You can apply for a refund or credit transfer to another property within our service area by completing a refund request form, or by calling us on 13 26 57 between 8am and 6pm weekdays.

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.

Please read the FAQs below before completing the form to ensure you have everything you need on hand.

New owner, Previous Owner or Solicitor

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Property owner or Authorised Representative

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Tenant

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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 if

  • you own multiple properties, both accounts are in the same name, and one of those accounts is in credit
  • when there is one name in common between the accounts and you have the authority to act on the account where the money is to be transferred from. Please contact us on 13 26 57 between 8am and 6pm weekdays for a credit transfer
  • you wish to pay an Urban Utilities Sundry Service invoice from a water and sewerage account.

Please contact us on 13 26 57 between 8am and 6pm weekdays for a credit transfer.

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 be sold. We will also require a Settlement Statement, outlining the adjustments made for the water and sewerage account.


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, BSB and Account Number, and transaction payment to Urban Utilities
  • Receipt or confirmation of the payment - Not required if bank statement shows payment to QUU
Cash or Post office payment
  • Copy of bank statement - Must show Account Name, 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. Proof of payment details are required for refunds $999 and over.