If your apartment or strata building has an Origin Embedded Network hot water system, it’s important to understand who’s responsible for what and how to report faults. This guide will help residents, building managers, and strata committees make the right call — saving time, money, and frustration.
🔍 What is an Origin Embedded Network Hot Water System?
In buildings with an embedded network, hot water is generated centrally—usually by a gas or electric hot water plant in a basement or rooftop plant room. The heated water is circulated to all apartments through a ring main system, with each unit fitted with an Origin-owned meter to track usage.
This setup allows Origin to bill each resident based on consumption, while the physical infrastructure is shared across the building.
🧭 Who Is Responsible for What?
| Issue | Who to Contact |
|---|---|
| No hot water in one unit | This may be an internal plumbing issue (e.g. faulty tap, valve, or tempering valve issue). Contact Water Tight Canberra directly on (02) 6195 9991 or use our online booking form for non-urgent work. |
| No hot water in multiple units or whole building | Could be a hot water plant issue (Origin) or a ring main issue (building). Contact your building manager or strata manager, or call Origin on 1800 002 438 if you’re unsure. |
| Faulty meter, billing issues, high usage spikes | These are managed directly by Origin Energy. Call 1800 002 438. |
| Pump failure or circulation issues | These components (such as ring main circulating pumps) are typically part of the ring main and are owned by the building. Contact the building manager or strata plumber. |
☎️ How to Report a Fault to Origin
If your issue relates to:
- No hot water due to a metering issue
- Faulty or damaged hot water meter
- Incorrect or unusually high bills
- Interruption in Origin’s hot water supply
Then you must contact Origin Embedded Networks directly:
📞 Origin Faults Line: 1800 002 438
Have this information ready:
- Your unit number and building address
- A short description of the problem
- Any relevant billing or meter information
⚠️ Important: Water Tight Canberra cannot respond to embedded network outages or meter issues unless we receive a job request directly from Origin.
🔧 What Happens After You Report to Origin
Once you’ve reported a fault:
- Origin investigates the issue.
- If a repair is needed, they’ll raise a Purchase Order (PO) to a preferred contractor.
- In Canberra, this is often Water Tight Canberra.
- We’ll attend to inspect and repair the fault based on Origin’s instruction.
🛠️ We are a preferred Origin contractor in the ACT but we cannot act without Origin issuing the PO.
🏘️ What if it’s a Plumbing Issue Inside Your Unit?
If your issue is:
- No hot water from a specific tap
- Low pressure in your shower
- Hot water goes cold intermittently
- Water temperature too hot or cold
These are not meter issues and are usually local plumbing faults. You can book directly with us:
📞 (02) 6195 9991
📅 Book Online
We’ll send a qualified technician to investigate and resolve your unit’s plumbing issue without delay.
📣 Strata and Building Managers – Reduce Confusion and Downtime
If you manage a building with an Origin Embedded Network:
- Make sure your residents know how to report faults correctly.
- Keep a copy of this guide on your noticeboard or resident portal.
- Consider a Preventative Maintenance Plan with Water Tight Canberra to stay on top of circulation pumps, pipework, and plant room upkeep.
We’re happy to walk your committee through who owns what and where your responsibilities start and end.
✅ Summary
- Meter issues? → Call Origin on 1800 002 438
- Internal plumbing issue? → Call Water Tight Canberra on (02) 6195 9991
- Unclear? → Start with your building manager
