We acknowledge the affect Simpler Pricing will have on some customers – typically those who use a lot of water in their operations or those with large or multiple meters who benefit from increased flow rate, capacity and pressure.

We’ve been working proactively with many of these customers since November 2020, exploring ways to reduce their impacts and offering support and assistance.

If you’re experiencing difficulty paying your bills, we’re here to help. Please contact our dedicated Simpler Pricing Customer Help team 8.30am-4pm weekdays via simplerpricing@urbanutilities.com.au or 1300 220 343.

We can explore ways for you to save water and money around your business and discuss payment extensions and arrangements suited to your needs.

Transitional Discount

We’ve also developed a Transitional Discount assistance option for customers who advise us they'll experience difficulty paying their bills as a result of the Simpler Pricing changes.

Calculated based on the difference between their typical bill before the Simpler Pricing changes and their projected bill after the changes, the discount will be:

  • 50% of their projected bill increase amount in FY22, and
  • 25% in FY23.
  • Capped at $5,000 per account in each financial year.

Customers can apply now, however, before you do, please review the Transitional Discount Guidelines below to ensure you meet the eligibility requirements.

Completed applications should be submitted to TransitionalDiscount@urbanutilities.com.au at your earliest convenience.

We’ll get back to you within 10 business days.

Meter alterations

Some customers may also consider reviewing their metering configuration to identify options to reduce their charges.

Please review the Meter Alternations Guide for details about the process and how to apply for assistance.

Customers will initially need to obtain a hydraulic assessment by a suitably qualified hydraulic assessor to explore if there are feasible options for changing their metering arrangement, such as downsizing or disconnecting.

We’ll provide a rebate up to $1,500 for this assessment, whether or not a customer proceeds with the works.

If suitable options are identified to downsize a customer’s water meter, we’ll provide the new meter free of charge.

The costs for any approvals, engineering design work and all plumbing works required will generally be paid for by the customer seeking the alteration.

Depending on the complexity of the water meter alterations, there are different processes that a customer may need to follow and these are outlined in the Meter Alterations Guide.

Our rebate and meter replacement program will remain in place until June 30, 2023.

We’re here to help

For more information on the changes, contact our dedicated Simpler Pricing Customer Help team 8:30am - 4pm weekdays via webchat, simplerpricing@urbanutilities.com.au or 1300 220 343.