Financial Assistance

Front desk person handing piece of paper to visitor.

We understand that life can throw some financial curveballs, making it tricky to pay your bill. We have crafted a variety of financial assistance programs to help you find the perfect payment solution tailored to your unique situation.

Having trouble paying your bill?

Please contact us to help you get back on track. Together, we can:

Agree to a suitable 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.

If you are offered a payment plan and accept it, we will not restrict supply to your property. We may restrict supply in accordance with the Water Service Code of Conduct (Customer Service Standards) 2024 if you do not accept the payment plan, or do not contact us to discuss.

Financial Hardship Policy

We have a Financial Hardship Policy to assist you in finding appropriate payment solutions if you are unable to pay your water bill due to financial hardship.

Residential tenants who have agreed with the landowner to receive a water bill are also covered by our Policy. If you are a business customer, we encourage you to talk to us about your options.

We are committed to working with you to find an appropriate payment arrangement that will work for both you and us. We understand that it can be difficult to ask for support and will treat your sensitively and respectfully.

Please contact us to find out how we can help you.

Financial Hardship Policy

Family Violence Policy

Our Family Violence Policy applies to Aqwest customers who have been, or are being affected by family violence. We have a zero tolerance policy for family violence and will do everything we can (within our control) to support affected customers.

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
Have confidential and respectful interactions with our staff
Can be certain their personal information is kept confidential and safe
Are provided with information about financial support and assistance available, including specialised support networks
Are provided with time and information to help them consider their options and make informed decisions
Can enter into Aqwest's Financial Hardship program and be supported by our Family Violence Policy

If you have any questions about our Family Violence Policy, please contact us.

Family Violence Policy

What is financial hardship?

You will be considered to be in financial hardship¹ if paying your water bill will affect your ability to meet your basic living needs – in short, if you have the intention but not the financial capacity to pay.

Financial hardship may, for example, be caused by:

· loss of your or a family member’s primary income;

· separation or divorce from your spouse;

· loss of a spouse or loved-one;

· physical or mental health problems;

· a chronically ill child;

· domestic or family violence;

· budget management difficulties because of a low income; or

· other unforeseen factors affecting your capacity to pay, such as a reduction in income or an increase in non-discretionary spending.

If you think you may be in financial hardship we encourage you to contact us as soon as possible.

You may ask your financial counsellor to contact us on your behalf.

We will assess within five (5) business days whether we consider you to be in financial hardship. If we cannot make our assessment within five (5) business days, we will refer you to a Financial Counsellor for assessment.

As part of our assessment we will consider any information provided by you and, if applicable, your financial counsellor. We will also take into account any information we may have on your payment history. As soon as we have made our assessment, we will advise you of the outcome.

Payment Plans

If we determine that you are in financial hardship, we will offer you more time to pay your water bill or a payment plan. We will not charge you any fees or interest as part of your extension or payment plan.

We will involve you and, if applicable, your financial counsellor in setting a payment plan. When setting the conditions of the plan, we will consider your capacity to pay and, if relevant, your consumption history.

If you ask us, we will review your payment plan. If our review indicates that you are unable to meet your obligations under the plan, we will revise it.

We do not have to offer you a payment plan if you have had two payment plans cancelled because of non-payment.

If you are a tenant, we must make sure that the land owner is aware of us giving you an extension or entering into a payment plan with you before we do so. We can agree that you notify the landowner of the proposed extension or payment plan (and provide us with evidence that you have done so), or you can give us permission to notify the landowner.

Debt Reduction and Collection

If you are in financial hardship, we will consider reducing the amount you owe us.

We will also not commence or continue proceedings to recover your debt:

· while we are assessing whether or not you are in financial hardship; or

· if you are complying with your payment plan or another payment arrangement you have with us.

If you do not comply with your payment plan or other payment arrangement, we may commence debt recovery proceedings.

We may outsource your debt to a debt collection agency. Additional fees may apply in this case. When collecting your debt, we will comply with Part 2 of the Australian Competition and Consumer Commission’s (ACCC) and Australian Securities and Investment Commissions (ASIC) Debt collection guidelines for collections and creditors.

Redirection of Water Bills

Payment Options

Restricting and restoring water flow

If you do not pay your bill by the due date, we may fit a device to your meter which will reduce the flow of your water supply. Aqwest will advise you in advance if the flow of water will be reduced.

We will not reduce your water flow while we are assessing whether you are in financial hardship. We will also not reduce your water flow if you are in financial hardship and you are complying with your payment plan.

If we have reduced your water flow, we will restore it once you have either paid the amount you owe us or entered into a payment plan with us for that amount.

Concessions and other financial relief and assistance

Financial Counselling

We will advise you of any financial counselling services or other organisations that may be available to you. Financial counsellors offer free, independent information to help you take control of your financial situation.

The Financial Counsellors’ Association of WA (FCAWA) can refer you to a financial counsellor in your area by calling them on the National Debt Helpline. The Helpline provides a free confidential service for all Western Australians with financial problems and queries. The Helpline can be contacted on 1800 007 007. Alternatively, you can go to the FCAWA website, www.financialcounsellors.org and enter your postcode to locate your closest financial counselling service.

The FCAWA’a contact details are:

Financial Counsellors’ Association of WA

Phone: (08) 9325 1617

Financial Counselling Helpline: 1800 007 007

Email: [email protected]

Website: www.fcawa.org

Useful Information and Contacts