Important notification
Important notification

Faults and outages

Reporting a fault

We respond to ALL reported faults within 1 hour – 24 hours a day, 7 days a week.

1. Check our Outage Map

Before you report a fault, first check our Outage Map to see if the fault has already been reported.

Visit the Outage Map

2. When and how to report a fault

If the fault is not on our Outage Map, please report it in either of the following ways:

Emergencies

Report emergencies by phone. When is it an emergency?

  • Is water gushing down the street or from a hydrant?
  • Have you lost water supply? (ie no water flowing at all, and your address is not on the outage map and/or you’ve received no notifications)
  • Are ALL of your fixtures (sinks, toilets etc) blocked up?

If you answered yes to any of the above, call 132 642 (24/7).

All other faults

You can report all other faults online via:

 

Outage Map user guide

About the map

Learn about what our map does and doesn’t show.

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.

What’s on the map

Understanding key map features

Some key features include:

Search menu Search

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 Cluster  

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 Grouped 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 Legend pin

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.

How to use the map

Instructions for searching the map by address or fault status

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:

a. Type address: enter an address into the search bar. As you type, suggested addresses will appear - select your desired address from the drop-down list.
b. Use my location: select ‘use my location’ and then allow location services when the browser prompts you. This will use your current location as the search location.

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.

 

Unplanned faults and outages

From time to time unforeseen faults can affect our water and/or sewer infrastructure, including, 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.

You can view reported faults being repaired via our Outage Map.

Visit the Outage Map

Unplanned water faults FAQs

Water is gushing out everywhere - what do I do?

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.

Should I fix a fault myself?

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.

A City West Water technician is coming to my property to inspect a fault. What do I need to do?

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. 

When is a fault my responsibility and when is it City West Waters?

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.

I reported a fault, but I’m told that there is no fault with City West Water assets. What do I do next?

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.

A fault is being repaired in my area, will my water be turned off?

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.

A fault is being repaired in my area, should I collect water in case it’s turned off?

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.

My bill is higher than usual - I may have a leak or fault, what do I do?

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.

Unplanned water outage FAQs

What causes unplanned water outages?

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.

Will I be notified of an unplanned water outage?

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.

Will I be sent SMS water outage notifications in the middle of the night?

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. 

My neighbour received an SMS water outage notification, but I didn’t, why not?

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.

What can I do to prepare for an unplanned water outage?

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.

Will alternative water sources be available during an unplanned outage?

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.

My household requires a form of life support device, how will an unplanned water outage affect me?

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).

Do I need to turn anything off (water main, air-con etc) until the water comes back on?

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.

I have tank water, can I use this during an outage?

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

Where can I find the location of unplanned water outages?

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

How long can an unplanned outage last for?

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.

Why is the water outage timeline extended?

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.

What do I do after a water outage (when the water service is restored)?

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.

I’m told my water service is restored but the repair area on the street still looks disrupted. Is City West Water still repairing the fault?

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

How do I give feedback about an unplanned water outage that has affected me?

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.

 

Renewal (planned) works and outages

We have an ongoing program of planned or renewal works, to repair, renew and upgrade water and sewer network infrastructure.

Renewal works could last 8-12 weeks depending on complexity, community and other stakeholders in the area. Sometimes, planned works may result in a planned water outage.

Discover what planned works are underway in your area.

View planned works

Planned (renewal) water outage FAQs

What is a planned water outage?

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.

How will I be notified about a planned water outage?

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.

How do I prepare my household for a planned outage?

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.

I run a business that relies on using water, how do I prepare for a planned water outage?

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.

My household requires a form of life support device, how will a planned water outage affect me?

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).

Will I be compensated if my water is turned off during a planned water outage?

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.

Do I need to turn anything off (water main, air-con etc) until the water comes back on?

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.

I have tank water; can I use this during an outage?

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

Why was the planned outage cancelled?

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.

Where can I find out more information on planned outages?

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

How do I give feedback about a planned outage that has affected me?

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.

Please tell us what you think.
If you require a response, please Contact us.