Help with your bill

We can help you manage your payments

If you're facing financial difficulty, or you may be eligible for rebates, just ask. Log in to My Account to request a payment extension or call our Customer Care team. Plus, there's other help and support you may be able to access.

Have you registered for My Account?
Go paperless, make payments, set up direct debit, update payment and address details, arrange payment extensions, check your balance, and see billing and payment history. Find out more about My Account or register now.

Payment extensions and plans

If your payment isn't overdue yet but you'll need more time to pay, it's easy to log in to My Account and request a new payment date. If you prefer, call us and we'll help you set it up.

Or maybe a payment plan could help you manage your budget. You can arrange to pay bills in smaller amounts every 2 weeks or monthly. There are no late payment fees or interest charges if you keep to the arrangement. Call us on 13 20 92 8am–5:30pm Monday to Friday (except public holidays).

For more information, see our Payment assistance policy and Overdue payments policy.

Free essential plumbing

Our PlumbAssist® service provides essential plumbing repairs in your home for free if you're experiencing financial difficulty. For example, we can:

  • repair or replace leaking or broken toilets, taps, showerheads and pipes
  • find and repair hidden leaks.

To qualify for PlumbAssist, 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.

Find out more from our PlumbAssist terms and conditions, or call us on 13 20 92 8am–5:30pm Monday to Friday (except public holidays).

Discounts for pensioners

If you receive an aged, disability or service pension or a government allowance, you may qualify for a pension rebate on your quarterly water bill. You can either apply online or call us on 13 20 92 8am–5:30pm Monday to Friday (except public holidays).

Longer-term support

Our community service staff can help customers manage payment difficulties or increasing debt through BillAssist®. You'll have a dedicated Sydney Water Customer Care case coordinator. They can discuss your situation confidentially, tailor advice to your needs and provide a range of support options.

Call us on 13 20 92 8am–5:30pm Monday to Friday (except public holidays) and ask to speak to our Customer Care team.

Emergency support

We can offer support through our Payment Assistance Scheme (PAS) if you’re having difficulty paying your 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 have a confidential chat about your circumstances. We can apply PAS credits directly to your Sydney Water bill if you're eligible. There are 2 ways to access PAS:

  • Call 13 20 92 8am–5:30pm Monday to Friday (except public holidays) and ask to speak to a case coordinator in our Customer Care team.
  • Make an appointment with an accredited community agency in your local government area.

Free resources for community agencies
Our Customer Care team also provides support for community agencies. We'll help with PAS accreditation, speakers at community events, and information on how your clients can access our services as economically as possible.

Support if there's violence at home

Your water bill should be the last thing on your mind, and we're committed to helping you however we can. You can access BillAssist regardless of your financial situation. Our Customer Care team can also help with referrals to other help and support services if you need them.

We want to support you. See the extent of how we can help in our Family violence assistance policy. Please don't hesitate to let us know what's going on. All information is kept strictly confidential.

Access to interpreters in 160+ languages

Call TIS National, the free Translating and Interpreting Service, on 131 450 and 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.