Emergencies, Faults and Outages

For water and sewerage faults and emergencies phone 6248 3111 and press '1'.
Click here to view current unplanned water and sewerage outages in the ACT.

What is an emergency?

An emergency relating to our utility networks is anything that is dangerous or a potential health hazard, or when damage has been caused to part of utility infrastructure such as pipes, hydrants and meters. If there is a life-threatening situation, you should call the emergency number 000 (112 on most mobiles) for immediate assistance from the police, fire brigade or ambulance before calling our emergency contact numbers to report the utility related emergency.

Burst water mains

If you see water running from public land or a roadway, it could be a burst water main, please call ACTEW Water's faults and emergencies team on 6248 3111. Please tell the operator if the water is damaging property or likely to cause an accident. ACTEW Water will attend as quickly as possible. A small number of ACTEW Water mains traverse private land. If you believe a utility water main has burst on your property, call ACTEW Water's 24-hour faults and emergency team 6248 3111. 

ACTEW Water (and ACTEW Water contractors) are the only parties permitted to work on ACTEW Water assets. Unauthorised individuals or private licensed plumbers should not attempt repair in connection or relation to an ACTEW Water asset.

Leaking water meter

ACTEW Water is responsible for repairing leaking meters and leaks in the ACTEW Water network that delivers water to the ACTEW Water meter. You are responsible for calling a private plumber if water is leaking from a pipe on your side (down-stream) of the meter. If in doubt call ACTEW Water's faults and emergencies team on 6248 3111.

Water leaking from pipes on your property

If water is leaking from pipes on your private property, contact a licensed plumber. If your plumber discovers a problem on the ACTEW Water utility network service, call our faults and emergency number 6248 3111. In order to confirm if there is a leak on your internal plumbing, you may conduct a simple leak test:

  • firstly, ensure all appliances, such as dishwashers, washing machines, and any irrigation systems are turned off;
  • have a look at the meter. If the meter is continuing to register usage, it is likely that you have an internal leak, and should therefore contact a licensed plumber immediately.

Slow leaks:

  • some leaks that are slower (toilet cisterns, dripping taps) may not be obvious upon taking an initial read, however the consumption will add up over time and can become costly;
  • take a meter reading and then read the meter again a few hours later. It is recommended that you do this over a period of time when the property may be vacant to ensure no water is used internally;
  • if upon taking the second reading, the meter has moved, it is suggested that you engage a licensed plumber to investigate how the usage may have occurred. 

Click here for further information and advice on how to read your water meter.

Interruption to my water supply

ACTEW Water is required to notify you if there are plans to interrupt your water supply. We must give:

  • at least two days' written notice of any planned maintenance work which may interrupt your water supply
  • at least four days' written notice of planned work if you have a dialysis machine operating at your residence.

In the event of an emergency or unexpected fault, ACTEW Water is permitted to turn off the water supply without notice, however we will work to fix the fault and restore supply as quickly as possible. Click here to view an up to date list of planned interruptions to your water supply.

Water quality concerns

ACTEW Water do not recommend drinking water that appears, smells or tastes objectionable. If you have concerns about the quality, colour, taste or odour of the water supplied to your property, please call ACTEW Water's 24-hr faults and emergency team on 6248 3111.

Suspected water theft

Theft of water (and interference with ACTEW Water's utility infrastructure) are serious offences which may attract substantial penalties. If you know or think you know of anyone stealing water, either through meter bypass or use of an unmetered standpipe, let us know by:

  • submitting your report to ACTEW Water by email, or
  • phoning ACTEW Water's  Customer Support and Investigations team on 6248 3111.

Your report will be treated in confidence.

Suspected breach of water restrictions or measures 

Click here to report a breach or find information on fines. 

Stormwater problem

Blockages
If stormwater is overflowing from downpipes or sumps on your private property, contact a licensed drainer. If your drainer provides evidence suggesting the blockage is caused by a problem in the Territory and Municipal Services (TAMS) stormwater system, you or your drainer should phone Canberra Connect on 13 22 81 and seek assistance.

Flooding
If stormwater is flooding your premises (from the road or public land), phone Canberra Connect on 13 22 81 and seek assistance. Please tell the operator if the water is damaging property or likely to cause an accident.

Interference with water and sewerage networks

Under the Utilities Act (2000), it is an offence to interfere with water supply and sewerage networks. This includes the introduction of any substances into the water distribution system and the unauthorised discharge of non-domestic waste into the sewerage system, which may attract substantial penalties. For more details on disposal of non-domestic waste into the sewerage system, please contact ACTEW Water on 6248 3111.