Water and property disputes

EWON can help with damage claims and other property disputes with your water supplier. We can investigate your complaint, review a compensation claim, try to negotiate between you and your supplier, provide advice and referral information.

The supplier is responsible for maintaining the network of pipes that distribute water. You are responsible for the maintenance of the installation up to the point that you connect to this network. If, for example, there is a leak in the water pipe leading from your house to the water meter, you may be responsible for the costs associated with fixing that leak.

It is not always clear where your responsibilities start and end. For more information on your responsibilities speak with your water supplier or contact us.

The case study below shows how we helped one customer where a water supplier's actions have impacted on their property.

Case study: uncovering mistakes

Mr O called in a plumber to carry out work on a suspected crushed sewer pipe located at the back of his property. He asked his supplier for diagrams showing the location of the pipes so that his plumber could gain access.

When the plumber began to dig where the diagrams indicated there were pipes he found that the diagrams were incorrect. Mr O contacted his supplier on two separate occasions and each time was told that they would not take responsibility for the situation.

The work his plumber had begun was blocking access to the back laneway. Mr O contacted EWON to try to resolve the matter and find the correct location of the pipes. He was concerned with the increased cost of future work to rectify the situation.

EWON contacted the supplier to investigate the issue and advise of the customer's concerns. The supplier conducted a site inspection and confirmed that the diagrams given to Mr O were inaccurate. His supplier arranged for contractors to complete the excavation work to locate the crushed pipe. In addition, his supplier reimbursed him for the plumbing costs incurred.