Needing a bit of support to pay your bill is more common than you think. We’re here to help make bill payments easier, with short term bill extensions and longer-term assistance.

Get more time to pay

Extend a bill due date

If you need a little more time to pay, you can extend your bill due date by 28 days without incurring any interest or overdue fees your charges.

Eligibility: Customers who don’t hold a concession can apply. Please note that you will need to apply before your bill becomes overdue. This option is limited to 1 extension per bill. If you are a concession customer, please call us on 1300 650 471 before your bill becomes overdue to discuss your options.

How to apply: Apply online or call us on 13 13 85. Please have a copy of your bill handy because you’ll need the bill ID number to extend your due date.

Make smaller payments to help you manage your bills

Make small payments online anytime

Making small regular payments towards your account is an easy way to reduce the size of your bill when it arrives. Paying the same amount throughout the year can also help reduce your bills in summer when they are generally higher.

Concession customers: While making small payments makes it easier to pay your bills, please remember to retain the concession rebate you will need to ensure that you have paid the full amount by the bill due date. 

Make an online payment

Small automatic payments with direct debit

You can set up regular small payments with direct debit making it easier to manage your bills because the payments are automatically debited from your selected account, reducing the amount you have to pay when your bill arrives.

Eligibility: Owners and authorised parties can set up a direct debit.

How to apply: Set up a direct debit

Centrepay

We can arrange for regular amounts to be deducted from your Centrelink payments to cover the cost of your water bills.

Eligibility: You must currently be receiving a benefit from Centrelink to be eligible for Centrepay.

How to apply: To set up Centrepay, please call us on 1300 650 471.

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. Here’s how it works:

  • Choose a payment arrangement that suits your circumstances
  • No overdue reminder notices while you make payments
  • If things change, get in touch and we’ll adjust your payment arrangement to better suit your needs
  • All payment arrangements are interest free.

Eligibility: Property owners, concession customers and authorised parties can set up a payment arrangement for any overdue amount.

If you’re a tenant, you can also set up a payment arrangement, you’ll just need the property owner's consent. Once we've worked out a payment arrangement, we'll notify the property owner on your behalf.

How to apply: Call us on 13 13 85 to apply. Before you call, please consider how much you can afford to pay and how often. This will help us tailor an option that suits your needs.

Put your account on hold

Time Assist

Our Time Assist program is designed to support you when your circumstances unexpectedly change. We’ll place your account on hold for up to 3 months while you get back on your feet.

Eligibility: Customers who don’t hold a concession can apply. If you are a concession customer and we place your account on hold, you could lose the concession rebate so Time Assist may not be suitable for you. We recommend you call us on 1300 650 471 to discuss payment options that meet your individual needs.

How to apply: Apply online or call us on 1300 650 471.

Are you juggling a few different bills at once?

If you’re having difficulties paying your household bills, a financial counsellor can help. Financial counsellors provide free, independent and confidential services.

They will help you understand how to manage your money with tailored information and support. Visit the National Debt Helpline website, which is a free service providing support and step-by-step guides on how to manage your money.

A financial counsellor can apply on your behalf for one our financial assistance programs.

Water Assist

Water Assist is a regular interest-free payment arrangement where we’ll match payments made by you dollar-for-dollar by up to $150 each month. So for every payment, you make we will credit your account with the same amount. For example, if you pay $100, your account will be reduced by $200.

Eligibility: Your overdue amount must be over $750 and under $5,000.

How to apply: Call us on 1300 650 471 to check if you’re eligible for Water Assist. If you are, we’ll refer you to a financial counsellor who will assess your situation and complete an application on your behalf.

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 your new charges in the first year, we’ll match what you paid as a credit on your account. If you do the same for a second year we will waive your entire outstanding balance.

Eligibility:.Your overdue balance must be over $5,000.

How to apply: Call us on 1300 650 471 check you’re eligible for Start Over. If you are, we’ll refer you to a financial counsellor who will assess your situation and complete an application on your behalf.

Hardship Utility Grant Scheme (HUGS)

HUGS 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.

Eligibility: You must have complied with a payment arrangement and made regular payments for 180 days on your account. Property owners or authorised parties can apply. Tenants are not eligible for this scheme. Before you consider HUGS please read more about the eligibility criteria.

How to apply: Call us on 1300 650 471 to set up payment arrangement and we can then apply on your behalf after 180 days.

Contact us

Contact our team for any questions or feedback. We’ll be happy to help.

Phone icon 13 13 85