We offer a range of support options to help residential and business customers experiencing difficulty paying their bill. Whether it's a short term extension or longer-term assistance, we have something that can help.

Extend a bill due date

If you need a little more time to pay your bill, you can extend the due date by 28 days before your account becomes overdue. Please note that this option is limited to one extension per bill.

You can extend your bill by using our online form. Make sure you have a copy of your bill handy, as you will need the bill number. You can also call us on 13 13 85, and follow the prompts we'll let you know your new due date. 

If you need more time to pay your bill, we have more options available such as our Time Assist program or flexible payment arrangements.

Time Assist

Our Time Assist program is designed to help alleviate the stress when your circumstances unexpectedly change. We’ll place your account on hold for up to 3 months while you get back on your feet. You can apply for Time Assist online, or you can contact us on 1300 650 471.

Concession customers, please note: Our Time Assist program may not be suitable for you, we advise that you call us on 1300 650 471 to discuss payment options that meet your individual needs.

Flexible payment arrangements

If you have the ability to commit to a regular payment amount then a flexible payment arrangement may be suitable for you. It offers the following;

  • Choose a payment plan that suits your circumstances
  • Suspend any reminder notices whilst you maintain the payment plan
  • Renegotiate the amount of your instalments if there is a change in your circumstances

If you are a tenant we can negotiate a plan with you but we need the owner's consent to proceed. Once we've worked out a payment plan we'll notify them on your behalf.

Please contact us on 13 13 85 to set up a payment arrangement.

Direct debit

You can select to make small regular payments to help pay your bill or reduce the size of your bill when it comes. Your chosen amount will automatically be deducted on a weekly, fortnightly or monthly basis. You can set up a direct debit using a credit card, debit card or bank account.

Keep in mind that if your bill is already close to being due, your scheduled payments may not cover the total amount due.

If you are experiencing financial stress or hardship there are other options available.

More financial assistance options

Major Fixtures Waiver for businesses

The Major Fixtures Waiver is designed to help businesses impacted by COVID-19. From 2 June 2020, businesses who are eligible for JobKeeper payments can apply for the Major Fixtures Waiver.

Eligible businesses with four or more major fixtures (toilet, urinal or pan washer) will not be charged for their fourth to 200th fixture inclusive. Normal charges will apply for the first three fixtures and any additional fixtures over 200.

Find out more