We continue to closely monitor the spread of coronavirus (COVID-19) in the community, along with you.
As part of our response to coronavirus, 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.
City West Water’s services are permitted during Stage 4 restrictions in Victoria. We continue to work with a COVID Safe Plan and business continuity plans to help protect our staff and community, and maintain our services to you. We regularly review our plans in line with 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
Register for MyAccount
It’s easy to get things done online with MyAccount, your brand-new residential customer portal. MyAccount lets you self-serve online from home when it suits you, 24 hours a day, 7 days a week.
Register now to conveniently:
- view upcoming payments
- update your contact information
- set up direct debit
- set up a payment plan to pay smaller amounts more frequently
- apply concession discounts
Our people
We are communicating frequently 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 staff are now working from home
- cancellation of non-essential visits between City West Water sites and to project sites
- meetings now being held via teleconferencing
- ensuring face coverings and other personal protective equipment (PPE) is used
- practicing physical distancing across our workplaces
- special leave provisions to support our people with caring responsibilities
- enhanced cleaning and disinfection processes, and more frequent cleaning of common areas
Meter reading
To protect our customers and our meter readers, we have changed how we access water meters while coronavirus restrictions are in place.
We’ll continue to read your meter when we can have contactless entry to your property. When we can’t safely access the meter, we will estimate your water usage on your next bill, or you can do your own reading. We'll leave a card at your property with instructions on how to do this or watch how to read your meter here.
If we need to estimate your water use, we will base it on your past usage. Your bill will balance out when we can safely read your meter again.
Water and sewer projects, and repair works
We work alongside our contractors to protect our people and the community on sites that are open for work. Each contractor has a COVID Safe Plan in place.
Essential maintenance and emergency work also continues. 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.
City West Water partners helping to deliver our essential services have signed authorisation letters from us. All permitted workers carry a permit issued by their employer.
Community events
We’ve 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 coronavirus virus or that it is transmitted by drinking water.
Water is an essential service and we are well prepared to manage our response to coronavirus. 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.
Coronavirus health updates
Keep up to date with the latest announcements and health advice: