Tenant billing

If you’re renting and unsure about how your billing works or how to make payments, here are a few tips to help you understand your options.

How are properties billed for their water?

Every 2 months, we send the property manager or owner a water bill which includes water use and service charges.

If you have tenant billing set up, we’ll send you the bill for your water use, which you can then pay directly to us.

Some business customers may receive their water use bill more frequently, for example, monthly or fortnightly.

This will be determined by the complexity of your operations and the amount of water you use.

Who pays for the water use?

In most cases, as a residential tenant, you will pay for the water you use, based on the reading we take from your property’s water meter.

If you have a shared meter, however, we suggest that a calculation showing how your water use costs are worked out is included in your tenancy agreement.

You can refer to your agreement to ensure your costs are calculated correctly. Learn more about shared water meter charges.

Who pays the service charges?

The property owner will pay for the water service charges for the property. However, this will depend on your rental agreement.

Business tenants may be responsible for paying the total water account - service and water use charges. Check the lease agreement with your property owner or managing agent.

For more information on tenant payment responsibilities, please visit Commerce WA.

What happens if a payment is overdue?

Whether you have tenant billing set up or not, the property manager or owner will receive the overdue notice if your bill becomes overdue.

Please note: your water bill doesn't show outstanding amounts or credit. To avoid overdue bills or unknowingly going into credit, please make sure to pay the exact amount owing on your bill.

If you’d like to keep track of your bill and payment history, we recommend setting up tenant billing and registering for an online account, so you can view and manage these in one place.

Who is responsible for leaks?

If you’ve found a water leak at your property, we encourage you to contact the owner or property manager as soon as possible so they can arrange for repairs.

The cost of the water lost and repairing the leak lies with the property owner. Learn more about landlord responsibilities.

How to set up tenant billing

If you want to get your water bills sent to you, you'll need permission from the property manager or owner.

To set up tenant billing, please ask your property manager or owner to complete our online form.

With tenant billing, you can

• Register for an online account where you can update your personal details; pay your bill and manage direct debit payments; and track and compare your water use to other households like yours.
• Discuss the property’s account and water use with us.
• Access payment arrangements and bill extensions. If you’d like to apply for a payment arrangement, we’ll communicate with the property manager or owner on your behalf to get their consent. 

Can tenants apply for a concession?

You can apply for a concession rebate on your water use charges if you hold a Pensioner or State Concession card. 

The concession will show on your bill if you are granted a concession rebate and have tenant billing set up.

If you don’t receive your bills from us, please check with your property manager or owner that the concession is being applied to the water use component of the bill.

Payment options

When you receive your bills from us, there are several ways you can pay, including online via your online account, BPAY or over the phone. For more information, please visit ways to pay your account.

Need help paying your bill?

We have several options available if you need more time to pay your bill. Find more information about our support options and how to apply.