Personalised support
Our local, understanding team is here to support you. We'll assess your situation and provide a range of support options to help make paying your bill easier.
Your options
- Set up Easy Pay to pay in smaller, regular amounts
- Apply for a payment extension
- Contact us about personalised payment support
Personalised support options
There are many ways we can help. Contact us the way you feel comfortable.
Call on 1300 657 657, use Live Chat (during business hours) or email us.
Once you contact our team, we'll assess your situation and offer appropriate support.
The following support is available, depending on your circumstance.
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Request an extension
You can request a payment extension in the following ways:
- Apply for an extension online
- Call us on 1300 657 657
- Use Live Chat (during business hours)
- Register or log in to My Account and submit a request
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Interest payment relief
When you get your water bill you have 21 days to pay it. Interest accrues on your account from the day it falls overdue. Please reach out if you need support and we may hold on charging the interest.
Call us on 1300 657 657, use Live Chat or email us to find out more.
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Account credit
You may be eligible for a credit on your account. This is where we will assess your financial circumstances and put money onto your account.
Call us on 1300 657 657, use Live Chat or email us to find out more.
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Referral for financial support
We can help you avoid having to explain your situation again with a referral to local organisations who can offer other financial support including financial counselling and help with other expenses.
Call us on 1300 657 657, use Live Chat or email us to find out more.
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Help fixing plumbing problems
We may be able to assist you with essential plumbing repairs. To be eligible for this scheme you must;
- be the owner and occupier
- be assessed by the team for financial assistance
- be unable to afford essential plumbing repairs
- keep in regular contact with Hunter Water
Call us on 1300 657 657, use Live Chat or email us to find out more.
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Support for customers impacted by domestic and family violence
Domestic and family violence is a serious and widespread problem in Australia, which has significant individual, family and community impacts and social costs. We acknowledge that family violence can increase the complexity of financial hardship. We work closely with local domestic and family violence resource centres that are specialist agencies. We can connect you with these services. Our team are trained to recognise and respond appropriately to assess your needs. We ensure your immediate confidentiality is prioritised.
Visit our support page, or call us on 1300 657 657, use Live Chat or email us for a confidential discussion.
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Help for tenants
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. Contact us to discuss this option: call us on 1300 657 657, use Live Chat or email us.
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. We will notify the property owner and the occupier/tenant if we are forced to restrict or disconnect the water service.
Recovery action
We provide 21 days to pay your Hunter Water bill. If payments aren’t made on time and if you haven’t contacted us for assistance, then we will take actions to recover any overdue amounts.
Please reach out and talk to us about your situation so we can help you avoid recovery steps.
Read more in our Debt Recovery and Hardship Policy.
Please note:
- You'll get a Final Notice saying your account is unpaid after 21 days.
- We might restrict your water supply. If we do, you'll need to pay the overdue amount, plus a connection fee, to lift the restriction.
- A collection agency might be engaged to recover the outstanding amount.
- We may start legal action to recover the outstanding amount.
Contact us
Speak to our team on 1300 657 657 or with Live Chat during business hours. You can also email us.
Hunter Water has worked with accessible information specialists SCOPE to translate a number of our fact sheets, including about bills payments, into Easy English.