Emergency Plumbing Northern Rivers: What to Do in the First 10 Minutes

A plumbing emergency doesn't wait for business hours. A burst pipe at 11pm, a sewage backup on Sunday morning, a gas leak at 2am — these situations are stressful, potentially dangerous, and the decisions you make in the first few minutes can significantly affect how much damage occurs.

This guide tells you exactly what to do — and what not to do — in the first 10 minutes of a plumbing emergency, before the plumber arrives.

The single most important thing you can do right now — before any emergency happens — is to locate and test your water and gas shutoffs.

Your main water shutoff controls all water supply to the house. Turning it off stops water flowing to a burst pipe, a leaking appliance, or any other water emergency.

Where to find it:

• Usually near the water meter, which is typically at the front of the property near the street
• Sometimes inside the house near where the main water pipe enters (under the kitchen sink, in a utility room, or in the subfloor)
• In older homes, it may be a gate valve (round handle) rather than a ball valve (lever handle)

Test it now: Turn the shutoff off and check that water stops flowing at a tap. Then turn it back on. If it's stiff or doesn't fully stop the water, call us to replace it — a shutoff valve that doesn't work is useless in an emergency.

Most modern fixtures have individual shutoffs — small valves under sinks, behind toilets, and behind washing machines. These let you isolate a single fixture without shutting off the whole house.

Know where they are: Check under each sink and behind each toilet. If any are missing or seized, have them replaced.

Your gas meter has a shutoff valve. It's usually a lever that turns 90 degrees to shut off the gas supply to the entire house.

Where to find it: At the gas meter, which is typically on the outside of the house near the street or on the side of the building.

Important: If you smell gas, don't touch the gas meter shutoff — leave the house first, then call the gas emergency line (1800 GAS GAS / 1800 427 427) from outside or from a neighbour's phone.

A burst pipe can release hundreds of litres of water in minutes. Fast action limits the damage.

Go to the main water shutoff and turn it off. Don't try to find the burst pipe first — shut off the water supply first, then investigate.

If you know which fixture or area is affected and there's an individual shutoff nearby, use that instead to minimise disruption to the rest of the house.

If the burst is on the hot water side, or if you're not sure, turn off the hot water system as well. For electric systems, switch off the circuit breaker. For gas systems, turn the gas valve to the unit to the off position.

Open the lowest taps in the house (usually outside taps or laundry taps) to drain water from the pipes. This reduces the water that will continue to flow from the burst section.

While the system drains:

• Move furniture, rugs, and valuables away from the water
• Place towels or buckets to catch dripping water
• If water is coming through the ceiling, place a bucket and puncture the ceiling at the lowest point to direct the flow (counterintuitive, but it prevents the ceiling from collapsing under the weight of pooled water)

Take photos and video of the damage before any cleanup. This is important for insurance claims.

Call Master Blasta on 0487 810 593. We're available 24/7 across the Northern Rivers. Tell us:

• What happened (burst pipe, leaking joint, etc.)
• Where the water is coming from (if you know)
• Whether you've been able to shut off the water supply

• Don't try to repair the pipe yourself — temporary fixes with tape or clamps can fail and cause further damage
• Don't turn the power back on if water has reached electrical fittings or the switchboard
• Don't use electrical appliances in flooded areas
• Don't ignore a small leak — small leaks become big leaks

A sewage backup is a health hazard. Sewage contains bacteria, viruses, and other pathogens that can cause serious illness.

Don't flush toilets, run taps, use the dishwasher, or do laundry. Every litre of water you add to the system makes the backup worse.

Sewage is a biohazard. Keep children and pets out of any area where sewage has backed up.

Don't use a plunger on a toilet that's backing up — you'll push sewage further into the system and potentially cause it to back up at other fixtures. Don't pour chemicals down the drain.

Open windows and doors to ventilate the affected area. Sewage gases (including hydrogen sulphide) can be harmful in enclosed spaces.

A sewage backup is an emergency. Call Master Blasta on 0487 810 593 — we'll respond as quickly as possible.

If sewage has backed up onto floors or surfaces:

• Take photos for insurance
• Don't walk through it unnecessarily
• If you must enter the area, wear rubber boots and gloves

Sewage-contaminated surfaces need to be properly cleaned and disinfected. Hard surfaces can be cleaned with a bleach solution (1 part bleach to 10 parts water). Soft furnishings, carpet, and porous materials that have been contaminated with sewage usually need to be discarded.

A gas leak is potentially life-threatening. Treat every suspected gas leak as a real emergency.

• Smell of gas (natural gas has a distinctive rotten egg odour added for detection)
• Hissing sound near a gas appliance or pipe
• Dead or dying vegetation in a line across the yard (underground gas leak)
• Bubbling in puddles or wet ground
• Feeling dizzy, nauseous, or having a headache when near gas appliances

Don't turn lights on or off, don't use your phone inside the house, don't operate any electrical device. A spark from a switch can ignite gas.

No matches, lighters, candles, or cigarettes.

Open them as you pass — don't stop to open them all. Get out quickly.

Don't stop to collect belongings. Get everyone (including pets) out of the house.

Once you're outside and away from the building, call the gas emergency line: 1800 GAS GAS (1800 427 427). This is a 24/7 emergency line operated by the gas network.

Also call 000 if you believe there is an immediate risk to life.

Don't go back inside until the gas network has attended and confirmed it's safe.

Once the gas network has made the situation safe, call a licensed gas fitter to locate and repair the leak. All gas work in NSW must be carried out by a licensed gas fitter — this is not a DIY repair.

Master Blasta is licensed for gas fitting work across the Northern Rivers. Call 0487 810 593 once the gas network has attended.

A blocked toilet is unpleasant but usually not an emergency — unless sewage is backing up (see above).

Don't flush again — you'll overflow the bowl.

A good plunger (cup plunger, not a flat one) can clear many toilet blockages. Place the plunger over the drain hole, ensure a good seal, and pump firmly 10–15 times. If the water level drops, the blockage has cleared — flush to confirm.

Don't use chemical drain cleaners in a toilet — they're ineffective for solid blockages and can damage the toilet. Don't try to reach into the drain. Call a plumber.

A blocked toilet becomes an emergency when:

• Sewage is backing up into other fixtures
• Multiple toilets are blocked simultaneously
• The toilet has been blocked for more than 24 hours and you have no alternative

No hot water is inconvenient but rarely an emergency — unless:

• You can smell gas near the hot water system (gas leak — treat as above)
• Water is leaking from the hot water system (shut off the water supply to the unit and call a plumber)
• The pressure relief valve is discharging continuously (shut off the water supply to the unit and call a plumber)

For a standard hot water system failure with no leaks or gas smell, call us during business hours for a same-day or next-day replacement. We carry stock of the most common systems and can usually install the same day you call.

For more on hot water systems, see our comprehensive guide: Hot Water Systems Installation in Northern Rivers.

Washing machines, dishwashers, and refrigerators with ice makers can all cause flooding if a hose fails.

Switch the appliance off at the power point.

Most washing machines and dishwashers have individual shutoff valves on the supply hoses. Turn these off.

If the appliance is not near electrical fittings and the area is not flooded, you can disconnect the supply hoses to stop the flow.

Mop up the water and document the damage for insurance.

Have the supply hoses and connections inspected before reconnecting the appliance. Washing machine hoses should be replaced every 5 years — they're a common cause of household flooding.

Once the immediate emergency is resolved, there are a few important steps:

Contact your home insurer as soon as possible. Most home insurance policies cover sudden and accidental water damage. Keep all receipts for emergency repairs and document all damage with photos.

Important: Most policies don't cover damage caused by gradual leaks or lack of maintenance. A burst pipe that fails suddenly is usually covered; a pipe that has been slowly leaking for months may not be.

Water damage that isn't properly dried out leads to mould. After any significant water event:

• Use fans and dehumidifiers to dry the affected area
• Lift wet carpet and underlay — they need to be dried or replaced
• Check inside wall cavities if water has penetrated — wet insulation and framing can harbour mould for months

Once the immediate damage is addressed, we can assess what repairs are needed and provide a written quote. For significant water damage, a restoration company may be needed to handle drying, mould remediation, and reinstatement.

We're available 24 hours a day, 7 days a week for plumbing emergencies across the Northern Rivers. When you call, you speak to Terry directly — not a call centre.

Our emergency service covers:

• Burst pipes
• Sewage backups
• Gas leaks (licensed gas fitter)
• Blocked drains causing backups
• Hot water system failures
• Flooding from appliances

We aim to be on-site within 60 minutes for emergencies in Lismore, Ballina, Byron Bay, and Casino. Response times to more remote areas may be slightly longer.

Emergency line: 0487 810 593 — available 24/7.

For more on common plumbing emergencies and how we respond, see our companion guide: Emergency Plumbing Northern Rivers: Common Emergencies & How We Respond.

Master Blasta Plumbing Services — Licence No. 230095C | ABN 87 476 153 122