Payment extension

If a payment isn't overdue but you know you'll need more time to pay, you can extend the due date by up to 35 days.

You can log in to My Account anytime and select 'Request a payment extension'. Or you can call 13 20 92 8am–5:30pm Monday to Friday (except public holidays). Choose option 3 and follow the prompts.

Payment arrangement

If a 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 break it up into regular smaller payments.

Call us on 13 20 92 8am–5:30pm Monday to Friday (except public holidays).

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 keep to your payment plan. If your bills go up or down by more than 10%, we'll send a letter to let you know the new amount you need to pay to stay on track. 

Call us on 13 20 92 8am–5:30pm Monday to Friday (except public holidays). 

After the plan is set up, you can add a direct debit in My Account to make payments automatic.

Deductions from Centrelink payments

Centrepay is a voluntary bill-paying service. It's free for Centrelink customers. Use Centrepay to arrange regular deductions from your Centrelink payment. You can start or change a deduction at any time. The quickest way to do it is online through your Centrelink online account. 

  • If you own your property, fill in our 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 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 apply online. Find out more about pension rebates.

Support if there's violence at home

We’ll provide confidential support however we can. Regardless of your financial situation, you can access BillAssist®. This helps us to keep your details even more secure and stops you needing to repeat your story. Our Customer Care team can also help with referrals to other help and support services.

Please don't hesitate to let us know what's going on. Fill in our confidential help and support form to help us understand your situation. We'll call you back within 2 working days. Or you can call us direct on 1800 222 280 8am–5:30pm Monday to Friday (except public holidays).

 All information provided to us is kept strictly confidential. See how we can help in our Family violence assistance policy.

Leak detection

Has your water bill gone up unexpectedly even though you haven't changed the way you use water or there's the same number of people in your home? Have you noticed wet patches on your lawn or damp walls in your house? You may have a leak. Have a look at our leak detection page to see how to check for leaks.

 

Find a water saving program

We offer a wide range of water saving programs to help you stop wasting water at home and in your business. Select the one you think suits you best. If you have questions, ask the Water Conservation team. Email us at waterefficiency@sydneywater.com.au.

 

Essential plumbing

If you have leaks to essential plumbing and you can't afford repairs, one of our licensed plumbers may be able to help through PlumbAssist®. They can:

  • repair or replace leaking or broken toilets, taps, showerheads and pipes

  • find and repair hidden leaks.

To qualify, you must:

  • own and occupy the home that will receive the service

  • be assessed as eligible by our Customer Care team

  • live in a property with an individual Sydney Water meter

  • be unable to afford essential plumbing repairs.

 

Note that if you have another service you can use, like a second toilet or shower, you may not qualify.

 

See PlumbAssist terms and conditions for more details.

Fill in our confidential help and support form, or call us on 1800 222 280 8am–5:30pm Monday to Friday (except public holidays).

Emergency support

Our Payment Assistance Scheme (PAS) can provide emergency financial support 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), contact us for a confidential discussion about your circumstances. We'll apply PAS credits directly to your Sydney Water bill if you're eligible.

Fill in our confidential help and support form, or call us on 1800 222 280 8am–5:30pm Monday to Friday (except public holidays).

If you'd rather chat face to face, contact an accredited community agency in your local government area.

 

Longer-term support

Our specialised staff can help with managing payment difficulties or increasing debt through BillAssist®. We'll discuss your situation confidentially, tailor advice to your needs, and provide a range of support options. We'll check in each quarter to see how you're going and whether your circumstances have changed.

Fill in our confidential help and support form, or call us on 1800 222 280 8am–5:30pm Monday to Friday (except public holidays).