Help with your bill
Our friendly staff are based in Sydney and ready to take your call.
What you can do
Call 13 20 92 to use our automated payment extension service or to speak to one of our friendly staff.
Payment plans are a great way to help get your debt back on track or to even out your payments.
Call 13 20 92 weekdays to talk to us about paying your bill in regular instalments.
If you're a tenant, call Services Australia or visit the Services Australia website for more information.
We offer a plumbing service called PlumbAssist® 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.
If you receive an aged, disability or service pension or a government allowance, you may be eligible for a pension rebate on your bill each quarter.
You can either apply for a pensioner rebate online or call us on 13 20 92.
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 increasing bills and debt. Your dedicated case coordinator will:
- talk to you about your situation confidentially
- 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 weekdays and ask to speak to our Customer Care team.
We're here to help
In 2020, we:
- received over 500,000 calls to our Customer Service teams
- provided more than $900,000 in financial support
- gave 15,000 customers extra time to pay their bills
- set up 40,000 special payment arrangements.
If you own and live in your home, or are a tenant who pays your own water usage (have your own meter) please call us on 13 20 92 or visit one of our community agencies for a confidential assessment of your individual circumstances.
Our qualified case coordinators, or one of our accredited community agencies, will talk to you about your situation and apply PAS credits directly to your Sydney Water bill if you're eligible.
All customers identified as experiencing, or affected by, family violence will be entered into our BillAssist ® program regardless of your financial situation.
We do this to create a single point of contact and to keep your details secure. Our Customer Care team is qualified to help either with your bill or with referrals to other support services.
For more information, read our Family violence assistance policy or call us on 13 20 92.
We're proud to support you during difficult times
We speak your language!
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Find out who to contact for other help and support
There are a range of financial assistance, and counselling and support services available across Greater Sydney.
See support servicesApply for Payment Assistance Scheme (PAS) credits
Don't want to contact us? We've accredited community agencies across Greater Sydney to help us manage PAS credits.
See list of agencies