We are closely monitoring the spread of coronavirus (COVID-19) in the community, along with you.
As part of our response to the coronavirus outbreak, we have implemented additional precautions so that we can continue to make sure you have the support you need, while ensuring we deliver our essential water and wastewater services.
We want to keep you updated on our response plans and will share updates with you here.
City West Water has business continuity plans in place to help protect our staff and community, and maintain our services to you. We have activated an incident management team and review our plans daily in response to the latest government advice and information.
Customer enquiries and support
Our priority is ensuring the provision of your water and wastewater services continue uninterrupted.
Our Customer Service Centre is fully operational and can be contacted Monday to Friday, 8.30am – 5.00pm on 131 691.
With more staff working remotely right now, we are working hard to meet our commitment to respond to your mail, email and phone enquiries. We thank you for your understanding and patience if we take a little longer at this time.
Service faults and emergencies can be reported 24 hours a day either online or by calling 132 642. You can also check current outages here, day or night.
Financial assistance
If you’re having some trouble paying your City West Water bill right now, let us assist. We have a range of support options available. Read how we can help or call us on 131 691.
Or if you need a little more time to pay, request a payment extension here.
Online request forms
You can do a range of jobs conveniently online with us, including:
- Pay a bill
- Apply for a concession
- Switch to email bills
- Request a change of tenancy
- Obtain an information statement
Our people
We are communicating daily with our teams as advice on this situation is updated. Steps we’ve taken to support the health and wellbeing of our people and help minimise the risk of the virus spreading across our workplaces, include:
- requiring anyone who is unwell to stay home and seek medical advice
- most of our office-based teams are now working remotely from home
- cancellation of non-essential visits between City West Water sites and to project sites
- meetings are now being held via teleconferencing wherever possible
- ensuring physical distancing is practiced across desk locations, meetings and lunch breaks
- special leave provisions to support our people with caring responsibilities
- suspension of international and non-essential domestic work travel
- enhanced cleaning and disinfection processes, and more frequent cleaning of common areas
Water and sewer projects, and repair works
We are working alongside our contractors to review and align our response plans for minimal impact to the community.
Our major construction works are not currently impacted, and we continue to deliver our essential infrastructure upgrade projects to schedule.
Essential maintenance and emergency works continue, with everyone’s health and wellbeing the priority. Read our commonly asked customer questions about how we will work with you if we are completing essential works or repairs around or inside your property.
Community events
We’ve revised our own events calendar and withdrawn mobile water fountain bookings for the immediate time, consistent with government advice to cancel mass gatherings. Read more about our community events support.
Water quality
There’s no need to buy bottled water for drinking. Safe, clean tap water will continue to be supplied directly to your home every day.
Drinking water in Australia is high quality and is well treated. There is no evidence that drinking water will be affected by the COVID-19 virus or that it is transmitted by drinking water.
Water is an essential service and we are well prepared to manage our response to COVID-19. To learn more about how our water supplies are protected, read the Water Services Association of Australia COVID-19 Fact Sheet
Making every drop count
While we’re all working together to save our precious drinking water, we also encourage you to practice good hand hygiene. Make sure you follow health advice to wash your hands often with soap and water.
Even with more people washing their hands, this is not the major use of water in homes. We can all still all do our bit by taking shorter showers to help reduce our water use.
Only flush the three Ps
Please also remember to be careful what you flush down the toilet. Only flush the 3 P’s - poo, pee and toilet paper - to prevent blockages.
COVID-19 health updates
Keep up to date with the latest announcements and health advice: