Financial assistance
We understand that it is sometimes difficult to pay bills on time. We have a range of flexible payment assistance options than can be tailored to meet your needs.
Request a payment extension
Need that little bit more time to pay your bill? You have the option of extending your bill due date by 14 days of its original due date.
You can do this in My Water, our online account self-service site. Once you are signed in you can extend the due date under ‘My bills and payments’ > 'Bill and payment history’.
You can also extend your bill due date by phoning our account line. Make sure you have your bill on hand.
Direct debit installments
You can spread the cost of your bill by paying in instalments. You can pay your annual service charges in two or four instalments. You can set this up using direct debit in My Water, or by phoning our account line.
Sign in or register for My Water now
Payment plans
If you would prefer to pay in smaller or more regular payments you can arrange a payment plan. We will deduct an agreed amount from your nominated bank account on a regular basis.
Please phone us to set up a payment plan.
What are my other options?
Hardship Utility Grant Scheme (HUGS)
The Hardship Utilities Grant Scheme is a State Government scheme that provides financial assistance to people in financial hardship to pay their utility accounts.
If you have the intention but not the financial capacity to pay your account without affecting your ability to meet individual or family basic living needs, you are considered to be in utility financial hardship.
To apply, please phone us so we can talk through your situation with you.
Water Assist Scheme
Water Assist is our financial assistance scheme which aims to provide our customers in utility financial hardship with an incentive to make regular payments to overdue accounts.
You may be eligible for Water Assist if you are in genuine financial hardship with a debt to us of $1500 or more.
Please phone us to discuss Water Assist.
If you are eligible we will refer you to a financial counsellor who will assess your situation and complete the Water Assist application.
Our staff are trained to be sensitive and supportive and your enquiry will be handled in confidence and fairness.