We have additional financial assistance programs which can help in more specific situations. Get in touch and talk to us about your options and how we can help. 

You can also find out more information about the options and programs available below.


If you are currently receiving Centrelink payments we can arrange for regular deductions to come directly from Centrelink. To set this up call us on 1300 650 471.

Hardship Utility Grant Scheme (HUGS)

The HUGS scheme is a State Government initiative providing  financial assistance to customers who are in financial hardship and are unable to pay their water, gas or electricity bills.

Financial counselling

If the options above do not meet your needs we can refer you to a qualified financial counsellor.

This is a free, independent and confidential service which can provide information, support and advice if you're struggling to meet your bill payments.

We can put you in touch with a financial counsellor to get you started.

A financial counsellor can assess your eligibility for the following support programs.

Water Assist

Water Assist is a regular interest free payment plan where we’ll match any payments made by you dollar for dollar by up to $150 each month.

If you are eligible, we’ll refer you to a financial counsellor who will assess your situation and complete an application.

Start Over

The Start Over program is about helping you into a regular payment plan to manage ongoing water use and service charges. If you pay all new charges in the first year we will match your payments.

Do this for a second year and we will waive your entire outstanding balance.

If you are eligible we’ll refer you to a financial counsellor who will assess your situation and complete an application.

Medical Assist

Our Medical Assist program is designed to help households that have a person with kidney disease undertaking home dialysis, requiring higher water use.

An allowance of up to 30,000 litres of water free of charge on every two-monthly bill is available.

Find out more about this program in our Medical Assist fact sheet.