Burst water mains
If you see water running from public land or a roadway, it could be a burst water main, please call ActewAGL's faults and emergency number 13 11 93. Please tell the operator if the water is damaging property or likely to cause an accident. ActewAGL 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 ActewAGL's 24-hour faults and emergency number 13 11 93.
Water leaking from pipes on my property
If water is leaking from pipes on your private property, contact a licensed plumber (from the Yellow Pages). If your plumber discovers a problem in the ACTEW water service, call ActewAGL's faults and emergency number 13 11 93.
Interruption to my water supply
ActewAGL is required to notify you if it plans to interrupt your water supply. ActewAGL 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 an emergency, ActewAGL is permitted to turn off the water supply without notice, however by phoning 13 11 93 you can enquire about the expected restoration time.
Leaking water meter
ActewAGL is responsible for repairing leaking meters and leaks in the ACTEW pipe delivering water to the 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 ActewAGL's 24-hour faults and emergency number — 13 11 93.
Water quality concerns
If you have concerns about the quality, colour, taste or odour of ACTEW's potable water supply, please call ActewAGL's 24-hour faults and emergency number — 13 11 93.
Most colour in the water (brown) comes from a disturbance of silt in the water mains when ActewAGL are repairing a burst main in your suburb or if the demand on the network is extreme. This usually settles quickly and any residual can be cleared by waiting an hour then running all of your taps, including the back garden tap, for a minute or two at full flow. If the colour remains, wait another 30 minutes and flush the pipes again. If the problem persists please call ActewAGL's 24-hour faults and emergency number 13 11 93.
Most water quality problems are quickly resolved, however if you have any health concerns, please avoid drinking the water until ActewAGL investigates. In some cases ActewAGL may take samples for testing and can provide you with the laboratory results.
Suspected water theft
Theft of electricity and water (and interference with ActewAGL's electricity and water equipment) are serious offences which may attract substantial penalties.
If you know or think you know of anyone stealing electricity or water let us know by:
- submitting your report to ActewAGL online, or
- phoning ActewAGL's investigations staff on (02) 6248 3155.
Your report will be treated in confidence.
If you think the equipment on your premises has been interfered with (by the person stealing electricity or water), do not attempt repairs until it has been inspected by ActewAGL. Evidence of the theft may be required. Your safety is also our concern.
Stormwater problem
Blockages
If stormwater is overflowing from downpipes or sumps on your private property, contact a licensed drainer (from the Yellow Pages). 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.