My Account terms and conditions

Before registering for a My Account, please read the full terms and conditions carefully.

Registering means you will:

  • access bills and account details online
  • receive bills and other notices via email (you can change your preferences once logged in)
  • protect your login details and use two-step verification, and
  • accept these terms and conditions.


We’ve included a short non-binding summary of each section to help explain what it covers.

  1. Meaning of words
    The words we use often throughout the terms and conditions with a definition of what they mean. Learn more

  2. My Account and Hunter Water
    What My Account is and how we use it to deliver you services. Learn more

  3. Acceptance of terms and conditions
    Registering means you accept these terms and conditions. Learn more

  4. Registration and use
    Who can register. Your responsibilities, our responsibilities, and the rules you must follow, when using My Account. How we’ll let you know if we change these terms at any time. Learn more

  5. Privacy
    How we collect and manage your personal information and for what reason. Learn more

  6. Liability
    We aim to deliver the best service we can, but can’t promise or make guarantees about it, or are liable for any loss. Learn more

  7. Intellectual property
    How we treat the content in My Account. Learn more

  8. Termination
    Reasons why we may close your My Account. And if we do, you are still responsible for paying anything outstanding on your bill. Learn more

  9. Miscellaneous
    More legal details which includes our choice of law. Learn more

1. Meaning of words

Summary: This section covers the words we use often throughout the terms and conditions with a definition of what they mean.

(a) Bills means your Hunter Water bill, invoice or statement (however described) for the services or products we provide. This includes any communications, notices or other billing related information we send you.

(b) eBill service or eBill refers to our method for delivering your bill to you via your nominated email address.

(c) Hunter Water My Account or My Account is Hunter Water’s online billing and account platform

(d) Business Day means Monday through to Friday of each week, when banks are open.

(e) Communications includes information we send to you as about your services with us or any other Hunter Water publications.

(f) Us, our or we means Hunter Water Corporation ABN 46 228 513 446.

(g) You or your means the person who accepts these terms and conditions personally or on behalf of someone else, for example a company or other legal entity.

(h) Banking Partner means the independent financial institution who gets customer payment details and processes payments made by Hunter Water customers who choose to pay their bill online.

2. My Account and Hunter Water

My Account is Hunter Water’s online customer account portal. We use My Account to:

(a) Provide customers with access to their bills online and view historic billing information;

(b) Provide efficient and 24 hour access for customers to update contact information or delivery preferences;

(c) Ensure that additional services that form part of the My Account experience can be updated to improve efficiency in your interactions with Hunter Water.

3. Acceptance of terms and conditions

(a) By registering for My Account you accept the terms and conditions as outlined on this page.

4. Registration and use

(a) To register for My Account you must be the registered property owner or their nominated representative;

(b) Information provided must be true, accurate, current and complete and that you will be required to update your personal information via My Account as required;

(c) All billing history and personal information provided by you will be stored securely in the My Account online customer platform;

(d) Upon registration all future bills and communication related to Hunter Water services will be sent to you via your registered email address. Bills and communications are deemed as delivered once sent to the registered email account and the customer is responsible for the associated accounts and actions;

(e) Log in details must be kept secure and Hunter Water must be notified in the event of unauthorised use of your My Account or any other breach of security;

(f) To protect the security of My Account information, two factor authentication will be used to verify your identity. If Hunter Water is unable to verify that you are the registered property owner you will not be able to use or access My Account;

(g) You may cancel your My Account at any time by following the instructions. Upon cancellation of My Account you will remain responsible for paying any outstanding bills or other liabilities incurred. If you cancel your My Account and remain a registered property owner, you will still be a Hunter Water customer in accordance with our Customer Contract and future bills will be sent to your registered mailing address.

(h) Hunter Water is committed to protecting bills and other correspondence sent via email or SMS and take all security measures available. Hunter Water cannot be held responsible for security issues that arise outside of Hunter Water’s control when sending email or SMS correspondence. To the extent permitted by law, Hunter Water will not be liable for any breach of security or unintended loss or disclosure of information, except where the breach is caused by gross negligence on our behalf.

(i) You may request access to your personal information at any time. Read more about the way Hunter Water manages your privacy.

(j) Hunter Water may amend the terms and conditions at any time. In the event of amendments Hunter Water will:

  • Update the terms and conditions on the website
  • Send you an email OR add a message to your bill providing notification of the change.

5. Privacy

(a) When you register for My Account Hunter Water will collect your personal information and manage your personal information in accordance with our Privacy Framework. More about how Hunter Water manages your privacy.

(b) Hunter Water will:

  • Collect only the personal information that is necessary to register for My Account, to verify your identity, send you bills and other communication relevant to the services that Hunter Water provides you.
  • Collect:
    • Name
    • Address
    • Phone number
    • Email address
    • Account number

(c) Only use the personal information for the purpose it was collected (to provide My Account and online billing services) or for other related purposes including reminder notices, debt collection, communication or information related to your services at Hunter Water.

(d) Store your personal information in the My Account system which is hosted by a third party. Hunter Water ensures that third party agreements contain strong commercial protections and are bound to comply with NSW Privacy Legislation.

(e) Protect your personal information from misuse and unauthorised access by limiting access to those employees and contractors who need it to perform their work at Hunter Water.

(f) Dispose of personal information when it is no longer needed for the purpose for which it was collected.

6. Our liability to you

(a) Subject to any rights that cannot be limited or excluded by law, including the consumer guarantees regime under Australian Consumer Law , Hunter Water:

  • Make no warranty that My Account and the associated bill payment service will be uninterrupted or error free
  • Do not guarantee continuous access to My Account and will not be liable if My Account is unavailable due to malfunctions, upgrades, preventative or remedial maintenance activities or interruptions in tele-communications supply.
  • Will not be liable for any loss or damage, including but not limited to, data, savings, business, profit or any other direct, indirect, special or consequential loss, however caused (including negligence) arising out of or in connection with the My Account terms and conditions above mentioned.

7. Intellectual property rights

(a) Using My Account does not give you ownership or any intellectual property rights to My Account or the content that you access when using the My Account service

(b) You grant Hunter Water non-exclusive, irrevocable, worldwide and royalty free license to host and use your content as needed for the sole purpose of providing you with an online bill.

8. Termination

(a) Hunter Water may terminate or suspend your My Account or use of the service for any reason, including a breach of these terms and conditions, fraud, inactivity, access, use, security or technical issues at any time by providing you with reasonable notice.

(b) Hunter Water will not be liable to you or any third party for termination or suspension of My Account.

(c) If Hunter Water suspend or terminate My Account you will be responsible for any outstanding bills or liabilities incurred prior to the suspension date.

9. Miscellaneous

(a) The terms of Schedule B - Customer Contract of our Operating Licence (as amended and superseded from time to time) will take precedence over these terms and conditions, to the extent there is any inconsistency between them.

(b) The laws of New South Wales, Australia govern these terms and conditions. If any terms and conditions are found to be invalid or unenforceable by a court of law, such invalidity or unenforceability will not affect the remainder of the terms and conditions which will continue in force and effect.

(c) All rights not expressly granted in these terms and conditions are reserved.

(d) We will not be deemed to have waived any rights or remedies under these terms and conditions unless such waiver is in writing and signed by one of our authorised officers. No delay or omission on our part in exercising any rights or remedies shall operate as a waiver of such rights or remedies.

(e) We may assign or otherwise deal with our rights and subcontract and novate our obligations under these terms and conditions without your prior written consent.