Frequently asked questions
Note: If you are applying online to extend a water supply work and/or water use approval please refer to the relevant frequently asked questions
1. Where do I go to apply and pay online?
You can apply and pay online using our Water Applications Online service.
2. How do I save an online application as a draft and resume it later?
If you're not able to complete an online application in one sitting, it's easy to save and resume the application at a later date.
To save your application as a draft, press the 'Save Draft' button at the bottom of the online application form page and make a note of the unique reference number subsequently provided to you on screen. It is made up of 8 characters (using both letters and numbers, for example: 10s4dq67).
If you would like a copy of the reference number to be emailed to you, enter your email address in the field provided on the screen after you saved the draft and a copy of the reference number will be emailed to this email address.
To resume your draft application, go to Water Applications Online, select 'Continue application' and enter the reference number you received by email and/or on screen when you first saved your draft application.
If you forget or have lost the reference number for a draft online application please contact us on 1800 353 104.
3. Why do I have to print out a hard copy of the completed online application form for holders' signatures?
Authentication of holders for some online applications is currently unavailable so a physical signature is required. Thus applicants need to print an online application form once it is completed to provide signatures before submitting the application by post.
The Office of Water is currently making improvements to Water Applications Online to enable online authentication of applicants.
4. Will I receive notification that my completed application has been submitted successfully online?
Yes. Once the Office of Water receives your online payment, you will be notified on screen that your completed application has been submitted.
Additionally, if you have provided a valid email address in your application, we will notify you by email we have received your application.
You will be provided with a unique application number both on screen and in the email (if you received one) that identifies your submitted application (note: this application number is different to the reference number you may have received if you saved an application as a draft – see question 2).
5. Can I view my online application once it has been completed and submitted?
Yes. To view your completed application, go to Water Applications Online and select 'View completed application'.
Enter the application number you received by email and/or on screen when you submitted your application.
6. What if I need to change something on my application I submitted?
You can only make edits to online applications that have been saved as a draft. You cannot make edits to your online application once it has been completed and submitted for processing. If you've already submitted your application and need to change it, please contact us on 1800 353 104.
7. What happens after the Office of Water receives my application?
Applications will be assessed according to the Office of Water's assessment procedures. A Water Regulation Officer will contact you if we need more information.
If you applied for a water access licence, the Office of Water will determine to either grant a water access licence with appropriate conditions or refuse to grant the licence. The Office of Water will advise you by letter of the result of your application, known as the notice of determination. For further information, go to Water Licensing > About licences > Water access licences > Applying for a new water access licence.
If you applied to undertake a dealing, the Office will determine to either grant or refuse the dealing. You will receive a notice of determination and if granted, a statement of conditions and a notification form for registering the dealing with Land and Property Information (LPI). For further information, go to Water Licensing > Dealings and trade > Dealings process
8. How can I track the progress of my submitted application?
To track your submitted application, go to Water Applications Online and select 'Track completed application' .
Enter the application number you received by email or on screen when you submitted your application.
Applications are assessed in six stages. You can check the stage of your application in the table shown on screen.
You can also track your submitted application using our trackNOW iPhone app (see question 9 below).
9. How can I check the progress of my application using the trackNOW iPhone app?
To track your submitted application using the trackNOW iPhone app, download the free app from the Apple store.
|Download 'trackNOW'||Apple, the Apple logo, iPhone, iPad, and iPod touch are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.|
Enter the unique application number you received by email or on screen when you submitted your application.
There are six stages in the assessment of your application. You will be able to see the stage of your application in the table shown on screen.
You will also be automatically notified of the progress of your application during the assessment process.
10. How much will it cost?
The fees are the same, regardless of whether you pay online, in person or by mail. If you are applying online, the relevant fees will be automatically listed in your application.
Find more information on:
- Application fees for access licences and approvals under the Water Management Act 2000 (PDF 171 KB)
- Fees and charges
11. What are the payment options for online services?
We only accept MasterCard and Visa credit cards.
12. Will I receive a receipt/tax invoice?
A receipt/tax invoice will appear on screen when you complete the application online. You should print a copy of this for your records. If the receipt page does not appear please contact us on 1800 353 104.
13. What if there is a power outage or the screen freezes?
If you experience computer problems during a transaction, you must restart the transaction process. If you have saved a draft you can use your unique draft application number to continue your application (see question 2). If you have already progressed to the 'confirmation of payment' screen, you should contact us on 1800 353 104 as your payment may have been processed.
14. What if there's an error?
You will receive an error message if any of the information you have provided in your online application is incomplete or does not match Office of Water records. Your transaction will not be processed.
If you experience any difficulties during the online application process, you can contact us on 1800 353 104.
15. Our security commitment to you
The NSW Office of Water website uses the most up-to-date Secure Socket Layer (SSL) encryption. More information on security is available under Privacy and security.