About your account

Get the lowdown on your account with us

What would you like to know about your Sydney Water account? We’ve tried to cover the topics that many of our customers ask us about, including how to read your water bill. If you don’t find what you want on this page, do a search and we’ll try to direct you to where you need to go.

Go paperless with eBill

Do your bit for the environment and get your water bill in your inbox. It's easier to keep track and you'll be cutting paper clutter, too.


Set up a new account

If you're buying a property

You don't need to arrange an account for existing properties as our services will already be. We’ll automatically transfer the property account into your name once NSW Land Registry Services lets us know you're the new owner.

Find out everything you need to know about buying, selling or moving.

If you're renting a property

You don't need to do anything. The water bill stays in the owner's name. However, they may pass on charges for the water use if that's in your rental agreement. 


Understand your bill

When you pay your water bill, you're not just paying for the water you use (usage charges). You’re also supporting the infrastructure that keeps your water flowing (fixed charges).

Fixed charges are for your connections to our:

  • water and wastewater systems
  • stormwater system if you're in our catchment area.

There are some other charges too. If you're a business customer, you may have trade wastewater fees. If you're in the Rouse Hill drainage area, you may have those charges as well.

From time to time, your bill may also include charges for other services you've asked for, like WaterFix Residential. Visit Our prices to see all of the charges for your home, your business and prices for other services.

If you’re finding it hard to pay your bill, we understand. We can offer help paying your bill.

 

This is a typical Sydney Water bill

1. Account number

This identifies your property. 

2. Fixed charges

These are for your connections to our water, wastewater and stormwater services (if applicable). Find out what they'll be with our Fixed charges calculator

3. Usage charges

These cover the amount of water used at your property over the past billing cycle.

4. Online ID

This is your unique property owner ID. You'll need this when you register for eBill.

5. Payment number

This is the unique reference number you use to pay your bill.

6. Water meter

This includes your meter serial number, the readings on it, the period the charge covers and how much water was used.

Would you prefer to pay monthly?

Monthly bills cost an extra $37.14 a quarter to cover the cost of monthly meter readings, but they may help you to budget. Call us on 13 20 92.


Set and forget with direct debit

Set up a direct debit from your bank account and you’ll never miss a due date for your bill. We’ll process your payment automatically on the due date each quarter – and you don’t have to do a thing. 


Access current and past bills

Once you've gone paperless with eBill, you can access all your bills online from the date you registered. Alternatively, we can provide a statement that covers your last 5 bills, just contact us. If you need to go back further, it’s $35.29 for a billing record search statement through Sydney Water Tap in (you'll need to sign in or create an account). 


Update your details


Check if you've been charged too much

If you can't think how you may have used more water than usual, try a few things before you contact us.

Check your water meter reading

Make sure the black numbers on your water meter match the reading on your bill. If the numbers on your meter are lower, we may have made a mistake. We'll be happy to update your bill – just contact us and we'll fix it for you.

Check for leaks

If your meter reading looks correct, maybe there's a leak. Check out our leak detection page or read about Spotting and fixing leaks (149KB).

Calculate your water use

If you're concerned about the cost of your bill, you can record and calculate your water use at any time with our water usage calculators.

If you can't explain high water use

If you can't detect a leak or explain high water use, ask us to do a water meter test. We'll refund the fee and adjust your water use charge if the meter is faulty. To apply, fill out the Water meter test application form (309KB) or call 13 20 92.


Close an account if a customer has passed away

There are 3 options:

  • Call us with the details.
  • Complete our online form for managing a deceased estate. Find out more about how we help you manage deceased estates.
  • Use the Australian Death Notification Service, which lets you notify multiple organisations (including us) online that someone has died so their accounts can be closed or transferred.

Whatever you choose, we'll contact you within 10 days to discuss how you'd like us to manage the account. If you have any questions, please contact us.