Help with your bill
Everyone needs essential water services, but we know that unforeseen events such as an illness or relationship breakdown may make it hard to pay your bill.
If your employment or income has been affected by COVID-19, read below to see how we may be able to help.
What we offer
Call 13 20 92 to use our automated payment extension service or speak to an operator.
Our Payment Assistance Scheme (PAS) provides emergency relief to customers struggling to pay their water bill.
If you own and live in your home, or are a tenant who pays your own water usage (have your own meter):
- call us on 13 20 92
- visit one of our community agencies for a confidential assessment of your individual circumstances.
We offer a plumbing service for customers who are experiencing financial difficulty and need essential plumbing work.
What is essential work?
This includes repairing or replacing leaking or broken toilets, taps, showerheads and pipes, and finding and repairing hidden leaks.
To qualify for this service, you must:
- be the owner and occupier of the home that will receive the service
- be assessed as eligible by a Sydney Water Customer Care case coordinator
- live in a property with a Sydney Water meter
- be unable to afford essential plumbing repairs.
For more information, please read our Terms and conditions or call us on 13 20 92 to see if you're eligible.
We understand the need to protect both our customers and plumbers while we're working together to save water.
When you book an appointment, we'll ask you if anyone in your household is self-isolating and if anyone has been in contact with someone who has been confirmed with COVID-19. The day before your appointment, we'll send you a reminder message and ask you to contact us if you or anyone in your home is feeling unwell.
Before each appointment, our plumbers will wash their hands with soap and/or use alcohol-based hand sanitiser gel before putting on new, disposable gloves.
They will also practice social distancing by maintaining a distance of 1.5 metres from everyone at all times.
BillAssist® is our customer assistance program for people experiencing longer-term payment difficulties.
Our qualified community service staff can help you manage payment difficulties or growing bills and debt. Your dedicated case coordinator will:
- confidentially talk to you about your situation
- provide you with a range of support options and advice tailored to your needs.
If you’re having trouble paying your bills, call us on 13 20 92. Ask to speak to our Customer Care team.
Simply claim your pensioner rebate online or call us on 13 20 92.
If you were deployed during the bushfire crisis and you're self-employed, or your employer did not provide volunteer leave for the full period you were deployed, you may be entitled to a credit on your account. You must own and live in your property to qualify for the credit. Please call 13 20 92 before 30 June 2020 to apply.
We can speak your language!
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我们提供简体中文的有用信息，您也可以使用我们的免费翻译服务致电 13 14 50
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Accredited community agencies
For help with your bill, visit one of our accredited community agencies.