Find information about water bills, water prices, payment support, family violence support and other services and rights available to you as a water customer.
Information for water consumers
Overview
Water bills
Calculate your water bill
Use our water bill calculator to estimate your annual water bill.
The calculator estimations are based on the maximum prices each water business is allowed to charge. It does not factor in parks charges or waterways and drainage charges.
Help with paying your bills
There are many reasons why you might find yourself struggling to pay your water bills. Your water business can help you manage your bills and stay on top of things.
Find out more about the help that water businesses can offer and your rights as a water customer.
Family violence support
If you are affected by family violence, ask your water business about how they can support you. At a minimum your water business must:
- offer assistance if you are struggling to pay your water bills
- help you protect your account information
- refer you to specialist family violence services.
If you or someone you know is affected by family violence:
- Are You Safe at Home? provides resources around family violence and where to go for help.
- The national counselling helpline provides confidential information, counselling, and support services. Call 1800 737 732 (1800RESPECT).
Complaints and enquiries
If you have a complaint or an inquiry about your water business, you can:
Contact your water business directly — if the issue can’t be resolved at the first point of contact ask for it to be escalated to a more senior manager.
If you cannot resolve the issue with your water business, you can contact the Energy and Water Ombudsman (Victoria) for a free and informal dispute resolution service.
Discuss Victoria’s water management, resources, governance and legislation with the Department of Energy, Environment and Climate Action.
Interest payable on late water bills
Each year we set the maximum rate of interest that water businesses may charge customers on unpaid bill amounts.
Your water business must not apply an interest rate of more than 6.9 per cent on amounts you owe in 2023–24. From 1 July 2024, the maximum interest rate water businesses may charge on overdue amounts will decrease to 6.2 per cent.
If you are a holder of an eligible concession card, are on a payment plan or are receiving assistance under a water business’s customer support policy you may be exempt from interest payments. Please contact your water business to check eligibility.
Our quarterly phone surveys
You may receive an automated call from us asking you to rate your water business and its service. This ongoing quarterly customer phone survey gives us information about how satisfied customers are with their water business.
It is based on a short script and runs for roughly five minutes.
You can access the results and find out about how customers rate their water business.
Resources
We regulate Victorian water businesses through price reviews, codes, guidelines and performance monitoring.
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