If you or someone you know are unsafe right now, please call 000

There are ways we can support you. 

We have a specialist Customer Care team dedicated to supporting customers who are vulnerable to or impacted by family violence.

We know it can be difficult to talk about, so you'll only have to explain your situation once, and we promise you that your safety and privacy will always be respected. The information you provide won't be shared with anyone else on the account.

Where we can help :
  • Additional security on your account. 
  • Protection from debt recovery.
  • Setting up a payment plan you can manage.
  • Helping you apply for government grants you may be entitled to like the Utility Relief Grant Scheme.
  • Offering plumbing support.

For more ways we can help, please see our Family Violence Policy or for more financial assistance options, visit our Help and support page.

How to get in touch

You can connect with our Customer Care team directly on 1300 771 456 (Monday to Friday 8am - 6pm.) for a confidential chat or email customercare@sew.com.au 

Interpreter icon  For an interpreter call 03 9209 0130

 

What happens when you call
  • A member of our Customer Care team will ask you a couple of questions about yourself and your needs.
  • They will let you know what types of support we may be able to offer.
  • If for any reason you can’t complete the call, you can email us and we'll call you back at a date and time that suits you.

What is family and domestic violence?

Family and domestic violence is when someone is controlling or hurting you. There are lots of ways that someone can use abusive behaviour towards you such as:

  • Financial abuse when it comes to your water bill. Financial abuse can mean someone is stopping you from using your money or doing things to make your bill higher or harder to pay.
  • Emotional abuse such as insulting you yelling, swearing or making threats and frightening you.
  • Physical abuse such as pushing, shoving, kicking, slapping or threatening to do those things to you.

Anyone can experience domestic and family violence or abuse.

Support beyond your bill

South East Water can refer you to specialist family violence services who provide confidential counselling information and support.

Some of these include:

1800 Respect

Confidential information, counselling and support service

1800 737 732

1800respect.org.au, opens in a new window

Safe Steps

 Crisis support and referral to safe accommodation 

1800 015 188

safesteps.org.au, opens in a new window

Djirra 

Support for Aboriginal women and their children

1800 105 303

djirra.org.au, opens in a new window

Intouch 

Support for women from migrant and refugee backgrounds

1800 755 988

intouch.org.au, opens in a new window

QLife

LGBTIQ+ peer support and referral

1800 184 527

qlife.org.au, opens in a new window

Senior Rights Victoria 

Support and advice to help prevent elder abuse

1300 368 821

seniorsrights.org.au, opens in a new window

Sexual Assault Crisis Line

 Confidential counselling service

1800 806 292

sacl.com.au, opens in a new window

Men’s Referral service

 Support and referral for men

1300 766 491

ntv.org.au/mrs, opens in a new window

WAYYS

 Support for people who are homeless, or at risk of homelessness

1800 512 402

wayys.org.au, opens in a new window

Family Violence Law Help

 Information service regarding family violence and the law in Australia 

1800 737 732

familyviolencelaw.gov.au, opens in a new window

Beyond Blue

 Support to people affected by depression, anxiety and suicide

1300 224 636 

beyondblue.org.au, opens in a new window

Kids Help Line

 Phone and online counselling service for young people aged 5 to 25

1800 551 800

kidshelpline.com.au, opens in a new window

Lifeline

 Suicide prevention crisis support services

13 11 14

lifeline.org.au, opens in a new window

Orange Door

 Local support and safety hub for families

1800 271 170

orangedoor.vic.gov.au, opens in a new window

Financial Counselling Victoria

 Support and advocacy for people in financial difficulty 

03 9663 2000

fcvic.org.au/get-help/, opens in a new window

Queerlife

 LGBTIQ+ health and wellbeing support service 

03 9663 6733

queerspace.org.au/our-programs/, opens in a new window

Uniting Vic.Tas

 Escaping violence payment program

1800 864 746

unitingvictas.org.au/services/family-services, opens in a new window

Elizabeth Morgan House Aboriginal Womens’s Service

 Upholding the rights of Aboriginal women against gender and racially based violence

1800 364 297

emhaws.org.au, opens in a new window

Financial assistance

If you need some help with your bill, but not the extra support and protection you get when you let us know about your situation, there are a number of options available through our financial assistance page. 

Visit our Help and support page for more information.