Help paying my bill

Help paying my bill

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, can lead to financial difficulty. We help our residential customers experiencing short and long term financial hardship by working together to agree a payment plan so that overdue accounts and new bills are paid as early and easily as possible.

If you’re having difficulty paying your bill, we can help you get back on track. Please call us on 1300 SA WATER (1300 729 283) during business hours.

The ways we can help

We know your circumstances are unique, so we handle payment arrangements on a care-by-care basis. These are some of the different ways we can help:

  • Arrange an interest free and flexible weekly, fortnightly or monthly payment plan
  • Protect you from water supply restrictions and additional fees including supply restoration costs
  • Remove the worry of debt collection or legal action
  • Connect you with free, confidential and independent financial counselling, support and assistance
  • Set up a Centrepay arrangement telephone to help reduce your payment defaults
  • Organise repair and efficiency check to find and fix any water leaks, dripping taps or toilets, plus install water efficient shower heads and provide you with advice on water saving opportunities to help you save money

COVID-19

As with water utilities across the world, we have a range of measures in place to manage the impacts of COVID-19, ensuring we can continue to provide safe and reliable water and sewerage services to our customers, and to protect the health of our people and the communities we interact with.

Support for customers

We understand that many of our customers are experiencing financial pressures due to the impacts of COVID-19. If you find yourself having difficulty paying your bill, please contact us as early as possible so we can help you. You can call us on 1300 SA WATER (1300 729 283) to request an extension through our automated phone service or talk to one of our people about a payment arrangement.

The South Australian Government provides a range of concessions to people on low incomes, so check the concessions website or call the Concessions SA Hotline, 1800 307 758, to see if you are eligible for this assistance.

Drinking water supply

First and foremost, your tap water remains safe to drink. There is no evidence that the COVID-19 virus is transmitted by drinking water. Our existing water treatment and disinfection processes using chlorine and chloramine are effective in deactivating viruses in water supplies.

We are also well prepared to ensure the ongoing safety and reliability of water supply. Our water treatment plants are secure, have back up power supplies and require few staff to operate them, with some operated remotely.

Wastewater and recycled water

There is no evidence the COVID-19 virus is transmitted via wastewater systems. Our wastewater and recycled water systems have similar disinfection processes to water treatment, including chlorination and ultraviolet (UV), which are proven to be effective at deactivating viruses.

Sludge treatment processes to produce biosolids (organic matter used to improve soils and some crops) are also considered safe.

Additionally, our wastewater treatment and network operators already implement strict hygiene practices and will continue to do so.

Reliable services

For the health and wellbeing of our people and the continuity of essential water and sewerage services, we have implemented a range of social distancing and additional hygiene measures. Along with our advanced technologies and existing remote operation procedures, these measures mean we can continue providing you with reliable water and wastewater services.

More information

Water Research Australia have developed a fact sheet on water and sanitation.

We’ll continue to provide updates via our social media channels.

For information on COVID-19, visit sa.gov.au or contact the South Australian COVID-19 Information Line on 1800 253 787.

Please continue to follow the advice of health authorities and stay safe.

Customer service continues

As always, we are here if you need us.

Our people are working across an array of sites to help you, so please don’t hesitate to contact us.

Please also be aware the Customer Service desk on the ground floor of our Adelaide CBD headquarters is temporarily closed, so we encourage you to call, email or visit our website in the meantime.

Reporting a fault

If you have an urgent network fault to report, please call us on 1300 SA WATER (1300 729 283). Non-urgent network faults can be reported online here.