To report a fault, leaks or bursts, or water quality issues, please use the Report a fault form.
Alternatively you can call 132 642 or let us know by email. Our report a fault service is open 24 hours a day.
If you have another type of enquiry and it is urgent, call our Contact Centre on 131 691. We are available to take your calls Monday to Friday, 8.30am- 5pm.
| Response timeframe | Types of enquiry | |
|---|---|---|
| General billing | Next business day (Mon-Fri 8:30am – 5:00pm EST) |
Billing query, postal address update, meter readings, payment arrangements, change of name, direct debit, copy of property title or concession enquiries |
| Change of tenants | Within 5 business days of entry/vacate | Advising us of a tenant moving in/out of a property |
| Service faults | Within 1 hour - 24 hours a day, 7 days a week | Water interruptions, leaking main or sewer fault |
| Property information statement | 5-7 days | A statement utilised by the conveyancer when purchasing or settling a property. |
| Technical services | 10 business days | General property development/build over easement/backflow queries, meter installations, hydrant permits and asset enquiries/applications |
| Notice of sale | 6-8 weeks | Advice of property sale - must include the notice of acquisition/disposition |
We provide a free translation and interpretation service for non-English speaking customers over the phone. Call 03 9313 8989, mention your preferred language and be connected to an interpreter. For hearing impaired customers we offer the National Relay Service on 133 677.
Locked Bag 350
Sunshine, Victoria 3020.
City West Water respectfully acknowledges the Traditional Owners of the lands and waters upon which we work and operate. We pay our deepest respects to the traditional custodians past, present and future.
