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You've arrived at this page as you'd like to request a refund, and you are either the property owner or an authorised representative.

Before filling out the form, please have the following ready:
  • Proof of payment if the refund is over $999, and
  • Where the refund relates to the sale of your property, please complete either the ‘New Property Owner’ or ‘Previous Property Owner’ form
  • Bank account details if your payment was not made by Direct Debit or Credit/Debit Card. If it was paid by card, your refund will be returned to the account used to make the payment.

Back to refund FAQs

Property Owner details

We will email you confirmation once your request has been processed. Please check your junk/spam mailbox.

Your Urban Utilities account details

Enter your 15 digit customer reference number. Do not include the spaces as shown on your bill.
Enter the property location as shown on the bill.
Enter the suburb where the property is located.

Refund information

Please confirm how you made the payment.

For any payments made by Direct Debit or Credit/Debit card, refunds will be paid back to the bank account that your payment was initially made from.

It is recommended that you contact your bank to request a BPAY payment reversal. A BPAY payment reversal can be processed by your bank at any time and reduce delay in receiving your refund. If you wish to proceed with your refund request with Urban Utilities, please complete the below information.

Please provide a copy of your receipt or confirmation of payment. Where refund requests are greater than $999, please provide a copy of your bank statement for the refund showing Account Name, BSB and Account Number for identity verification purposes.
Please provide a copy of your receipt or confirmation of payment. Where refund requests are greater than $999, please provide a copy of your bank statement for the refund showing Account Name, BSB and Account Number for identity verification purposes.
Please provide a copy of your receipt or confirmation of payment. Where refund requests are greater than $999, please provide a copy of your bank statement for the refund showing Account Name, BSB and Account Number for identity verification purposes.
Please provide a copy of your receipt or confirmation of payment. Where refund requests are greater than $999, please provide a copy of your bank statement for the refund showing Account Name, BSB and Account Number for identity verification purposes.

Important: The onus for providing correct bank account details remains with the requestor. Urban Utilities will not be responsible for incorrect information provided. For your protection please ensure you check this information before providing it to us.

Privacy and why we collect your information

Your privacy is important to us. Urban Utilities is collecting your personal information as a distributor-retailer under the South-East Queensland Water (Distribution and Retail Restructuring) Act 2009 (Qld) for the purpose of processing and responding to your refund request and updating our billing and customer records.

The personal information we collect may also be used to make contact with you and verify your identity in future, and to conduct customer research.

Urban Utilities may use and/or disclose your personal information to its employees, agents or contractors for these purposes and to other third parties as otherwise required or authorised by law.

For more on how we protect the personal information we collect, and to find out how to make a privacy complaint, access our Privacy Policy.