In our ongoing response to the pandemic, our focus is continuing to provide the support you need while we deliver our essential water and wastewater services.
We work with a COVIDSafe Plan to help our people and community stay safe and we regularly review our plans in line with current government advice.
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.
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 concerned about being able to pay 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.
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 have commenced a COVIDSafe phased re-entry to our office, with the safety and wellbeing of our people the highest priority.
Steps we’ve taken to support staff include:
- requiring anyone who is unwell to stay home and seek medical advice
- attending only essential visits between City West Water sites and project sites
- practicing physical distancing across our workplaces
- enhanced cleaning and disinfection processes, and more frequent cleaning of common areas
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.
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 paused mobile water fountain bookings for the immediate time. 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 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 (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.
Wastewater testing
Wastewater testing may provide early warning of coronavirus (COVID-19).
City West Water is participating in a collaborative research project across Australia and New Zealand that can help to understand the occurrence of viral fragments in wastewater systems.
Samples of wastewater are collected from treatment plants and in the sewer network, both in metropolitan and regional locations. These samples are analysed for fragments of the virus. The testing results can be used with other health data in coronavirus response efforts.
Learn more about this research and see wastewater testing results.
Coronavirus health updates
Keep up to date with the latest announcements and health advice:
