A question about moving house, a suspected leak beside a footpath or a sudden loss of water: the calls coming into Unitywater’s customer contact centres can start with an ordinary household problem and end with a job for crews out in the field.
At Mango Hill and Maroochydore, customer service staff answered more than 102,000 phone calls in 2025–26, averaging 403 every weekday across the two locations. They also handled 28,000 emails and welcomed people at their service counters.
For North Lakes and Mango Hill residents, the Anzac Avenue centre provides a local point of contact for a utility serving more than 950,000 people across Moreton Bay, the Sunshine Coast and Noosa. At the Maroochydore centre, customer service officer Lynsey has been helping customers for nine years.
The release does not detail Lynsey’s individual calls. But it does show what keeps the wider team busy — and one of the recurring enquiries may surprise people who have recently moved.
The moving-house question
With contracts, removalists and electricity accounts to organise, buyers and sellers often ring to ask whether they need to arrange a new water connection. Usually, they do not.
Unitywater Executive Manager Customer Experience Katherine Gee said water and wastewater services remain connected when a property changes hands, with account arrangements transferred through the settlement process.
“We’re always happy to hear from customers and help them with water and wastewater enquiries, but when you’re moving, buying or selling a house, you can cross contacting us off your moving checklist,” she said.
That does not mean water charges can be ignored at settlement. Buyers and sellers should still have their conveyancers check the relevant account adjustments and outstanding charges.
When the call is about a leak
Other enquiries are more urgent. Water collecting on a roadway, a suspected pipe leak or taps suddenly running dry can prompt residents to contact Unitywater.
“Reporting suspected leaks is one of our most frequent calls,” Ms Gee said.
“We appreciate members of the community who report suspected leaks, whether at your property, along a road or pathway, or near Unitywater infrastructure – these reports help our crews attend the site and carry out any required repairs faster.”
Reports of no water are also common. Supply can be interrupted for planned works or by unexpected faults, and Unitywater says its outage map lists affected streets or suburbs and expected restoration times once an interruption is known.
Residents can report faults online, with submissions monitored around the clock by Unitywater’s control room. That means the reporting process continues well beyond the ordinary customer service shift.
Behind the Phones at Unitywater
Figures for the combined Mango Hill and Maroochydore customer contact centres, 2025–26.
General enquiries: 8am–5pm Monday to Friday, excluding public holidays
Reception counters: 8.30am–4.30pm weekdays, excluding public holidays
Faults and emergencies: 24/7 on 1300 086 489
Online fault reports: unitywater.com/faults
Source: Unitywater media release, 8 October 2026; contact hours verified against Unitywater’s website.
The work beyond the conversation
The person answering the phone is one part of a much bigger operation. Unitywater maintains more than $4.3 billion in water, wastewater and recycled-water infrastructure across about 5,500 square kilometres, with more than 800 employees across its service region.
A call about a move might be answered with straightforward advice. A report about a leak or outage may help direct attention to a fault requiring field crews. The mix explains why a customer contact centre is more than a place to ask about bills.
General enquiries are handled from 8am to 5pm on weekdays, excluding public holidays. Faults can be reported on 1300 086 489 at any hour — because water problems rarely arrive at a convenient time.
Published 8-Oct-2026
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