Mail-out error update - 19 December

December 19, 2018

Billing processes have recommenced following a programming error that resulted in some customers incorrectly receiving invoices that were intended for other customers. The issue occurred due to a programming error. 

The mail-out error resulted in approximately 4,950 Icon Water customer invoices being sent to customers that were not the intended recipients. Approximately 140 of our customers were mistakenly delivered ‘packages’ of invoices rather than just their own water and sewerage invoice.

Icon Water is making it a priority to retrieve all misdirected invoices. Recovery of the invoices is progressing well and we will continue with these efforts.

Our customers’ privacy is of the utmost importance. We are continuing to investigate the matter in accordance with our internal procedures, which reflect the guidelines publicly issued by the Privacy Commissioner’s Office. We have advised the Privacy Commissioner’s Office of the incident.

All affected invoices will be reissued with a revised due date. 

We sincerely apologise to our customers for this issue.

Customers who require more information are encouraged to talk to us on (02) 6248 3111 (option 2) from 8 am to 6 pm, Monday to Friday.


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