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
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
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.
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 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.
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