Deceased estates

When an account holder dies, we need certain information and supporting documents before we have the authority to make changes on their account before probate. Only an authorised person can manage the account.

On this page

Information you may need to update

How to get authorisation

Information you may need to update

These are some of the things you will need to consider. Make sure you have authorisation if you need to make changes to the account.

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'll need a copy of the bill to do this. If you don't have a copy of the bill, please fill in the Managing a deceased estate form 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 to pay your water 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 pensioner concession. You can apply online, but you'll need to provide documentation to confirm your eligibility.

How to get authorisation

Before we can grant authorisation, we'll need this information from you:

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

Please fill in the form. We'll be in touch in around 10 days to discuss next steps.

Managing a deceased estate form

Notify multiple organisations at once
If you prefer, you can contact multiple organis­ations (including us) with a single form via the free Australian Death Notification Service. The organisations you notify will contact you directly to close or transfer accounts.