Melbourne city aerial view

COVID-19 response

Supporting you through the Coronavirus (COVID-19) pandemic

In our ongoing response to the pandemic, our focus is continuing to provide the support you need while we deliver our essential water and wastewater services.  

We work with a COVIDSafe Plan to help our people and community stay safe and we regularly review our plans in line with current government advice.

Customer enquiries and support

Our priority is ensuring the provision of your water and wastewater services continue uninterrupted.

Our Customer Service Centre is fully operational and can be contacted Monday to Friday, 8.30am to 5.00pm on 13 44 99

Service faults and emergencies can be reported 24 hours a day either online or by calling 13 44 99. You can also check current outages, day or night.

Financial assistance

If you’re concerned about being able to pay your Greater Western Water bill right now, let us assist. We have a range of support options available. Find out how we can help or call us on 13 44 99.  

Or if you need a little more time to pay, request a payment extension 

Our people

The safety and wellbeing of our people the highest priority. Steps we’ve taken to support staff include:  

  • requiring anyone who is unwell to stay home and seek medical advice  
  • attending only essential visits between Greater Wester Water sites and project sites  
  • practicing physical distancing across our workplaces  
  • enhanced cleaning and disinfection processes, and more frequent cleaning of common areas  

Water and sewer projects, and repair works

We work alongside our contractors to protect our people and the community on sites that are open for work. Each contractor has a COVID Safe Plan in place.  

Read our commonly asked customer questions about how we will work with you if we are completing essential works or repairs around or inside your property.  

Only critical water and sewer construction projects and maintenance activities are occurring in accordance with Chief Health Officer Directions as of 21 September 2021. These works have been permitted to continue for critical health or public safety reasons, and our teams are authorised to safely continue activities on site.

Find more information about construction work

Community events

We’ve paused mobile water fountain bookings for the immediate time. Read more about our community events support  

Water quality  

There’s no need to buy bottled water for drinking. Safe, clean tap water will continue to be supplied directly to your home every day.  

Drinking water in Australia is high quality and is well treated. There is no evidence that drinking water will be affected by the virus or that it is transmitted by drinking water.  

Water is an essential service and we are well prepared to manage our response to coronavirus (COVID-19). To learn more about how our water supplies are protected, read the Water Services Association of Australia COVID-19 Fact Sheet  

Making every drop count

While we’re all working together to save our precious drinking water, we also encourage you to practice good hand hygiene. Make sure you follow health advice to wash your hands often with soap and water.  

Even with more people washing their hands, this is not the major use of water in homes. We can all still all do our bit by taking shorter showers to help reduce our water use.  

Wastewater testing

Wastewater testing may provide early warning of coronavirus (COVID-19)

Greater Western Water is participating in a collaborative research project across Australia and New Zealand that can help to understand the occurrence of viral fragments in wastewater systems. 

Samples of wastewater are collected from treatment plants and in the sewer network, both in metropolitan and regional locations. These samples are analysed for fragments of the virus. The testing results can be used with other health data in coronavirus response efforts.

Learn more about this research and see wastewater testing results.

Coronavirus health updates

Keep up to date with the latest announcements and health advice:

Have more questions?  

If you would like to know how we're working safely in your community right now, read our FAQs