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Policies
Understand where we stand
If you want to know how we make decisions on everything from pricing, building applications and the environment to how we manage our business, check out our policies. We base all our decisions on policy to make sure we're consistent and fair.
Accounts and billing
Need to know our position about charges on your bill or when we'll give you a rebate? Read these policies to find out.
Policy name |
What the policy is about |
|---|---|
Explains when we'll give you a credit on your bill, or other help. |
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Explains what we'll do if you don't pay your bill. |
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Explains how we can help, if you're having difficulty paying your bill. |
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Explains how we charge you. |
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Explains how wastewater usage charges apply to business customers. |
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Explains who owns and is responsible for maintaining the meter we use to charge you correctly. |
Plumbing, building and developing
Do you need to connect to our pipes? Are you subdividing a property? Read these policies to find out what you need to know and do.
Policy name |
What the policy is about |
|---|---|
Acquisition of land for trunk drainage within the Rouse Hill development area (342 KB) |
Explains how we acquire land for trunk drainage in the Rouse Hill area. |
Explains when we need a security bond before we extend or adjust our pipes. |
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Explains our requirements for building bridges over open stormwater channels. |
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Explains what to do if you're building over or next to our stormwater assets. |
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Explains how to connect services to properties in this type of subdivision. |
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Explains how to connect to our water or wastewater pipes. |
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Documentation of standards for easements over private service lines (305 (KB) |
Explains what to do when you're creating an easement over a private service line. |
Explains what we do when we need access to a private property to extend our pipes. |
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Explains who pays to build our new water and wastewater pipes. |
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Explains how we assess applications for minor service extensions. |
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Explains our requirements if you need to install an on-site stormwater detention system. |
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Explains how to organise connections to our water or wastewater pipes for new properties. |
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Your responsibilities when connected to our services (358 KB) |
Explains your responsibilities when you have a connection to our pipes. |
Explains our requirements for stormwater connections to natural waterways. |
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Explains the stormwater quality targets you must meet. |
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Explains when we’ll allow buildings and structures over or near our assets. |
Water and the environment
How do we help protect the environment? Read these policies to find out.
Policy name |
What the policy is about |
|---|---|
Explains our commitment to providing safe and reliable drinking water. |
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Explains our commitment to protecting the environment. |
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Explains our commitment to providing fit-for-purpose recycled water. |
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Explains how we approve companies to draw sewage from our wastewater system. |
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Explains how we install and maintain fences around our stormwater assets to protect the public. |
About us
How do we manage the things you can't see when you turn on your tap? Read these policies to find out.
Policy name |
What the policy is about |
|---|---|
Explains how we consult the community and stakeholders. |
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Explains how we handle complaints. |
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Explains how we assist customers affected by family or domestic violence. |
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Explains how we host interstate or international delegates. |
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This web page explains how we manage your personal information to ensure it's secure and protected from misuse. |
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Explains how we help the community through sponsorship and donations. |
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Explains how we assess business proposals we didn't request. |
Contact us
If our policy hasn't explained what you need to know, please contact us.