Deceased estates

What to do when an account holder dies

The name on the account matches the property title deed. It transfers when the ownership updates. If this takes time, someone needs to be authorised in the meantime.

What happens next

What information you need

Notify us

What happens next

The account will be updated when probate is finalised but you may need to update some information before that happens.
 

The name on the account is linked to the property title deed. NSW Land Registry Services will automatically update our records to reflect any changes. We'll keep sending bills and other communications to the mailing address or email address we have on record for the property until this happens.

If you'd like to redirect the bill, you can log in to My Account and add the property. You will need a copy of the bill to do this. If you don't have a copy of the bill, notify us using the form below to be authorised on the account.

If the account is set up for direct debit and the bank account is frozen, you'll need to cancel the direct debit arrangement. If you're responsible for the account until probate is finalised, you can log in to My Account and add the property. You will then be able to update the payment details. Alternatively, call our direct debit team on 02 8849 4949 8:30am–4pm Monday to Friday (except public holidays).

If you're living in the property and need help with the bill, call us on 13 20 92 8am–5:30pm Monday to Friday (except public holidays). We'll work together to find a solution. Find out how we can help with your bill or read our Payment assistance policy for more information.

We'll write to your solicitor to confirm how the estate is progressing and when the probate application will go through the NSW Supreme Court. We can also place a hold on any debt recovery action for up to 12 months while the estate is going through probate. If you don't contact us, our Overdue payments policy will apply.

If you're the sole beneficiary and you're a pensioner, you may qualify for a pension rebate. You can apply online but you will need to provide documentation to confirm your eligibility.

What information you need

You'll need to provide information to help us manage the account until probate, including:

  • your contact details
  • the name of the deceased and your relationship to them
  • the property (or properties) concerned
  • a copy of the death certificate or an extract of the will, or both, to confirm who has authority over the account during the deceased estate administration process.

If there's no will
When there's no will, the NSW Supreme Court will need to issue letters of administration before the estate can be settled. This can be a complex process. We recommend consulting a solicitor.

Notify us

We'll be in touch to discuss next steps in around 10 days.

 

Managing a deceased estate

You can also use the Australian Death Notification Service. It can provide verification of death to all the organisations you select. You'll be contacted directly by those organisations for any other required information. If the person has died overseas, the Australian Death Notification Service isn't available.