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.

Request a payment extension

Need that 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.

What are my other options?

Hardship Utility Grant Scheme (HUGS)

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 Scheme

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.

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Account enquiries 8am - 5pm weekdays
13 13 85