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Who pays?
Responsibility for removing wastewater blockages and repairing pipes depends on where our pipes connect to the affected property. If we authorise your investigations or repairs in our pipes, you may be eligible to claim for reimbursement.
Junctions and takeovers
We own the junction, but the property owner is responsible for their connection to our wastewater system (the point of connection). The property owner is responsible for clearing any tree roots that enter the junction at the point of connection, and any damage to the junction or junction collar that was caused by tree roots or excavation.
If junction was damaged by work to remove tree roots from point of connection
We may replace or repair it. The property owner must pay for excavating the area around the joint, joints or junction to ensure that the junction is fully exposed and the work area is safe.
We may provide the junction replacement service at no cost to the customer (junction replacement 'without prejudice'). We won't reimburse you for costs associated with the work needed to expose the junction.
Figure 1: Damaged junction – replace without prejudice
If you believe blockage occurred because our junction failed
We must confirm it. Our maintenance crew will check the condition of the damaged or broken junction. If we accept responsibility, we'll pay to replace or repair the damaged junction, backfill, reconnect and restore the site. This is known as a takeover.
- If our authorised representative approves the takeover, you can submit a claim and we'll consider the costs you've incurred. Our claims team will assess your claim based on rates we consider to be reasonable for the work undertaken.
- If the private pipework has been removed, we may replace the junction without prejudice. However, we won't reimburse you for the excavation and other costs. Our maintenance crew must verify the damage for it to be eligible for a takeover.
Figure 2: Damaged junction – takeover
Properties connecting to our sidelines
We own and maintain the sidelines shown on our service location print available at Sydney Water Tap in®.
If the property is connected to a sideline and we advise that our wastewater system is clear after inspecting our wastewater pipe via a maintenance hole, we may try to clear the blockage from the customer's inspection opening if there is no rodding point. This can reduce the overall cost of the job and minimise service disruption.
If we clear the blockage, we'll CCTV the sideline to determine what caused it.
Vacuum and pressure systems
Only Sydney Water maintenance crews and approved contractors can carry out repairs on our vacuum wastewater and pressure sewerage equipment.
If you or the customer complete work, warranties will be voided. You may be liable for future costs.
If the property is connected to a vacuum wastewater system or to pressure sewerage equipment that we own, ask the customer to call us on 13 20 90 24/7.
Relined pipes and junction cut-outs
If you find that the blockage is due to a recent relining job where our contractor hasn't opened a live junction, we'll arrange for the relining contractor to return and reopen the junction.
Points of connection deeper than 2.5 metres
If excavation is required to repair a fault at a point of connection to a wastewater pipe that is more than 2.5 metres deep, we'll take over the repair.
The depth is measured when the wastewater system is installed. It's recorded on our system. If the contour of the land has changed over time due to landscaping or other factors and the point of connection is now deeper than 2.5 metres, we'll decide whether to accept or decline responsibility. If you're unsure, call us on 13 20 90.
Figure 3: Example of unchanged surface level
Figure 4: Example of adjusted surface level
Figure 5: Example of shallow house service line
