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Outages & Faults

Financial Assistance

Front desk person handing piece of paper to visitor.

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.

If you are offered a payment plan and accept it, we will not restrict supply to your property. If you are offered a payment plan you must accept it within 7 (seven) days. We may restrict supply in accordance with Clause 49(1) of the Water Services Code of Conduct (Customer Service Standards) 2018 if you do not accept the payment plan or do not contact us to discuss.

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.