COVID-19 (Coronavirus) – Our Response

WaterNSW is taking an informed, risk-based and balanced approach to the evolving 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 are working on implementing new ways to communicate with our customers, communities and other stakeholders. This includes new approaches to engaging communities and stakeholders regarding new dam projects, emergency drought projects and operational updates.

1. 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 are now working 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.

2. Public Access

WaterNSW Offices

WaterNSW offices are now closed to help ensure the health and wellbeing of our people and the community.
Any pre-arranged face-to-face meetings will be transferred to a phone or online.

Despite the office closures, our staff and systems are fully operational and working remotely and 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.

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.

Dams & Recreational Areas

To help ensure the health and wellbeing of our people and the community, all public recreation areas are now closed including the following:

• Avon Dam Recreational Areas
• Bundeela Recreational Area
• Blowering Dam Public Toilets
• Brogo Dam Public Toilets
• Burrendong Dam
• Oberon Dam Public Toilets
• Tallowa Dam
• Warragamba Dam Visitor Centre
• Warragamba Dam Picnic Grounds
• Woronora Dam

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

WaterNSW will not proceed with planned external community engagement activities including community information evenings regarding the new Priority Regional Dams Projects scheduled for April and May or other project related engagement meetings.

We are committed to retaining open lines of communication with our customers, communities and stakeholders and over the coming weeks will be implementing new means of communicating.

Details of new engagement approaches will be available on our website shortly.

5. Customer Advice

CAG & ROSSCO Meetings

All scheduled CAG and ROSSCO meetings will continue to take place via 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.

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.