Recovery Action

It is important that you are aware of the actions that we may take to recover outstanding accounts. We may restrict or disconnect the supply to your property and/or take legal action if you do not:

  • respond to reminder notices
  • pay your outstanding debt or agree to a payment scheme
  • comply with agreed arrangements.

Below is an outline of steps that we will take to recover outstanding debts.

Step 1:

If you don’t pay your account by the due date, we will send you a reminder notice and/or a Notice of Recovery Action, advising that your account is overdue.

Step 2:

If you fail to pay or make arrangements to pay within the required seven days, you will receive a final notice, advising that if the account remains unpaid, the water supply may be restricted or disconnected without further notice.

Step 3:

If the water supply to your property is restricted or disconnected, we will make every effort to notify the occupants at the time or, if no-one is home, we will leave a notice in the letterbox.

Before the service is restored, you will be required to pay the overdue amount or make an agreed payment arrangement. You will also be required to pay a reconnection fee.

  • Frequently Asked Questions

    • 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

    • 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.

    • 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 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.

    • 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.

Pay Your Bill by Credit Card
Need Help Paying

News

View All