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Our payment assistance options
If you need help to pay your water bill, we can help. Find out about payment extensions, and ask about extra time to pay, payment plans, hardship support, referrals to community services and more.
Use our form for hardship support. We'll call with options within 2 working days.
Payment extensions and plans
Request a payment extension
If your payment isn't overdue but you'll need more time to pay, you can extend the due date by up to 35 days. Log in to My Account and select 'Request a payment extension'. Or call 13 20 92 8am–5:30pm Monday to Friday (except public holidays) – choose option 3 and follow the prompts.
Make a payment arrangement
If your payment is overdue or you need longer to pay off a current balance, you can request a payment arrangement. You can have until the next bill is issued to either pay the full balance or choose to split it into regular smaller payments. Call 13 20 92 8am–5:30pm Monday to Friday (except public holidays).
Set up a payment plan
To manage your budget or pay off a larger amount, you can ask to pay your bills in equal fortnightly or monthly instalments. There are no late payment fees or interest charges if you stick to the plan (it's easy to log in to My Account and set up direct debit). If your bill goes up or down by more than 10%, we'll contact you to let you know the new amount you need to pay to stay on track. Call 13 20 92 8am–5:30pm Monday to Friday (except public holidays).
Support if there's violence at home
Please let us know what's going on. We'll provide support however we can. Fill in our confidential help and support form to help us understand your situation. Or call our Customer Care team direct on 1800 222 280 8am–5:30pm Monday to Friday (except public holidays).
Whatever your financial situation, you can access BillAssist®. This helps us to keep your details even more secure, and you won't have to repeat your story. We can also help with referrals to other help and support services. All information you provide is kept strictly confidential. See our Family violence assistance policy.
Deductions from Centrelink payments
Centrepay is a free, voluntary bill-paying service. Arrange regular deductions from your Centrelink payment, and start or change your deduction anytime.
The quickest way to set up Centrepay is through your Centrelink online account, or:
- if you own your property, fill in our confidential help and support form or call us on 13 20 92 8am–5:30pm Monday to Friday (except public holidays). We can set up automatic deductions for you.
- if you're a tenant, call Services Australia or visit Services Australia for more information.
Discounts for pensioners
If you get an aged, disability or service pension or a government allowance, you may qualify for a pension rebate on your water bill. Find out more about pension rebates and apply online.
Essential plumbing
If you can't afford to repair leaks in essential plumbing, you may be eligible for PlumbAssist®. If so, one of our licensed plumbers can:
- repair or replace leaking or broken toilets, taps, showerheads and pipes
- find and repair hidden leaks.
To be eligible, you must:
- own and occupy the home that will receive the service
- be assessed as eligible by a Sydney Water Customer Care case coordinator
- live in a property with an individual Sydney Water meter
- be unable to afford essential plumbing repairs.
You may not qualify if you have another service you can use, like a second toilet or shower. See PlumbAssist terms and conditions.
Fill in our confidential help and support form, or call 1800 222 280 8am–5:30pm Monday to Friday (except public holidays).
Hardship support
You could be eligible for financial support if you're having difficulty paying your water bill through our Payment Assistance Scheme (PAS). We can apply PAS credits directly to your Sydney Water bill.
If you own the home you live in, or you're a tenant who pays for your water usage (you have your own meter), let's discuss your situation. Fill in our confidential help and support form, call 1800 222 280 8am–5:30pm Monday to Friday (except public holidays), or visit a local accredited community agency in person.
Longer-term support
BillAssist® may be a longer-term answer to managing payment difficulties or increasing debt. We'll talk to you confidentially about your situation, provide tailored advice and provide a range of support options. Then we'll check in with you every quarter to see how you're going and if things have changed.
Fill in our confidential help and support form, or call 1800 222 280 8am–5:30pm Monday to Friday (except public holidays).
Access to interpreters
Call TIS National, the free Translating and Interpreting Service, on 131 450 for interpreters in 160+ languages. Ask to talk to Sydney Water.
Call 131 450
需要口译员？请致电TIS 免费翻译服务並且要求与悉尼水务 (Sydney Water) 交谈。
需要口譯員？ 請致電TIS 免費翻譯服務並且要求與悉尼水務 (Sydney Water) 交談。
. (Sydney Water) هل تحتاج إلى مترجم؟ اتصل ب خدمة الترجمة.التحريرية المجانية ، واطلب التحدث إلى مياه سدني
Χρειάζεστε διερμηνέα; Καλέστε την TIS, τη δωρεάν Υπηρεσία Μετάφρασης και Διερμηνείας, και ζητήστε να μιλήσετε με το Sydney Water.
통역이 필요하세요? 무료 번역 및 통역 서비스인 TIS에 전화하여 시드니워터 (Sydney Water) 와 상담을 요청하십시오.
Bạn có cần thông dịch viên không? Hãy gọi cho TIS, Dịch vụ Phiên dịch miễn phí, và yêu cầu nói chuyện với Sydney Water.
Need help to choose?
You don't necessarily have to talk to our team – some help options are do-it-yourself.
If you're not sure how to choose the help option that's most appropriate for you, narrow it down with our easy step-by-step payment assistance finder.