Finding it hard to pay your bill? We are here to help.
We know this is a tough time for many of our customers financially and we can help.
Our financial support programs provide tailored options to customers who are having trouble paying their water bill, including payment extensions, flexible payment options and assisting with concessions, access to financial assistance programs, and government grants.
Flexible payment options
We offer flexible and affordable payment plans which allow you to pay off the balance of your account weekly, fortnightly or monthly at a pace convenient to you. To setup a payment plan please call 1300 720 711 and select option 2.
We offer payment extensions to enable you to pay off the balance of your account at a pace convenient to you.
If you have been impacted by coronavirus (COVID-19) and are having difficulties paying your bill, we can offer you a payment extension for up to three months and we will work with you on a plan to help you pay and manage your bill.
Stay on top of your bill using direct debit. It’s a convenient and hassle free way of paying your account, making sure your bills are paid on time. Payments can be debited from your everyday banking or credit card account on a payment schedule that meets your needs.
Centrepay is a free and voluntary service to pay bills and expenses as regular deductions from your Centrelink payments.
If you receive a Centrelink payment you can pay your bills by automatic fortnightly instalments through regular deductions from your benefit.
You can start, change or stop using Centrepay whenever you like. Find out more about Centrepay and how you can use it for regular bills and other ongoing expenses.
Concessions effective 1 July 2023
A range of concessions are available to all Victorians on low incomes or experiencing hardship and needing help meeting the cost of living.
You may be eligible for a State Government funded concession on your water and wastewater account at your primary place of residence if you hold a valid concession card.
The annual state government concessions effective 1 July 2023 are:
- Water and sewerage concession (max rebate) – $354.10
- Single service concession (max rebate) – $177.05
Eligible concession cards
For concession cardholders to be eligible for a discount on their water and wastewater costs, their name and address on the bill must match that on the concession card.
Eligible concession cards include the following:
- Pensioner Concession Card
- Health Care Card
- DVA Repatriation Health Card.
To learn more about the concessions available for essential services including, electricity, gas, water and council rates, download the Department of Human Services Guide to Discounts and Services for eligible households in Victoria
Apply for a concession
Customers who hold a valid Concession Card may be eligible for a discount. To apply, simply complete this form:
- Water and Sewerage concession application form – online reader enabled (PDF)
- Water and Sewerage Concession accessible application form – screen reader software enabled to read and complete documents (Word doc)
Visit the Department of Health and Human Services to find out more about concessions an benefits.
Financial assistance programs
Utility Relief Grant Scheme (URGS)
The Utility Relief Grant provides assistance for domestic customers who are unable to pay their utility bills due to a temporary financial crisis. Assistance may be provided to low-income households suffering a short-term (within last 12 months) financial crisis who are unable to pay for a current utility and who are at risk of disconnection or restriction of supply.
The grant is based on the balance owing at the time of application and does not have to be paid back.
If applicants do not hold a current concession card, they must be registered with their utility retailer’s customer support program to be eligible.
To find out if you are eligible for the Utility Relief Grant Scheme please contact Westernport Water’s Customer Care Officer on 1300 720 711.
You can visit the Department of Human Services for more information. The Department of Health and Human Services works to achieve the best health, wellbeing and safety for all Victorians so that they can lead a life they value.
Customer Care Grants
Customer Care Grants provide assistance to people experiencing financial difficulties because of extenuating circumstances, something outside your control which temporarily affects your ability to pay your bill.
Customer Care Grants are available to residential customers on a case by case basis for those that meet the eligibility criteria. To find out if you are eligible for a Customer Care Grant please contact Westernport Water’s Customer Care Officer on 1300 720 711 for a confidential conversation.
Community Rebate Program
Customers please be advised that this program is currently on hold until a new contract plumber is appointed (September 2022).
Eligible customers will receive a free water efficiency audit from a licensed plumber, contracted by Westernport Water, to assist in reducing their water use.
Eligible customers may then receive assistance of up to $750 from the Program for agreed products or services. Offer available until 30 June 2023.
We continue to take expressions of interest and can contact you once we have a new contract plumber for this program.
We invite you to contact us on 1300 720 711 to determine if you are eligible for an initial water audit.
*The Program does not provide subsidies for bills, but assists customers on a concession or payment arrangement to reduce water use and utility costs.
Other useful resources
Financial Counselling Australia – Offer financial counsellors that are non-judgmental, qualified professionals who provide information, support and advocacy to people in financial difficulty. 1800 007 007
Anglicare – Leongatha office – 03 5662 4561, 1800 809 722 or email anglicarevic.org.au
Kildonan – Kildonan Uniting Care offers a range of programs and services to support children, youth and families. They target the issues that can lead to personal or financial hardship, family stress or breakdown – tackling them upfront before problems take hold or worsen.
Money Help – MoneyHelp give free financial counselling and information for Victorians experiencing financial difficulty to achieve better money management and budget
Policies to support customers experiencing financial difficulty
Customer Support Policy
Westernport Water recognises that anyone may experience financial difficulties and we extend our Customer Support Policy to those who have the intent, but not the capacity to pay.
View our Customer Support Policy
For a confidential discussion with our Customer Care Officer call 1300 720 711 or email us at email@example.com
Family Violence Policy
Westernport Water is commitment to effectively supporting our customers and employees who may be experiencing, directly or indirectly, family violence.
Westernport Water actively promotes gender equality and respectful relationships, and has a zero tolerance to violence in all its forms.
The organisation seeks to empower customers to request assistance in regards to family violence related concerns, regardless of their current financial capacity.
View our Family Violence Policy
For a list of support services available, please visit Family Violence Statewide Support Services.
For a confidential discussion with our Customer Care Officer: call 1300 720 711, or email us at firstname.lastname@example.org
Whether you need to arrange a payment extension, instalment plan or something more, we understand that sometimes you just need a little extra help with your bills. Download our 2023 Customer Care brochure to learn more.
Our service level guarantee
We have a responsibility to support residential customers experiencing financial difficulties. If you’re having trouble paying your bill, and we restrict your water supply or undertake legal action without taking reasonable steps to contact you and provide information about the help available, you may be entitled to a rebate.
To be eligible for a rebate, customers must first be a recognised hardship customer experiencing financial difficulties.