What is the Priority Assistance Program?

We understand how important a continuous water supply is for our customers. That's why we offer a Priority Assistance Program for those who need it most, with support services to help if we do need to turn your water off during emergency repairs.

We're committed to ensuring you’ll always have access to drinking water and working with you on timings for scheduled maintenance, keeping you updated if there are any disruptions to your normal water supply.

Who is eligible to register for the Priority Assistance Program?
  • Residential customers with home haemodialysis machines
  • Hospitals
  • Large businesses using over 15,000 kL of water per year
  • Schools, kindergartens and daycare centres
  • Community housing and aged care facilities
Priority Assistance Program services we offer: 
  • Emergency drinking water if there's a temporary interruption to your water supply 
  • Advanced notification if there are any works scheduled for your area 
  • Some flexibility with the timing of any planned works that might affect you
 Do I need to register for the Priority Assistance Program?​ 

Click on the category below that fits you best to see if registration is necessary. 

If you’re still not sure or wondering if you’re already registered, send us an email at support@sew.com.au and we'll aim to get back to you within 5 business days via email.

Existing hospitals and people receiving dialysis in our service area are already on our Priority Assistance Program.

For new hospital facilities or new dialysis patients submitting a Life Support Concession form, you’ll need to register to make sure you’re added to our Priority Assistance Program and apply the correct tariff to the patient's account. 

Register now

Or learn more.

Large businesses or facilities using more than 15,000 kL of water each year are already included on our Priority Assistance Program, and there’s no need to register again.
Our Service Delivery team will work with you on any potential water service interruptions or incidents affecting your area. 

Have you considered implementing a dual water supply?

It may be possible to have access to water from two separate sources. This helps reduce risk for businesses; if one source is interrupted, the other supply remains available. To find out more, contact the Business and Key Account team at  keyaccounts@southeastwater.com.au.

Existing schools and kindergartens in our service area are already included on our Priority Assistance Program, so you don’t need to register. ​ 

If you are a newly opened daycare centre, school or kindergarten facility in our service area, click the button below to register. Our team will review your application and will be in touch. 

We’ll always try to schedule planned works for after school hours or during school holidays. 

Register now

Or learn more.

Support options for community housing and aged care facilities during water interruptions includes arranging alternative water sources or scheduling works for more convenient times. 

Existing aged care facilities and large community housing blocks with over 50 units are already part of our Priority Assistance Program, so there’s no need to let us know again. However, if you're representing a smaller community housing facility that might not be on our list yet, please apply by clicking the register now button below. 

Register now

Or learn more.

Frequently asked questions

Who is eligible for the Priority Assistance Program?

Residential customers with a haemodialysis machine, hospitals, schools, kindergartens and daycare centres, aged care facilities, community centres and large businesses using over 15,000 kL of water per year are all eligible for our Priority Assistance Program. 

How do I apply?

Simply click on the category above that suits you best to see if an application is needed. In most cases, you won't need to apply. However, if you do, you can access the online form by clicking the ‘Register now’ button.

How long does the approval process take?

We’ll aim to review your application and get back to you via email within 5 working days. 

How long are the Priority Assistance Program services available? 

The Priority Assistance Program services will be available until you inform us that you no longer need them or until your circumstances change. 

How will I be notified of water interruptions? 

Water alerts will be sent to the current contact details on your account. To check or update contact details, email support@sew.com.au.

We’re moving location, what do I need to do?

If you are a residential customer with a haemodialysis machine, we will reach out to you once we’re made aware of your change of address.

If your business or facility is moving to a new address, you will need to submit a new Priority Assistance application by clicking here.

Related information

If this isn’t what you were looking for, see the following links for more information: