Your account

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Visiting customers at homeHaving trouble paying your account?

At different times in our lives our needs change, which can sometimes result in financial difficulty. To help in these times we have developed a number of options for each unique situation.
 

Our customer support team - we're here to help

We have a designated Customer Support team who have been specially trained to help support customers in times of financial difficulty. We will tailor any support to your individual circumstances and case manage the situation to ensure these measures are working.


Customers who have been identified as requiring our support will:

  • be treated with dignity and respect
  • receive information about alternative payment arrangements, water conservation, Government concessions and assistance programs available to reduce their current arrears and long term water accounts
  • have the option of receiving free, timely, independent financial counselling from an accredited financial counsellor
  • be shielded from further debt recovery action
  • have one point of contact within the Customer Support team, who will work with the customer for as long as our support is required.


Payment support schemes available:

  • Arrange and save
  • Government assistance schemes
  • Pensions and concessions
  • Home visits
  • Financial counselling

View a copy of our Customer Support Team brochure (PDF 470KB), or call us on 1800 637 316 to request a copy. For brochures in languages other than English see Languages.