1. Home
  2. About Us
  3. Contact us
  4. Customer care

We are freezing all of our prices for the 2020-21 financial year to support residents and businesses during the COVID-19 pandemic and recovery.

It is the sixth consecutive year that we have frozen water and sewerage usage charges, part of our ongoing commitment to keep costs as low as possible. 

We’ve also frozen prices for our non-residential and trade waste customers to help local businesses during this challenging time.

View our 2020-21 prices

Pay-what-you-can Personalised Plans

In these tough times, we understand that many customers can’t afford to pay all their bills. If you need help, we want to support you to keep paying whatever you can. 

We offer interest-free ‘pay-what-you-can’ plans that allow you to pay only what you can afford, until you’re back on your feet. These plans are available to anyone who meets our hardship eligibility criteria.

To confirm your eligibility and discuss a tailored plan to meet your needs, please call our friendly local team in Maroochydore on 1300 086 489.

Extra time to pay and no interest

We're here to support you during the COVID-19 pandemic. We understand it is an uncertain time and you may be facing difficulties, especially when it comes to paying your bills. We're helping all of our water and sewerage customers by:

  • Providing an extra 30 days to pay your water and sewerage bill (this is automatically applied to the due date on Unitywater bills issued after 2 April 2020 until 31 March 2021). 

  • Not charging interest on overdue amounts on bills, reminders and overdue notices issued after 2 April 2020 until 31 March 2021. It is important to note, you may still receive reminders and overdue notices for bills issued prior to 2 April 2020. Interest that was applied to your account before 2 April 2020 is still payable, however you will not accrue any further interest.

FAQs

We have a Customer Relief Package available for all water and sewerage customers, and from 2 April we have:

  • automatically extended your payment due date from 30 days to 60 days for water and sewerage bills issued after 2 April 2020, until 31 March 2021
  • stopped charging interest on overdue amounts on bills, reminders and overdue notices until 31 March 2021, starting from 2 April 2020.

As these changes are automatic, you do not need to contact us to apply them to your account.

We understand this is a difficult time for you and want to help you wherever we can. We have extended your bill due date from 30 days to 60 days and won’t charge any interest on overdue amounts on bills, reminders and overdue notices until 31 March 2021 (starting from 2 April 2020). You may still receive reminders and overdue notices for bills issued before 2 April 2020, but these will not accrue interest. 

If you need further assistance, we have hardship payment plans available. To set one up, please contact us on 1300 086 489 or customer.service@unitywater.com. Please note: payment plans do not accrue any interest.
You can’t put a complete hold on your bills, but we do have other ways to help you, such as a hardship payment plan. Please contact us on 1300 086 489 or customer.service@unitywater.com and we can assist you. Please note that payment plans do not accrue any interest.

The $200 is to help alleviate water and electricity bills. The fastest way for the government to implement it is to deliver the whole credit automatically through electricity bills, so there are no current plans for the rebate to be available on your Unitywater bill. 

You do not need to do anything to claim this credit. It will appear on your electricity bill automatically. For more information, download the Queensland Government Q&A (PDF) or contact your electricity provider.

Waiving access charges would impact our services for our customers. It would also cost millions of dollars, with job losses and cuts to our infrastructure programs which ensure we continue to provide reliable and safe services.
We encourage everyone to be water efficient and you can turn the tap off while scrubbing and rubbing your hands to save water. If you run a tap for five minutes it costs about 30 cents - so a lot less than that for each hand wash. We think that's a pretty small price to pay for your health!

No interest will be applied to your account from 2 April 2020 until 31 March 2021. Interest that was applied to your account prior to 2 April 2020 is still payable.

Yes. The new due date will be displayed on any bill issued from 2 April 2020. This payment extension applies to bills issued up to 31 March 2021, starting from 2 April 2020.

If further support is needed, please contact one of our friendly Payment Team specialists on 1300 664 389 or customer.service@unitywater.com and we can provide a variety of flexible payment options to suit you.

Sundry accounts will also have their bill due date extended from 30 days to 60 days.

Woman getting a glass of from kitchen tap

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. 

Find out more





Back to top