Concessions and financial support

Concessions and financial support

Eligible government concession card holders, and anyone assessed as having a low income, may be able to claim a water and sewerage rate remission. The Department for Human Services administer these concessions and you can check your eligibility online or by calling their concessions hotline on 1800 307 758/ TTY 8226 6789.

We understand that sometimes it’s difficult to meet household expenses and that a sudden change in circumstances, like a loss or change in income, can lead to financial difficulty. We help our residential customers experiencing short and long term financial hardship by working together to agree a payment plan so that overdue accounts and new bills are paid as early and easily as possible.

If you’re having difficulty paying your bill, please talk to us so we can help you get back on track. Please call us on 7424 1650 during business hours.

By working together, we can:

  • agree a interest free and flexible weekly, fortnightly or monthly payment plan
  • protect you from water supply restrictions and additional fees including supply restoration costs, and
  • remove the worry of debt collection or legal action.

We negotiate payment arrangements on a case-by-case basis because we appreciate that everyone’s circumstances are different. With our help, customers finding it difficult to pay their bills can also access free, confidential and independent financial counselling, support and assistance.

Read our Customer Assist Brochure and Hardship Policy to find out more.


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  • Major faults

  • Underway

  • Fletcher Rd
  • Largs North
  • 18/11/2019
  • Water Supply On
  • 18/11/2019 02:21 PM - We are attending to an incident in Largs North with no interruption to the water supply. The safety of our crews and customers comes first, and we always aim to minimise inconvenience by restoring services as quickly as we can. Reference Number WO: 07131440.
  • See all major faults

  • Scheduled works

  • Underway
  • Lamshed St
  • Maitland
  • 19/11/2019
  • Temporary Supply Interruption
  • Estimated start time and water supply off: 22/11/2019 09:00 AM
    Estimated restore time and water supply back on: 22/11/2019 04:00 PM

    We’re improving your services and undertaking maintenance work in Maitland. Sometimes our crews need to temporarily interrupt the water supply to our customers and/or manage traffic while they are working. Temporary traffic management may remain in place until reinstatement of the impacted road is complete. We always aim to minimise inconvenience by restoring services as safely and quickly as we can.


  • See all scheduled works