If you are considering a refund, we recommend leaving the credit on your account to reduce the amount you’ll need to pay on your next bill. Otherwise, you can apply for a refund by completing a refund request form below.

To arrange a credit transfer to another property within our service area, call us on 13 26 57 (8am – 6pm weekdays) or via webchat (6am - 9pm weekdays).

I'd like to proceed with a refund, and I am the:

Refund FAQs

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.

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 on 13 26 57 between (8am - 6pm weekdays), or via webchat (6am - 9pm weekdays).

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.

We must be able to confirm that we are processing a refund to the same person that made the payment.

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.

Proof of payment may be required if you are requesting a refund where a property has recently 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.

If your refund is greater than $999, your 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. 

We will action your request within 10 business days of you completing your webform with any required documentation or bank details.

We will send you a confirmation email once it has been actioned and when you can expect to see 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.