Sydney Water provides financial support to customers during COVID-19

Media release

April 8 2020
 
Households suffering financial difficulties during this period of economic uncertainty can now access payment support offered by Sydney Water. Sydney Water Managing Director, Roch Cheroux, says the programs are designed to help support customers having difficulty paying their bills due to the impacts of COVID-19.
 
“A number of options are available to our customers that allow for flexibility and hopefully will reduce the amount of stress many people are finding themselves under at the moment,” Mr Cheroux said today. “Flexible payment options allow for the extension of a customer’s bill due date in the short term. For ongoing difficulties, customers can be set up a regular fortnightly or monthly payment plan.”
 
“Sydney Water is also working with Centrelink to allow for deductions to be taken directly from Centrelink payments to a customer’s Sydney Water account.” “Those with an aged, disability or service pension may be eligible for a pension rebate on their quarterly bill.”
 
“For those in longer-term hardship, Sydney Water’s BillAssist program offers case management by qualified community service staff, who will work with customers to manage long-term payment difficulties or growing bills and debt. Emergency financial relief may also be provided through the Payment Assistance Scheme to customers unable to pay their water bills.”
 
“Unforeseen events such as these can make it hard for customers to pay their bills on time. Sydney Water understands this and remains committed to placing the customer at the heart of everything we do and supporting them through this time.”
Also accessible for those on our BillAssist program is PlumbAssist, which facilitates plumbing services for customers who require emergency or essential plumbing work and are unable to afford it.
 
“Customers can simply head to our website to find the right option for them, or contact us on 13 20 92 ”, Mr Cheroux said.
 
Sydney Water also understands that there has been an increase in domestic violence in recent weeks. We want to reassure our customers that if they are impacted by domestic violence and their financial circumstances change during this time, they can seek support through our assistance program and we will protect their personal records.
 
Sydney Water continues to function as an essential service during this period, providing Greater Sydney with ongoing water and wastewater services.