Help to pay your water bill

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 1 and follow the prompts.

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).

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.

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.

If you get an aged, disability or service pension or a government allowance, you may qualify for the pensioner concession, which provides a discount on your water bill.

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 and showerheads
• 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
• 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.

You could be eligible for financial support through our Payment Assistance Scheme (PAS) if you're having difficulty paying your water bill. 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. There are 3 ways you can find out more:

• Fill in our confidential help and support form.
• Call 1800 222 280 8am–5:30pm Monday to Friday (except public holidays).
• Visit a local accredited community agency in person.

Need more support?

If financial hardship extends beyond your ability to pay your Sydney Water bill, try accessing other help and support. To find out more about PAS, feel free to email us or call 1800 222 280 8am–5:30pm Monday to Friday (except public holidays).

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.