Financial assistance

We understand that it is sometimes difficult to pay bills on time. We have a range of flexible payment assistance options that can be tailored to meet your needs.

You can trust that our team will always handle your enquiry in confidence and with fairness and compassion. We look at every situation on a case-by-case basis and will treat you with respect and sensitivity.

Having trouble paying your bill?

Request a payment extension

Need a little bit more time to pay your bill? You have the option of extending your bill due date by 14 days of its original due date.

You can extend your bill due date either in My Water or by phoning us on 1300 659 752. Please make sure you have your bill handy.

Payment plans

We are able to negotiate a payment plan that is suitable for your circumstances and capacity to pay.

Please phone us on 13 13 85 to discuss a payment plan that's right for you.

If you are a tenant experiencing financial difficulty, you should contact us as soon as possible to discuss your options and individual situation.

We will negotiate a proposed payment plan with you and notify the land owner on your behalf, as their consent is required for the plan to proceed. A reduced interest rate may apply. We can also provide you with assistance and information on ways to manage future water use.

As a service to landlords we will issue accounts to either the agent or the tenant on request. By authorising us to do this, we will discuss matters in relation to the water use bills with the tenant. If your tenant contacts us to request a payment plan, we will inform you of the proposed plan. However, this does not affect your liability for charges. 

Where the account is sent to anyone else other than you and remains unpaid after the due date, recovery action will commence. If you are having payment difficulties, please contact as soon as possible to discuss a suitable payment plan.

Experiencing financial hardship

If paying your water charges will affect your ability to meet basic living expenses you may be in financial hardship. 

This may be due to a temporary situation, like an unexpected emergency or a sudden change in income or living arrangement. For others it may be longer term. 

If you are experiencing financial hardship, contact us as soon as possible to discuss your situation. We can offer you a payment plan free of interest over an extended period of time if you agree and maintain the arrangement.

Other financial assistance options

HUGS is a State Government scheme which provides financial assistance to help people with financial difficulties pay their water, gas and electricity bills.

If you have the intention but not the financial capacity to pay your account without affecting your ability to meet basic living needs for you or your family, you are considered to be in utility financial hardship.

Find out more about HUGS

To apply, please phone us so we can talk through your situation with you.

Water Assist is our financial assistance scheme which aims to provide our customers in utility financial hardship with an incentive to make regular payments to overdue accounts.

Please phone us to discuss Water Assist.

If you are eligible we will refer you to a financial counsellor who will assess your situation and complete the Water Assist application.

Our staff are trained to be sensitive and supportive and your enquiry will be handled in confidence and fairness.

More information

Read our brochure

Read our Financial Hardship Policy

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Call 13 13 85 and ask for account enquiries
Account enquiries 8am–5pm weekdays
13 13 85