Ipswich City Council

Frequently Asked Questions

Faults and Emergencies

Water Restrictions

For frequently asked questions on Level 6 Water Restrictions, please visit the Queensland Water Commission.

Ipswich Water - General

Where does Ipswich Water source its bulk water?

Ipswich Water sources its water in bulk from Wivenhoe and Somerset dams on the Brisbane River, which are owned and managed by SEQ Water. This water flows down the Brisbane River to the Mt Crosby Water Treatment Plant (owned and operated by Brisbane Water) where it is treated to a standard fit for drinking and on-sold to Ipswich Water.

How does Ipswich Water distribute town water?

We distribute treated town (potable) water through our supply network across Ipswich directly into the homes and businesses of our many customers, with regular monitoring and testing to ensure consistently high quality. We pride ourselves on meeting, and in most cases exceeding, guidelines and standards set by the National Health and Medical Research Council (NHMRC).

Where do I find out more about Ipswich Water?

For more information about Ipswich Water, visit the About Us section.

What is Ipswich Water doing to secure my water future?

Ipswich Water is presently undertaking many steps to ensure our future water supply. Some initiatives are local while others are in collaboration with our regional partners and the State Government. For more information visit our Sustain pages.

How is Ipswich Water investing in new infrastructure and infrastructure maintenance?

Ipswich Water has a large capital works investment program for the coming financial year to ensure new and upgraded infrastructure for our thriving city, as well as important rehabilitation works for proper care of existing infrastructure. For more information, visit our Grow pages.

Water Supply Services

How does Ipswich Water ensure the best possible water quality?

Our customer service standards ensure safe and secure supply of quality town (drinking) water. Ipswich Water is committed to ensuring the provision of quality drinking water that meets or exceeds the criteria of the National Health and Medical Research Council's (NHMRC) Australian Drinking Water Guidelines. For more information on water supply customer service standards, as well as water treatment processes, click here.

Where can I learn more about the Wastewater Treatment Centres?

Ipswich Water has four Wastewater Treatment Centres located at Bundamba, Goodna, Carole Park and Rosewood. Click here to download profiles of the Centres.

How do I get connected to a water supply service?

Most new premises are already connected to our water supply network. However, if you have recently moved into newly established premises you may need to organise a water connection and wastewater connection.

What are the associated fees and charges with water supply?

Click here, for current fees and charges associated with water supply services.

How do I get billed for my water consumption?

Ipswich Water customers are billed quarterly with charges shown clearly on the Ipswich City Council rates notices mailed directly to property owners. Fees and charges are set out within the adopted Budget and Rating Resolution for each financial year.

What are the customer service standards for my water supply service?

Ipswich Water abides by strict customer service standards relating to water quality, supply and security. We strive to supply water of the highest drinking quality, clear in appearance and free from objectionable odour and taste. This water is supplied at a minimum pressure of 220kPa.

How can I monitor my water consumption myself?

Learning how to read you water meter is the first step to effective water conservation by monitoring your household water consumption.

Wastewater Supply Services

What is wastewater?

Used water from toilets, showers, baths, kitchen sinks, laundries and industrial processes is known as wastewater. Domestic households produce an average of 100-200L of wastewater per person every day! 99.7 per cent of this wastewater is water; the other one per cent is the contaminating waste.

How is it treated?

In Ipswich, wastewater is treated at our four Wastewater Treatment Centres. Wastewater is transported from domestic or industrial premises through our system of sewers and pump stations, known as sewerage reticulation, to the various treatment centres. The treatment processes then involve primary and secondary treatment, nutrient removal and disinfection. For more information, visit the Environmental Protection Agency.

How do I ensure a healthy wastewater system?

Everyone can help to reduce the quantity of wastewater and improve the quality of our wastewater systems. For information on your responsibilities and tips to promote a healthier wastewater system, click here.

How do I get connected to wastewater services?

Most new premises are already connected to our wastewater network. However, if you have recently moved into newly established premises you may need to organise a water connection and wastewater connection.

What are the associated fees and charges?

For information on Council's wastewater fees and charges, click here.

Filling Stations and Fire Hydrants

Can I use water from fire hydrants?

No. A person must not take water from a fire fighting system or an Ipswich Water hydrant without the permission of Ipswich Water, unless the water is taken for fire fighting purposes (Water Act 2000, Section 433 (1)). On the spot fines apply with a maximum penalty of $75,000.

What do I do to report a leaking/damaged fire hydrant or hydrant sign post?

Contact Ipswich Water, all hours.

What are public filling stations?

Ipswich Water operates three public filling stations for customers not connected to town water supply. Click here, for more information including their locations. This water is town (potable) water and its use is bound by water restrictions.

Recycled Water Services

What is recycled water?

Recycled water is treated wastewater sourced from a sewage treatment plant. The Queensland Environmental Protection Agency (EPA) has described a classification system for recycled water based on its microbiological quality.

Who can apply for access to Ipswich Water's Recycled Water Services?

Industrial and commercial premises in the Springfield Recycled Water Supply Zone may apply for connection to Ipswich Water's Class A+ reticulation system. Extra supply zones at Swanbank, Bremer Business Park, Ripley, Carole Park, Ipswich Central and Rosewood are planned.

Also, Ipswich Water offers access to Tankered Class B recycled water for non-residential customers, where it is ‘fit for purpose'. This Class B water can be accessed at Bundamba Wastewater Centre and Waterford Road Lagoon Carole Park.

All recycled water use in Ipswich must be in accordance with a compliant Recycled Water Management Plan.

All residential uses of recycled water are prohibited in Ipswich. This means recycled water cannot be used for residential irrigation.

Why recycled water?

Apparent climate change and booming economic development in our city have highlighted the limitations of conventional water supplies and the need to diversify our bulk water sources. Recycled water presents an alternative supply option that is abundant, sustainable and relatively untapped within our region.

Recycled water is ‘fit for purpose' for many uses that can offset potable demand such as industrial, commercial, high-value open space irrigation and energy sector uses.

What are the different classes of recycled water?

The Queensland Water Recycling Guidelines describe five classes of recycled water - these are largely based on microbiological characteristics and provide an indication of the level of treatment processes used and human health risks associated with its use.

What is Ipswich Water's recycled water policy?

It is the policy of Ipswich City Council to maximise the use of recycled water where it is 'fit for purpose'. In embracing the efficient concept of ‘fitness for purpose', Ipswich Water aims to avoid both under-treatment and over-treatment.

Recycled water shall be considered the supply of first choice wherever its use is technically and economically feasible. Where recycled water is available, the use of potable water for purposes suited to recycled water shall be considered contrary to Council policy and will be avoided to the maximum extent possible.

The system of recycled water supply and management (including the assessment of acceptable uses) will be consistent with the requirements of regulatory agencies for the protection of community and environmental health.

All recycled water use within Ipswich must be carried out in accordance with a compliant Recycled Water Management Plan that demonstrates how the user will reduce any recycling risks to community and environmental health to an acceptable level.

The determination of ‘fitness for purpose' and appropriate hazard controls shall be based on a risk assessment methodology and will observe any uses prohibited by regulatory authorities or Ipswich Water.

Where prioritisation of supply is necessary, Ipswich Water will favour industrial, commercial and high-value open space demands over other demands that offer lesser social value and potable offsets.

What are some recycled water uses?

Recycled water has many potential uses - too many in fact to list. However, Ipswich Water has a growing table describing those uses that are acceptable under most circumstances, those prohibited under all circumstances, and those under investigation. Where guidance is available from the Queensland Water Recycling Guidelines, this guidance is provided in the table.

Click here for more information.

Trade Waste Services

What is trade waste?

The Water Act 2000 defines Trade Waste as:

Water borne waste from business, trade or manufacturing premises other than

• Waste that is a prohibited substance
• Human Waste
• Storm water

Ipswich Water classes other discharges to sewer from commercial enterprises as trade waste these may include but are not limited to the following:

• Liquid waste from commercial or industrial sources
• Liquid waste from treatment of waste water, recycled water or harvested rain water for re-use
• Air-conditioning condensate
• Condensate from cooling towers
• Liquid waste from hairdressing salons
• Liquid waste from pools or filter backwash waste

Please note: Saline concentrate discharged from ultra-filtration or reverse osmosis processes require a separate trade waste application. Should this concentrate be of a high strength, trade waste approval may not be given.

What is Ipswich Water's trade waste management role?

Ipswich Water implements and manages Ipswich Water's Trade Waste Environmental Management Plan to be compliant with Ipswich City Council's obligations under the Environmental Protection (Water) Policy 1997.

The role of our Trade Waste Section is to provide a commercially viable and customer focused system for discharge of trade waste to council's sewerage system, while protecting the environment and public safety.

Ipswich Water aims to achieve these objectives through a permit approval system with audit and monitoring programs.

Do I produce trade waste?

Many commercial and industrial businesses, from small bakeries to metal finishing industries, produce trade waste.

The following table gives examples of various Trade Waste customer types.

Who should be aware of Trade Waste responsibilities?

• Management agents
• Commercial/industrial property owners and occupier and service industries
• Property managers
• Accountants
• Solicitors
• Any prospective generator of trade waste
• Builders/Plumbers
• Hydraulic consultants
• Consulting Engineers (ie industrial chemists and environmental consultants)

What are my legal responsibilities?

Discharging waste to Ipswich City Council's wastewater system without approval is illegal and can bring penalties (Water Act 2000). If your business generates trade waste and discharges it to Council's wastewater system, it is your responsibility to ensure that you have permission from the owner of the property or agent and have a current 'Trade Waste Approval'.

How do I get approval to discharge my trade waste?

Ipswich Water Trade Waste Section operates a three-category permit system for trade waste generators, taking into consideration the volume and characteristics of trade waste discharged. Approval of a permit to discharge trade waste will be based on the information provided in the trade waste application.

Ipswich Water's Trade Waste applications are available in our Trade Waste Environmental Management Plan (TWEMP), on the Ipswich Water website or by contacting Ipswich Water.

When should I make a Trade Waste Application?

A Trade Waste Application, signed by the Owner or Authorised Agent and the Generator, must be lodged at the following times in respect of any premises where a trade waste approval exists or trade waste is generated or likely to be generated.

A. Associated with a development application:

1. Where an application for a Material Change of use is lodged for new premises or extensions to premises intended for industrial and for commercial uses (referred to hereafter as ‘such premises')
2. Where an application for plumbing and/or drainage work for (such) premises is lodged
3. For an application for reconfiguration of a lot for (such) premises

B. Other situations which may not necessarily be part of a Development Application:

1. Change in tenancy of (such) premises
2. Change of ownership of (such) premises
3. Where a change in process technology occurs
4. Improvements or additions occur to the process stream
5. Existing premises where trade waste is found to discharge to sewer and no permit or legal agreement has been issued

Water Conservation Rebate Scheme

What is the Water Conservation Rebate Scheme?

The Water Conservation Rebate Scheme an incentive scheme provided by Ipswich City Council to bring about greater water efficiency within the City and make conserving water easy and affordable for our residents.

By being water wise in your home you help save our precious water and the environment, as well as money on your water and electricity bills.

What rebates are available?

Rebates are available for rainwater tanks, water efficient shower roses and 3/6 litres dual flush toilet suites. Eligibility Guidelines do exist, including conditions for purchase dates, tank sizes and water efficiency ratings.

Ipswich City Council reserves the right at any time and at its sole discretion to add or remove water conservation products throughout the life of the scheme.

Schedule of Rebates

• Please note that no rebate applies for rainwater tanks totalling less than 5,000 litres capacity under the 2007-2008 Water Conservation Rebate Scheme.
• All rebates apply to the purchase price only. Any other costs associated with the installation of the water conservation device/s or rainwater tank is not covered by the rebate scheme.
• Where multiple tanks are purchased and installed at the same property at the same time, the rebate will be paid based on the combined volume.

Who can apply?

The current rebate scheme applies to all residential properties in the Ipswich City Council area held under freehold title.

Why were these products chosen?

The current range of products attracting rebates are based on previous rebate schemes, integrated urban water management strategies, rebates offered by other Councils in South East Queensland, rebates offered by the State Government, and community feedback on water conservation.

The products chosen are expected to make the biggest contribution to water conservation in the Ipswich City area.

Can I claim a rebate for second-hand products?

No. Rebates will only be paid for new water conservation products/devices.

How do I make a claim?

Making a claim is simple and is outlined in our easy to follow step-by-step process.

When will I receive my rebate?

Council will pay your rebate in the form specified by you (ie cheque, EFT transfer, etc) as soon as possible. We will endeavour to issue rebate payments within six weeks of receipt of your application and original receipts.

Do I need to provide receipts?

As per the Eligibility Guidelines, original receipts for the purchase of the water conservation device or rainwater tank must be provided. Any original receipts will only be returned upon request when the rebate application is presented at a Council Customer Service Centre (the original receipt will be noted as having had a rebate paid, and a copy taken for Council's records). Receipts must include:

• The applicant's name
• The purchase or installation date
• The property address where product will be installed
• A full description of product purchased, including water efficiency rating where applicable
• For over the counter purchases, a receipt showing the name of the supplier and a full description of the product purchased, including water efficiency rating where applicable.

Is a deposit enough for the purchase of a water conservation device to secure a successful rebate application?

No. Any water conservation device claimed under this scheme must first be installed before any rebate claims will be approved and paid.

What are water efficient products and devices?

Water Efficient products and devices are classified under the Water Efficiency Labelling and Standards (WELS) Scheme. For more information about water efficient products and devices, click here.

I am renting. Can I claim a rebate?

Rebates can be claimed by the property owner, or a party who has rights to the property (eg tenant). The rebate property, however, must be in the Ipswich area.

I do not live in the Ipswich City area. Can I claim a rebate with the Ipswich City Council?

Rebates can only be claimed for properties located in the Ipswich City area, however, the applicant does not need to reside in the Ipswich City area.

I don't use town water, can I still claim the rebate?

All properties in the Ipswich area can claim rebates for water efficient shower roses and 3/6 dual flush toilet suites.

All properties in the Ipswich area can claim a rebate for a rainwater tank purchased after 1 July 2006. Only properties in the Ipswich area connected to the reticulated (town) water supply system can claim a rebate for rainwater tanks purchased before this date.

I am a new residence, can I claim the rebates?

Rebates for rainwater tanks are only applicable where the installation of a rainwater tank is not mandatory under Part 25 of the Queensland Development Code. For more information contact Building Codes Queensland on (07) 3239 6369.

All residences can apply for rebates for water efficient shower roses and toilet suites.

Why do I need to engage a licensed plumber for any plumbing work?

The installation of toilet suites and internal plumbing related to rainwater tanks is regulated by the Plumbing and Drainage Act 2002, therefore must be completed by a licensed plumber.

What is the ‘Self Assessable Building and Siting Checklist'?

This checklist must be completed by all applicants claiming rebates for the purchase of a rainwater tank. The introduction of the Self Assessable Building and Siting Checklist by Council is intended to speed up the application and processing times of rebates.

Essentially, residents are to truthfully complete the checklist, sign the declaration and forward it, as well as the application form to Ipswich Water.

An inspection of the rainwater tank will only be completed at Council's discretion. If an inspection is required, Council will contact the applicant to arrange an inspection time.

A plumbing approval is required from Council where the rainwater tank is connected to internal plumbing fixtures such as a toilet or a laundry tub and/or when Council's water supply is connected to the rainwater tank. There is no requirement for applications to Council relating to building and siting if the tank complies with Council's Building and Siting requirements.

If your rainwater tank is outside of Council's building and siting criteria, you may have to lodge a building application with Council or a private Building Certificate at your own cost. Also, you may need to seek Council approval for a relaxation of siting variations, at an additional cost.

Do I need to obtain any permits for my rainwater tank?

It is important that your rainwater tank system is installed in line with local, State and Australian standards, and as per the manufacturer's specifications. Please refer to Council's plumbing, building and siting requirements for more information. Contact the Development Compliance team on (07) 3810 6120.

What type of rainwater tank should I install?

There are a variety of rainwater tank systems available to choose from depending on your budget and whether the tank will be above or below the ground. Both ground and roof tanks are eligible for Ipswich Water's rainwater tank rebate, however, there is a minimum tank capacity (see Eligibility Guidelines).

Tanks are available in a variety of materials, namely: polyethylene, metal, concrete and fibreglass. The capacity and type of system that will suit your needs depends on factors such as household demand, the state of your roof and gutters, and the areas of roof connected to the tank.

Your rainwater tank supplier, local plumber or builder will be able to help you estimate best size, shape and construction of the rainwater tank for your individual needs.

Non-Residential Funding and Assistance

Does Council offer special rebate schemes and other type of funding and assistance for business and industry?

Council has partnered with State Government for the Business Water Efficiency Program (BWEP) which provides funding for approved projects to bring greater water efficiency to business operations.

For more information, click here.

Download our brochure, Your Guide to Funding and Assistance - Business, Industry and Community

Can business and industry apply for Council and State rebates?

The State Home WaterWise rebate schemes and Council's Water Conservation Rebate Scheme are generally aimed at bringing water efficiency to Queensland households. However, there may be certain circumstances where a non-residential entity (ie retirement village, guest house) may take advantage of what's on offer. Find out more ...

Drought

What is the current ‘water crisis'?

South East Queensland is currently experiencing the worst drought on record with dam levels at historic lows. Australia as a nation is also experiencing drought in many areas - in fact, we are the driest habitated continent in the world. This coupled with our prosperous and thriving city means weall need to address the way we use and think about water. For more information, visit our Sustain pages.

What is Ipswich Water doing to ensure a sustainable water supply?

Ipswich Water is presently undertaking many steps to ensure our future water supply. Some initiatives are local while others are in collaboration with other regional partners and the state government. For more information, visit our Sustain pages.

What will happen when the drought ‘breaks'?

Even when the drought breaks water conservation will still be a part of our lives. Read more about innovative ideas for conserving water.

Purified Recycled Water

What is Purified Recycled Water?

Purified Recycled Water (PRW) is wastewater that has been treated to the highest standard through a seven-barrier treatment system for blending into another water supply source such as a dam, flowing river or aquifer that provides an environmental buffer. All water extracted from the water supply source that receives PRW is again treated at a drinking water treatment plant before distribution to consumers.

Is there just one type of ‘recycled water'?

No. Water can be treated to different quality levels. Purified Recycled Water is the highest quality water. Other types of recycled water can be used for non-residential uses where they are ‘fit for purpose'.

Where do I get more information?

For more information, and to get all the facts, visit the Queensland Water Commission or call them on 1300 789 906

Alternative Water Sources

What is an alternative water source?

Alternative water sources are those other than town (potable) water. These include rainwater, bore water, stormwater, greywater and recycled water.

Are they bound by water restrictions?

Not currently. Only town (potable) water is presently bound by water restrictions.

What is greywater?

Greywater is waste water generated from the bath, shower, washbasin and laundry which can be diverted for use on lawns and gardens. Kitchen sink water is not suitable because grease and oil from the kitchen can clog plumbing and present health risk when applied to yards or gardens.

Greywater is an option to save water around the house. Even in times of drought and water restrictions, greywater can be used to keep your garden and lawn green.

What are the benefits of a rainwater tank? Where do I find out more information?

Rainwater tanks can provide several benefits including an unrestricted water source and contribution to a more environmentally friendly and sustainable lifestyle. For more information, download our fact sheet.

What is bore water?

Groundwater, or bore water, is water held in underground storages within certain types of geological formations, such as porous sandstones, fractured rock, etc. Groundwater extraction requires the drilling of bores or wells into underground aquifers. Presently, the Department of Natural Resources and Water (DNRW) acts as a regulatory body for this activity. Groundwater in Ipswich is commonly unreliable or unsuitable for irrigation.

What is storm water harvesting?

Stormwater harvesting, when appropriately managed, presents an opportunity to capture urban stormwater runoff during periods of significant rainfall as an alternative water source for non-drinking purposes such as toilet flushing, irrigation, and refilling of ornamental lakes.

Water Leakage and Pressure Management

What is water leakage and pressure management?

This is a step-by-step program of detecting and repairing leaks and managing pressure in the system by decreasing it where it is excessive, maintaining it where it is sufficient, and sustaining or increasing it where it is weak or unpredictable.

Why is Ipswich Water implementing leakage and pressure management?

Ipswich Water has asked residents to conserve water wherever possible, and therefore needs to make sure it is also doing everything possible to minimise water wastage. A trial of and water leakage and pressure management has shown significant water savings can be made by detecting and repairing leaks and reducing pressure where necessary. Therefore, as part of its commitment to securing long-term water supply, Ipswich Water is investing in making these improvements across the city, to minimise water losses.

What effect will pressure reduction have on my water supply?

The Water Leakage and Pressure Management Program aims to reduce excessive pressures in the system. While some residents may notice some reduction in pressure around the home, this should not affect day-to-day activities. Residents in trials at the Gold Coast reported little or no impact from the introduction of pressure management in their area.

What do I do if I don't have enough pressure?

Ipswich Water is only seeking to reduce excessive pressure in the system, however in some isolated cases, pressure may drop below a suitable level. If you find pressure at your property is not sufficient, call the Customer Service Centre on (07) 3810 7855. Ipswich Water can arrange for staff to test the pressure to determine where the problem lies, within the property of outside the property.

What if there is a problem?

If tests show a problem on Ipswich Water's network, staff will undertake measures to correct the level of pressure. In some cases the problem may be on the customer side, in which case you will need to get a licensed plumber to investigate and correct the problem. It may be as simple as adjusting a previously installed Pressure Reducing Valve (PRV), or may require more additional work to upgrade old service lines on your property.

How will this affect home dialysis patients?

The Pressure and Leakage Management Program should not affect home dialysis patients. However, all residents on the Home Dialysis Register are being contacted individually to advise them of the project and answer any questions they may have.

How will reduced pressure affect fire-fighting?

Queensland Fire and Rescue is aware of the Water Leakage and Pressure Management Program, and has been provided full details of the proposed pressure changes for the city. The changes will not affect fire fighting capacity.

What do I do if the discoloured water continues, even after I have run the tap for more than five minutes?

Ipswich Water has a Pager Crew and we will get them to come and see you.

Last Updated 1 Jul 2008 | Print this page | Contact us | News Feeds | Copyright © 2008 Ipswich City Council
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