Emergency Works and Unplanned Supply Interruptions

Emergency repair works

For emergency repairs and service faults, Council will, where possible:

• Respond to service faults within quoted timeframes.
• Maintain a listing of Extremely Critical Water Supply Customers and immediately notify outage/provide regular updates on progress of repairs (see table below).
• Attempt to contact all affected properties for isolated supply disruptions and/or use social media, website or other means to reasonably inform customers.
• Try to limit water interruptions to a minimum.
• Consider providing alternative water supplies through temporary connections and/or emergency bottled drinking water for outages predicted to be greater than 6 hours.
• Provide water from hydrants in urban areas for fire-fighting where possible.

If there is unplanned interruption to your services, Council will use all reasonable endeavours to keep any inconvenience to you minimised by restoring the services as quickly as possible.

Council will also make every effort to provide advice on the unplanned interruption via social media, particularly where the interruption affects a large area. Our commitment in the event of unplanned interruptions and emergency works is outlined in the table below.

Customer Type	Action
Residential Customers	Notice will be given, where possible, via doorknocking/letter box drops, social media, Council’s website and/or variable message board. If interruption will be less than four hours, notice via doorknocking will only be given to those customers who are put at extreme inconvenience. Provide alternative water supplies, where possible, through temporary connections and/or emergency bottled drinking water for outages predicted to be greater than 8 hours.
Commercial and Industrial Customers	Notice will be given, where possible, via doorknocking/letter box drops, social media, Council’s website and/or variable message board. If interruption will be less than four hours, notice via doorknocking will only be given to those customers who are put at extreme inconvenience. Provide alternative water supplies, where possible, through temporary connections and/or emergency bottled drinking water for outages predicted to be greater than 8 hours.
Critical Water Supply Customers	Prioritise notification, via door knocking or direct contact, and action to restore supply Provide alternative water supplies, where possible, through temporary connections and/or emergency bottled drinking water for outages predicted to be greater than 8 hours.

While every endeavour is made to provide accurate and current information on this page, Council’s Customer Service Centre will be able to provide updated information in relation to any unplanned interruption, as well as estimated times for restoration.