You've arrived at this page as you'd like to request a refund, and are not an owner or authorised representative for the account. 

Before filling out the form, please have the following ready:
  • Proof of payment, and
  • Bank account details if your payment was not made by 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

Tenant 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 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.

The copy of your bank statement must show Account Name, BSB and Account Number and the transaction payment(s) made to Urban Utilities totalling the refund amount.
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.
The copy of your bank statement must show Account Name, BSB and Account Number and the transaction payment(s) made to Urban Utilities totalling the refund amount.
The copy of your bank statement must show Account Name, BSB and Account Number and the transaction payment(s) made to Urban Utilities totalling the refund amount.

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.