Your account and paying bills

Your account and paying bills

One of the fastest and most convenient ways to pay your bill is via credit/debit card online. You’ll need your WaterNSW bill handy to be able to make your payment. All transactions are handled securely by Westpac banking services.

Pay by Credit/Debit card

A fee of 0.4% applies to Visa/Mastercard payments and a 1.2% surcharge applies to American Express payments.

Register for electronic billing

Register for ebilling and you’ll receive your bill via email. Sign up now or call our friendly staff on 1300 662 077.

Understanding your bill

We are pleased to inform you that we’re changing the way your WaterNSW bill looks.

In response to our customer feedback, we have updated the look and feel of your bill, by ensuring your charges are clearer and simpler to understand.

We have also summarised your charges on page one, as part of our ongoing effort to make billing easier for you. We have created a bill explainer to help you read and understand your new customer bill.

More about paying your bills

Paying by credit/debit card: You can pay by credit/debit card online or via the phone on 1300 662 077 and selecting option #3. You’ll need your WaterNSW bill handy to be able to make your payment.

BPAY: To set up BPAY you'll need the biller code and customer reference number. They are on the payment slip on the lower half of the first page of your bill.

Australia Post Billpay: Pay your bill in person at any Australia Post Office. Present your payment slip and pay via cash, EFTPOS, cheque or money order at any post office.

Paying by cheque: Payable to WaterNSW, send your cheque payment to WaterNSW, PO Box 1018, Dubbo, NSW 2830.

WaterNSW issues bills that represent your entitlement charges as well with any usage charges that have taken place during the bill period. The billing periods are below:

Regulated and Greater Sydney water customers: Your bills are issued quarterly in arrears where you will pay your annual entitlement charges in four instalments during the year, on top of any water charges that you have used during that quarter. Your bills will be issued in February, May, August and November of each year.

Groundwater and Unregulated water customers: Your bills are issued annually in arrears where you will pay your annual entitlement in full in one bill, along with any water charges from the prior year. Your annual bill will be issued in September (Groundwater) and October (Unregulated) of each year.

Fish River customers: Your bills are issued bi-annually in arrears where you will be billed for the minimum annual quantity, along with any water charges from the prior 6 months. Your bi-annual bill will be issued in February and August of each year.

All accounts are payable, in full, within 30 days of the date of issue.

If your account is not paid by the due date, interest will be charged on the outstanding amount, in accordance with the rate set by the Supreme Court of NSW.

We will send you a reminder notice(s) and overdue notice(s) if your bill is overdue. If you do not pay your bill, WaterNSW may suspend your licence and this will affect your ability to order and take water.

Interest is charged on overdue bills in accordance with the current rate of 7.25%, which has been set by the Supreme Court of NSW. Interest will be charged even if you have negotiated a payment plan with WaterNSW.

If you feel that your bill is incorrect, please contact us via:

Customer helpdesk on 1300 662 077 or billing@waternsw.com.au

You will need to quote your customer account number when contacting WaterNSW regarding your bill.

When you are having difficulties paying your water bill, you should contact us a soon as possible.

We can offer:

  • An extension of up to 3 months.
  • A payment arrangement to pay the account in regular instalments over a period of 3 months.
  • In some circumstances WaterNSW will allow a payment plan of longer than 3 months. This will require some evidence of hardship. You should contact WaterNSW to discuss details of what is required (see below).

We can also help you identify options and solutions to sort out the bill before the next one is due, so you can keep debt at a manageable level.

We will consider your current circumstances and payment history when assessing an appropriate payment arrangement, but we cannot reduce the amount you pay.

In considering these options you should note that overdue accounts attract interest charges.

WaterNSW does not provide pensioner concessions as a water licence is deemed to be for a commercial purpose.

To be eligible for a deferred payment plan longer than 3 months, you must satisfy one or more of the following conditions:

  • You are receiving direct benefits from the Commonwealth Exceptional Circumstances Scheme
  • You are receiving benefits under a State-operated drought (or other natural disaster) relief scheme
  • You are suffering conditions arising from a drought of record in your valley/area, and have no carryover water or access to other water
  • You are experiencing conditions that create a direct and significant impact on your ability to pay water charges.

Your application must be supported by one or more of the following:

  • Documentary evidence from Centrelink or the Rural Assistance Authority that demonstrates financial hardship
  • Evidence that farm income has been reduced by at least 70% due to the abnormal conditions being experienced
  • A statutory declaration of off-farm income and investment levels, with evidence that annual off-farm income is less than $20,000 per annum
  • Evidence that you have attempted to trade any available water on the temporary or permanent market, eg copies of water transfer applications.

We carefully and confidentially consider all applications to defer payments. However, requests for negotiated payments are not automatically approved.

Affordability Assistance / Support

We are committed to helping customers who may require affordability assistance to keep their water flowing. We call it affordability when customers would like to pay their water charges but really cannot manage to do so.

If you are having trouble paying your WaterNSW bill, contact us as soon as possible as we have a range of options that may be of help to you. We will help you identify options and solutions to sort out the bill before the next one is due, so you can keep debts at a more manageable level. We will consider your current circumstances and payment history when assessing an appropriate payment arrangement. We cannot reduce the amount you pay. Where your bill remains outstanding, and you have not contacted us to arrange for assistance we will undertake a process to ensure recovery.

To find out more please contact us on 1300 662 077.

WaterNSW Debt management code of practice (PDF, 1055.29 KB)

When your bill remains outstanding, and you have not contacted us to arrange for  assistance, we will undertake a process to enact recovery.

We will give you every opportunity to pay your bill. We do this by providing you with a number of reminder notices at regular intervals.

If your bill remains unpaid at the end of the reminder process, then we will consider suspending your licence. This means that you cannot order, extract or trade water.

Before the licence suspension is lifted you will be required to pay the overdue amount in  full. The lifting of the suspension needs to be lodged with NSW Land Registry Services (LRS) and could take up to 10 days to be processed.

Our aim is to avoid suspension where possible. We would prefer that you contact us early and arrange payment support. WaterNSW will always honour any arrangement in place and refrain from debt recovery processes during this period.

If you feel that our actions are not appropriate, you may refer your complaint to one of our managers. If you are still dissatisfied you may refer matters to the Energy & Water Ombudsman of NSW (EWON).

EWON provides an independent dispute resolution service for customers of electricity, gas and water providers in NSW. This service is free of charge to you. EWON can be contacted via their website or on 1800 246 545.

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Tuesday 22 October