Contact us

We’re here to help. Just drop us a line.

Phone: 1300 656 007

Overseas: +61 3 5226 2500


Postal: PO Box 659, Geelong, Victoria 3220

National Relay Service (NRS): 13 36 77

Translation and Interpreter Service (TIS): 13 14 50

ABN: 86 348 316 514

For all water or sewerage related emergencies and faults, we’re on call 24×7, every day of the year. Please don’t use email or social media to report or enquire about an emergency or fault; call us for a prompt and personal response.

For all general enquiries (such as questions about your water bill), we’re here to help 9 am to 5 pm, Monday to Friday. We are proud to have a helpful, knowledgeable, Geelong-based customer care centre.

Geelong head office

55–67 Ryrie Street, Geelong VIC 3220

Hours: 9 am to 5 pm, Monday to Friday

Colac customer service centre

33 Bromfield Street, Colac VIC 3250

Hours: 9 am to 1 pm, Monday to Friday

In your language

If English isn’t your first language, don’t worry: we provide a free interpreter service.

Contact the Translating and Interpreter Service (TIS) on 13 14 50 for assistance.

Help for hearing impaired

If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service.

Freedom of information

As a statutory agency of the state government, we’re bound by the Victorian Freedom of Information Act 1982.  

You can request access to certain types of information and documents held by us through Freedom of Information (FoI) procedures.

Complaints and disputes

We recognise that to successfully deliver outstanding customer service, we must be committed to effectively receive and handle complaints.

We aim to resolve your issues at your first point of contact. And if we can’t, we have a robust and transparent process for escalating complaints and resolving disputes.