COVID-19

As a lifeline service, we will continue to provide safe drinking water and efficient wastewater services throughout all levels of New Zealand's COVID-19 response.

Auckland is in alert level 3. The Government has introduced a 3-step approach to easing restrictions in Auckland. The first step of that approach started at 11.59pm on 5 October 2021.

Under alert level 3 the following changes have been made to our services.

Newmarket reception

Our reception is closed.

Faults

Our field crew will be maintaining contact tracing, and adhering to health and safety processes when completing their work. Our contact centre will continue to operate 24/7. Online fault reports are monitored 24 hours a day. Please click here to log a fault online. If you require an immediate response, please call our team on (09) 442 2222 and press 1.

Billing

Our billing and payment teams are available on the phone during normal business hours (8am to 5pm). Our online chat service is available 8am to 7pm during weekdays and 8.30am to 5pm on weekends. All our staff will be working from home and will endeavour to maintain a high standard of service. Please be patient if technical difficulties are encountered.

Our meter reading team will endeavour to read meters during level 3. Where they are unable to read your meter due to health and safety reasons they will estimate the usage for this month.

For property managers and solicitors who have or are wanting to request a final reading at this time, we will estimate the final bill based on the date supplied and the previous usage. If a photo is supplied of the meter, we will be able to calculate the usage.

We recommend you register for MyAccount so you can access your account information at your convenience and choose to get your bills via email. To register, you need your latest bill on hand. Click here for more information.

Our crews in the community

Our field crews will be out and about in communities ensuring households have high quality drinking water and efficient wastewater services. They’ll be working in small bubbles and wearing masks to maintain their health and safety. We’d prefer that you don’t approach them when they’re on site, but if you really need a brief chat, please wear a mask and maintain a safe social distance of two metres.

If when out stretching your legs you come across a fault in your neighbourhood, please report it via our website chat function or by phoning 09 442 2222 option 1. If you’d like an update on work already in progress, please contact our call centre.

New connections

Our development portal is open should you wish to apply for a new connection. All development and connection services are now operational with appropriate physical distancing and safety protocols in place. We may experience some unavoidable delays during the alert level period, please bear with us.

Infrastructure and Central Interceptor

Our Central Interceptor team is back working from all sites and will be adhering to stict level 3 protocols. Our other infrastructure programmes will also get underway across the city.

Construction sites have additional health and safety measures in place, which include assessing well-being and safety before starting work, ensuring only relevant staff are on site, cleaning and disinfecting practices, and making sure crew social distance.

For more information on how we're approaching the COVID-19 situation, click here to read our fact sheet.