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Accounts & Billing/Paying your account/Assistance programs
If you're experiencing temporary or long-term financial difficulties or having trouble paying your water bill, we can help.
We understand that financial difficulties can happen to anyone. For example you may have experienced:
A member of our Customer Programs team will work with you to help make paying your water bill easier. You may need more time to pay, a different way to pay or advice on how to reduce your water usage.
Financial Counselling services are available free of charge and are supported by Western Water on the basis of counsellor expertise, independence and confidentiality.
Call our Customer Programs team on 1800 093 558 to find your nearest financial counsellor.
The community agencies listed below offer free information and advocacy to people experiencing financial difficulty.
The Utility Relief Grant Scheme (URGS) is a government program that helps people that are unable to pay their electricity, gas or water bills due to special circumstances.
Eligible customers can get up to $650 towards their water bill and other utilities. To check if you're eligible visit the Department of Health & Human Services website.
To apply for a URGS:
With WaterTight a qualified plumber visits your home, conducts a water audit, identifies and fixes problems (such as dripping taps) and recommends water-saving measures.
During the visit the plumber can make some minor repairs, such as fixing a leaking tap. They cannot undertake large repairs, emergency works or clean up leaks.
You may be eligible for a WaterTight visit if you:
To request a WaterTight visit, complete the online booking request form. We'll then contact you to arrange a time to visit your property.
If you are eligible, we will ask that you ensure a safe working environment for the plumber.