We know it’s been a tough few years...
Whether you need some extra time to pay your bill, a little help managing your budget or you are experiencing financial hardship, there are flexible payment options available.
Our local Customer Service team is here to support anyone facing difficulties, especially when it comes to paying your bills.
Easy online options
Smoothpay
Smoothpay makes budgeting for your bills easier by allowing you to spread your payments across the year, paying smaller amounts more frequently.
This interest-free plan has no additional fees or charges, and can also be used to pay off existing debt of up to $500.
Smoothpay is easy to set up in My Account.
Request a 7-day extension
Sometimes you might need just a little more time to pay. It’s easy to request a 7-day extension, available online at My Account.
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Log in or register for My Account
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Go to ‘My Payments’ page
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Select ‘Request – 7-day extension’
Your bill’s due date will be automatically extended for 7 days with no fees or interest. This option is only available before the due date on your bill.
Payment plans
Short-term payment plan
This plan can help you pay off an individual bill in instalments you can afford, helping you to pay it off before your next bill arrives.
You can choose weekly, fortnightly or monthly instalments.
For a personalised short-term plan, please call us on 1300 086 489.
Hardship payment plan
When times are tough, we understand that customers may not be able to afford all their bills. If you can’t pay your bill, please contact us as soon as possible to discuss how we can help.
We offer longer-term, interest-free plans to help you get back on your feet. These plans are available to anyone who meets our hardship eligibility criteria.
For a personalised hardship plan, please call us on 1300 086 489.
Our promise
You will be treated with dignity and respect by our trained staff, and your circumstances will be kept confidential.
We may also be able to refer you to other support programs to help vulnerable customers available through community organisations and government agencies.
Keeping prices low
We work hard to keep bills as low as possible and have frozen water and sewerage usage charges for seven years running.
Our priority is to maintain high-quality, safe and reliable services for our customers while investing in essential infrastructure to manage the growing population in our region.
Customer care FAQs
We know some of our customers are doing it tough after being impacted by the late-February extreme wet weather event.
We’re offering a $50 flood rebate to customers whose properties were inundated. This is equivalent to the average amount of water a family of four uses in two weeks, or running a garden hose for eight hours straight. This rebate is intended to help cover the cost of water used for cleaning.
Unitywater is continuing to work with the three councils across the Unitywater service area (Moreton Bay, Noosa and Sunshine Coast) to gather the relevant data and determine which of our customers were impacted. Below is a list of suburbs identified so far. We must ensure our approach is fair and prudent to all our customers across our service region.
If you need further support, please call one of our Payment Team specialists on 1300 664 389 or email customer.service@unitywater.com and we can provide a variety of flexible payment options to suit you.
Our business response to COVID-19
We have a strong response in place for managing the impact of Coronavirus (COVID-19) to ensure we continue to provide essential water and sewerage services for our customers.
