Help with your bill

If life has thrown you some challenges and you’re finding it hard to pay your bill, we understand. This page has ways we can help with your Sydney Water account. If you need help beyond this, find out what other help and support is available.

Contact Centre staff talking in front of computers

Our friendly staff are based in Sydney and ready to take your call.

 What you can do

If you just need a little more time to pay, and your bill isn’t overdue yet, call us on 13 20 92 to get an extension.
If it’s more manageable for you to pay your bills in small, regular amounts, call us on 13 20 92 to set up a payment plan for regular fortnightly or monthly payments. There’s no late payment fees or interest charges if you keep to the arrangement.
If you own your property and receive Centrelink payments, you can make deductions straight to your Sydney Water account. Call us on 13 20 92 so we can set up this free service for you.

If you're a tenant, call Services Australia (the Agency) or visit the Services Australia website for more information.

We offer a plumbing service called PlumbAssist® for customers who are experiencing financial difficulty and need essential plumbing work.

What is essential work?

This includes repairing or replacing leaking or broken toilets, taps, showerheads and pipes, and finding and repairing hidden leaks.

To qualify for this service, you must:

  • be the owner and occupier of the home that will receive the service
  • be assessed as eligible by a Sydney Water Customer Care case coordinator
  • live in a property with a Sydney Water meter
  • be unable to afford essential plumbing repairs.

For more information, please read our Terms and conditions or call us on  13 20 92 to see if you're eligible.

Novel coronavirus (COVID-19) - How we're minimising the risk

We understand the need to protect our customers and plumbers while we're working together to save water.

When you book an appointment, we'll ask you if anyone in your household is self-isolating and if anyone has been in contact with someone who has been confirmed with COVID-19. The day before your appointment, we'll send you a reminder message and ask you to contact us if you or anyone in your home is feeling unwell.

Before each appointment, our plumbers will wash their hands with soap and/or use alcohol-based hand sanitiser gel before putting on new, disposable gloves.

They will also practice social distancing by maintaining a distance of 1.5 metres from everyone at all times.

If you receive an aged, disability or service pension or a government allowance, you may be eligible for a pension rebate on your bill each quarter.

You can either apply for a pensioner rebate online or call us on 13 20 92.

Apply now

BillAssist® is our customer assistance program for people experiencing longer-term payment difficulties.

Our qualified community service staff are here to help you manage payment difficulties or increasing debt. Your dedicated case coordinator will:

  •  talk to you about your situation confidentially
  •  provide you with a range of support options and advice tailored to your needs.

Call us on 13 20 92 weekdays and ask to speak to our Customer Care team.
 

We're here to help

Don’t think you’re alone if you’re struggling with hardship. We understand. In 2020, we:

  • received over 500,000 calls to our Customer Service teams
  • provided more than $900,000 in financial support
  • gave 15,000 customers extra time to pay their bills
  • set up 40,000 special payment arrangements. 
Our Payment Assistance Scheme (PAS) provides emergency relief to customers struggling to pay their water bill.

If you own and live in your home, or are a tenant who pays your own water usage (you have your own meter) please call us on 13 20 92 or visit one of our community agencies for a confidential chat about your circumstances.

Our qualified case coordinators, or one of our accredited community agencies, will talk to you about your situation and apply PAS credits directly to your Sydney Water bill if you're eligible.
If you're experiencing, or affected by, family and/or domestic violence, we want to help you.

You can join our BillAssist® program, regardless of your financial situation. Our qualified Customer Care team can help you either with your bill or with referrals to other support services.

For more information, read our Family violence assistance policy or call us on 13 20 92.

We're here for you during difficult times.


 

We speak your language!

 

لدينا معلومات مفيده متوفرة باللغة العربية او بأمكانك الاتصال بنا عبر خدمة الترجمة المجانية على 131450
 

我们提供简体中文的有用信息,您也可以使用我们的免费翻译服务致电 13 14 50

我們提供繁體中文的實用信息,您也可以撥打13 14 50使用我們的免費翻譯服務

Εχουμε πληροφορίες διαθέσιμες στα Ελληνικά ή μπορείτε να μας τηλεφωνήσετε χρησιμοποιώντας την δωρεάν θπηρεσία διερμηνέθν στο 13 14 50.

유용한 정보를 한국어로 제공합니다. 무료통역사가 필요하시면 13 14 50으로 전화주세요.

Chúng tôi có sẵn những thông tin hữu ích bằng tiếng Việt hoặc quý vị có thể gọi qua số 13 14 50 để sử dụng dịch vụ thông dịch miễn phí.

Find out who to contact for other help and support

Customer with a child looking at a bill

There are a range of financial assistance, and counselling and support services available across Greater Sydney.

See support services

Apply for Payment Assistance Scheme (PAS) credits

CMT team meeting

Don't want to contact us?  We've accredited community agencies across Greater Sydney to help us manage PAS credits.

See list of agencies