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.
How does it work?
What’s available?
Bonus credit assistance up to $1,700 can be applied if you meet both the following criteria:
- Your property is being used for residential purposes or is a small business (less than 20 full-time equivalent employees).
- You continue to pay your current invoices as they fall due, but you can’t clear your debt within one year.
Bonus credits may also apply in exceptional circumstances. Contact us for more information.
If you’re eligible for bonus credits, we’ll match every third payment you make. For example, if you made three weekly payments of $100 each, we’ll provide a bonus credit of $100 off your account when you make the third payment. Bonus credits can also be applied where you make once-off payments. Bonus credits are capped at $1,700.
Can’t pay your bill by the due date?
Call our team on 1300 926 666 to see if you’re eligible for support.
How does it work?
What’s available?
We currently provide allowances of 50 per cent off your bill if you have a water leak at your property. These allowances are normally limited to once every five years.
We’ve now extended this so that rural customers can claim a second leak allowance in a five-year period. This will apply to applications made before 30 June 2026.
Experienced a water leak?
Once you’ve repaired the leak, contact us on 1300 926 666 and we’ll sort you out over the phone.
How does it work?
Need help?
Then contact our Customer Support Team on 1300 926 666, Monday to Friday between 8.15am and 5pm.
