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.
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.
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.
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:
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.
How to check for leaks
Fixing a leak could save you hundreds or even thousands of dollars a year.