I'm a Resident

He tautoko whakaarotau

Priority assistance

An extra layer of support for those who need it.

What is priority assistance?

Priority assistance is all about empowering everyone to access to all our services, with ease.

If you or a loved one is sight or hearing impaired, has health or medical issues, or requires a translator, we can offer free, practical support. Whether it’s letting you know when water is off, to making sure you have access to water, or checking your meter on your behalf – we offer a raft of extra care options.

We also recognise that some customers might always require access to water, depending on their household or business. So, it’s important that we know about these situations.

Photo of a woman holding a white cane with her hand on her mailbox.

How do I register for this service?

Before you apply, please read about what we can offer you or your loved one below.

Visually impaired
Non-English speakers
Long-term health issues, restricted mobility or disability

Difficulty hearing, deaf or speech impairments?

You can nominate a friend or family member to receive your bills on your behalf. We’ll set them up as your ‘nominee’ so they can help manage your account.

Our website chat function gives you direct access to our billing and faults teams. You can chat with them online about your account or any water outages in your community.

​The Relay Assistant service allows an operator to act as a bridge between you and our team when communicating over the phone. Customers type their queries on a home terminal and the Relay Assistant will relay those queries to our team. The system gives you or your loved one the ability to communicate with our team over the phone.

You can choose to be notified of water outages in your area, and you can also select to have bottled water delivered to your home free of charge during outages. That way, you're never without water.​

Does your building require water at all times?

Water outages or emergency repairs in your area can happen when you least expect it. We understand that for some customers it's essential to always have water.

If your building provides support to more than 10 vulnerable children or community members we can ensure an alternate water supply is always available.

Register below to let us know the reasons why you always require water.

We could help with:

  • You can choose to be notified of water outages in your area and have bottled water delivered to your building free of charge during outages.
  • ​When a water outage is expected to last for more than four hours, we will support you by providing an alternate water source.
  • ​We can set up alternate contacts on your account to liaise with the right people.

Register for priority assistance

If you think you could qualify, please register using our application form.

How will I know if my application has been approved?
How long does the approval process take?
For how long is the priority assistance service available?
What if I can’t complete the online application, can someone do this for me?
Can I nominate someone to help with my account?