Water quality

Recently there has been media and public interest in water quality and the risk of perfluoroalkyl and polyfluoroalkyl substances (PFAS) or ‘forever chemicals’ in drinking water. This has led to government reviews such as to the NSW Select Committee on PFAS Contamination in Waterways and Drinking Water Supplies Throughout NSW2. We will monitor any developments in this area and engage with regulators where appropriate.

EWON has received few complaints specifically about PFAS, however we do receive and investigate complaints about water quality more broadly. As with any water complaint, whether EWON would be able to assist would depend on whether the water provider is a member of EWON.

If we receive a complaint about water quality, we look at compliance with appropriate regulations (such as the Australian Drinking Water Guidelines), Operating Licences and the member’s internal policies. EWON does not investigate or comment on the appropriateness of the regulations and guidelines while investigation individual complaints.

For complaints outside of EWON’s jurisdiction, or for customers raising broader concerns about PFAS and current regulations or guidelines, EWON may refer the complaint to:

• the local water utility - for example the local council - or back to the member directly to discuss their concerns

• NSW Ombudsman as they can receive complaints about local councils

• NSW Health

• Environmental Protection Agency

We may also provide customers with factsheets or additional resources from our members or regulators relating to water quality or PFAS.

Case study

 Provider confirms customer's water quality meets standards

A customer was concerned about the quality of the drinking water at her property and contacted her water provider. The provider said the water quality met the standards set by the appropriate guidelines.  

The customer contacted EWON after she requested for the water quality in the area to be tested, however the provider did not respond to her. EWON initially referred the complaint to a specialist team at the water provider to try to resolve the issue directly with the customer, however she returned to EWON as it did not contact her.

We contacted the water provider to request additional information, and it said the customer contacted it on 2 February 2024 and its Water Quality team contacted the customer within one hour of the initial contact. It arranged for the water quality to be tested on 6 February 2024. It tested the water at the front tap at the customers property and a cold water kitchen tap in the granny flat at the property.

The water quality was found to be within appropriate standards. The tests conducted at the site matched the local quality drinking water for the area listed for the period January 2024 to March 2024.

We explained to the customer that water quality in the local area was monitored quarterly and reported on the water provider’s website and that drinking water quality must comply with health, taste and odour related guidelines provided in the Australian Drinking Water Guidelines. We also provided the customer with information around:

• how to access the results for her local water quality testing

• appropriate regulations including operational and environmental requirements for drinking water within the water provider’s Operating Licence and standards set by NSW Health

• information available on the NSW Health website about safe drinking water.