Plumbing reimbursement

If you have a blockage within your plumbing, the issue may have originated in our network. If this is the case you don’t need to call a plumber and, we’ll come fix the issue free of charge.

Please see our Rates for Reimbursement 2024-25

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How do I know if it’s a problem in Icon Water’s network?

Many properties have what’s called a ‘sewer riser’. This is an inspection shaft located near the edge of the property line, likely no further than a few metres from your fence.

sewer boundary

If you have one of these inspection shafts on your property, please open it up and have a look. You’ll find one of two things, either: 

1. The inspection shaft is filling with water. This means the fault is likely in our network and you should contact our Emergency and Faults team by dialling 02 6248 3111.

  • They’ll arrange for a team to come out and take a look. If the issue is in our network we’ll fix it free of charge. If our team finds that the problem is in your plumbing, then you’ll have to contact a licensed plumber to resolve the issue.  

2. The inspection shaft isn’t filling with water. This means the fault is likely in your plumbing. You should contact a licensed plumber to resolve your issue. 

  • If they find that the issue is actually in our network, then we will reimburse you for the cost of hiring the plumber. 
     

If an inspection shaft is not installed at your property, please contact our Faults and Emergency team by dialling 02 6248 3111 (Option 1). They can give you advice on how to proceed. 

What if you’ve hired a plumber who has found an issue in our network?
If a licensed plumber has found an issue in our network we’ll reimburse the cost of their services in accordance with our Rates for Reimbursement 2024-25.

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Required documentation for a sewer reimbursement claim for plumbers and home owners: 

If your claim relates to costs associated with a licensed plumber identifying a blockage within our network, please submit your application for reimbursement and include the following:

  • Detailed plumber's invoice explaining scope of works 
  • Plumber's Invoice number
  • Property address
  • Icon Water job reference number (proof of Icon Water's attendance)
  • Invoices are to be made out to Icon Water

All applications will be assessed in accordance with our Rates for Reimbursement 2024-25.

For more information on sewer blockages see our information on blocked pipes.