Consumer protections for small business water customers
Like energy, there are few water protections for small business owners who are experiencing vulnerability. Water providers generally offer payment assistance to small businesses, however there is still an inequality in bargaining power or assistance offered. However, EWON was pleased at the introduction of family violence protections in Sydney Water, Hunter Water and Water NSW operating licences, and equal requirements for Water Industry Competition Act licensees. We fully supported the introduction of these requirements.
Case study
EWON receives few complaints from small business customers relating to water but when we do, they can be complex. The following case study is just one recent example.
Manhole outside small business affects customer
Olivia was concerned about a sewer manhole in a garden bed at the front of her property. The manhole was raised and in an unusual location which she said impacted vehicle and pedestrian access to her business. In February 2022, the water provider agreed to lower the level to match the road but didn’t finish the work because it was waiting for council approval. In January 2025 she contacted EWON. We referred the complaint back to the water provider to try to resolve with Olivia directly, but she returned to EWON in March for further assistance.
EWON contacted the water provider, who confirmed that the delay was due to the manhole being in a council flower bed. The council declined to lower the level of the manhole because it would require completion of kerb, gutter, stormwater and asphalt work. Additional information indicated that the manhole had been in place for over 120 years, pre-dating the road.
Our investigation concluded that the manhole was compliant when it was originally installed and was still compliant, meaning there was no basis to request the water provider reduce the manhole height. The customer accepted this outcome and advised that she would pursue her complaint with the council.
