Keeping you up to date
It's important that we remain transparent about the way we do things through our reports. We also take our responsibility to all customers in Greater Sydney seriously, and want to keep you informed. The publications on this page are all about how we govern our business and let you know about the things we do.
Customer guides
Our customer guides will help you to use our products and services.
| Guide | What it's about |
|---|---|
Home haemodialysis | Information about allowances for water use for customers using haemodialysis machines at home. |
How to protect your fish | 6 simple steps to condition our tap water for use in your aquarium. |
Water meter installation guide | Information for licensed plumbers on how to install a water meter. |
Water meter maintenance guide | Information for customers on how to maintain their water meters. |
Multi-level individual metering guide | Information for licensed plumbers on how to install water meters in multi-level buildings. |
How we respond to leaks and breaks | Explains how we rely on customers to identify leaks and breaks and what we'll do about these reports. |
New customers – English | In English, this guide is for new Sydney Water customers. It provides information on how to save water. |
New customers – Nepali | In Nepali, this guide is for new Sydney Water customers. It provides information on how to save water. |
New customers – Arabic | In Arabic, this guide is for new Sydney Water customers. It provides information on how to save water. |
Waterwrap® newsletters
These are the newsletters we send to residential customers with each bill.
| Newsletter edition | What's in the newsletter |
|---|---|
Waterwrap – August–October 2024 | The Wiggles save water too, so get excited by their new song. Find out how to prevent blocked loos with our latest ad campaign. And don't forget to claim your eligible tax deductions for businesses and investment properties. |
Waterwrap – May–July 2024 | Save water and money with WaterFix Residential, discover the future of water with a free visit to our Purified Recycled Water Discovery Centre, and learn about our new Operating Licence and Customer Contract – they start on 1July. |
Waterwrap – February–April 2024 | Discover how purified recycled water will help create a resilient future, understand current Water Wise Guidelines, get help with your bill if you need it, and know what rebates you're entitled to for water outages and overflows. |
Waterwrap – November 2023–January 2024 | Find out about the effect of El Niño on Sydney's water supply from Jess Fox, discover ways to find and fix costly leaks with WaterFix Residential, and learn how to keep unwanted paint and oil out of the environment. |
Business update newsletters
These are the newsletters we send to business (non-residential) customers with each bill.
| Newsletter edition | What's in the newsletter |
|---|---|
Business update – August–October 2024 | Sign up for free sustainable hospitality training to lower your costs, see why our prices have remained low, and take the opportunity to tell us what you think of our services. |
Business update – May–July 2024 | Get ready for our new Operating Licence and Customer Contract for the next 4years – they start on 1July – and find out about the future of our prices. |
Business update – February–April 2024 | Find out what your business can do to help us prepare for the next drought, understand how to claim for loss and damages due to a fault in our system, and let us help if you need more time to pay. |
Business update – November 2023–January 2024 | Find out how subsidised online monitoring can save businesses tens of thousands a year with a compelling case study, set your benchmark for water use, and find out what our 5-yearly Operating Licence review will mean to you. |
Reports
We publish many reports on our performance to the government, our regulators and our customers. We also produce research and environmental reports to inform our plans and strategies.
Water quality and quantity
Regulatory information
These reports and links explain the governance around our business.
| Publication/link | What it's about |
|---|---|
Customer Contract | This document sets out the minimum service standards and outlines your rights and obligations as a customer. |
Customer Contract: Our contract with you | This page on our website is an easy-to-read summary of our Customer Contract. |
This Act and the Dams Safety Regulation 2019 provide the framework and activities that ensure dams don't put the safety of persons, property or the environment at risk. | |
We manage dams safety according to the requirements of the Dams Safety Act 2015 and this Regulation. | |
The GIPA Act focuses on making government information readily available. | |
This Act outlines the structure and functions of the tribunal that sets Sydney Water prices and regulates compliance against our Operating Licence. | |
Modern Slavery Statement | This Statement analyses our performance against the Modern Slavery Act 2018 (Cth) showing how we address slavery risks in our operations and supply chains. |
Operating Licence (2.7MB) | Our Operating Licence allows us to supply water, wastewater, recycled water and stormwater services and sets the requirements around these operations. |
Information for plumbers and drainers about safety, inspections and the plumbing code. | |
This Act outlines the framework under which the EPA regulates Sydney Water. The aim of the Act is to protect, restore and enhance the environment. | |
This Act outlines the legislation under which state-owned corporations such as Sydney Water operate. | |
Statement of Corporate Intent (1481KB) | This Statement outlines how we will fulfil our commitment to our corporate objectives and the expectations of the NSW Government. |
Statement of Expectations (1100KB) | The purpose of this Statement is to help Sydney Water ensure its strategic direction aligns with the Government's expectations. |
This Act established Sydney Water as a state-owned corporation and outlines the regulatory framework under which we operate. | |
This Regulation empowers Sydney Water to regulate controlled areas, certain aspects of plumbing and drainage, water restrictions, and damage to our property. |
Memorandums of understanding
These are the agreements we have in place with other agencies.
| Memorandum of understanding (MOU) | Summary |
|---|---|
Memorandum of Understanding with the Environment Protection Authority (EPA) | This MOU provides the foundations for a cooperative relationship between the EPA and Sydney Water. It reflects the requirements of the Sydney Water Act and our Operating Licence. |
Memorandum of Understanding with the National Association of Testing Authorities (NATA) | This MOU is between the Commonwealth of Australia and NATA to promote reliable results of measurement, testing, inspection and similar activities. The National Association of Testing Authorities (NATA) in the Life Sciences sector accredits Sydney Water. |
Memorandum of Understanding with Fire and Rescue NSW | This MOU provides strategies for Sydney Water and Fire and Rescue NSW to work together to ensure efficient and effective provision of water for firefighting. |
Memorandum of Understanding with Fire and Rescue NSW and the NSW Rural Fire Service | This MOU governs the use of recycled water for firefighting purposes within Sydney Water's area of operations. |
Schedule 1 – List of schemes where recycled water is used for firefighting | This Schedule lists recycled water schemes, as at date of last issue (2012). |
Memorandum of Understanding with NSW Health | This MOU forms the basis of a cooperative relationship between Sydney Water and NSW Health. This includes arrangements for Sydney Water to report information on any events which may pose a risk to health. |
Memorandum of Understanding with the Water Administration Ministerial Corporation | This MOU provides the foundation for a cooperative relationship between the NSW Office of Water and Sydney Water. The aim is to ensure that Sydney Water meets the requirements under the regulation of the NSW Office of Water. |
Purchase order terms and conditions
On 13 July 2024, Sydney Water's purchase order terms and conditions were updated. For all purchase orders issued by Sydney Water on or after 13 July 2024, the updatedPurchase order terms and conditions will apply.
For all purchase orders issued before 13 July 2024, the purchase order terms and conditions for the goods and services purchased by Sydney Water under previous purchase orders will continue to apply.
In summary:
- For all purchase orders issued to youon or after13 July 2024, Purchase order terms and conditionswill apply.
- For all purchase orders issued to you between20 December 2022 and 12 July 2024, Purchase order terms and conditions will apply.
- For all purchase orders issued to you between 7November 2016 and 19December 2022, Purchase order terms and conditions will apply.
- For all purchase orders issued to you between 22October 2015 and 6November 2016, Purchase order terms and conditions will apply.
