Help paying your bill

Difficult times put people under unexpected financial pressure, but we're here to help. We have a range of assistance options for customers including payment extensions and flexible payment plans.

If you're experiencing difficulty in paying your bill, get in touch with us to discuss your circumstances via webchat, Facebook or Twitter (6am - 9pm weekdays); or by phoning our General Enquiries line on 13 26 57 (8am - 6pm weekdays).

Are you financially impacted by COVID-19?

We recognise the significant financial impact that COVID-19 has had on many households and businesses and we’re here to help.

We’ve set up a dedicated program called Urban Assist – our COVID-19 Special Assistance Program – to provide customers with financial relief.

Find out more

Complete a payment extension form to request an additional 30 days to pay (i.e. payment will be due 30 days from the bill’s due date) without incurring any fees or interest charges. You will receive an email within 2 business days to confirm your new payment due date.

If you require a longer period to pay or would like to speak to someone about a personalised short or long-term payment arrangement, please get in touch with us to discuss your circumstances via webchat, Facebook or Twitter (6am - 9pm weekdays); or by phoning our General Enquiries line on 13 26 57 (8am - 6pm weekdays).

Please note: Customers already in a personalised debt management arrangement or Commercial Customers with a dedicated Account Manager can contact your Urban Utilities representative directly.

Customers facing financial difficulties, or their representatives, may be directed to our specialist team who will be able to provide assistance.

If you would like a third party to represent you and talk to us on your behalf, you must either:

• introduce your representative to us on the phone and remain present while your account is discussed or
• complete and return a signed Authority to act form (PDF) if you wish for your representative to discuss your account while you are not present.

When contacting us for assistance, you have the right to

• be treated respectfully, sensitively and confidentially.
• have your case considered individually by one of our trained representatives.
• be offered realistic and affordable payment options.
• relief from legal action, and additional debt recovery costs as well as halting the application of interest to the arrears amount provided that you meet the terms of any agreed payment plan with us.
• be provided with information to assist in reducing water and sewerage costs.
• receive information about relevant government water subsidies and financial counselling services.

Customers may experience difficulty paying their bills from time to time, for a range of reasons. Our Financial Hardship Policy (PDF) provides the framework to support our customers when they are experiencing financial hardship and difficulty in paying their water and sewerage bills.

To assist customers specifically impacted by COVID-19, we've set up a dedicated assistance program called Urban Assist.