Customer assistance

Update your customer information

• Change of customer details online form

Water orders

• Water orders can now be done via our online water accounting system (iWAS). Alternatively you can download a hardcopy water order form (PDF, 141.81 KB) 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, 191.83 KB) - 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, 250 KB) - 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, 192.94 KB) - use this form is you have a meter that is not connected to telemetry to record and report your monthly licensed water take.
• No take notice (PDF, 554.4 KB) - let us know that you do not plan to take licensed water or basic landholder rights (BLR) for up to six months.
• Cl 244 cease to take conditions do not apply form (PDF, 195.63 KB) - complete this form each time before you take water to confirm that cease to take conditions do not apply.

Annual usage return 2024-25

• Annual usage return form

Solicitors' enquiries

• Application for a financial statement on a water licence (PDF, 630.98 KB) - 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, 175.71 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, 591.89 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 PDF, 528.92 KB

Other forms

• BLR - Application for a new or amended approval for a water supply work (PDF, 900.69 KB)

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, 476.6 KB)
• iWAS fact sheet (PDF, 860.69 KB)
• Safety at your pump site (PDF, 365.34 KB)
• Water Sharing Plans (PDF, 116.76 KB)

Videos

• NSW Water Register
• Register for electronic billing
• WaterNSW drillers portal

WaterInsights videos

• WaterInsights  - Snapshot and water source overview
• WaterInsights - How to set river gauge alerts
• WaterInsights - How to register for an account
• WaterInsights - Overview
• WaterInsights - How to set alerts

iWAS videos

• iWAS -  How to enter a meter reading
• iWAS - How to enter non-metered usage
• iWAS -  How to download a statement
• iWAS - How to order water
• iWAS - How to link accounts
• iWAS - How to complete a meter reading authorisation
• iWAS - How to nominate a floodplain harvesting measurement period

Resources

• Feedback, compliments and complaints policy (PDF, 163.92 KB)
• Customer Advisory Groups charter (PDF, 165.63 KB)
• Customer feedback (PDF, 288.6 KB)
• Customer complaints fact sheet (PDF, 452.79 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, 528.92 KB)
• Lachlan Regulated River Water Source 2016 evaporation reduction rule