Account balance

We read most meters once every three months. When you pay your bill in full, your account balance will be zero until we next read your meter and send a new bill.

Your payment number is in the bottom right corner of your bill.

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What can you do if you've paid the wrong account?
If you've paid the wrong account, please call us on 13 20 92.

You'll need to have your bill handy so you can tell us the correct account number. You'll also need to have proof of your payment.

Once we have the details, we'll trace the payment and transfer it to your account.

Your account number is in the top right hand corner of your bill.
How can you get a refund if you've paid your bill twice?
If you've accidentally paid your bill twice, you have two options. You can:
- leave the payment on your account. It will then appear as a credit on your next bill
- call us on 13 20 92 to request a refund. You'll need your account number and proof of both payments if you choose this option.
Your account number is in the top right corner of your bill.
What can you do if you don't think you've used as much water as shown on your bill?
If you've just received your bill and feel the water usage charge is too high, there are a few things you can do.

Check your meter reading is accurate
Firstly, check the meter reading on your bill is correct. To do this, read the black numbers on your meter, then check the second page of your bill. If the numbers on the meter are a little higher than 'This Reading' (to allow for the difference between when we read the meter and when you received your bill), the reading is correct.

If the number on your meter is lower than 'This Reading' on your bill, please call us on 13 20 92 with the correct reading. We'll update your bill with the correct details.

Check for leaks
If the meter reading is correct, you may wish to do a simple test to check your home for leaks. Find out more about leak detection.

It's also a good idea to consider any possible reasons for an increase in water use. For example, you may have:
- changed your outdoor watering because of new turf and gardens, or hotter weather
- had extra people staying at your property
- filled a swimming pool
- changed a hot water system or other plumbing appliances.
Request a WaterFix® Concealed Leaks appointment
If the water usage on your water bill has increased, but you can't see a leak, you might need our WaterFix® Concealed Leaks service.
Our specialist team will be able to help identify leaks that are hard to find. WaterFix® Concealed Leaks comes with a market leading guarantee – if we don’t find a leak, the service is free.

Find out more about WaterFix® Concealed Leaks.

Request a water meter test
If you still think your water use is unreasonably high, you can pay to request a water meter test. We suggest this as a last resort, as meters are found to be accurate 80-90% of the time.

If the meter is found to be faulty, we'll adjust your water use charge and refund the meter test fee. If the meter is recording accurately, we won't refund the test fee.
How can you get a copy of your past bills?
Simply register for eBill! You just need a recent paper bill to begin.

Once you've registered, you'll:
- be able to look at your past bills. (Online bills will only be available from the registration date)
- stop getting paper bills and start getting electronic ones.
Register now!

Find out more about eBill.

Still want paper bills?
When you've copied your past bills, you can cancel your registration and return to paper bills.

But, if you cancel your registration, you won't have access to your past bills online.

Printed on: 25/11/20 12:45

URL: http://www.sydneywater.com.au/SW/accounts-billing/managing-your-account/account-balance/index.htm

Account balance

Check your meter reading is accurate

Check for leaks

Request a WaterFix® Concealed Leaks appointment

Request a water meter test

Still want paper bills?