COVID-19 (Coronavirus) – Our Response

WaterNSW is taking an informed, risk-based and balanced approach to the COVID-19 scenario.

Our actions and decisions are dictated by three principle objectives:

• To help ensure the wellbeing of our people
• To do what we can as an organisation to limit the spread of contamination of the virus
• To facilitate the continuation of our operations that are essential to the people of NSW

The arrangements we are implementing are precautionary and are based on the latest expert medical advice and directions to all NSW Government agencies, departments and State-Owned Corporations.

While we continue to care for our people, we will also continue to operate to ensure we meet the needs of our communities, customers and stakeholders across NSW.

We understand the need to keep providing open and transparent communications and we have implemented new ways to communicate with our customers, communities and other stakeholders.

1. Public Access

Warragamba Visitor Centre

The Warragamba Visitor Centre is currently closed.

Camping

Our designated camping areas at Bendeela and Lake Yarrunga are closed until October 25th.  Bookings for camping will be required.

2. Agile Work Force

WaterNSW promotes flexibility within the workplace and, as such, has the technology and processes in place to support our people working remotely.

All of our office based employees and some of our field-based staff have the capability to work remotely from their homes. Even with this change, all functions and customer services are continuing to operate under different arrangements that ensure individual employee and public safety.

Our employees remain contactable across all our business units and project teams to ensure our ability to deliver on our projects and services.

Working within the Community

To ensure we continue to deliver the services essential to the people of NSW, field-based WaterNSW employees will, on occasion, be required to perform their duties within the community. This may, from time-to-time, include coming into contact with our customers or other community members. To ensure the safety of all parties, we have developed protocols for such instances, available to read here (PDF, 99.23 KB).

3. WaterNSW Offices

WaterNSW offices outside of the Greater Sydney area are open to employees only to help ensure the health and wellbeing of our people and the community.

Our Website and Operational Information

Our water operations data remains up to date on our website. If you need to contact us, visit waternsw.com.au or call us 1300 662 077.

3. Travel Restrictions

We are following the latest Government advice and, as such, our employees are only undertaking travel that is necessary for business purposes.

Water Quality Testing

Due to the recommended restrictions on non-essential travel, WaterNSW will regularly review the necessity for travel and data collection across the State. This will result in a reduction of sampling and testing for sites that have been closed for recreational use or are no longer deemed critical for operational purposes.

4. Community Engagement Activities

We are committed to retaining open lines of communication with our customers, communities and stakeholders and have implemented COVID-safe practices for engagement activities. Face-to-face meetings are being held, where possible, in accordance with our COVID-safe plans.

We are also holding regular online sessions to keep our customers, communities and stakeholders up-to-date with relevant projects and operational changes.

5. Customer Advice

CAG & ROSSCO Meetings

All scheduled CAG and ROSSCO meetings will continue to take place via a mix of face-to-face and online sessions.

Water Licensing Applications

We are endeavouring to deliver the best possible service to our customer, despite the circumstances. However, please be advised that application processing times may be adversely affected.

Our Customer Service Centre is being staffed remotely and is still in operation. Our Customer Service Centre can be contacted on 1300 662 077. Alternatively, you can email us at customer.helpdesk@waternsw.com.au

Assistance with paying your water account

We recognise that COVID-19 is a stressful time. Where you are having difficulties paying your water bill, you should contact us as soon as possible. Click here to learn more about our Debt Management Code of Practice (PDF, 230.61 KB).

WaterNSW remains operational and delivering essential services to our customers, communities and stakeholders.

WaterNSW will continue to monitor the situation and make any adjustments necessary to continue to care for our employees, customers and communities. We thank you for your patience and understanding during these unprecedented events.