Contact us

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 time frames:
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 Up to 5 business days depending upon urgency 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

Phone numbers

  • Faults and Emergencies 132 642
  • General, Account and Water Restrictions Enquiries 131 691
  • Connections and Technical Enquiries 1300 299 228
  • Interstate Customer Enquiries and Payments 03 9313 8422
  • Card Payments and Account Balances 131 971
  • International Customer Enquiries and Payments +61 3 9313 8422
  • Translation and Interpretation Service 03 9313 8989
  • Fax 03 9102 7490
 

Translation and Interpretation Service

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.

  • Just call 9313 8989 and speak to us in your language
  • 使用你自己的語言跟我們交談: 9313 8989
  • 使用中文与我们通话：9313 8989
  • با ما با زبان خودتان صحبت کنید: 93138989
  • Nói chuyện với chúng tôi bằng ngôn ngữ của mình: 9313 8989

Postal Address

Locked Bag 350
Sunshine, Victoria 3020.

 

Please note our DX 30311 service ceases operation on 30 June 2019. Any mail sent using this address will be returned to sender. We recommend sending registered mail to Locked Bag 350, Sunshine, Victoria 3020.

We apologise for any inconvenience the cessation of this service may have caused.