FAQs

Our new Customer Commitment Statement does not directly impact on water and wastewater fees and charges. Updating the statement better aligns Logan Water’s customer focus and key service standards. This will enhance our efficiency in measuring progress, identifying areas for improvement, and result in better informed decisions.

The Customer Commitment Statement’s updated target performance is based on results achieved in previous years. 

The table below outlines our key customer service standards performance from the last 2 financial years:

Fluoride is added to our drinking water by Seqwater - the bulk supply entity who source and treat South-East Queensland’s drinking water. Seqwater adds fluoride to the water supplied to the City of Logan at a concentration of 0.8 ppm (0.8 mg/L), as recommended by Queensland Health. Additional information regarding Seqwater’s management of fluoride is available here.

Fluoridation is supported by many peak health bodies including the National Health and Medical Research Council (NHMRC), the Australian Dental Association, the Australian Medical Association, and the World Health Organization. Fluoridation in Queensland is regulated in accordance with the Water Fluoridation Act 2008 and Water Fluoridation Regulation 2020.

While Logan City Council does not add fluoride to the water, we are required to test for it to ensure levels do not exceed the health limit set by the NHMRC. To learn more about our drinking water quality monitoring, visit: Drinking water quality monitoring

A leak within your property may not be obvious and could go unnoticed if you do not regularly keep a record of your water meter readings. Council only conducts water meter readings on residential properties every 3 months. If there is a noticeable difference between these water meter readings, Council will advise the property owner of high water usage.

Residents should take regular readings of their water meters to check for higher than expected water usage and possible leaks within their property.

For more information on how to check for leaks and the concealed leaks remission visit: logan.qld.gov.au/waterleaks

Logan Water has conducted a trial for the use of digital water meters and will assess the benefits from this trial before considering a wider rollout. Costs and technology of meter reading options change over time and replacing every water meter in the city is a significant investment.

Logan Water also looks at the water meter readings it obtains and advises property owners where there is a noticeable difference in the readings that could potentially be due to an internal water leak.  Because Logan Water only conducts readings on residential property every three months, the lost of water from an internal leak between water meter readings could be significant. Logan Water provides information on how to read your water meter and check for leaks on the Council website.   

We are continually monitoring performance of the water and wastewater networks. When a new development is proposed, the capacity of the networks is assessed, taking into consideration changes in water consumption and land use densities. Service for existing properties is not to be diminished below the standard of service as a result of any new development.

Infrastructure charges are paid by developers for existing and future trunk infrastructure works. Developers may be required to pay for the operation and maintenance costs of infrastructure where their development is considered to be ahead of Council planning. In all other instances, the ratepayer would pay for the operation and maintenance of the water and wastewater networks.

All residents impacted by planned water outages will be notified by letter, at least 2 days prior to the work taking place. To view our planned service interruptions, visit: logan.qld.gov.au/water-service-impacts

Unfortunately, we are not able to notify residents where a sudden unplanned water outage occurs.

All water and wastewater impacts in Logan are viewable on the My Property tool: myproperty.logan.qld.gov.au

If you experience an issue related to water pressure, discoloured water, billing, or other concerns, please report this to Council on 3412 3412.

For more information on plumbing approvals call 3412 4840 or visit: logan.qld.gov.au/building

For more information on stormwater related issues, visit: logan.qld.gov.au/stormwater-drainage-easement

To report stormwater pollution, visit: logan.qld.gov.au/stormwater-pollution