Burdekin Shire Council is committed to providing our customers with continuous, high quality water and wastewater (sewerage) services. Burdekin Shire Council has developed customer service standards in the key performance areas of: Continuity of supply Quality of water Adequacy of water supply Effective transport of waste/effluent We plan to assess compliance to these standards annually [...]Preview...Hide...
Burdekin Shire Council is committed to providing our customers with continuous, high quality water and wastewater (sewerage) services.
Burdekin Shire Council has developed customer service standards in the key performance areas of:
- Continuity of supply
- Quality of water
- Adequacy of water supply
- Effective transport of waste/effluent
We plan to assess compliance to these standards annually and produce a written report on our performance.
Shared Rights & Responsibilities
Burdekin Shire Council and its customers have rights and responsibilities associated with the provision and use of water and wastewater services. These include:
- Council has the right to interrupt, postpone or limit the supply of services in situations when:
- infrastructure is damaged or requires inspection, maintenance, repair or replacement;
- in the event of drought or as part of demand management needs;
- in the event of fire, flood, cyclone, power shortage or other emergencies.
- Council has the authority to ask customers to correct faults in their plumbing, remove any structures, concrete, trees or vegetation that impede infrastructure or the accessibility of water meters.
- Should the customer not rectify any faults or improper equipment connected to Council’s infrastructure or not remove any structure or vegetation as requested by Council within the specified time frame, Council has the authority under the Water Act 2000, to enter private property, carry out the required work and recover all costs from the owner.
- Authorised Council employees or their representatives have the right to enter private property to read water meters, gain access to Council infrastructure, or in situations deemed to be emergencies.
- Council employees and representatives are required to carry and show customers a current indentification tag. Access to residential properties can only occur between 7.30am and 6.00pm except in an emergency, or if a breach of legislation is suspected.
- Council is responsible for maintaining water meters and pipes between the water main and the meter. Any plumbing on the property side of the meter is the Customers responsibility. Customers connection to a water meter must be by a licensed plumber and in copper or galvanised pipe. PVC or Poly pipe is not acceptable. Wastewater and trade waste customers are responsible for maintaining all plumbing and fixtures to the point where they connect with Council’s infrastructure.
- Council has the right to recover all costs from the property owner for damage by the property owner or third party to any Council infrastructure such as water services and meters.
Responding to Water and Wastewater Service Requests
Council provides a Customer Service System that enables it to register water or wastewater system faults, and arrange to have these fixed.
System faults include damaged water and wastewater mains, blocked wastewater mains and faulty water meters including the isolating stopcock.
This service does not include faults associated with water and wastewater plumbing within your property.
The after hours service relies on phone calls initially being placed to (07) 4783 9800 which are then relayed to the after hours service provider by following the keypad instructions in the recorded message.
If cockroaches are causing you a problem, Council may be able to help by spraying the manholes surrounding your property.Preview...Hide...
If cockroaches are causing you a problem, Council may be able to help by spraying the manholes surrounding your property.
Particularly in the summer months cockroaches can be a major problem in the home. If you are having a problem with cockroaches Council will fumigate up to five (5) manholes in the vicinity of your property. This is a free service provided by Council. This work is carried out by a private contractor once they receive direction from Council.
Keep in mind Council will only fumigate manholes once a year. Fumigation of the manholes will not kill all of the cockroaches, only the majority of those in the manhole at the time of fumigation. To properly treat cockroaches it is recommended to have your property treated at the same time at your own expense.
Who to Contact
As part of the sewerage network, Council operates a number of sewerage pump stations. Residents may have a sewerage manhole inside their property.Preview...Hide...
Click on the following link for information on Waste Water (Sewage) treatment plants.
As part of the sewerage network, Council operates a number of sewerage pump stations, thirty-one in Ayr, seven in Brandon and eleven in Home Hill. Each pump station has a duty and standby pump to meet operational requirements and minimize possibility of sewage overflow.
It is not acceptable to flush foreign objects into the sewerage system via toilets or manholes. Items such as clothing, disposable nappies, rags etc. cause pump blockages and major damage to pump station installations and compromise network integrity.
Residents may have a sewerage manhole inside their property. From time to time Council requires access to the sewerage manhole for maintenance purposes. Areas surrounding the manhole should be kept clean and clear of any obstructions which would hinder access by Council employees or contractors. Where-ever possible, Council notifies the owner/occupier in advance of works required to be undertaken.
It is an offence for residents to drain any stormwater from their property into sewerage manholes or the sewerage system.
Trade waste is any liquid waste generated by industry, small business and commercial enterprise other than domestic sewage.Preview...Hide...
The Burdekin Shire Council provides a sewerage system primarily for the transportation and treatment of domestic sewage. The Water Supply (Safety and Reliability) Act 2008 prohibits the discharge of any waste other than domestic sewage unless the appropriate approval has been obtained from Council.
What is trade waste?
Trade waste is any liquid waste generated by industry, small business and commercial enterprise other than domestic sewage.
Who generates trade waste?
A common misconception is that trade waste is always toxic and is generated by industrial factories. In actual fact, trade waste incorporates wastewater generated by car washes, commercial kitchens, automotive repair workshops, air-conditioning units and a variety of processing operations.
The list of businesses with the potential to discharge trade waste is extensive. For more information on trade waste, including the potential generator’s of trade waste, please refer to the following:
- Trade Waste Fact Sheet - (pdf 234.49 kB)
Alternatively, Council’s Trade Waste Officer can be contacted through the Customer Service Centre to ascertain if your business has the potential to discharge trade waste.
Why does trade waste discharge need to be monitored?
The disposal of trade waste without Council approval can result in a significant disruption to Council services and added cost to the community as a whole. Illegal discharge of trade waste such as flammable liquids, greases, acids and solids often results in blockages of the sewerage system, damage of sewerage equipment and adverse impacts on the sewage treatment process.
Some examples of the problems caused by illegaly disposing of trade waste are listed below:
- Petroleum Waste (Flammable Liquids) – causes dangerous build up of gases within the sewer system
- Oil and Grease – causes blockages and offensive odours within the sewer system
- Acidic and strong chemical waste – causes corrosion of sewerage equipment including pumps, fittings and pipes
- High levels of detergent – causes foaming within sewer pipes and adversley effect the nutrient loadings during the treatment process
Who is responsible for trade waste?
Both the property owner of the premise where a business, with the potential to discharge trade waste, is situated and the business owner themselves are responsible for the discharge of trade waste to the sewer.
The business owner, in conjunction with the property owner, must ensure the appropriate trade waste pre-treatment device (dependent on the type of business) is installed on the premise. The appropriate measures associated with the discharging of trade waste (which the business generates) to the sewer must also be adhered to by the business owner.
An annual trade waste fee may apply and if so, a tax invoice will be issued to and be payable by the Property Owner each financial year.
Who to Contact
Please contact the Customer Service Centre using the Online Contact Form.
You can also contact the Customer Service Centre using one of the following methods.
Customer Service Centre Location 145 Young Street,
Ayr QLD 4807
Postal Address PO Box 974
Ayr QLD 4807
Opening hours 8am – 5pm, Monday to Friday (except Public Holidays) Phone (07) 4783 9800 – Business hours
(07) 4783 9800 – After hours (the same number)
Fax (07) 4783 9999 SMS 0437 886 008 Online Use the Online Contact Form Building Certification and Plumbing Officers Early Opening Please phone (07) 4783 9942 if you need access the Building and Plumbing Department between 7am – 8am, Monday to Friday. Media Enquiries For all media enquiries please email Compliments and Complaints
The Burdekin Shire Council is committed to an open and friendly relationship with members of our community. Whether you’re telling us what we do well, or how we can improve, your feedback is important to us.If you would like to provide a compliment or complaint regarding actions or decisions made by Council, or by one of our councillors or officers, please visit the
> Complaints, compliments and suggestions page.
We will only use personal information provided in your email to address the subject matter of your email. This may involve passing on your email to other areas within the council. We will not disclose your personal information to other government agencies, organisations or anyone else unless one of the following applies:
- you consented to the disclosure
- you would have a reasonable expectation that your personal information would be disclosed
- it is required or authorised by law
- it will prevent or lessen a serious threat to somebody’s life or health; and
- the disclosure is reasonably necessary for a law enforcement activity.
Your email address details will not be added to a mailing list. Email messages may be monitored by our information technology staff for system trouble-shooting and maintenance purposes.
Council operates two Waste Water treatment plants, one servicing the Ayr/Brandon residential area and one servicing the Home Hill residential area. Both are conventional trickling filter plants.Preview...Hide...
Council operates two licenced Waste Water treatment plants with certificates of registration as required under section 73F of the Environmental Protection Act 1994. One plant services the Ayr/Brandon residential area and one services the Home Hill residential area. Both are conventional trickling filter plants.
The Ayr/Brandon treatment plant has a design capacity of 14,000 EP (equivalent persons) with a design ADWF (Average dry weather flow) of approximately 40 litres per second or 3.5ML/day with BOD5 not to exceed 20 mg/L and non-filterable residue not to exceed 30 mg/L.
The Home Hill treatment plant has a design capacity of 4,800 EP (equivalent persons) with a design ADWF (Average dry weather flow) of approximately 14 litres per second or 1.2ML/day with BOD5 not to exceed 20 mg/L and non-filterable residue not to exceed 30 mg/L.
Section of Home Hill Treatment Plant