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Yarra Valley Online Water FAQs

  • How do I register for an online account?

    Registering for an online account only takes a couple of minutes – you will need your account number handy. If you’re new to Yarra Valley Water, and do not yet have an account number, you can register for online services once you receive your first quarterly bill.

    1. Go to Yarra Valley Online Water.
    2. Click Register.
    3. Enter your 10 digit account number (your account number is located in the top right hand corner of your bill).
    4. Enter your Last name exactly as it appears on your bill.
      If your account is in a Company name, enter your Company name exactly as it appears on  your bill. Leave the First name field blank.
    5. Enter your First name. Your first initial is printed on your bill.
    6. Click Continue registration.
    7. Enter and confirm your email address.
    8. Read and accept the terms and conditions.
    9. Click Continue registration.
    10. Click the link in the verification email sent to your email address.
    11. Choose and enter your own password.
    12. Click Submit.

    You can then login anytime from the Yarra Valley Online Water login page using your email address and password.

  • How do I change the password for my online account?

    If you’re already logged into your online account:

    1. Select Login details from the menu on the Home page.
    2. Click Change password.
    3. Click the link in the verification email sent to your email address.
    4. Choose and enter your preferred password.
    5. Click Submit.

    You’ll see a message confirming that your password has been reset successfully. Next time you login, use should your new password.

    If you have not yet logged into your online account:

    1. Go to the Yarra Valley Online Water login page.
    2. Enter your username email address.
    3. Click Forgot your password?
    4. Click the link in the verification email sent to your email address.
    5. Enter and confirm your preferred password.
    6. Click Submit.

    You’ll see a message confirming that your password has been reset successfully. Next time you login, you should use your new password.

  • How do I see which accounts are connected to my online login?

    All Yarra Valley Water water and sewerage accounts in your name will be linked together so you can manage them via one online login.

    Click the downward arrow in the drop down menu, at the top of any page, to switch from one account to another.

    Tip: If you have recently purchased or moved into a new property as a tenant, the account will not appear online until you have received your first bill.

  • I can't see all of my accounts online, what should I do?

    If you have more than one water account in your name, all accounts will be linked to the one online login. If you find any accounts are missing, you can request the missing accounts be added.

    1. Login to Yarra Valley Online Water.
    2. Click the downward arrow from the box at the top of the page containing the account number and property address.
    3. Select Add another account.
    4. Enter the account number or property address of the missing account.

    The missing account will be accessible online within three business days.

    Only accounts in the same name can be linked to the one online login. If you have accounts in both a business and personal name, please contact us on 1800 676 488 and we'll help to arrange access via one login.

  • My name is spelled incorrectly, how can I update it?

    If we have misspelled your name, please contact us by phone or submit an online enquiry and we’ll update our records.

  • How can I add or update my concession details?

    You can add or update your own concession online. You can also add or update concession information for any other account holder on your account.

    To add or update your concession details:

    1. Login to Yarra Valley Online Water.
    2. Select Centrelink entitlement from the menu on the Home page.
    3. Click Apply or Update Concession.
    4. Read and Accept the privacy terms and conditions.
    5. Enter the concession card details.
    6. Click Submit.

    To register for a concession you need to hold an eligible concession card.

    Concession is only eligible for water and sewerage accounts. Concession cannot be added to Commercial or Landlord accounts. If your account is not eligible for a concession, the Centrelink entitlement option will not display in the menu.

  • How do I add direct debit to my account?

    You can setup direct debit from a cheque or savings bank or credit union account. You can choose to have your direct debit deductions quarterly. If you have setup SmoothPay, you can choose to have your deductions debited fortnightly or monthly. 

    To add direct debit to your account: 

    1. Login to Yarra Valley Online Water.
    2. Select Pay by direct debit from the menu.
    3. Input your direct debit details: BSB number, Account number, Account name.
    4. Read the terms and conditions.
    5. Click Submit.

    View full terms and conditions for more information. Please note, Direct debit is not available for credit cards.

  • How do I change my direct debit from one bank account to another?

    You can change your direct debit arrangement from one bank or credit union account to another. Simply cancel your current arrangement and setup a new one.

    To change your bank account details: 

    1. Login to Yarra Valley Online Water.
    2. Select Pay by direct debit from the menu on the Home page.
    3. Click Cancel direct debit.
    4. Select Direct debit from the menu on the Home page.
    5. Enter your direct debit details: BSB number, Account number, Account name.
    6. Read and accept the terms and conditions.
    7. Click Submit.

    Direct debit arrangements can be cancelled at any time with three business days' notice. If a payment is due within three business days it will be debited from the original bank account.

    View full terms and conditions for more information. Please note, Direct debit is not available for credit cards. 

  • How can I receive my bills by email?

    If you'd like to switch from paper to email bills, you can do this online.

    Register for email bills

  • How do I update the address where my bills are sent?

    Whether you receive your bills by post or email, you can update the delivery address online.

    1. Login to Yarra Valley Online Water.
    2. Select Bill delivery from the menu on the Home page.
    3. Click Edit.
    4. Enter your new bill delivery address.
    5. Click Save.

    If you receive your bills by Bpay View or MyPost Digital Mailbox and would like to receive future bills by post or email, you'll need to contact your current provider to request your service with them concludes before you can update your address details with us.

  • How can I tell when my next bill is due?

    You can view when your next meter read will occur and when your next bill will be issued by logging into your Yarra Valley Online Water account.

    To view your next bill due date:

    1. Login to Yarra Valley Online Water.
    2. View the Next meter reading and Next bill issue date and in the Important Messages section on the Home page.
  • I need more time to pay, how can I extend the due date of my bill?

    If need more time to pay your bill, you can request up to 30 extra days online.

    To request a payment extension:

    1. Login to Yarra Valley Online Water.
    2. Select Payment extension from the menu on the Home page.
    3. Choose your preferred new payment date.
    4. Read and accept the terms and conditions.
    5. Click Submit.

    If you have a direct debit or SmoothPay arrangement, and need more time to pay, please contact us by phone or email so we can discuss your payment options further.

  • How can I view my previous bills and payments history?

    A summary of your bills and payments is displayed in your online account. An Account charges graph also helps you to compare charges and usage from your last four bills and the same time last year.

    To view your account history:

    1. Login to Yarra Valley Online Water.
    2. Select Bills & Payments from the top menu bar.
    3. Scroll down to the Account history on this page.
    4. Click View More to increase the number of items displayed.

    Tip: To download a copy of a previous bill, click Download next to the invoice number.

  • How do I get a copy of my bill?

    The quickest way to get a copy of your most recent or a previous bill is online.

    For a copy of your most recent bill:

    1. Login to Yarra Valley Online Water.
    2. Select Download bill from the Home page.

    For a copy of a previous bill:

    1. Login to Yarra Valley Online Water.
    2. Select Bills & Payments from the top menu bar.
    3. Scroll down to the Account history section on this page.
    4. Click Download next to the invoice number of the bill you would like to view.

    Tip: Click View More to increase the number of items displayed.

  • How can I get a statement of my charges and payments?

    You can request a statement online and view the information on screen or download and save or print.

    This is a helpful tool at tax time because you can choose the specific dates you require to be included in the statement and download the information as an image (.pdf) or a spreadsheet (.csv).

    To view and/or download a statement:

    1. Login to Yarra Valley Online Water.
    2. Select Bills & Payments from the top menu bar.
    3. Scroll down to the Download a statement section.
    4. Enter the From and To dates you would like included in the statements.
    5. Select your preferred format: .csv for a spreadsheet or .pdf for an image.
    6. Click Download.
  • Why have I received a final notice?

    If the outstanding amount of your account is not paid by the due date you may receive a final notice. You can request a payment extension before the due date if you need more time to pay.

    It’s important that you contact us to bring your account up to date.  We have a range of payment options available to assist you.

    To view a copy of your most recent bill:

    1. Login to Yarra Valley Online Water.
    2. Select Download bill from the Home page.
  • I received a Notice Prior to Restriction. What is this?

    A Notice Prior to Restriction is a notice to inform you that your water supply may be restricted if your account balance remains outstanding. It’s important that you call us immediately to discuss your account. We have a range of payment arrangement options available to assist you.

    Please call us on 1800 233 787 and one of our Customer Service Consultants will assist you. 

    To review the current outstanding balance of your account:

    1. Login to Yarra Valley Online Water.
    2. Select Home from the top menu bar.
    3. Your Account balance displays in the green box on this page.
  • How can I get a refund?

    If your account has a credit balance you can request a refund. It can be helpful to check your next bill due date as you may want to leave an existing credit on your account to reduce the amount to pay on your next bill.

    To request a refund, please call us on 1300 362 332.

    You will receive a refund in the same method in which you made the payment. That is:

    • Back to the credit card you paid with
    • Back to the bank account if you paid by BPAY
    • A cheque in the name of all account holders

    To receive a refund in a name other than all account holders:

    • All account holders must give permission, or
    • Proof of payment must be supplied if someone other than the account holder made the payment.