Residential customers » Customer assistance

Customer assistance

Customer Service Office Mandy helps a customer at the Ryrie Steet office.

Customer Service Office Mandy helps a customer at the Ryrie Street office.

Concessions and grants

Eligible customers can apply for concessions on their water bill.

Customers in financial hardship may apply for assistance grants.

  More on concessions and grants



Customer Charters

Our customer charters outline our commitment to our customers, guaranteed service levels, and maintenance responsibilities. The charters also outlines your respective rights and responsibilities as a customer.

  More on our customer charters 



Complaints and disputes

We handle complaints fairly and quickly.

We have a dedicated Customer Liaison Coordinator to handle complaints.

  More about complaints and disputes



Need help paying your bill?

If you're having difficulty paying your water bill, we have a range of solutions to help.

  More on payment assistance



Intepreter service: ✆13 14 50

If you are not confident communicating in English, you can contact us through the Translating and Interpreter Service.

More information about the Translating and Interpeter Service



National Relay Service: ✆13 36 77

If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service.

  National Relay Service call numbers

  National Relay Service website



Update your details

Help us keep your customer details correct and up to date, or arrange to have someone access your account details on your behalf.

  Update your details