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Frequently asked Questions
Use the following links to find answers to the most frequently asked questions. If you dont find your question here, please call Rous Water on 6621 8055 and ask to speak to our Customer Service section otherwise please click here for the General Enquiries Form, which you can enter your question and it will be emailed to us directly.
What do I do if.?
I have no water
I have a water quality problem
A septic tank is leaking into a water catchment area
Herbicides and pesticides are being irresponsibly sprayed in a catchment area
I want to have my say about something that concerns me
I would like to hold an event at Rocky Creek Dam
I want to get a water service connection to my property
I need to find out where the Rous Water main goes through my property
I have a Rous Water easement on my property
I want to install a rainwater tank
I am doing a school project on water
Why, what and when?
What rebates are available for water tanks, washing machines, and other water saving appliances?
Is there fluoride in the water?
Why does my water taste or smell strange?
Why is there chlorine in the water?
What chemicals are used in the water treatment process?
How is our water treated?
How hard is our water?
Why is the new Pacific Highway going through the Emigrant Creek Dam catchment area?
What can and cant people do in drinking water catchments?
What can and cant people do at the water supply dams?
Why do we need to pump water out of Wilsons River?
Whens the Lismore Source (Wilsons River Source) coming on?
Is Dunoon Dam still planned?
Is Rous Water a business corporation?
Whats happening with Perrandenya?
How full is Rocky Creek Dam or Emigrant Creek Dam at the moment?
My household is using . litres of water each water bill, is that a lot? How does it compare with the average?
Why do we need to save water even though the dams are full?
Why do we need to save water? Why can't Rous Water just build a new dam?
Does Rous Water use pesticides in its operations?
WHAT DO I DO?
1. I have no water, what do I do?
Check the tap at your water meter to ensure that it is in the ON position. If the tap is open and you still have no water then you will need to call your water supplier for assistance. To find out which is your supplier have a look at your water bill, and if you are billed by Rous Water, call us on 02 6621 8055. For customers of Lismore Water, Richmond Valley, Ballina and Byron Councils, you should contact them directly.
2. I have a water quality problem, what do I do?
Find out whether you are supplied your water by your local council or directly from Rous Water. To do this, have a look at your water bill, and if you are billed by Rous Water, any water quality issues should be reported to Rous Water by calling 66218055.
For customers of Lismore Water, Richmond Valley, Ballina and Byron Councils, water quality issues should be reported to your local Council.
3. A septic tank is leaking into a water catchment area, what do I do?
If a septic tank is leaking into a water catchment area, you should report it to your local Council.
Effluent from on-site wastewater management systems can pose environmental, public health or agricultural resource risks if not managed appropriately. Your local council is responsible for the monitoring, management and regulation of on-site sewage management within its local government area. Under the Local Government Act, your local council has a responsibility to regulate the installation and ongoing operation of on-site sewage management systems and establish performance standards for the protection of public health and prevention of environmental damage.
4. Herbicides and pesticides are being irresponsibly sprayed in a catchment area, what do I do?
If you feel that herbicides and pesticides are being irresponsibly used in a catchment area, you should report this to your local council.
To protect the natural environment, human health and agricultural enterprises, herbicides and pesticides and often used to control noxious and environmental weeds, and certain pest species. A pesticide is any substance or mixture of substances used to destroy, suppress or alter the life cycle of any pest. A pesticide can be a naturally derived or synthetically produced substance. A pesticide can also be an organism. Pesticides include herbicides, fungicides, insecticides, fumigants, bactericides, rodenticides, baits, lures, repellents and pesticides used on animals to control external parasites. A herbicide is a chemical product that has the primary purpose to kill, stunt or inhibit the growth of plants.
Herbicides and pesticides can adversely affect water quality by changing the chemistry of the water. They can be toxic to non-target species, contaminate sediments, accumulate in the food chain and affect ecosystem processes. Pollution of waters by herbicides and pesticides can cause significant environmental harm and can also harm humans and stock. It is also an offence under the Protection of the Environment Operations Act to pollute waters.
If you use a herbicide in accordance with the conditions on the label, pollution of waters should not occur.
5. I want to have my say about something that concerns me, what do I do?
Click here to connect you to a General Enquiries Form which will automatically be sent to Rous Water Customer Service.
6. I would like to hold an event at Rocky Creek Dam, what do I do?
Rous Water does allow small-scale events to be conducted in the parklands at the Rous Water Rainforest Reserve, Rocky Creek Dam. Events should be of a small-scale and low-key nature, and represent no risk to water quality or catchment health. Events should be of a low key nature and not make use of amplified music. There is no power available at the site for this purpose. These suitability of events is assessed by Rous Water on a case-by-case basis.
Click here if you would like to contact Rous Water regarding a proposed event.
7. How do I get a water service connection to my property?
Rous Water has a network of water pipelines traversing many rural areas. Where pipelines traverse or are adjacent to properties it may be possible to connect to the pipeline. To find out whether it is possible for your property to connect to water it will be necessary for you to contact the Operational Services Department at Rous Water on 66218055 or email water@rouswater.nsw.gov.au
8. I need to find out where the Rous Water main goes through my property. What do I do?
Rous Water has a network of water pipelines traversing many rural areas. To prevent damage to these pipelines it is essential that landholders obtain a water main location prior to starting any works such as fencing, excavation and the like.
Inquiries should be directed to Rous Waters Operational Services Department on 66218055 or email water@rouswater.nsw.gov.au (Please Do not call Dial Before You Dig as Rous Water is not a member of this service.)
9. I have a Rous Water easement on my property. What does this mean?
Rous Water pipelines are normally protected by easements that prevent certain activities such as the construction of any structure over the easement. Easements allow the legal right for Rous Water to traverse properties with pipelines.
To find out the details of any Rous Water easement traversing your property it will be necessary for you to contact the Operational Services Department at Rous Water on 66218055 or email water@rouswater.nsw.gov.au
10. I want to install a rainwater tank. What do I do?
11. I am doing a school project on water. What do I do?
Click here to find out all about water.
WHY, WHAT AND WHEN?
1. What rebates are available for water tanks, washing machines, and other water saving appliances?
Click here to find out about the latest rebates.
2. Is there fluoride in the water?
Our testing indicates that fluoride is not a naturally occurring substance in our water supply. At the request of the respective Councils, Rous Water will be adding fluoride to the water supplied to Lismore City and Richmond Valley councils.
3. Why does my water taste or smell strange?
The Australian Drinking Water Guidelines (ADWG) states that the guideline for taste and odour of drinking water should be that it is acceptable to most people. Sometimes there may be a strong chlorine taste or smell. Tastes and odours can come from a variety of sources such as algae blooms, or cross connections. If you notice any unusual tastes and/or odours or are concerned about the quality of your water then call Rous Water on 02 6621 8055.
4. Why is there chlorine in the water?
Chlorine is used as a residual disinfectant to ensure safe drinking water to the end user.
5. What chemicals are used in the water treatment process?
6. How is our water treated?
For details on Nightcap Treatment Plant process please click here.
For details on Emigrant Creek Water Treatment Plant process please click here.
7. How hard is our water?
Our raw water is very soft (5-10mg/L as Calcium Carbonate) and it is treated to raise the hardness to 40-60mg/L as CaCO3 . Even with treatment the water is still classified as soft and if you are installing a dishwasher you should use the softest setting.
8. Why is the new Pacific Highway going through the Emigrant Creek Dam catchment area?
The Roads and Traffic Authority (RTA) has announced that the preferred route for the Tintenbar to Ewingsdale upgrade of the Pacific Highway traverses the water catchment areas of Emigrant Creek Dam as well as the Wilsons River Source.
During 2001, Rous Water carried out a comprehensive Drinking Water Quality Risk Assessment for Emigrant Creek Dam water supply system. This assessment identified a number of significant water quality risks in the catchment including the existing Pacific Highway. Risks from the highway arise from the potential for accidents causing spillage and runoff of stormwater from the roadways.
To ensure the viability of Emigrant Creek Dam and the Wilsons River Source as long term water supplies, Rous Water has requested that the RTA conduct detailed assessment of the generation, transport, transformation and fate of all contaminants generated by the upgraded highway in order to ensure that contaminant inputs to the catchment systems are reduced to an acceptable level based on conservative ecological and human health criteria. Based on this assessment the RTA shall then demonstrate and ensure that the upgraded highway is designed, constructed and maintained in a manner which ensures that the level of residual risk to environmental and public health in these locations is acceptable.
Rous Water is concerned about the extent of any disturbance to the catchment during construction and operation of the upgraded highway that has the potential to affect the quantity and quality of surface water and groundwater resources. Such disturbances can lead to negative impacts to associated aquatic ecosystems and riparian environments, and should be mitigated against by the most comprehensive of consent conditions.
9. What can and cant people do in drinking water catchments?
Water is a valuable resource and good water quality is a necessity for life. There is a great need to preserve and maintain water quality especially in designated water supply catchments. Planning and development provisions contained in the local environmental plans of the local council determine what activities are permissible in water catchment areas. As these catchments are a valued resource, Rous Water adopts a preventative management approach to the review of catchment activities in order to protect water quality. By implementing suitable planning controls within the catchments in association with the local council, we are able to better protect water quality and lessen any potential threats to the water supply. In order to determine what activities are permissible in a designated water supply catchment, contact your local council.
Click here for information about activities permitted in the Rocky Creek Dam catchment area.
10. What can and cant people do at the water supply dams?
Rous Water operates Rocky Creek Dam, north of Lismore, and Emigrant Creek Dam, north of Ballina, which are key water sources for the region served by Rous Water. The public reserve areas at the dams are very popular locations, and provide for a wide range of active and passive activities. All land owned by Rous Water is defined as operational land under the Local Government Act. Notwithstanding this definition, due to the regional interest in our water storages, Rous Water has historically made available a portion of this land as a public reserve for community use. This community use is made available to the public subject to a range of constraints that are put in place in order to ensure that this community use does not interfere with the key water supply functions, and to ensure that water quality is protected.
In order to minimise drinking water quality risks and maintain the optimum raw water standard at the water supply dams, Rous Water prohibits all swimming, boating, fishing, camping, and related activities within and adjacent to its water storages.
11. Why do we need to pump water out of Wilsons River?
Although Rous Water has a very successful demand management program, the growth in population means that we need to provide additional water to meet reasonable community needs. Even with the new source of water, we do not have an unlimited supply and from time to time water restrictions will be imposed. For more details click here.
12. When is the Lismore Source (Wilsons River Source) coming online?
The Wilsons River Source is operational and we are using water from it. At present we are still in the testing and fine tuning phase so there are some days when we dont pump any water whilst we make adjustments to the machinery and treatment process. Also we have had a very wet autumn so we have enough water in our dams to negate the need to take large quantities of water from the Wilsons River at present. For more details please click here.
13. Is Dunoon Dam still planned?
The Dunoon Dam proposal was adopted in 1995 as part of the Regional Future Water Strategy.
Rous Water will continue to assess the Dunoon Dam proposal as part of a suite of future water options through the development of the Future Water Strategy. This will involve an extensive community consultation program.
14. Is Rous Water a business corporation?
Rous Water is a single purpose local government authority a County Council with a primary responsibility to provide bulk water to the Council areas of Lismore (excluding Nimbin), Ballina (excluding Wardell), Byron (excluding Mullumbimby) and Richmond Valley (excluding land to the west of Coraki). Rous Water is the trading name for Rous County Council. Click here for further information.
15. Whats happening with Perrandenya?
Council resolved to review its water conservation strategy at Perradenya. We are currently looking at whether the proposed water reclamation scheme is the most suitable option if other options such as rain water tanks, grey water or stormwater recycling are more suitable. We are currently consulting the Perradenya community to determine their preferences on water conservation.
16. How full is Rocky Creek Dam or Emigrant Creek Dam at the moment?
For graphs showing water levels over the past several years, click here.
17. My household is using x litres of water each water bill, is that a lot? How does it compare with the average?
Divide your average daily household usage over this billing period by the number of people in your household to see how you compare with our target.
Our average target is about 180 litres per person per day, so how do you compare? Click here to find out ways that you can save more water.
18. Why do we need to save water even though the dams are full?
Even though the dams are full right now, it may be dry for long periods in the future. Our water saving programs encourage sustainable water use all year round, not just in times of drought.
19. Why do we need to save water? Why can't Rous Water just build a new dam?
Rous Water's long term plan includes a proposal to build a new dam on Rocky Creek near Dunoon. However, making sure that everyone is using water in a sustainable way is also part of our long-term planning. Saving water provides an alternative to building a new dam.
20. Does Rous Water use pesticides in its operations?
Rous Water uses pesticides for a range of purposes. The manner in which Rous Water uses pesticides is governed by the NSW Pesticides Act 1999 and the NSW Pesticides Regulation 1995. Additionally, Rous Water applies pesticides in accordance with the Rous Water Pesticide Notification Plan which has been adopted to meet the requirements of the above statutory instruments. For more information on the Rous Water Pesticide Notification Plan Click Here.