Refund requests and credit transfers

If you have accidentally overpaid your account and it is now in credit, we can provide you a refund or transfer the credit to another property if you own multiple within our service area.

To apply for a refund, please complete the necessary form above and submit additional documentation as required.

If you are considering a refund, we do recommend leaving the credit on your account if possible as this would reduce the amount you’ll need to pay on your next bill.

Yes, you can request a credit transfer between Urban Utilities accounts.

So that we can understand your individual circumstances, please contact us via one of the methods provided under Contact us.

Please note that in some cases you may need to provide further documentation such as proof of payment or a settlement statement, in order for us to process the request.

In some circumstances we do request proof of payment as we must be able to confirm that we are processing a refund to the same person that made the payment, or if the request relates to a property which has recently been sold.

Refunds will be made to the same account used to make the original payment, with the exception of payments made via cash, cheque or Post Office as these will be refunded to a bank account nominated by the customer.

Where a property has been sold, we will also require a Settlement Statement, outlining the adjustments made for the water and sewerage account.  This is to ensure that the credit has not already been factored into your settlement by your solicitor/conveyancer.

The proof of payment requirements can differ dependent on your method of payment. Please refer to the following to confirm what we will require:

BPAY or Cheque payment

• Copy of bank statement - Must show Account Name, Customer Reference Number (CRN), BSB and Account Number, and transaction payment to Urban Utilities
• Receipt or confirmation of the payment - Not required if bank statement shows payment to Urban Utilities

Cash or Post office payment

• Copy of bank statement - Must show Account Name, Customer Reference Number (CRN), BSB and Account number
• Receipt or confirmation of payment - Both required because your bank statement will not show payment to Urban Utilities
  

Direct Debit payment

• Copy of bank statement - Must show Account Name, BSB and Account Number and transaction payment to Urban Utilities
  

Credit or Debit Card

• Receipt or confirmation of payment (i.e. credit card or bank statement)
  

There is no maximum limit to how much we will refund. However, depending on your circumstances, we may need to request further documentation.

Your payment method, the total amount or your relationship to the account will determine what information we need.

This could include Proof of Payment, Bank details to return the payment to or in some cases a settlement statement. 

Refunds will be processed within 10 business days and you will receive a confirmation email once your refund request has been actioned and when to expect the funds returned to your account.

Please note that if you do not provide all required documentation in the first instance, this could add extra processing time to your request.

Should you have any extenuating circumstances that would require an urgent payment then we please ask that you contact our customer services team who will be able to work through these with you.  You can contact us via one of the methods provided under Contact us.