Help with paying your bill
Needing support to pay your bill is more common than you think. Whether you need assistance with your home or business bills, we’re here to help make payments easier with short-term bill extensions and longer-term assistance.
Ready to pay your bill now?
If you’re ready to pay your bill now and looking for different ways to pay, we offer several easy options. View payment method options.
Extend a bill due date
If you need a little more time to pay, you can extend your bill due date by 28 days without incurring any interest or overdue charges.
Find out more or extend your bill.
Flexible payment arrangements
Having trouble paying your bills? If you can commit to a regular payment amount, a flexible payment arrangement may be suitable for you.
How it works:
- Choose the amount and frequency of your payments
- No overdue reminder notices while you're on a payment arrangement
- If things change, get in touch and we’ll adjust your payment arrangement to better suit your needs
- Under a payment arrangement, you won't be charged interest. If a payment is missed, interest will start to accrue.
Eligibility: Property owners, concession customers and authorised parties can apply to set up a payment arrangement. Each application will be reviewed to make sure you meet the eligibility criteria.
If you’re a tenant, you'll need the property owner to contact us first to give their consent. You can then call us to work out a payment arrangement. Please note tenants can’t apply online.
In the meantime, you may be able to extend your bill due date.
How to apply:
- Apply online
- Call us on 13 13 85
Before you call or submit your application, please consider how much you can afford to pay and how often. This will help us tailor an option that suits your needs.
Make small payments online anytime
Making small regular payments towards your account is an easy way to reduce the size of your bill when it arrives. Paying the same amount throughout the year can also help reduce your bills in summer when they are generally higher.
Concession customers: While making small payments makes it easier to pay your bills, you'll need to ensure that you have paid the full amount by the due date to retain your concession rebate.
Small automatic payments with direct debit
You can set up small regular payments with direct debit making it easier to manage your bills as payments are automatically debited from your selected account, reducing the amount you have to pay when your bill arrives.
Eligibility: Owners and authorised parties can set up a small regular direct debit. If you’re renting, you can only set up a direct debit to pay in full when your bills are due because small regular payments aren't available for tenants.
Centrepay
You can arrange for regular amounts to be deducted from your Centrelink payments to cover the cost of your water bills.
Eligibility: You must currently receive a benefit from Centrelink and the bill must be in your name to be eligible for Centrepay.
To set up Centrepay, please call us on 1300 650 471 or you can contact Service Australia directly.
Time Assist
Our Time Assist program is designed to support you when your circumstances unexpectedly change. We’ll place your account on hold for up to 3 months while you get back on your feet.
Eligibility: Property owners or an authorised person with a regular payment history can apply. Time Assist only applies for a maximum of 2 outstanding bills. We expect that you’ll pay the outstanding amount by the end of the hold period. If not, you may need to apply for a payment arrangement.
Apply online or call us on 1300 650 471.
Are you juggling different bills?
If you’re having difficulties paying your household bills, a financial counsellor can help. Financial counsellors provide free, independent, and confidential services.
They will help you understand how to manage your money with tailored information and support. Visit the National Debt Helpline website, a free service providing support and step-by-step guides on managing your money.
A financial counsellor can apply on your behalf for one of our financial assistance programs.
Water Assist
Water Assist is a regular interest-free payment arrangement where we’ll match payments you make dollar-for-dollar by up to $150 each month. So for every payment you make, we will credit your account with the same amount. For example, if you pay $100, your account will be credited by $200.
Eligibility: Your overdue amount must be over $750 and under $5,000.
Call us on 1300 650 471 to check if you’re eligible for Water Assist. If you are, we’ll refer you to a financial counsellor who will assess your situation and complete an application on your behalf.
Start Over
The Start Over program is about helping you into a regular payment plan to manage ongoing water use and service charges. If you pay all your new charges in the first year, we’ll match what you paid as a credit to your account. If you do the same for a second year, we will waive your outstanding balance.
Eligibility: Your overdue balance must be over $5,000.
Call us on 1300 650 471 to check if you’re eligible for Start Over. If you are, we’ll refer you to a financial counsellor who will assess your situation and complete an application on your behalf.
Hardship Utility Grant Scheme (HUGS)
HUGS is a State Government initiative providing financial assistance to customers who are in financial hardship and are unable to pay their water, gas or electricity bills.
Eligibility: You must have complied with a payment arrangement and made regular payments for 90 days on your account. Property owners or authorised parties can apply. Tenants are not eligible for this scheme. Before you consider HUGS, please read more about the eligibility criteria.
Call us on 1300 650 471 to check if you’re eligible for HUGS.
Additional tenant support
Referral to Financial Councillor
As a tenant, you can access a face-to-face counsellor for financial assistance should you need some extra support. Call us on 13 13 85 to find a financial counsellor near you.
Emergency Relief and Food Access Services (ERFAS)
ERFAS is available to support tenants struggling to put food on the table, facing overdue bills and having reduced income or job loss. This service is provided by the Financial Counselling Network. To find out more, visit Accessing Emergency Relief on the Financial Counselling Network website.
WA Connect
WA Connect is a free directory of emergency relief services, including food relief, financial counsellors or emergency accommodation. A list of services will be provided near your location. For more information, visit WA Connect.
Additional business support
Small business helpline
If you or someone you know is struggling with business finances, help is available. The Small Business Debt Helpline is a free service for small business owners having difficulty paying their bills.
Small business financial counselling
The Financial Counselling Network can help you get things back on track. They offer access to financial counsellors with flexible appointment options.
