Online submission process FAQs

Our online submission process allows customers to quickly and easily:

  • Request new water meters, and
  • lodge network protection compliance (NPC) submissions.

To use this online process, you must create an account to hold your personal details and track requests.

Quick tips for account creation and management ]

When creating your account, please keep in mind the following:

  • You only need to provide your name, email and phone number to finalise an account, however these details cannot be changed later. Please ensure they are correct before finalising your account. 
    All other details can be added, or removed, at a later date as necessary.
     
  • Email addresses can only be linked to a single account. 
    If you are creating a business account, consider using your work email.
    Likewise, if you're creating a personal account, consider using a private email address. Otherwise you risk losing access to your account with a change in employment.
     
  • You will be sent a verification code during account setup. So ensure your nominated email is readily accessible.

Frequently asked questions

Can I save my progress? ]

Unfortunately you're unable to save your progress while lodging a water meter request or NPC submission.

We strongly advise customers to collect all relevant documents/information before beginning an application.

Can I edit my application after it has been submitted? ]

Unfortunately, you're unable to edit a submission after it has been sent to our team for review.

If you need to make changes, please contact our customer support team via talktous@iconwater.com.au or by calling us on (02) 6248 311 (select option 3).

When will I hear back about my submission? ]

You will receive an email notification upon submitting your application, and another once your submission has been reviewed.

Estimated response times are:

  • Water meter requests: Three (3) business days.
  • Network protection compliance (NPC) submissions: Fifteen (15) business days.

Can I update my details once I've created an account? ]

You are able to update your personal details at any time, except for the following:

  • Your name,
  • your email address, and
  • your mobile phone number.

If you need to update any of these details, please contact our customer support team via talktous@iconwater.com.au or by calling us on (02) 6248 311 (select option 3).

Is my personal information secure? ]

We take your privacy very seriously, which is why we have taken several steps to keep your personal information secure.

We will never use this information to send unsolicited emails.

For more information, please visit read our privacy and security policies.

How do I submit feedback about the submission process? ]

You can submit feedback to our customer support team via talktous@iconwater.com.au.

We always appreciate and encourage feedback from our customers. It helps us continually refine our systems and processes to improve the user experience!

 

We’re always happy to help
For general enquiries, you can contact us directly at talktous@iconwater.com.au. Our team will do their best to respond within 24 hours. 

If you need a bit more assistance, or just prefer talking to a person, 
you can call us on (02) 6248 3111 (select option 3).