We understand that sometimes it's' difficult to meet household expenses and that a sudden change in circumstances, like a loss or change in income, or family violence can lead to financial difficulty.
Get in touch, we can help you
If you're having difficulty paying your bill, please talk to us so we can help you get back on track.
Together, we can:
agree to a flexible weekly, fortnightly or monthly payment plan
protect you from water supply restrictions and additional fees
remove the worry of debt collection or legal action
We negotiate payment arrangements on a case-by-case basis because we appreciate that everyone's circumstances are different. With our help, customers finding it difficult to pay their bills can also access free, confidential and independent financial counselling, support and assistance.
It is your right to have your water bill redirected to another person free of charge if you are absent or ill.
At Aqwest, we have zero tolerance for family violence and will do everything we can (within our control) to support customers affected by family violence. We have implemented systems and staff training so that customers who disclose to us that they have been, or are being, affected by family violence:
Are heard and need only make this disclosure once.
Can be certain their personal information is kept confidential and safe.
Can enter into Aqwest’s Financial Hardship program and be supported by our family violence process.
Links to helpful websites are included in our policies. They include the following:
Men's domestic violence helpline
Women's domestic violence helpline
National Sexual Assault Domestic Family Violence Counselling