Customer Care

We know from experience that, depending on what’s going on in your life, anyone can be vulnerable. If you are finding that financial difficulties are impacting on your commitments, contact Customer Care to discuss a range of assistance options to assist you and your individual circumstances.

Our team of dedicated staff work with you individually and can communicate with community support and information referral service providers, such as financial counsellors, to provide you with information to access particular programs and services.

Respecting your privacy

As with all our customers, Customer Care will keep your circumstances confidential. We will only release your information to people you identify with your consent.

Connect to government concessions and programs

If you have an eligible concession card from Centrelink or the Department of Veterans’ Affairs, the team can register your concession for a discount on your water and sewerage charges.

On request, Customer Care can also register applications and forward forms for government programs such as the Utility Relief Scheme (URGS).

Free financial counselling

Through our partnership with Better Place AustraliaCustomer Care can give you information to access free financial counselling with an accredited financial counsellor.

1800 87 00 88 for the exclusive use of the Customer Care program.

Live chat and further info at

A financial counsellor can assist you by:

  • providing information about your options with all outstanding bills and debts
  • advocating and negotiating on your behalf with creditors, if requested
  • providing information about legal processes for credit/debt matters
  • referrals to other organisations that can assist based on your circumstances.

Water audits and other free plumbing services

The Customer Care team can give you water efficiency information to assist in reducing consumption so that you don’t use and pay more than you need to.

You may also be eligible for our Plumbing Assistance, which provides access to free plumbing services such as home water checks, so you can save water and reduce your water bill. The program also involves free plumbing repairs for eligible customers who can’t pay for a licensed plumber.