Help with your bill

Everyone needs essential water services, but we know that unforeseen events such as an illness or relationship breakdown may make it hard to pay your bill.  We want to help you keep on top of your bills so they don't get out of hand and the best way is for you to get in touch with us.  

Are you affected by the novel coronavirus (COVID-19)?
If your employment or income has been affected by COVID-19, read below to see how we may be able to help.

What we offer

The options available range depending on whether your property is residential or a place of business, and also whether you own the property or rent it, but we do have ways to help all our customers.

We can extend your due date for a short time or set up a payment plan to make regular, fortnightly or monthly payments. As long as you keep to the arrangement, we won't charge you any late payment fees or interest.

Call 13 20 92 to use our automated payment extension service or speak to an operator.
Make deductions from your Centrelink payment, straight to your Sydney Water account.

If you own your property and receive Centrelink payments, call us on 13 20 92 to set up this free service for you.

If you're a tenant, call Centrelink or visit their website for more information.

Our Payment Assistance Scheme (PAS) provides emergency relief to customers struggling to pay their water bill.

If you own and live in your home, or are a tenant who pays your own water usage (have your own meter):

  • call us on 13 20 92
  • visit one of our community agencies for a confidential assessment of your individual circumstances.
Our qualified case coordinators, or one of our accredited community agencies, will talk to you about your situation. If you're eligible, they'll apply PAS credits directly to your Sydney Water bill to reduce your debt.

We offer a plumbing service for customers who are experiencing financial difficulty and need essential plumbing work.

What is essential work?

This includes repairing or replacing leaking or broken toilets, taps, showerheads and pipes, and finding and repairing hidden leaks.

To qualify for this service, you must:

  • be the owner and occupier of the home that will receive the service
  • be assessed as eligible by a Sydney Water Customer Care case coordinator
  • live in a property with a Sydney Water meter
  • be unable to afford essential plumbing repairs.

For more information, please read our Terms and conditions or call us on  13 20 92 to see if you're eligible.

Novel coronavirus (COVID-19) - How we're minimising the risk

We understand the need to protect both our customers and plumbers while we're working together to save water.

When you book an appointment, we'll ask you if anyone in your household is self-isolating and if anyone has been in contact with someone who has been confirmed with COVID-19. The day before your appointment, we'll send you a reminder message and ask you to contact us if you or anyone in your home is feeling unwell.

Before each appointment, our plumbers will wash their hands with soap and/or use alcohol-based hand sanitiser gel before putting on new, disposable gloves.

They will also practice social distancing by maintaining a distance of 1.5 metres from everyone at all times.

BillAssist® is our customer assistance program for people experiencing longer-term payment difficulties.

Our qualified community service staff can help you manage payment difficulties or growing bills and debt. Your dedicated case coordinator will:

  •  confidentially talk to you about your situation
  •  provide you with a range of support options and advice tailored to your needs.

If you’re having trouble paying your bills, call us on 13 20 92. Ask to speak to our Customer Care team.

If you receive an aged, disability or service pension or government allowance, you may be eligible for a  pension rebate on your bill each quarter.

Simply claim your pensioner rebate online or call us on 13 20 92.
If you're experiencing family and/or domestic violence, we want to help you when you need it - and make it as easy as possible.

All customers identified as experiencing, or affected by, family violence will be entered into our BillAssist ® program, regardless of your financial situation.

We do this to create a single point of contact and to keep your details secure. Our Customer Care team is qualified to help either with your bill or with referrals to other support services.

For more information, read our Family violence assistance policy.
In 2020, we’ve:
  • received over 500,000 calls to our Customer Service teams
  • provided more than $900,000 in financial support
  • given over 15,000 customers extra time to pay their bills
  • granted more than 40,000 special payment arrangements. 

We can speak your language!


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我们提供简体中文的有用信息,您也可以使用我们的免费翻译服务致电 13 14 50

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Other help and support

Customer with a child looking at a bill

If you need help with other matters, call these other useful services.

Accredited community agencies

CMT team meeting

For help with your bill, visit one of our accredited community agencies.