Customer support

We’re here to help.

If you're experiencing difficulties paying your water bill, you're not alone. We can help through payment plans, bill extensions, grants and assistance, linking you to other support services and more. 

We can tailor a plan that meets your needs and we'll work with you as long as it takes for you to get back on track. The sooner you get in touch, the sooner we can help you take control - call us on 1300 360 007 or request a call back at a time that suits you.

How we can help:

• Request a one-off 14-day payment extension by filling out this form
• Add your concession card to your account by completing this form
• A Utility Relief Grant - book a time with us and we can help you access this
• Ask us to give you a confidential call at a time that suits you to discuss other options - request a call here
• Call our friendly team on 1300 360 007 to discuss your situation
• Visit our Customer Portal to manage your account or update your details

We have a Customer Support Policy which provides more information about how we work with customers to support their needs.

Assistance for people experiencing family violence

We have a dedicated team who’ve been trained to assist people experiencing or at risk of family violence. We can put additional protective measures on your account to secure your personal information.

You can read our Customer Family Violence Policy for more information.

For further assistance, visit our family violence support page.

Additional support

• Lifeline on 13 11 14 or lifeline.org.au
• beyondblue on 1300 224 636 or beyondblue.org.au
• MensLine Australia on 1300 789 978 or mensline.org.au
• headspace on 1800 650 890 or headspace.org.au
• National Debt Helpline on 1800 007 007 or ndh.org.au
• 1800 Respect on 1800 737 732 or 1800respect.org.au
• Safe Steps on 1800 015 188 or safesteps.org.au