Faults and outages

We designed our map with valued input from customers to better keep you informed during unplanned faults and outages.

Our Outage Map:

• shows all reported unplanned faults and outages in our service area
• does not currently show planned outages
• is updated every 7 minutes. If you stay on the map for longer than 7 minutes you may notice the page refresh. This means you are seeing the latest information in real time.

Some key features include:

Search menu 

In the top right is a search icon. Using this allows you to search for an address, search your current location using GPS as well as filter through different status choices.

Cluster markers   

These are used to group individual status pins that are close to together in distance. Clicking on cluster markers will zoom you in to a certain viewing area of the map to reveal individual status pins or more cluster markers (or a combination of both).

Status pins 

Each reported fault or outage on the map is represented by a pin. The colour of the pin indicates the status. To find specific information about a fault or outage simply select the coloured pin you would like to know more about.

Hovering over the pin (on a desktop device) will show status preview information and location.

Pin legend 

In the bottom left corner (above ‘List view’) is a pin legend that you can access at any time while using the map. It provides a description of all 7 pin types. You can open and close the legend at any time without leaving the map.

Please note: the pin legend is not available on list view. You will need to swap back to map view to access it.

Option 1: Search by address

Search the Outage Map or ‘List view’ for a specific address using the following two methods:

1. open the menu by selecting the search icon

2. apply an address using either of the following 2 methods:

3. leave all status filters ticked (or, apply desired filters)

4. select the orange ‘search’ button.

The menu will close, and the map will zoom in on a blue shaded area which indicates the area around your search. The shading does not indicate an impacted area; you will have to scan the map for potential impacts around you.

Option 2: Search by status

Search the map by status filters using the two different viewing options:

A. Map view

To search for a certain faults or outage status (regardless of location):

1. open the menu by selecting the search icon

2. leave the address field blank and instead, apply desired filters

3. select the orange ‘search’ button.

B. List view

In list view, use the same steps as map view, however, please note that list view requires an address or allowing location services.

If water is flowing at a significant rate, to stop the water, turn off the Stop Tap (located near your main water meter).

If the leak/fault falls inside the boundary of your responsibility, call a licensed plumber immediately. For safety, warranty, and insurance purposes, do NOT attempt to fix a fault or major leak yourself.

If the leak/fault is our responsibility, report the fault to us immediately on 132 642 (24/7) and we'll send a technician to investigate.

To understand boundaries of responsibilities visit our My Water Meter page.

If a fault falls within the boundary of our responsibility—once you report it—we will send technicians to your property to inspect the issue.

If the fault falls within the boundary of your responsibility, we recommend that you use the services of a licenced plumber. For safety, warranty, and insurance purposes, do NOT attempt to fix the fault or major leak yourself.

To understand boundaries of responsibilities visit our My Water Meter page.

When a technician is coming to your property to inspect a fault or undertake repairs, you can ensure they have access to the area, for example:

• unlocking gates
• clearing obstacles (bushes, furniture etc)
• keeping pets inside or tied up.

You don't need to be present at the time of inspection - unless otherwise instructed - so you can go about your daily routine. If you would like to attend and speak with the technician, you may. 

Any infrastructure on your property—after the main water meter to the end your property boundary—is your responsibility.

Infrastructure on your property—including the main water, from the meter to the street—is our responsibility (depending on different valve types and distance to boundary lines). Or in some cases it may even be your local council's responsibility.

To understand boundaries of responsibilities visit our My Water Meter page.

If our technicians investigate a reported fault and find no fault with City West Water assets, then there are two likely outcomes:

• the fault may be inside the boundary of your responsibility
• the fault may lie with another authority’s asset (such as your local Council).

To understand boundaries of responsibilities visit our My Water Meter page.

From here, you may need to call a licenced plumber with leak/fault deduction equipment. A plumber can provide a comprehensive report to prove who handles the fault. If your local council is responsible, you will need to contact them to rectify the issue.

Our field crew investigate all reported water faults. Over 70% of fault repairs do not result in water turning off.

If the water does need turning off, we aim to notify affected customers via SMS or email. Our notifications will inform customers about outages and when service is expected to be restored to normal.

To ensure your contact details are up to date on your account, send them through our Contact Us page. Residential customers can update their details in MyAccount.

Stay informed with the progress of fault repairs by regularly checking our Outage Map, updated automatically every 7 minutes.

If a fault is being repaired in your area you can decide how, and if, you need to prepare for possible water off. Remember that over 70% of fault repairs do not result in water turning off.
After you receive an initial notification, you may start:

• filling buckets (for bathing/toilet flushing etc)
• filling your kettle and drinking bottles (for general consumption, cooking etc) etc.

Or, you may like to always keep spare bottled water reserves in your pantry for drinking purposes for such times as an unplanned water outage. Where possible, our field crews also have access to alternative water sources.

This level of preparation is up to your household needs and whether you need alternative water sources if the water is turned off.
For more information during an outage visit our Outage Map.

If your quarterly bill is higher than usual, you may be experiencing a leak/fault. Perform a Leak Test to be sure. Find leak test instructions via our Help with leaks page.

If, after performing two leak tests, you are confident there is a possible leak on your property, please engage a licenced plumber (with leak detection equipment) to come to your property and inspect/fix the leak.

For safety, warranty, and insurance purposes, do NOT attempt to fix the leak/fault yourself.

Residential customers may be eligible for our Water Assist Program. The program funds a plumber to inspect your property for leaks and undertake simple repairs at no cost to you. For more information on eligibility visit our Help with your bill page.

From time to time, unforeseen faults or disruptions affect our water and/or sewer infrastructure and could result in water outages in certain areas. An outage is when the water supply turns off.

Unforeseen faults or disruptions may include, but are not limited to:

• drying or shifting earth can disrupt and crack underground pipes and infrastructure
• cracks and leaks can occur in pipes and infrastructure of a certain age
• building and/or road construction could disrupt or crack underground pipes and infrastructure when digging.

Our field crew investigate all reported water faults. Over 70% of fault repairs do not result in water turning off. If there is an interruption to your service (water is turned off), we aim to notify affected customers via SMS or email. Our notifications will inform customers about outages and when service is expected to be restored to normal. 

To ensure your contact details are up-to-date on your account, send them through our Contact Us page. Residential customers can update their details in MyAcccount.

You can stay informed of any unplanned water outage:

• regularly check our Outage Map. The map is updated every 7 minutes, so it’s a reliable source of up-to-date information. Search the map using the “Water off” filter option to track areas affected by outages.
• follow us on Twitter, as we post outage announcements and updates there too.

We will NOT send SMS notification between the hours of 10pm to 6am. If any outages or repairs occur after 10pm, recipients will receive these notifications at 6am the next day. So, you may receive multiple messages at once in the morning. 

We aim to send SMS notifications to the primary account holder located in the area near a reported water fault. If you didn’t receive an SMS it may be due to, but not limited to, one of the following reasons:

• your contact details may not be up to date on your account
• if we only have a valid email on file, we may have sent you an email instead of SMS
• you may have been just outside the area for notifications related to that fault
• if you operate a business, we may have sent the SMS to the landlord of the property

To ensure your contact details are up-to-date on your account, send them through our Contact Us page. Residential customers can update their details in MyAccount.

If the Outage Map shows a fault is being repaired, based on your household needs, you can decide how and if you need to prepare for possible water off. Remember that over 70% of fault repairs do not result in water turning off.

You may like to:

• fill buckets (for bathing/toilet flushing etc)
• fill your kettle and drinking bottles (for general consumption, cooking etc) etc.

Or, you may like to always keep bottled water in your pantry for drinking during an outage. Where possible, our field crews also have access to alternative water sources during an outage.

This level of preparation is up to your household needs and whether you need alternative water sources if the water may be turned off.

For more information during an outage visit our Outage Map. 

As our assets are mainly underground our repairs often involve digging up the ground which can affect car and foot traffic. When moving through these repair areas please do so with caution and follow instructions from our ground crew or site signage.

In some cases, our field crews can offer customers alternative water sources during an outage such as:

• access to a hydrant tap
• access to bottled water
• access to a water tanker.

Visit our Outage Map to see if alternative water sources will be available in your area, and if so, speak with our friendly field crew on the street for more information on which alternative water sources are available at the time.

If you, or a member of your household, have special health needs you can be registered as a special needs customer. For example, if you are dependent on a continuous supply of water (are on dialysis, life support etc).

Once registered as a special needs customer, your property is flagged in our systems to ensure priority treatment is given to you. We’ll contact you as soon as possible in the event of an unplanned interruption to service. In most cases a field crew member will attend your property to discuss a potential outage. In all cases, we try to minimise inconvenience to our special needs customers.

If you experience any issues with your water supply that we may not be aware of, please call 132 642 (24 hours a day, 7 days a week).

Yes, please turn off anything that uses water, eg evaporative cooling, dishwashers, water main etc. Don’t use these whilst the water supply is off at your property.

Yes, you may continue to use your own water source, such as tank water, if you have this resource available on your property. 

Our Outage Map shows priority works that have been reported and are being investigated and repaired by our crews.

Our Essential Services Commission (ESC) approved guaranteed service level is:

• Water supply interruptions (outages) are resolved within 5 hours of a water-off notification.

In some situations, an unplanned outage may last longer than 5 hours while we undertake repairs. If we exceed the outage timeframes set out in service level standard, you may be eligible for a $100 credit on your account. For more information visit our Customer Charters page.

Stay informed with information and updates during an unplanned outages via our Outage Map.

Sometimes repairs take longer than originally expected due the nature of the fault and repairs needed. Stay informed with information and updates during an unplanned outages via our Outage Map.

We aim to notify affected customers of a possible outage extension by SMS or email. To ensure your contact details are up-to-date on your account, send them through our Contact Us page. Residential customers can update their details in MyAcccont.

When your water service is restored please run your taps first.

• If your water is cloudy, this is due to more air than usual in the water. Run the tap until the water runs clear before consuming.
• If your water is discoloured (any colouration other than clear), run the tap until the water runs clear before consuming.

If the water runs discoloured for an extended period, call 132 642 (24/7) for more advice.

Once we fix a fault (underground), the repair area may still look disrupted (on the surface). The affected repair area will return to its original condition over a 90-day period. Track possible reinstatement timelines using our Outage Map. 

We strive to put our customers first and we welcome feedback about your experience with unplanned water outages. This helps improve our service to you. Please complete the form via our Contact Us page.

We schedule and plan to repair, renew or upgrade our water and/or sewer infrastructure (assets). Sometimes working on these renewals results in water outages in certain areas. An outage is when the water supply is switched off.

We will plan when these outages happen and will inform affected customers, allowing time to prepare.

We notify affected customers of planned water outages at least 48 hours before an outage in the following ways:

• works notification letters
• door knocking
• our Planned Works page
• direct emails.

When informed of any planned outage times and dates, depending on your household needs (large family, visitors, health conditions etc), you might consider collecting water to use during the outage, such as:

• filling buckets (for bathing/toilet flushing etc)
• filling your kettle and drinking bottles (for general consumption, cooking etc).

Or, you may like to always keep spare bottled water in your pantry for drinking during an outage. Where possible, our field crews also have access to alternative water sources during an outage.

This level of preparation is up to your household needs and whether you need alternative water sources during the planned outage.

As our assets are mainly underground our repairs often involve digging up the ground which can affect car and foot traffic. When moving through these repair areas please do so with caution and follow instructions from our ground crew or site signage.

We aim to provide you with as much notice as possible for any planned water outages that may impact your water service.

Giving you time to make alternative arrangements. You may need to store water in containers, to use during the outage, to help lessen the impact to your business operations.

Depending on your business needs, please call us on 132 642 and we will assess alternate water supply options on a case by case basis.

If you, or a member of your household, have special health needs you can be registered as a special needs customer. For example, if you are dependent on a continuous supply of water (are on dialysis, life support etc).
Once registered as a special needs customer, your property is flagged in our systems to ensure priority treatment is given to you. 
We contact registered special needs customers:

• as soon as possible in the event of a planned interruption to service
• at least four business days before a planned interruption to service. Longer notice periods can be arranged as it is necessary, and we are able to accommodate it).

If you experience any issues with your water supply that we may not be aware of, please call 132 642 (24 hours a day, 7 days a week).

Our Essential Services Commission (ESC) approved service level standard is:

• No planned water supply interruptions (outages) should occur during peak hours (5am to 9am and 5pm to 11pm).

If a planned water outage takes place during peak times, you may be eligible for a $50 credit on your account for breach of service level.

For more information visit our Customer Charters page.

For a list of current planned outages visit our Planned works page.

Yes, please turn off anything that uses water, eg evaporative cooling, dishwashers, water main etc. Don’t use these whilst the water supply is off at your property.

Yes, you may continue to use your own water source, such as tank water, if you have this resource available on your property.

A planned outage may be cancelled for the following reasons, but is not limited to:

• extreme heat
• total fire bans
• crew members may be called away to assist with emergency works
• issues with machinery or site access due to unforeseen circumstances.

We have an ongoing program of works to renew and upgrade water and sewer infrastructure. For more information visit our Planned Works page.

We strive to put our customers first and we welcome feedback about your experience with planned outages. This helps improve our service to you. Please complete the form via our Contact Us page.