Support for customers experiencing family and domestic violence

We understand the importance of maintaining confidentially and are committed to providing practical assistance for customers experiencing family and domestic violence. Get in touch with our Customer Service Centre on 1300 662 077 to speak with our Customer Care Team and talk through ways we can help, such as:

• managing your accounts in a sensitive manner
• stopping additional interest charges
• pausing future bills, for up to 12 months.

Please note that for joint accounts, WaterNSW cannot restrict access from other joint holders, but will protect sensitive information and work with you to manage changes appropriately.

• Call 000 for emergency assistance - Police, Fire or Ambulance
• 1800 RESPECT: Call 1800 737 732 - free counselling available 24/7
• Men's Referral Service (operated by No To Violence): Call  1300 766 491 - working with men who are using violence
• Djirra: Call 1800 105 303 - Support for Aboriginal people who are experiencing or have family violence
• Rainbow Door: Call 1800 729 367 - Connecting LGBTIQ+ communities to the services they need

WaterNSW is committed to protecting private information. All personal information concerning customer accounts is kept confidential and meets the WaterNSW Privacy Policy (PDF, 92.47 KB) , including the Privacy and Personal Information Protection Act 1988 (NSW).

The policy extends to all interactions and data management, stressing the importance of confidentiality and specialised training for employees. WaterNSW is committed to providing ongoing training to help staff recognise signs of domestic violence and refer customers to appropriate support services.