Personalised support

Need more time to pay your water bill and want to do it yourself online?

Log into My Account, go to the ‘pay options’ tab and request an extension.

Once the extension is confirmed, we will pause any collection or restriction activity on the property. If the bill is not paid by the extension due date, collection action will resume.

Water bills are due within 21 days of issue. If your payment is overdue, interest is added daily until the balance is paid.

Struggling to pay your water account? We will assess your situation and may be able to pause interest charges on your account.

You may be eligible for a credit on your account.

We will assess your financial circumstances and put money onto your account.

If you need extra help, we can refer you to local organisations that offer financial counselling and support with everyday expenses.

This means you will not have to repeat your situation because we can help connect you directly to the right services.

We may be able to help with essential plumbing repairs. To be eligible for this scheme, you must be:

• The owner and occupier of the property

• Willing to be assessed or financial assistance

• Unable to afford essential plumbing repairs

• In regular contact with Hunter Water

Domestic and family violence is a serious and widespread issue in Australia, with significant impacts on individuals, families and communities.

Hunter Water recognises that family violence can increase the complexity of financial hardship. We work closely with local specialist domestic and family violence resource centres and can connect you with these services.

Our team is trained to recognise and respond appropriately to your situation. We prioritise your confidentiality at every step.

For more information, visit our support page or contact us for a confidential discussion.

Are you a tenant and your landlord has missed paying a water bill?

We may be able to offer a short extension, giving you time to contact the property owner or managing agent. During this period, we will not start any recovery action.

In some situations, we allow tenants to pay the amount due and deduct it from their rent.

If we are forced to restrict or disconnect the water service, we will notify both the property owner and the tenant.

Easy English is a simple, clear way of writing for people with low literacy or limited English. It focuses on key messages, using both words and images to make information easier to understand.

Hunter Water has worked with accessible information specialists Scope to translate some important documents into Easy English.