Help with your bill

As we all work together to slow the spread of coronavirus (COVID-19), we understand the impacts this may have on our customers.

Whether you are a resident living in our service area or operate a business in our community, if you need some assistance with your City West Water bill right now, we are here to help.

Please contact us to discuss your needs. We have programs in place to assist customers experiencing financial difficulty and can help you decide the best support for your circumstances.

We also continue to look at other options we can implement to help our customers during this time. 

We are very mindful of the financial situation facing many people. We won’t be restricting water supply to any customers who cannot pay their bills as a result of the impacts of COVID-19.

Please be patient if we take a little more time than usual to respond, as we are supporting a number of customer requests at this time. 

If you have been financially impacted by COVID-19 please call us on 131 691 or contact us to discuss payment options for you. 

Residential hardship support 

We have a range of payment support options to help residential customers experiencing genuine financial difficulties. 

These offerings are in line with our Residential Hardship Policy.

Water Assist Program

Funded support to help customers reduce their residential water use.  

Water Assist Program is a funded plumbing program aimed at reducing residential customer water bills which may have increased due to leaking pipes or appliances. The program is funded by the Department of Environment, Land, Water & Planning’s (DELWP) Community Rebate Program. Customers can access a capped amount of minor plumbing services over a two-year period.  

How does it work? 

Eligible customers are sent an invitation to receive a free household water audit. If the plumber identifies any inefficiency our Contractor may undertake repairs up to a capped amount. The program is funded by City West Water at no cost to the customer. Repairs may include but are not limited to: adjusting leaking taps, replacing old style showerheads or repairs to inefficient toilets. 

Who is eligible? 

Residential customers who:  

  • are an owner or a tenant 
  • does not reside in a Department of Health and Human Service (DHHS) property 
    • DHHS provide their own maintenance service to their tenants allowing the CWW budget to be allocated to customers who cannot benefit from any other plumbing assistance program 
  • have not claimed the full Water Assist cap amount before in the last 2 financial years 
  • are experiencing high water usage (200+ litres per day, per person) 
  • is having difficulty engaging and paying for their own plumber 
  • is having difficulty paying their CWW bill or is at risk due to high water usage 

Want to apply for Water Assist? 

If you believe you meet the above criteria, call 131 691 to speak with our caring and understanding team. 

Utility Relief Grant Scheme

A grant scheme to assist low-income residential households in financial crisis.  

A grant scheme, offered through the Department of Health and Human Services (DHHS), to assist low-income residential households who are in a financial crisis with no way of paying their mains electricity, gas or water bill due and are at risk of disconnection or restriction of supply. 

How much is the grant for? 

The amount of a grant is based on the amount owing at the time of application. A cap of $650 on each utility account cannot be exceeded, of $1,300 for single source households.  

Who is eligible? 

  • evidence of family violence 
  • decrease in income (must have occurred within the last 12 months) 
    • eg: loss/reduction of employment/personal or combined household income 
  • high unexpected expenses on essential (must have occurred within the last 12 months) 
    • eg: relocation costs, medical expenses, large emergency purchases or repairs. 
  • Cost of shelter is more than 30% of household income 

Want to apply for a Utility Relief Grant? 

If you meet the above criteria you can apply by calling 131 691 to speak with our caring and understanding team.

Family Violence

The safety of our customers and employees is paramount at City West Water. We are committed to providing respectful and confidential assistance to individuals experiencing family violence, including: 

  • maintaining the security of individuals stories, account information and data 
  • providing appropriate financial support, including financial assistance and other external supports available within the community.  

Please call 131 691 to discuss your circumstance in confidence, so we can understand how to best support you. 

Our Family Violence Policy outlines more information about our full commitment. 

Hardship Grant

Residential customers who can prove they are experiencing extreme financial difficulties may be eligible for direct financial assistance, to help reduce overdue payments for City West Water bills. 

Who is eligible for a Grant? 

A customer that is identified (either by themselves, City West Water, or an independent accredited financial counsellor) as having the intention but not the financial capacity to make the required payments within the timeframe set out in the payment terms.  

Please note: this grant is subject to approval based on an assessment by City West Water. 

Want to apply for a Grant? 

Please call 131 691 to speak with our caring and understanding team to undertake an assessment.   

Business hardship support 

Our business customers can request to extend their bill due date with a payment extension. We offer a range of bill extension options, to apply please  use our online request a payment extension form, or call 131 691 and speak with our caring and understanding team to discuss your current circumstance. 

If you complete the online form, the extension date will appear at the bottom of the screen automatically and you will receive a confirmation email. 

Want to pay your bill?

We offer a range of payment options, including payment extensions and direct debit, to help make it easy to pay your bill. 

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