How can we make your life easier today? Browse through the following options to self-serve or request assistance. If you have a moment, let us know about your experience with us.
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View common enquiries
Got a question? Find answers to our most common enquiries for our Customer Service Centre: water issues, property maintenance, flooding, building and work approvals, birdwatching, jobs and more.
Water issues and connections
- I have issues with my water quality
If something’s wrong with your water, contact your local water company.
It’s normal for your water’s colour, taste and smell to change throughout the year. This can be due to its temperature, where it comes from or the demand for water in your area. For more information, view our how we test water quality.
- Who do I pay to connect or disconnect my water supply?
Contact your local water company with questions about water connections or paying your water bill.
- What does the Waterways and Drainage Charge pay for?
The Waterways and drainage charge pays for drainage, flood protection and flood warning systems, as well as programs to protect and improve river health. Details on all these activities are reported in our annual Waterways Local Updates. The exact amount of the charge depends on your property type and location, but is usually $50 to $100 a year.
- How do I get recycled water?
Generally, recycled water is only available near our sewage treatment plants in Werribee and Bangholme. To find out if your area has recycled water, contact your local water company.
- What water restrictions are in place? Who do I report water wasters to?
Permanent water saving rules have been in place across Victoria since 1 December 2012. Additionally, the Target 155 voluntary water efficiency program was reintroduced in 2016 to remind Melburnians to use water responsibly. If you see someone wasting water, contact your local water company.
- Why haven’t water storage levels gone up after rain?
Any increase in storage levels greatly depends on the moisture of the soil in our forested water supply catchments. The soil acts like a sponge: the drier it is the more rain it absorbs, so less water flows into our reservoirs.
In summer and autumn the soil is dry, and rare summer rains only moisten it briefly before it dries again in the heat. However, winter and spring have days and weeks of continuous rain. This keeps the soil wet enough for water to run off, and is when the largest water storage increases happen.