Need help with your bill?

We understand juggling finances can be challenging and stressful at times. If you’re having trouble paying your bill, we’re here to help you. We have a number of payment plans, assistance programs and flexible options to suit your personal circumstance.

If you are a tenant

If you are a tenant experiencing financial difficulty, you should contact us as soon as possible to discuss your options and individual situation. 

We will negotiate a proposed payment plan with you. The land owner's consent is required for the plan to proceed so we will notify them on your behalf. We can also provide you with assistance and information on ways to manage future water use. 

If you are an owner occupier

If you are experiencing financial difficulties and are struggling to pay your bill we have a number of options available to help. 


Request a due date extension

We understand sometimes you might need a little more time to pay your bill. You can extend your due date by 28 days, no questions asked*.

Call us on 1300 659 752 and follow the prompts, and we'll let you know your new due date, there and then. If you are registered with MyWater you can login to your account to extend your due date. *Some eligibility criteria exists, such as a limit of one extension per bill.

CALL 1300 659 752



Talk to us about your options

If you're having trouble paying your bill, or if paying your water charges will affect your ability to meet living expenses, you may eligible for one of our assistance programs. 

There are many reasons you may not be able to pay your water bill, from an unexpected emergency, a loss of income or a chronic medical condition.  We know it may be hard to talk about it, but it's important you contact us as soon as possible so we can do everything we can to help.

We have a number of assistance programs available. One of our dedicated specialists will be able to assist you in the best way possible for your personal situation.

Call us on 1300 659 752 to discuss or use our webchat located at the bottom right of your screen.

Some of the options we have available include:

Flexible payment arrangements

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

  • Choose from various alternatives payment plans in accordance with your circumstances and capacity to pay.
  • Be shielded from recovery action and associated recovery costs when you agree and maintain a sustainable payment plan.
  • Renegotiate the amount of your instalments if there is a change in you circumstances.

Automatic payment options

Direct debit

If you have the ability to commit to a regular payment amount and want to save time and take the hassle out of paying your water bill you can sign up for a fee free automatic payment through a Direct Debit arrangement from either your bank account or credit card.

Set up direct debit


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

Call us on 1300 650 471

Time Assist

We understand that sometimes things happen in life that can't be planned for. Our Time Assist program has been 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.

Hardship Utility Grant Scheme (HUGS)

The Hardship Utility Grant Scheme (HUGS) is a State Government scheme which provides financial assistance if you're having trouble meeting your water, gas and electricity bills.  

Other options

If these options do not meet your needs we can refer you to a financial counsellor. Financial counsellors are qualified professionals who provide information, support and advice if you're struggling to meet you bill payments. This is a free, independant and confidential service. We can put you in touch with a financial counsellor to get you started.

They will asses your ability for the following programs:

Water Assist

Water Assist is a regular and interest free payment plan where we’ll match any payments made by you, dollar for dollar. To be eligible, you'll need to contact a financial counsellor.

Start Over

It's sometimes difficult to feel like you're making a difference to your outstanding debt. The Start Over program has been designed to help you reduce long term debt and get ahead. You’ll need to pay new water charges for 2 years and at the end of each year, we'll match your payments. At the end of the second year, we'll clear the remainder of your outstanding debt from your account. 

Call us on 1300 659 752


Medical Assist

Our Medical Assist program is designed to help households that have a person with kidney disease undertaking home dialysis and requiring higher water use. An allowance of up to 30,000 litres of water free of charge on every two-monthly bill is available.

For more information please view our Medical Assist fact sheet

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