Lost your bill? We can email you a copy.
We are able to provide you with any personal information relating to your account at no charge.
Request a copy of my bill
It's easy to set up direct debit. You can choose how much and when you want to pay
Set up direct debit
You can request a refund if you have accidentally overpaid your account or have a credit on your account.
Request a refund
Make the switch to paperless and get your bill delivered straight to your inbox
Register for paperless billing
When the exact water consumption for your property cannot be determined, your consumption will be estimated based on the previous consumption at that address. Your invoice will tell you why your bill has been estimated and the basis of the estimate and we can provide this information to you upon request.
Estimated accounts policy
What if the estimate appears to be incorrect?
Sometimes we need to estimate water consumption when you have an operable meter on your property, for example if we are having trouble accessing your meter. If this is the case, you can provide the meter reading to us as part of a request for review.
Submit a meter reading form
If you believe your estimated bill is incorrect for any reason, you can request a review of your account under our bill review standard.
Bill Review Standard.
No fees are charged for estimated accounts services.
Received a card in your letterbox from us? Received an estimated bill? Use this service to provide us with a reading of your meter. All you need is a photo of your meter read.
Submit a meter reading
You may request a meter read to determine the outstanding charge for a period that is not the same as the usual billing cycle. Please contact us to discuss your options.
If you receive a higher than normal bill, it is often because:
- you have moved into the next water use pricing tier, so are getting charged more for the water you have used
- the amount of water you have used has increased.
If you believe your bill is incorrect, you can request a review of your account. You can read more about this process in
our Bill review service commitment fact sheet.
Proceed with bill review online
Aqwest cannot cut off water to an occupied property without the permission of the occupier.
From time to time we may interrupt your water supply in order to maintain the water supply system. If this happens we will give you at least 48 hours notice. Your water supply may also be interrupted unexpectedly if it is damaged. We will always mobilise our workforce to repair damage as quickly as possible. Information about planned and unplanned interruptions can be found here.
If you are occupying a property and don’t pay your bill within 30 days of the due date, we may reduce the rate of flow of your water. It is important you contact us if you are having difficulty paying the bill, we may offer you a payment plan. Your flow of water will not be reduced if you:
- Accept a payment plan offer within 7 days of which it was made
- Comply with the agreed plan.
If you require water for the operation of a dialysis machine, life support equipment or other special need you should contact us to be placed on our 'preserved water supply register'. If you are on the preserved supply register:
- We must not reduce the rate of flow of your water
- We must post or deliver notification of a service interruption to your property