Waterwrap

We've submitted our price proposal – what does it mean for you?

We know that the cost of living, a housing crisis, and other important things are making life tougher.

That's why we turned to over 13,000 customers like you to guide our next steps.

Our price proposal was submitted to the Independent Pricing and Regulatory Tribunal (IPART) in September 2024. It outlines the services and proposed costs to you for the 2025–30 period. Customers have made it clear to us what's most important, and the price proposal has customers at the heart, reflecting everything we heard.

You spoke, we listened: shaping the future of your water service

Today, we know our customers are community-oriented, cost-conscious, future-focused, and generally satisfied with our service.

Customers expect us to continue delivering reliable water services now and for future generations, at an affordable price. We've been told to safeguard water quality and reliability even in tough times. Also, to provide a great customer experience and protect the environment for future generations. We've worked hard to balance priorities, be efficient and avoid unnecessary costs to develop a price proposal that's fair and aligned with customer needs and preferences.

About the price proposal

The proposal covers a lot of ground, including how you're charged for our services, what the potential bill impacts are, our guaranteed service standards, our impact on the environment, creating cool, green landscapes for our communities, and the resilience of our water supply system.

What's next?

Our price proposal was publicly released on 1 November, and final IPART-determined prices and service levels for customers will take effect on 1 July 2025. A lot can happen before then. You can have your say during IPART's public review period from 1 to 29 November 2024 (subject to IPART).

What you should know

Of our 9 water treatment plants, 8 have PFAS levels below the new proposed guidelines. The Cascade Water Filtration Plant produces drinking water with PFAS levels well within the current ADWG, but slightly above the levels proposed in the new guidelines. We’ll be focusing on Cascade over the coming months, with interim solutions in place.

Fact

Not only does the NHMRC use the latest global research, it's not influenced by any commercial interests. The ADWG is focused on public safety and can be trusted.

Testing

Testing for PFAS takes place in our state-of-the-art labs by qualified scientists. Our laboratories are certified by the National Association of Testing Authorities (NATA).

Learn more information on PFAS and your drinking water.

Can you make it easy when we visit?

Sometimes we need to visit your property. We might need to take a meter reading or do a one-off job like replacing your water meter or installing a remotely read meter. To avoid the inconvenience of having to make another appointment, you can help ensure we get the job done the first time we come to your home.

Help us get in and out 

• Do you have a pet? Keep it inside behind a locked door. We can’t enter a property if there may be an unrestrained animal.
• Is your meter hidden or buried by plants? We love it when there’s 50 cm of clear space above a meter and 15 cm below it for easy reading.
• Do you have a locked gate for security? A Sydney Water Abloy Lock allows you to keep a gate locked while allowing us in. Call us to find out more.

Watch out for a card from our reader or technician to let you know when they’re coming and possible issues. Thanks for making our job easier.