Support for customers affected by family violence

We understand that family violence can happen to anyone at any time in their lives. The safety of our customers is paramount.

Download Family Violence Policy (PDF, 233 KB)

Download Family Violence Policy [accessible] (Word, 175 KB)

Our dedicated WaterCare Support Team is a specially trained team who can listen, help with complex situatons and assist people who are experiencing family violence. You will only have to explain your situation once and no extra proof is required.

We will treat you with understanding and respect, explain how we can assist you in this difficult situation, and give you as much time as you need to consider your options.

Read our Family Violence Policy

What we can do to help

All conversations are confidential.

Your safety and privacy will always be respected. None of the information you provide to us will be disclosed to anyone else, even if their name is on the account. Only staff who are directly involved will have access to the information provided. We can lock your account in our system to everyone other than the WaterCare Support Team and a limited number of required staff, giving you added privacy.

We’ll offer to help you with debt

We provide support and assistance to customers left with debt. We’ll offer to work with you to find a solution for your individual situation and won’t reduce your water flow whilst we are working with you.

Family violence is now a criterion on Utility Relief Grants. These grants can help reduce debt on your water account by up to $650. We can help you to apply for this grant.

Apply for a Utility Relief Grant

Additional support

We work with several community organisations that specialise in supporting people experiencing family violence. We can offer to refer you to one of these services for immediate and or more long-term assistance. A list of the specialist supports we can refer to is listed in our Family Violence Policy.

Getting in touch

If a partner or family member has left you with unpaid water and sewerage bills, or you need extra security measures on your account to enhance your privacy and safety, please contact our experienced WaterCare Support Team on 1800 637 316 between 8:00 am and 5:00 pm, Monday to Friday.

We know that sometimes reaching out to organisations like utility providers can be challenging when you're experiencing family violence. If you'd like us to reach out to you, please submit a call back request below and one of our one of our trained, respectful consultants will give you a call.

Call back request form

Further assistance

Call 000 for emergency assistance - Police, Fire or Ambulance
1800 RESPECT: Call 1800 737 732 - free counselling available 24/7
Safe Steps: Call 1800 015 188 - 24/7 support services for anyone in Victoria experiencing or afraid of family violence
Men's Referral Service (operated by No To Violence): Call 1300 766 491 - working with men who are using violence
Djirra: Call 1800 105 303 - Support for Aboriginal people who are experiencing or have family violence
Rainbow Door: Call 1800 729 367 - Connecting LGBTIQ+ communities to the services they need

Other ways to access this policy