Your Account

  • Direct Debits

    • If I set up a direct debit will I still get my bill?

      Answer

      Yes, we will send your bill as usual before the payment date, so you can see how much you are paying in advance. The direct debit payment will then be processed automatically on the due date.

    • Can I cancel the direct debit agreement If I change my mind?

      Answer

      Yes. You can cancel at anytime. Contact us to stop a payment going through on direct debit you'll need to cancel at least four business days before the due date.

    • What if I have a direct debit and don't agree with the amount due?

      Answer

      Contact us before the due date with your query. We will stop or postpone your direct debit and you won't be debited until the issue has been resolved.

      If a direct debit has gone through and you find an error in your bill, you will be refunded in full for any portion of the bill that is confirmed as incorrect.

       

  • Managing Your Account

    • How often do I receive a bill?

      Answer

      As a customer, you will receive three bills each year, each one covering a period of four months. The two main items on your Hunter Water bill are service and usage charges.

      The three Hunter Water billing cycles are:

      • 1 July to 31 October
      • 1 November to 28 February
      • 1 March to 30 June

    • How long do I have to pay my bill?

      Answer

      You have 21 days from the issue date to pay your Hunter Water bill or your account may commence into recovery action which may lead to the restriction of your water meter or referral to a collection agency. If you are having difficulty paying your bill or are concerned about meeting a payment on time, it is important that you contact us as soon as possible.

    • How much do I pay for water?

      Answer

      More information about water bills and charges can be found at residential pricing and charges  or business pricing and charges.

    • What options are available for me to pay my bill?

      Answer

      A number of bill payment options are available:

      1. Direct debit 
      2. Pay by credit card - BPOINT
      3. BPAY - telephone and Internet banking
      4. In person - pay at any Australia Post Office 
      5. By post - Hunter Water, Locked Bag W102, Sydney NSW 1292

    • My property is tenanted so where does my bill get sent to?

      Answer

      If your property is tenanted and there is an alternate address other than the property address, we will send a copy of the notices to the postal address on our account records.

    • How can I check that the meter reading on my bill is correct?

      Answer

      Compare the meter reading shown on the back of your water bill, to the numbers contained within the dial on your water meter.

      View our guide to reading your water meter. 

    • Can I get a copy of my bill?

      Answer

      Yes. If you have not received your account, have misplaced the original or have lost it, we can provide you with a copy.

      Complete our online form or Contact us with all the relevant details of the account including account number and address of the property.  We can then post to the mailing address provided on the account.

    • What if I think my bill is incorrect?

      Answer

      If you believe your account is incorrect, you should contact us before the due date and we will investigate this further for you.

    • If you are disputing your account and are not satisfied with our solutions?

      Answer

      If you are not satisfied with our response, you can request that your complaint be referred to one of our Managers for review. If you are still unsatisfied, you may refer matters to the Energy and Water Ombudsman NSW .

      The Ombudsman provides an independent dispute resolution service for customers of electricity, gas and water providers in NSW. This service is free of charge to you. The Energy & Water Ombudsman of NSW can be contacted on 1800 246 545. However, before going to the Ombudsman, please give us the opportunity to resolve any issues first.

    • What happens if I don't pay my bill?

      Answer

      If you don’t pay your bill, recovery action may be taken. However Hunter Water maintain a Code of Practice for Debt and Disconnection explaining how we can help you if you are having difficulty paying your bill as well as outlining our corporate obligations and processes involved if your account remains unpaid.

  • Payment Assistance

    • I am struggling to pay my bill. What options are available to me?

      Answer

      If you are a residential customer finding it hard to pay your water bill, Please contact us and we can assist through a payment plan or alternately we can offer support through payment assistance.

    • As a tenant can I access the Payment Assistance Scheme?

      Answer

      A tenant who is required to pay for water use as part of their lease agreements can apply for limited assistance under the Payment Assistance Scheme. You will need to live in an individually metered residence and have a copy of the Hunter Water bill from your landlord.

  • Pension Rebates

    • As a pensioner, am I entitled to a rebate?

      Answer

      You are eligible for a pensioner rebate if you are the owner and occupier of a property and hold one of the following cards:

      • Pensioner Concession Card
      • Department of Veterans Affairs Gold Card embossed with
        TPI/TII or
      • War widow/widower or Extreme Disablement Adjustment (EDA)

      If you have one of these valid cards and are the owner and occupier of your property please contact us and one of our representatives will apply the rebate to your account.

      Properties which form part of a Community Title, mobile home village or caravan park are not eligible for this rebate.

      There are circumstances where the applicant is not the owner of the property, such as under the terms of a life tenancy/sole beneficiary or similar agreement, but may still be entitled to a rebate.

       

    • As a pensioner, when should I notify Hunter Water of changes in my circumstances?

      Answer

      It is important customers who receive the pension rebate to contact us if there is a change in situations such as:

      • you buy a property to occupy as your permanent residence
      • you move or change your mailing address
      • you are away for a long period of time
      • you leave Australia for any period
      • your personal circumstances change through divorce, separation or death of a spouse.

  • Tenants

    • I am a tenant, what happens if the bill isn't paid?

      Answer

      If you are a tenant and your landlord has missed an account payment, we may allow a short extension of time so you can contact the property owner or managing agent.

      We will not commence any recovery action during this agreed period. We also allow tenants, in certain circumstances, to pay Hunter Water the amount due on the property and then deduct that amount from rent payable to the property owner.

      If no suitable arrangements are made to pay the amount owed, we may restrict or disconnect services and begin debt recovery action. In such cases we will notify the property owner and ensure notice is given at the property address of the actions to be taken.

    • I rent a commercial property, what are my payment responsibilities?

      Answer

      Most commercial tenants are responsible for paying the total water account (service and usage charges). However, this depends on the lease agreement with your tenant.  Refer to the conditions contained within your lease agreement.

    • As a tenant can I access the Payment Assistance Scheme?

      Answer

      A tenant who is required to pay for water use as part of their lease agreements can apply for limited assistance under the Payment Assistance Scheme. You will need to live in an individually metered residence and have a copy of the Hunter Water bill from your landlord.