Fact Sheet 7 Investigating Taste and Odour Complaints

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WSAA Materials Facts Sheet No: 7 TABLE 1 COMMON TASTE AND ODOUR COMPLAINTS IN THE HOME AND APARTMENT, USEFUL QUESTIONS TO ASK, POSSIBLE CAUSES AND SOLUTIONS 1 Note 1 The front garden tap should be used to sample the reticulated drinking water, i.e. the drinking water supplied by the Water Agency to the Customer and the front garden tap for the purposes of investigation of taste and odour complaints can be taken to be the changeover point in responsibility. If the point source of the taste and odour problem is within a Customer’s property, it is the Customer’s responsibility to employ a licensed plumber to fix the problem within their system. In the case of high-rise residential complexes and office buildings, the water should be sampled as close as practicable to the water main connection. Note 2 The general questions used in example 2 may be used for all complaints and enquiries Complaint 2 1. Chlorine Smell / Chlorine taste (may be perceived as ‘medicinal’ or ‘metallic taste’) Examples of questions to ask Which tap(s) does the smell come from? Does the smell come from the hot and/or cold water taps? What time of day does it occur? Possible Causes Actions/Solutions Comments The mixing of hot and cold water from running a bath or shower may cause a chlorine vapour with a strong smell. Increased chlorine or chloramine levels from primary or secondary treatment. May not be high chlorine, but rather comparatively low FCR and high TCR (i.e. chloramines) Ensure that chlorine disinfectant levels to the residence are within acceptable limits. Flush taps first thing in the morning to dissipate the smell. Leave drinking water in a jug to stand for a few minutes until chlorine dissipates. Vigorous shaking or stirring will accelerate dissipation. Obsolete Issue 1 Page 4 of 8 15 October 2003 Often can be resolved over the phone without visiting the property. Investigate possible causes of elevated chlorine in area - check distance of property from chlorination plant, check if nearby main has been flushed and chlorinated recently, check if chlorine tablet dosing of supply reservoir has occurred recently. To get the FCR and TCR closer together (i.e. FCR close to 80-90% of TCR), remove organics from mains by flushing and/or scouring.
WSAA Materials Facts Sheet No: 7 Complaint 2 2. Undrinkable water 3. Funny, metallic, plastic smell / taste in tea / coffee Examples of questions to ask Which tap is the Customer drinking from? Is it the hot or cold water tap? What time of day does the problem occur? Is the problem persistent or intermittent? Has the Customer recently moved from one part of the city to another? Has a new kettle been purchased recently? If so is it of the plastic variety? Possible Causes Actions/Solutions Comments Unauthorised plumbing products (plastic pipes, taps, mixers, flexible hoses, appliance hoses) that have not been passed as suitable for contact with drinking water. Sometimes used in kitchen and bathroom renovations and/or extensions. If the bad taste is isolated to one particular tap investigate possible causes, e.g. dishwasher or mixer tap flexible hoses are documented sources of bad tastes in drinking water at the kitchen tap. Similarly, clothes washing machine flexible hoses can be the culprits, especially if the machine is installed in the kitchen (becoming more common in studio apartments). Problem may be more pronounced in summer months when plumbing pipework in roof cavity is heated. The 'new' plastic reacting to the heat when water is boiled. Ask the Customer to turn the stop valve off on the dishwasher when not in use. If the Customer cannot taste / smell the 'bad' water it is the dishwasher hose. Look for flexible hoses (generally stainless steel braided rubber hoses) that connect the kitchen and/or bathroom taps to the plumbing system. These hoses should be authorised and bear a WaterMark sticker. If hoses are unauthorised, suggest that the Customer contact the plumber who installed them for replacement. Otherwise suggest that the Customer contact a licensed plumber to install authorised flexible hoses. The customer should also check the water quality at the front tap. If no source can be found, sampling may be required. Obsolete Ask Customer to refill and boil water in the kettle several times, before making tea / coffee. Otherwise return kettle and purchase another brand. Issue 1 Page 5 of 8 15 October 2003 Water generally perceived as ‘undrinkable’ could be caused by many factors and ‘descriptors’ should be used to narrow down the possible causes (see Figure 1). If sampling is warranted, request the Water Quality Technician to investigate. Customer should engage a licensed plumber if replacement of plumbing items required. Complaints on plumbers installing unauthorised products should be directed to the plumbing regulator. Usually resolved over the phone.
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Fact Sheet 7 Investigating Taste and Odour Complaints

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