Customer assistance

We are here to help!

Our Customer Service Centre can assist you with your enquiry. Get assistance with all your general water related questions, including billing, water account and water trading by calling our friendly team on:

1300 662 077

between 8am and 5pm, Monday to Friday.

We will be closed on the Christmas, Boxing Day and New Year’s Day public holidays.

Call options:

• #1 Licensing
• #2 Metering
• #3 Temporary water trading and allocation
• #4 Billing and account enquiries
• #5 Order water or check account balance
• #6 Algal alerts and dam information
• #7 General enquiries

You can also contact us by email on Customer.Helpdesk@waternsw.com.au or use our feedback form.

Phone appointment

Select your enquiry category below and use our online facility to book a phone appointment. Phone appointments are available Monday to Thursday.

• Approvals and licences for Northern NSW – includes the Macquarie, Far West, Barwon and North Coast River valleys
• Approvals and licences for Southern NSW – includes the Murray, Murrumbidgee, Lower Murray-Darling and Sydney South Coast River valleys
• Approval extensions
• Basic landholder rights (BLR) bore enquiries
• Dewatering
• Flood work approvals
• Metering

In person appointment

The following offices are open for face-to-face meetings every Tuesday to discuss your water related enquiries. Select your local office to use our online facility to book a face-to-face meeting with one of our experts.

WaterNSW local offices

Our local offices are currently closed for walk-in services. Please see below for how to schedule a face-to-face meeting by appointment.

For all applications and correspondence, please use our postal address: PO Box 398, Parramatta NSW 2124.

If you require an interpreter, call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to telephone WaterNSW on 1300 662 077. Our business hours are 8am – 5pm Monday to Friday.

如果您需要口译员，请拨打TIS National 的电话 131 450, 请他们打电话 给 WaterNSW, 电话号码: 1300 662 077 我们的营业 时间是 8am – 5pm Monday to Friday.

Nếu quý vị cần thông dịch viên, xin hãy gọi cho Dịch vụ Thông Phiên dịch Quốc gia (TIS Quốc gia) theo số 131 450 và yêu cầu họ gọi cho WaterNSW theo số 1300 662 077. Giờ làm việc của chúng tôi là 8am – 5pm Monday to Friday.

Si necesita un intérprete, por favor llame a TIS National en el 131 450 y pida que lo comuniquen con WaterNSW en el 1300 662 077. Nuestro horario de oficina es 8am – 5pm Monday to Friday.

Se hai bisogno di un interprete, telefona a TIS National al numero 131 450 e chiedi di chiamare WaterNSW al 1300 662 077. I nostri orari d’ufficio sono 8am – 5pm Monday to Friday.

Update your customer information

• Change of customer details online form

Water orders

• Water orders can now be done via iWAS. Alternatively you can download a hardcopy water order form and email it back to us (see details on form).
• Register for iWAS.

Allocation assignment

An allocation assignment is an application to trade or move water from one licence to another, between your licences or selling water through a broker. To temporarily assign water for this water season, please complete the assignment form for your water type, using the Form 71 links below

• Form 71 for surface water assignment - buy and sell water within a regulated river system under the Water Management Act 2000

• Form 71 for groundwater assignment - buy and sell water within a groundwater source under the Water Management Act 2000

• Form 71 for unregulated water assignment - buy and sell water within an unregulated source under the Water Management Act 2000

Metering equipment not operating properly

• S91i self reporting form - reporting faulty metering equipment
• S91i extension form - request to extend an existing S91i
• S91i completion form - finalise an existing S91i

Recording and reporting

• Cl 250 annual recording form (PDF) - use this form if you do not have a meter to record your monthly licensed and/or basic landholder rights (BLR) water take, confirm that cease to take conditions do not apply and report your annual water take.
• Online Cl 244/244A recording and reporting form -  use this form if you have a meter (with or without telemetry) to record and report your monthly licensed and/or basic landholder rights (BLR) water take.
• Cl 244 recording BLR water take form (PDF) - use this form if you have a meter (with or without telemetry) to record and report your monthly water take for basic landholder rights (BLR).
• Cl 244A reporting without telemetry form (PDF) - use this form is you have a meter that is not connected to telemetry to record and report your monthly licensed water take.
• Cl 244 pause BLR water take form (PDF) - let us know you do not plan to take licensed water for basic landholder rights (BLR) for a period during the water year.
• Cl 244 pause water take form (PDF) - let us know that you do not plan to take licensed water for up to six months. Use this form for all licensed water other than for basic landholder rights (BLR).
• Cl 244 cease to take conditions do not apply form (PDF) - complete this form each time before you take water to confirm that cease to take conditions do not apply.

Annual Usage Return Letter

Please use this online form if your licence starts with 10, 20, 30, 40, 50, 57, 60 or 70 to submit your annual usage

Solicitors' enquiries

• Application for a Financial Statement on a Water Licence (PDF) - use this form when you need to make settlement adjustments for the sale of your water access licence or for the sale of water from your water access licence.
  To allow sufficient time for processing, please submit standard applications at least 14 business days prior to settlement date.
• Request for Water Account Statement (PDF 154 KB) - use this form to confirm your water account balance in megalitres (MLs) on your water access licence. This form gives us permission to provide your solicitor, conveyancer, real estate agent or water broker with this information. We are able to provide you with water account statements covering the past two years. If you require water account statements covering more than the last two year period, please submit a GIPA application form below.
• Request for Special Meter Reading (PDF 60 KB) - use this form for legal and real estate purposes.

Provide feedback

• Customer enquiries and feedback

GIPA - Government Information (Public Access) Act 2009

• Access to government information application form

Find advice on managing your water accounts and background on water supply, trade and ordering in this series of informative fact sheets, guides and resources.

Fact sheets

• Energy and Water Ombudsman (EWON) (PDF, 100.22 KB)
• iWAS for groundwater customers (PDF, 513.43 KB)
• iWAS for regulated water customers (PDF, 880.72 KB)
• Safety at your pump site (PDF, 365.34 KB)
• Water Sharing Plans (PDF, 116.76 KB)

Guides

• Water Allocation Trade Form Update PDF, 302.52 KB

Resources

• Customer Advisory Groups Charter (PDF, 165.63 KB)
• Customer Feedback (PDF, 288.6 KB)
• Customer Service Charter (PDF, 104.32 KB
• Debt Management Code of Practice (PDF, 230.61 KB)
• GIPA - Government Information (Public Access) Act 2009. Access to government information application form (PDF 140 KB)