Water supply & quality
View the water update (updated monthly).
Our commitment to our customers
Kempsey Shire Council’s Water Services Charter lists the water and sewerage services we provide, our commitments to you and your responsibilities. It is one way we can demonstrate our aim of providing the best customer service in the water industry.
The charter lists the performance standards we work to in delivering water and sewerage services. These standards have been set in consultation with customer representatives.
The charter may also help you if you need advice or wish to contact Kempsey Shire Council about a water or sewerage matter.
Water Services Charter
We provide a high level of service to our customers by:
- Aiming to meet or exceed service targets that have been set and publicly reporting annually on our performance in achieving these targets
- Providing you with information on your account details, water use and future water availability to support your business
- Working with you to schedule planned maintenance at a time that suits most customers
- Ensuring that any concerns or complaints you have about our service are handled promptly and efficiently
- Being available 24 hours a day to rectify critical supply problems and respond to emergency situations
- Being courteous and helpful in providing our services.
Our service targets
1. Water quality
Water testing
Our Water Services team has a comprehensive testing regime to ensure that water quality meets the required standards.
We use the Australian Drinking Water Guidelines, which are based on drinking water guidelines developed by the World Health Organization. We also cooperate with NSW Health to manage water quality and take part in NSW Health’s sponsored drinking water verification monitoring program.
Test types
pH
This is a test to find out how acidic or alkaline the water is. Fluctuations in these levels can lead to corrosiveness, scale build-up on pipes and fixtures, and metallic or alkali tasting water.
Total hardness (as CaCO3)
Hard water is formed when water percolates through deposits of limestone, chalk or gypsum, which are largely made up of calcium and magnesium carbonates, bicarbonates and sulphates. Hard water can prevent lathering of soap and form scale on pipes. A build-up of scale can restrict the flow of water in pipes and make the water visibly cloudy.
Turbidity
This is a measure of the cloudiness or haziness of a water supply caused by micro particles such as silt and sediment, organic compounds and algae. High turbidity can cause increased costs for water treatment processing and degradation of aquatic life.
Fluoride
Fluoride is a naturally occurring element in water, typically at low concentrations. Fluoride is added to drinking water for improved dental health, as endorsed by the National Health and Medical Research Council and NSW Health.
Nutrients and metals
Nutrients are tested as these are a good indicator of pollution from fertilisers and sewerage. Mineral compounds such as metals can occur naturally in water or be present as a result of activities around the water source within the catchment. The corrosion of pipes may also leach metals into the water.
E. coli
E. coli bacteria are found in large numbers in the faeces of humans and warm-blooded animals. Known as ‘faecal coliforms’, they are an effective indicator of sewerage or animal waste pollution and the presence of other potentially harmful bacteria.
Drinking water quality test results – 1 July 2024 to 30 June 2025
View a summary of water testing results(PDF, 317KB) undertaken at customers’ taps in 2024-25.
More information about water quality is available in:
2. Water supply services
For water supply services these are:
Priority 1
Response times: 1 hour (business hours) / 2 hours (after hours)
- Pump station failure
- Water Treatment Plant malfunction
- Valve failure
- Major main break
- Failure of property connection
Priority 2
Response times: 2 hours (business hours) / 4 hours (after hours)
- Minor main break
- Leaking property connection
- Telemetry failure
- Partial valve failure
Priority 3
Response time: 1 working day
- Leak from water main
- Leak from hydrant
- Partial failure of property connection
Priority 4
Response time: within 2 weeks
- Minor problem or complaint which can be dealt with at a time convenient to customer and Council - for example, a minor leak in a water service
3. Sewerage Services
We aim to supply you with a sewerage service which is reliable and continuous and is operated in an environmentally responsible manner
For sewerage services these are:
Priority 1
Response times: 1 hour (business hours) / 2 hours (after hours)
- Break, collapse, blockage, overloading of system, failure of pumping station
Priority 2
Response times: 2 hours (business hours) / 4 hours (after hours)
- Cracked pipe or partial blockage of the sewer
Priority 3
Response time: 1 working day
- Sudden extra hydraulic load which backs up but then clears itself
- Partial main blockage
- Partial house service blockage
- Broken junction connection
Priority 4
Response time: within 2 weeks
- A minor problem or complaint which can be dealt with at a time convenient to customer and Council - for example, adjustments to manholes
4. Liquid trade waste
We will accept liquid trade waste only when it is safe to do so and you have an agreement with us.
5. Continuous service
We will give you two working days’ notice of our intention to interrupt, postpone or limit water or sewerage services to your property for planned maintenance works. We will also advise you how long the service will be interrupted.
Unplanned interruption
Council will ensure there are no more than five unplanned interruptions to your water supply and no more than three unplanned interruptions to your sewerage service in any year.
In the event of an emergency or an unplanned interruption to your water supply or sewerage service, we will try to contact you if access is required to your property to carry out repairs to the water main or sewer.
6. Our priorities
Kempsey Shire Council Water Services prioritises the response to water and sewerage systems failure that may occur from time to time.
Per- and polyfluoroalkyl substances (PFAS) and drinking water
In October and December 2024, Kempsey Shire Council screened for PFAS compounds in treated tap water at each of our eight Water Treatment Plants, servicing the Kempsey and the Lower Macleay area, the coastal towns of Crescent Head, Hat Head, South West Rocks and Stuarts Point as well as our upriver villages - Willawarrin, Bellbrook and the Thunggutti Aboriginal Community.
Trained Council staff collected the water samples and Sydney Water Laboratory Services, which is accredited with the National Association of Testing Authorities (NATA), conducted the testing.
The laboratory recorded the PFAS testing results returned below the laboratory limits of quantification.
View a summary of PFAS testing undertaken at each of our treatment facilities in October and December 2024.
PFAS-Drinking-Water-Quality-Results.pdf(PDF, 216KB)
Next steps in relation to PFAS
Council is working with NSW Health to determine ongoing water quality monitoring activities, including the frequency of PFAS testing, within its tap water supply systems.
Frequently asked questions
What is PFAS?
PFAS are human-made chemicals commonly used to make products that resist heat, stains, grease and water.
PFAS substances have been manufactured in the United States, Europe and Asia since the 1950s. While they are not made in Australia, they have been widely used here in industrial and consumer products such as frying pans, make-up, sunscreen, clothes, food packaging, firefighting foams, pesticides, fertilisers, carpet, paint, and other everyday items.
To find out more visit NSW Health - PFAS
Who sets standards for PFAS and safe drinking water?
The National Health and Medical Research Council (NHMRC) through the Australian Drinking Water Guidelines.
Additional PFAS information
For more details about PFAS in NSW visit NSW Health - PFAS
The National Health and Medical Research Council (NHMRC) statement on PFAS can be viewed at NHMRC Statement: Per- and polyfluoroalkyl substances (PFAS) in drinking water | NHMRC