Understanding your bill
If you’re not sure about something on your bill, we’re here to help you understand it.
On this page
Your new South East Water bill explained
If your bill looks different, this guide explains what’s included and where to get help. Start with a quick overview or explore more detailed information. Simple explanations and tools make it easier to understand your bill.
Key details on your bill
Your water bill shows important information such as your total amount due, due date and account number.
Use the interactive bill to explore a typical South East Water residential bill and see what each part means.
Select each icon to:
- understand what each charge covers
- learn what each section of the bill is for
Watch: How to read your water bill
Here’s a short video that explains the main parts of your bill in plain language.
Need help with your bill?
If you’re having trouble paying or something doesn’t look right, we’re here to help. We offer a range of support options.
You could save up to $381.40 in 2026-27 if you have a valid Health Care, Pensioner or DVA card. You can add or manage your concession details online through mySouthEastWater.
We offer flexible payment plans and support options, including more time to pay.
When you move house, we usually receive your details from your rental provider or property manager (if renting), or your solicitor or conveyancer (if buying). You don't have to do anything - we'll set up your account for you.
If your email address is provided, we’ll usually email your first bill. If you haven't received it, check your spam or junk folder.
We recommend adding billing@sew.com.au to your safe sender list.
Once you receive your bill, you can sign in to mySouthEastWater to change your billing preferences.
What should you do if you have a high bill?
If your bill is higher than expected, there are a few common reasons. Use the steps below to help work out why.
Check your meter reading
If we couldn’t access your meter, we may have estimated your usage based on past bills. This could be higher or lower than what you’ve actually used. If this happens, we’ll leave a card asking you to read your meter and tell us the reading.
You can submit your meter reading online, even if you didn’t receive a card. You can also do this if you think your bill is incorrect by emailing reading@servicestream.com.au or texting 0429 883 489.
Check for leaks
A leaking tap, toilet or hot water system can waste a lot of water. Fixing a leak early can help reduce your bill.
Have you been using more water than usual?
Have you been using more water than usual?
Melburnians use millions of litres of water every day. As our population grows and our environment changes, it’s important we make every drop count.
Changes in weather, more people at home, watering gardens or using cooling systems can all increase water use. Find out more on how you can save on water and on your bill.
Leaks and high usage reviews
If your bill is higher than expected due to a leak, we may be able to review your account under our High Usage and Leak Allowance (HULA) guidelines
To be eligible for a review you must:
Fix the leak
The leak must be repaired within 2 weeks of you becoming aware of it.
Apply within the time limit
- Submit your request within 90 days of either:
- receiving a notice from us about high water use, or
- the due date on the bill showing the higher usage
Not have had a recent review
- The property must not have received a high usage review in the past 5 years.
What you need to provide:
To request a review, email the following to usage@sew.com.au:
- a plumber’s report confirming the leak and repair
- a photo of your current meter reading
Manage your account and billing preferences
Love flexibility in paying your bill? We do to and offer a range of options to manage your account and bill payments.
It’s quick and easy to find out how much is owing on your account or to check your bill due date.
Have your account number ready – you can find it on the top right-hand corner of your bill.
Sign into mySouthEastWater
or
Phone: Call our automated number anytime on 1300 659 658.
If smaller, regular payments are easier to manage, you can set up a payment plan.
Pay weekly, fortnightly or monthly through mySouthEastWater.
Sign in or register to:
set up a new payment plan
change or cancel an existing plan
Direct debit is an easy way to pay your bill.
You’ll still receive your bill every 3 months. The amount due will be automatically taken from your nominated bank account or credit card.
Sign in to mySouthEastWater to set up direct debit.
Get your bill by email instead of post.
It’s faster, more convenient and helps reduce paper use.
Renters
Usually pay for water usage only.
This now includes what was previously called the sewage disposal charge.
Rental providers
Usually pay for fixed water and sewerage service charges, as well as other authorities’ charges.
If the property shares a meter (for example, a block of units), you may also need to pay for water usage. These charges can’t be passed on to renters.
Owner-occupiers
Pay for water usage, fixed service charges and other authorities’.
Residential prices and charges
Find out what you’ll pay for water use and services as a residential customer.
Business prices and charges
See the pricing, fees and charges for water use and services as a business customer.
We send your bill every 3 months (quarterly) by email or post.
If you’ve recently moved, you might get your first few bills closer together. This can happen if you move in between billing periods.
You won’t be charged twice for the same period.
Easy english: Understanding your bill
This Easy english guide uses plain language and clear visuals to explain your water bill and how to pay it.
Need more help?
If you need a translator, call the following phone numbers below:
National Relay Service (NRS)
If you are d/Deaf, hard of hearing, or have a speech/communication difficulty please contact us by:
Step 1 - Contact us through your preferred NRS call channel detailed on NRS call numbers and links.
Step 2 - Provide the NRS with our phone number 13 18 51
For more information visit: About the National Relay Service
Related information
If this isn’t what you were looking for, see the following links for more information: