We know times are tough
We know that rural customers are doing it tough following record low rainfall in South West Victoria over the past two years.
That’s why we’ve put together an assistance package to help rural customers during this difficult time. Please check the support measures outlined below to see if you’re eligible.
What’s available?
Primary producers using water for animal welfare are eligible for a 50 per cent waiver of the Rural Water Usage Surcharge for the 2024/25 financial year.
Have you got a 2024/25 water usage surcharge amount on your bill?
Contact our team on 1300 926 666 and we can adjust your account if you’re eligible.
Here’s an example
What’s available?
We may be able to help with bonus credit assistance if you’re having trouble keeping up with payments.
You may be eligible if:
- Your property is a home or a small business (fewer than 20 full-time equivalent employees)
- You’re making regular on-time payments
- You can’t pay the full amount within 12 months
How do bonus credits work?
For every third on-time payment, we’ll add a bonus credit to your account. For example, if you pay $100 a week you would get a $100 bonus after your third payment. Bonus credits for small businesses are capped at $1,700 per year.
Can’t pay your bill by the due date?
Call our team on 1300 926 666 to see if you’re eligible for support.
Here’s an example
What’s available?
If you’ve had a water leak, we can reduce the extra charges by up to 50 per cent. This is normally available once every five years.
We’ve extended this for rural customers to let you apply for a second leak allowance within five years. Just apply before 30 June 2026.
How’s it calculated?
- We compare your current usage to the same period last year.
- You’ll then get an allowance of up to 50 per cent of the difference.
Here’s an example
We’re here to help.
Have a question or need support?
Contact us on 1300 926 666, Monday to Friday between 8.15am and 5pm.
