We want to make it easier for people to achieve peace of mind when it comes to paying their bills. We have payment and support plans to help make things easier for you and we will work with you to set up a realistic and affordable payment plan. 

A Support Payment Plan can be provided in the following circumstances:

  • loss of employment or underemployment

  • separation, family breakdown

  • domestic family violence

  • death in the family

  • illness including physical incapacity, hospitalisation or mental illness

  • natural disaster

  • low or fixed income insufficient to pay reasonable and normal living expenses

  • referral from a financial counselling agency or community organisation 

  • another sudden change of circumstance that adversely affects your financial capacity to pay, at the discretion of our Credit Manager

  • referral from a financial counselling agency or community organisation. 

Support Payment Plan FAQs

You, or a relevant authorised person who is able to assist you, need to advise us that you are experiencing payment difficulties and give a reason for these difficulties.

Please call 1300 664 389 to speak with one of our trained Customer Support team members.  

We will work with you to develop a realistic and affordable payment plan and your payments can be paid using any of the regular payment options available on your bill. 

While we are working together to assist you, no interest will be charged on any overdue amounts unless you fail to pay a payment plan as agreed, without communicating any change in your circumstances to us.

No discounts, credits or rebates will be applied to amounts due under your payment plan.

If you fall behind with your payment, your payment plan will be cancelled and you will be charged interest on the overdue amount as soon as the payment plan is broken.

It is important to keep us informed of any changes in your circumstances as soon as possible. Please call us on 1300 664 389 if you think you might not be able to make an agreed payment or have missed a payment. 

We tailor our Support Payment Plans plans to suit your circumstances based on the following categories:


Customers at risk of financial distress caused by unexpected events with short-term financial effects.


Resulting from non-permanent causes, with lasting financial effect.


Customers with more extreme difficulties – longer-term issues such as terminal illness.

Our promise to you

You will be treated with dignity and respect and your circumstances will be kept confidential. We don’t discriminate against customers experiencing financial hardship.

We will be transparent, consistent and equitable in the administration of the hardship criteria and dispute resolution processes.

We may also be able to refer you to other support programs available within Unitywater and through community organisations and government agencies.