Bursts, blockages and overflows

Water bursts, sewer blockages and overflows can be stressful and sometimes hazardous. These issues may cause property damage, health risks or service disruptions and it’s important to know what to do, who’s responsible and how to get help if the matter isn’t resolved properly.

This page will tell you common issues with bursts, blockages and overflows, what to do when you experience one and what to do if you have an issue. 

Common problems from bursts, blockages or overflows

Here’s some common problems you might experience if you have a burst, blockage or overflow. 

Water main bursts

A burst water main can lead to water loss, reduced pressure, flooding or damage to nearby properties. If you’re experiencing a burst, contact your provider as soon as possible to alert them. While most water providers act quickly to repair bursts, you may want to contact yours to resolve the issue if:

  • there are repeated bursts in the same area,
  • the provider delays the response; or
  • there is poor communication about the cause and fix.

Sewer blockages and overflows

Sewage overflows into yards, homes or public spaces can be dangerous and distressing. In most cases, the water provider is responsible for blockages up to the property connection point, while blockages inside the property are the owner’s responsibility.

You should contact your provider to alert them of the issue if you believe the blockage or overflow is in their area of responsibility. 

Property damage

Bursts and overflows can damage driveways, gardens, fences or even parts of your home. If this happens your provider may be responsible for the repair or compensation. Make sure to document the damage and lodge a claim with you provider according to their process. 

Delays or poor communication

If your provider doesn’t respond quickly or keep you informed about the repair timeline, clean-up process, or responsibility, you may want to submit a service complaint with them. Providers are expected to respond to emergencies as quickly as possible and clean up affected areas to a safe standard.

What to do next

If you’ve experienced a burst, blockage or overflow:

  1. Report the issue immediately. Call your water provider’s faults and emergencies line. Most operate 24/7.
  2. Keep records. Take photos or video of any damage or overflows and keep a record of when you reported the issue.
  3. Submit a claim if needed. If there’s damage to your property or a service failure, your provider may offer reimbursement or repairs.

You can contact us if you’ve contacted your water provider and are experiencing one of these issues:

  • slow or no response to a burst, blockage or overflow
  • repeated bursts, blockages or overflows
  • damage not being cleaned up or restored properly; or
  • delays or denials of compensation claims.

We’ll work with you and your provider to resolve the issue. 

Ready to make a complaint?

To make a complaint with EWOQ you can complete our online form. 

If you're unable to make a complaint online or need additional help, you can call us on 1800 662 837. We're available from 8:30am to 5:00pm every weekday except Tuesday when we open at 9:30am. 

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