Planned outages as we switch to new billing experience

We've finished upgrading our billing and payments systems. All services are now back online.

Thanks for your patience during these essential upgrades.

See what's changed at Your new billing experience - what to expect.

17 May 2024

Access to some of our services will be limited from 5pm Friday 24 May until 8.30am Wednesday 29 May while we work on our new billing and payment system. If any of these dates change, we'll let you know here.

During this time: 

• Payment services on our website will be unavailable.
• General enquiry phone lines will be unavailable.
• Our 24/7 faults and emergencies line will remain open on 13 44 99.
• Scheduled direct debit payments will be postponed.
• To make a payment, call 13 44 99 or visit Australia Post Billpay. 
• For family or domestic violence support, call 13 44 99 between 8.30am and 5pm.

Some of these services may be back online sooner than expected. 

Property Plus will also be unavailable until 11am Wednesday 29 May.

Switching to a new online account 

Our online accounts, My Water and My Account, will be permanently closed. They will soon be replaced by our new online account, My GWW. 

We'll be in touch with our online account users to let them know how to access My GWW. 

One hub for property services 

We’re also moving to a single hub for plumbing and development applications. 

Western Water Connect will be permanently switched off and Property Plus will be the online home for making a range of applications and service bookings online, whether you’re a builder, plumber, developer or owner-builder. 

Learn more about these changes here. 

Please note Property Plus will be unavailable until 11am Wednesday 29 May.

What other services will be impacted? 

These services will also be unavailable from 5pm Friday 24 May until 8.30am Wednesday 28 May: 

• Change of tenancy 
• eBill registration 
• Info statement applications 
• Webchat 

We can’t wait to share your new billing experience. Thanks for your patience and we’re sorry for any inconvenience caused by these planned outages. 

For more information on what’s changing, visit redesigning your billing experience.