water is back on

If your water is cloudy or discoloured run the tap until it is clear before using it.

If the water runs discoloured for an extended period, call 13 44 99 for more advice.

If the fault is on your property

Our field crew may need to attend your property to inspect or fix a fault.

Make sure they have access to the area by:

• unlocking gates
• clearing obstacles like bushes or furniture
• keeping pets inside or tied up.

In most cases, you don't need to be present at the time of inspection.

If our crew find no fault with Greater Western Water assets, it may mean: 

• the fault is inside the boundary of your responsibility
• the fault is with another authority's asset (such as your local council).

From here, you may need to call a licenced plumber. A plumber can provide a comprehensive report to prove who handles the fault. If your local council is responsible, you will need to contact them to rectify the issue.