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Financial assistance

Everyone needs essential water services.

We understand that people sometimes have financial difficulties. If you're having trouble paying your bill, we can help. Call us on 13 20 92.

What we offer

Concessions

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

Centrepay

Centrepay - the easy way to pay your bills and expenses.

Centrepay is a voluntary bill-paying service which is free for Centrelink customers. Use Centrepay to arrange regular deductions from your Centrelink payment.

You can start or change a deduction at any time. The quickest way to do it is through your Centrelink account online.

For more information call us on 13 20 92 or visit www.humanservices.gov.au.Centrepay

Payment arrangements

If you want to pay in regular, smaller amounts, call us on 13 20 92 to discuss an arrangement that suits your needs. We can: 

  • defer your payment for a short time
  • arrange for you to pay regular instalments.

If you need other advice and help, we can refer you to a community agency or our BillAssist™ team. 

Payment Assistance Scheme (PAS)

Our Payment Assistance Scheme (PAS) helps customers who are in financial difficulty and can’t pay their water bill.  

We can refer you to a community service agency, local neighbourhood centre or our BillAssist™ team to assess if you’re eligible.  Call us on 13 20 92.

PAS is available to:

  • customers who own and occupy their home
  • private tenants who pay for their water use.


If you’re eligible, the PAS payment is credited directly to your account.

You'll need a payment plan after receiving PAS once within 12 months.

BillAssist™

BillAssist™ is our customer assistance program if you have longer-term payment difficulties.

Our qualified community service staff can help with payment difficulties or growing bills and debt. Call us on 13 20 92.

BillAssist™ can:  

  • extend the due date on your bill
  • make a regular payment arrangement
  • register you for regular Centrepay deductions
  • arrange a Payment Assistance Scheme (PAS) payment
  • check if you have leaks and refer you to the PlumbAssist™ Program
  • refer you  to financial counsellors
  • refer you to the No Interest Loan Scheme (NILS) for energy and water efficient appliances
  • provide specialist advice and information on assistance options. 

PlumbAssist™

PlumbAssist™ is a plumbing service for customers in financial difficulty who need essential or emergency plumbing work.

Call our BillAssist™ team on 13 20 92 for an assessment.

To be eligible you must be:

  • the owner occupier of the residence
  • experiencing financial hardship
  • unable to afford essential or emergency plumbing repairs.


Plumbing work includes repairing or replacing leaking or broken toilets, hot water systems, other internal plumbing and outdoor pipes and concealed leaks.

Other help and support

If you need further help, call these other useful services:

Who Contact How they help
Anglicare Check the website for your local agency Provide emergency relief, counselling and other support services
Aged Care Australia  6282 7827 Provide accommodation and care services to over 700,000 older people, people with a disability and their carers.
AGL - Staying Connected Hardship Program  131 245 Help residential customers in financial hardship and struggling to pay electricity/gas bills.
Alcoholics Anonymous Australia  1300 222 222 Provide support and advice to people suffering from alcohol addiction.
ANZ Customer Connect Hardship Program  1800 252 845 Help and support for customers in financial hardship unable to pay loan or credit card debts.
Beyond Blue  1300 224 636 beyondblue improves mental health across various stages of life and areas of the community.
Black Dog Institute  9832 2991 Provides online advice and support information on depression. Referrals accepted.
'Can't pay your debts' fact sheet (Money Smart)  1300 300 630 Provides advice on dealing with debt collectors, what they can and cannot do, and what customers in debt can do.
Cancer Council  13 11 20 Provides news, information and support for people living with cancer and their families.
Carers NSW  1300 242 636 Provide carer information, support and counselling.
Christians Against Poverty  1300 227 000 Provide free debt management in Australia through network of outreach centres in partnership with local churches.
Commonwealth Bank Hardship Program  1300 653 012 Provides advice and support to customers unable to meet terms of credit repayment, in both short and long term difficulty.
Creating Links  8713 7700 Providing a range of services for Bankstown LGA residents including: Family Services, Community Services, Children Services, Fostering, Disability Services and Financial Wellbeing Services
Credit/ Debt Hotline  1800 007 007 Provide financial counselling information, advice and referral services to customers in NSW on credit, debt and banking issues.
Crohns and Colitis Australia  1800 138 029 Peak national body for Australians with Crohn’s disease or ulcerative colitis. Provide support services, fund research and create public awareness of these diseases.
Dads in Distress  1300 853 437 Advice and support for separated fathers.
Domestic Violence NSW  1800 65 64 63 Provides support and advice to victims of domestic violence – can be emotional, psychological, financial, sexual or other types of abuse.
Drug Arm Solutions (Awareness)  1300 656 800 Offers drug awareness resources and programs. Fact sheets, drug information list, resource lending library, and organisation details.  
Emergency Relief Agencies (PDF 5.35MB)  1300 653 227 Financial assistance with groceries, transport, pharmacy, rent and utility bills. Material assistance with household goods, food parcels or clothing. Budgeting services, information, advocacy and referrals.
Energy Accounts Payment Assistance (EAPA) scheme  1300 136 888 Information about the EAPA scheme, how it works, list of providers and where to get more information. 
Energy Assist (Energy Australia)  1300 723 492 Information and advice for customers having difficulty paying electricity bills.
Family Relationship Advice Line  1800 050 321 National telephone service established to assist families affected by relationship or separation issues.
Fight Dementia  1800 100 500 Provide support services to sufferers of dementia, including 24 hour phone support, early intervention programs for people with dementia, education, therapy and carer support groups.
Financial Counsellors Association of NSW  1300 914 408 Peak membership organisation for Financial Counsellors in NSW.
Gambling Help NSW  1800 858 858 Free gambling counselling services for gamblers, family members and friends.  
IMB Hardship Program  133 462 Provide assistance and advice for customers in hardship. Can provide temporary reduction or deferral of repayments.
ING Hardship Relief Guide  1300 349 166 Fact sheet advising ING customers how to apply for financial hardship relief. 
Lifeline  131 114 Providing all Australians experiencing a personal crisis with access to 24 hour crisis support and suicide prevention services.
Meals on Wheels NSW  8219 4200 Provides a nutritionally balanced meal and support to frail, aged people, people with a disability, and their carers.
Mensline Australia  1300 789 978 National telephone and online support, information and referral service for men with family and relationship concerns.
Mortgage Assistance Scheme (PDF 622 KB)  1300 468 746 Fact sheet explaining the scheme. Provides short-term help for people experiencing temporary difficulties with their home loan repayments because of an unavoidable change in circumstances.
NAB Hardship Program - NAB Care  1800 701 599 Provide assistance and support for customers unable to pay loan or credit card repayments.
Narcotics Anonymous Australia  1300 652 820 Provide support & advice to people suffering from narcotic addiction.  
No Interest Loans Scheme (NILS)  1800 509 994 Provide no interest loans to low income earners for household items or services.
Optus Hardship Program  1800 007 007 Link to Optus’ Financial Hardship Assistance & Policy page.
Origin Hardship Charter - Power On  13 24 61 Helps residential customers who are experiencing hardship manage their energy usage and bills. 
Parentline NSW  1300 1300 52 Free professional help for parents and carers for children 0 to 18 years in NSW. 
Parkinsons Australia  1800 644 189 Advice and support for people with Parkinsons and their carers. 
Relationships Australia  1300 364 277 Provides Counselling and Mediation Services for couples and families.
Salvation Army - The National Hope LIne  1300 467 354 Provides free nationwide professional telephone and online counselling.  
Sane Australia  1800 18 SANE (7263) Provides free nationwide professional telephone and online counselling.  
Squalor and hoarding toolkit  1800 225 474 Provides direction for service providers and community members (City of Sydney) to respond to situations of squalor and hoarding. 
St George Assist Hardship Program  1800 629 795 Provide assistance and support for customers unable to make loan repayments.
Step Up Loan  Any local NAB branch Provide a safe low interest loan between $800 and up to $3,000.For personal, domestic or household purposes. Eligibility criteria applies.
Suicide Call Back Service 1300 629 795 Provides free nationwide professional telephone and online counselling for anyone affected by suicide.
Suicide Prevention Australia  9223 3333 National peak body for the suicide prevention sector in Australia. Provide policy advice to governments, community awareness and public education. 
Tenancy Advocacy Service  133 220 Advice and support for tenants of private rental housing, social housing tenants, boarders, lodgers, and residential park residents. 
Westpac Assist  1800 067 497 Provide assistance and support for customers unable to make loan repayments.