Need help with your bill?

We understand juggling finances can be challenging and stressful which is why we have a number of payment plans, assistance programs and flexible options.


Request a due date extension

If you need help paying your bill, you can submit an online payment extension request to extend your due date by 28 days*. You can do this by simply logging into MyWater and selecting 'Extend due date' from the 'Bills and payments' menu. If you don't have a MyWater account, please use our bill extension form.

You can also get in touch via our bill and account self-service request form. One of our team members will contact you to discuss your situation as we have several options on hand to help.

If you're a tenant, while we can negotiate a proposed payment plan with you, we'll still need the land owner's consent for the payment plan to proceed. Once we've worked out a payment plan, we'll notify them on your behalf.

*Some eligibility criteria exists, such as a limit of one extension per bill.



Some of our options for you

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.  

You can start a conversation with us via the live chat button at the bottom right of your screen if you prefer, or call us on call us on 1300 659 752 to discuss your situation.

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 assess 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

You may also be interested in

Are you eligible for a concession?

Apply online for pensioner and concession discounts
laptop computer

How waterwise are you around your home?

Compare your water use with Water Watchers!
Water Watchers logo