Contact us before the due date with your query. We will stop or postpone your direct debit and you won't be debited until the issue has been resolved.
If a direct debit has gone through and you find an error in your bill, you will be refunded in full for any portion of the bill that is confirmed as incorrect.
As a customer, you will receive three bills each year, each one covering a period of four months. The two main items on your Hunter Water bill are service and usage charges.
The three Hunter Water billing cycles are:
You have 21 days from the issue date to pay your Hunter Water bill or your account may commence into recovery action which may lead to the restriction of your water meter or referral to a collection agency. If you are having difficulty paying your bill or are concerned about meeting a payment on time, it is important that you contact us as soon as possible.
A number of bill payment options are available:
Compare the meter reading shown on the back of your water bill, to the numbers contained within the dial on your water meter.
View our guide to reading your water meter.
Yes. If you have not received your account, have misplaced the original or have lost it, we can provide you with a copy.
Complete our online form or Contact us with all the relevant details of the account including account number and address of the property. We can then post to the mailing address provided on the account.
If you believe your account is incorrect, you should contact us before the due date and we will investigate this further for you.
If you are not satisfied with our response, you can request that your complaint be referred to one of our Managers for review. If you are still unsatisfied, you may refer matters to the Energy and Water Ombudsman NSW .
The Ombudsman provides an independent dispute resolution service for customers of electricity, gas and water providers in NSW. This service is free of charge to you. The Energy & Water Ombudsman of NSW can be contacted on 1800 246 545. However, before going to the Ombudsman, please give us the opportunity to resolve any issues first.
The fixed charges for water and wastewater are applied to your bill when your property is connected to our services. This is the case even if the services are not being used for any reason eg. when a property is unoccupied.
We will stop a fixed charge on your bill when your licensed plumber has disconnected your water and wastewater service. Your plumber must lodge an application for disconnection at Hunter Water and comply with our requirements before the charges can be stopped.
Once verified, the service charges relating to the disconnected services will be stopped from the date the application has been lodged.
If you are a residential customer finding it hard to pay your water bill, Please contact us and we can assist through a payment plan or alternately we can offer support through payment assistance.
You are eligible for a pensioner rebate if you are the owner and occupier of a property and hold one of the following cards:
If you have one of these valid cards and are the owner and occupier of your property please contact us and one of our representatives will apply the rebate to your account.
Properties which form part of a Community Title, mobile home village or caravan park are not eligible for this rebate.
There are circumstances where the applicant is not the owner of the property, such as under the terms of a life tenancy/sole beneficiary or similar agreement, but may still be entitled to a rebate.
It is important customers who receive the pension rebate contact us if there is a change in situations such as:
If you are a tenant and your landlord has missed an account payment, we may allow a short extension of time so you can contact the property owner or managing agent.
We will not commence any recovery action during this agreed period. We also allow tenants, in certain circumstances, to pay Hunter Water the amount due on the property and then deduct that amount from rent payable to the property owner.
If no suitable arrangements are made to pay the amount owed, we may restrict or disconnect services and begin debt recovery action. In such cases we will notify the property owner and ensure notice is given at the property address of the actions to be taken.
This project will reduce the high water mains pressure in Charlestown and Edgeworth, reducing water mains breaks and water lost to the environment, and improving reliability of supply for customers.
Date: October 2016
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