Contact us
We’re here to help. Contact us with your feedback and questions, or to report an issue or fault.
You can submit your enquiry online or reach out to us by phone, post, email or social media.
Please note, our offices will be closed from 5pm Friday 20 December and will reopen on Monday 6 January.
For urgent water-related issues, please call us directly on 131 722.
For emergency assistance, please contact:
- VIC SES (132 500) for emergency flood or storm assistance
- Triple Zero (000) for life-threatening emergencies
- EPA (1300 372 842) to report water pollution
Melbourne Water wishes you a happy and safe festive season.
Online enquiry
Our Customer Service team are currently receiving a high volume of requests, which may cause delays in answering your query. We are working hard to manage the increased volume, and apologise for the inconvenience.
Note: all fields are required unless marked as optional.
Other ways to get in touch
Phone
We’re available Monday to Friday, 8.30am to 5pm AEDT.
For assistance, call:
- Translation service: 131 450
- Speak and listen: 1300 555 727
- Hearing or speech impairment services: National Relay Service
Social media
Facebook
Twitter
YouTube
LinkedIn
Instagram
Postal address
Melbourne Water
PO Box 4342
Melbourne VIC 3001
Australia
Head office
990 La Trobe Street
Docklands VIC 3008
Response timeframes
We aim to get back to you within the following timeframes:
| Enquiry type | Response time |
|---|---|
| Online or email | 2 business days |
| Phone | 1 business day - for general enquiries |
| Post | 2 business days |
| Complaints |
10 business days We will acknowledge your complaints within one business day and aim to resolve your complaint within 10 business days. If it takes longer, we’ll update you on our progress. |