Our thoughts are with everyone affected by the Wooroloo bushfire.If you are a residential or business customer impacted by the Wooroloo bushfire, we have financial support and assistance options to help you get through this difficult time. Please find everything you need to know, including how to apply, below.

Support for customers who have lost their property

Customers who have lost their property will have their account adjusted. In addition:

  • All existing charges will be waived
  • All new service charges will be waived until February 2022
  • No cost for the replacement of your fire-damaged water meter
  • Building application fees and water service disconnection or reconnection fees will be waived.

Customers in the red zone area

If your property was in the red zone area during the fire, you will automatically receive a 20kL allowance on your water use. You don't have to do anything as we've applied these measures automatically.

Support for customers with property fire damage

If you have experienced property damage as a result of the bushfire, an allowance of up to 50kL on your water use will be granted (pending individual circumstances). You will not incur any costs for replacing a fire-damaged water meter.

Flexible payment options and payment assistance, such as putting your account on hold through our Time Assist program, is also available.

Allowance for customers who defended their property

If you defended your property during the bushfire, you’re eligible to receive an allowance of up to 50kL for water used to defend your property, pending individual circumstances.

Assistance with property repairs

Any fire-damaged water meters will be repaired at no cost to you. You’re also eligible to receive up to 20kL allowance on your water use (pending individual circumstances), to help with the recovery and clean up.

Allowance for businesses providing temporary housing for evacuees

If your business provided free accommodation for bushfire evacuees, you’re entitled to receive up to 20kL allowance on your water use.

For businesses who assisted with the temporary arrangements for the agistment of livestock and horses or who’s water use is negatively impacted in some other way due to the fire should contact us on 13 13 85, and we will consider assistance on a case-by-case basis.

Additional requests for financial support

Any requests for higher allowance will be considered on a case-by-case basis. If at any time you’re having trouble paying your bills, we have various flexible payment arrangements to help make your payments easier.

How to apply

To apply for a water use allowance, please call us on 13 13 85. We’re here to help you receive the assistance you need. Please take care and stay safe.