English
English not your first language? Find help in a range of languages 
WaterCare
Life doesn’t always go to plan. If you’re having trouble keeping on top of your bills, we can help find a solution that’s right for you.
From flexible payment arrangements to bill extensions and concession discounts, we have a range of options to help you manage your bills.
Use our resources in languages other than English, to help regain control over your water and sewerage bills, with advice on how to pay, how to save and support that’s available.
If you would prefer to speak to us on the telephone, we have in-house consultants across four languages and access to free interpreter service.
Call us on 1300 304 688 or fill out our call back request form.
Flexible payment options
WaterCare offers payment support and flexibility to suit your situation. We have several ways to help you pay your bill. For more options call us on 1300 304 688 and find out how we can help.
Set up a payment plan
Do you find smaller, more frequent payments easier to manage? SmoothPay is a way to pay your bill in smaller, more frequent amounts.
Apply for SmoothPay or call our team on 1300 304 688 to get help with a payment plan that works for you.
Apply for a payment extension
If you need a little more time to get on top of your bills, you can apply for a payment extension for up to 30 days.
We recommend this option if you need some temporary relief.
Concessions
Who is eligible?
Yarra Valley Water provides concession discounts for holders of the following cards:
If you have one of these cards, you’ll need to register your concession with us.
You can register multiple concessions per household however the discount is only applied once.
How much is the concession?
50% deduction on water and sewerage charges up to a yearly maximum of $354.10 for 2023–24.
If you are only billed for a single service, such as water only, you will receive 50% off water charges up to a maximum of $177.05.
We’ll backdate your concession for past bills from the start date on your card, or up to 12 months if your card is older than 12 months, and credit this amount to your account.
How do I register?
You can register your concession online at yvw.com.au/concessions or call us on 1300 441 248.
If you don’t have a concession card, but think you might be eligible, please contact Centrelink on 13 10 21 or the Department of Veteran's Affairs on 03 9284 6000.
What happens once I’ve registered?
Once you’ve registered your concession details, we’ll deduct the concession amount from your next bill until your card is no longer valid.
Utility Relief Grant
If you’re part of a low-income household and have found yourself needing some extra financial support, you might be eligible for the State Government’s Utility Relief Grant, where you could receive up to $650* off your Yarra Valley Water bill.
How to apply
Get in touch with our us on 1800 994 789 for a confidential chat and to request an application form or visit yvw.com.au/urgs
*Conditions apply
Support for customers affected by domestic and family violence
We understand that family violence can happen to anyone at any time.
Our dedicated WaterCare Support Team has been trained to assist people who are experiencing family violence. You will only have to explain your situation once and no extra proof is required.
We’ll 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.
Getting in touch
If a partner or family member has left you with unpaid water and sewerage bills, or you need extra privacy measures on your account, 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 reaching out for help can be challenging when you're experiencing family violence. If you'd like us to contact you, please submit a call back request below and one of our trained and respectful consultants will give you a call.
Ways to pay
Direct Debit - With Direct Debit, your bills will automatically be paid on their due date.
Alternatively, you can set up automatic payments from your bank account, credit union account, or VISA or Mastercard.
Electronic Funds Transfer (EFT) - EFT allows you to pay your water bill by transferring money directly from your bank account.
BPAY - Look for the BPAY logo on your bill to find the biller code and reference number. You’ll then need to call your bank or log into your internet banking, select BPAY or the bill payment option and follow the instructions.
Credit card - You can pay by credit card online or over the phone. Call 1300 362 332 to pay by VISA or Mastercard 24 hours a day, 7 days a week. Please note that AMEX and Diners Club are not accepted.
AusPost Billpay - Pay in person at any Australia Post office by cash, cheque or credit card. Remember to take a copy of your bill, as they’ll need the barcode to process your payment.
Centrepay - Centrelink customers can set up regular deductions from their Centrelink payments. You can choose to combine this with a SmoothPay arrangement to make payment and budgeting even easier.
To set up Centrepay, you’ll need to contact Centrelink and provide them with the Yarra Valley Water customer reference number: 555 054 118T.