The Customer Service Standard  for Water and Wastewater was adopted by Council at its meeting on Tuesday 28th April 2015 and is now available for viewing on the Burdekin Shire Council website using the following link:

Alternatively a hard copy can be collected from Council’s Customer Service Centre. The Customer Service Standard is required to be reviewed by Council every five years.

For further information or queries, please contact Council’s Customer Service Centre on (07) 4783 9800 between the hours of 8am and 5pm.

Responding to Water and Wastewater Service Requests

Council provides a Customer Service System that enables it to register water or waste water 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.

Contacting the Council

To contact the council about a Water or Wastewater issue …

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

Google Map
145 Young Street,
Ayr Qld 4807
Postal AddressPO Box 974
Ayr Qld 4807
Opening hours8am – 5pm, Monday to Friday (except Public Holidays)
(07) 4783 9800 – Business hours
(07) 4783 9800 – After hours (the same number)
Fax(07) 4783 9999
OnlineUse the Online Contact Form

Building Certification and Plumbing Officers

Early OpeningPlease phone (07) 4783 9942 if you need to 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.

Privacy Notice

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.

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