Billing updates

We’ve made some changes to your bill so it’s easier to read and understand your usage and charges. Have a look at our handy bill explainer to see what’s changed.

Due to delays caused by our billing system, your bill may cover a longer period than usual. If your bill covers one billing period and it’s higher than you expected, you can check if you have a leak.

We have waived all charges from before 1 April 2024, and depending on your situation may waive other charges too.

If you received a letter from us that mentioned waived charges but your bill didn’t indicate a “delayed bill adjustment”, it means you had no outstanding charges to be waived and this message doesn't apply to you.

Due to known technical errors with our new billing system, some customers may notice previous usage or payment information is displayed incorrectly. These items will be correct on your next bill. If you have any concerns or need this information before your next bill arrives, please contact us. We’re aware of the following two bill display issues:

• The graph for previous water usage displaying minus/negative.
• Previous payment displaying as $0.

 

Regular meter readings help us bill you accurately. If we can’t safely access your water meter, we’ll use an estimate reading based on your past water usage.

We’ll show this on your bill with an ‘E’ next to the reading. 

If you’ve received an estimated bill, you can contact us with your meter reading and we’ll update it for you. Learn more on our reading your meter page.

Some delayed bills covered a longer period than usual. As we calculated these bills, we found a system issue that affected concession discounts for July–September 2024. To make sure you're supported, we've adjusted these bills to apply the highest rebate for concession holders. All concession card holders received a $50 goodwill rebate on these combined bills and extended payment terms.

All customers will receive a new account number as part of our billing system upgrade. You’ll find this on your next bill.

You’ll find this on your next bill. If you need your account number before your bill arrives, please contact us.

Your payment will still come through for now. For all future payments, please use your new account number.

Delayed bills we sent in October 2024 began approaching their due dates in February 2025. To help you stay on track, we're sending reminders, as these bills were issued a few months ago. If you're ever unsure of a message you receive, find out how you can protect your GWW account.

Yes, we've extended the due date on delayed bills. We can work with you to set up a payment plan if you need longer than the extension.

If you can't pay the full amount all at once, you can pay a smaller amount, any time, without a formal payment plan. You can pay via the website, BPAY or at Australia Post. Find out more about how to pay your bill.

If you ever need more time or support to pay your bill, GWW offers payment plans and extensions, visit Financial support.

These payment support options will also be on your bill.

If you currently have a payment plan set up, you don’t need to do anything. 

Payments will come out as agreed on your plan. If a payment doesn’t come out as expected, please contact us.

We recently paused taking direct debits in full, due to billing delays and some customers having bills that covered more than one quarter.

If you have an existing direct debit in full arrangement with us, we'll send you an email or letter to advise when your next direct debit in full will be deducted. Any bills due from this date will be automatically debited on their due date. We’ll only deduct current charges on your bills from this date onwards. Any outstanding balance from before this date won't be included. For these amounts, you can use our other payment options.

If you’d like to set up or change a direct debit or other payment arrangement, you can do this online at My GWW. If you'd like help setting this up, or have any other questions, you can contact us on our dedicated phone line 1800 805 301 from Monday to Friday 8.30am–5pm.

Thank you for your patience while we resolved the system issue that resulted in the pause to this service.

We’ve updated the BPAY View reference number for our bills.

To continue receiving your bills electronically, you’ll need to re-register for BPAY View. If you don’t re-register, your bills will no longer be delivered to your BPAY View account, and you'll start receiving paper bills.

Please visit your banking app, where we sent information about how to re-register in May and October 2024.

If you’ve experienced delays, your upcoming bills may arrive closer together as we work to return to the quarterly billing schedule you expect. We're sorry for any inconvenience or financial stress this may cause.

You may have had a bill arrive before your previous bill’s due date.

If you haven’t paid the previous bill, it will be added to your next bill and appear as the ‘previous bill’, even if it’s not due yet. You can still pay just the previous amount by its due date. Find out more about understanding your bill.

Even though your bills may arrive more frequently, we’ll make sure you have more time to pay delayed bills, to help you manage your payments. Contact us and we can help you set up a payment plan to make paying your bills more convenient.

Your bill is late due to a technical error with our new billing system.

We’ve now sent all delayed bills that covered a longer period of time.

If you still haven’t got your bill, we’re working hard to get the remaining few out as soon as we can. We’re sorry for the delay in receiving your bill. Rest assured you’ll have longer to pay.

We’ve waived all unbilled charges from before 1 April 2024. This includes water, sewer and recycled water usage. 

Depending on your situation, we may have also waived some other previous charges. Any waived charges are listed in the usage table as “delayed bill adjustments”.

No. Your water supply won’t be affected by billing delays.

We’ve waived all unbilled charges from before 1 April 2024. This includes water, sewer and recycled water usage. You’ll see this on your bill as a “delayed bill adjustment". Read more on the Essential Services Commission's (ESC) website.

Yes. Your last bill was sent on time. We’ve waived charges before 1 April 2024 for delayed bills only.

No, we won’t be charging any penalties or late fees for delayed bills. 

If you're moving house and need to close your account, visit our Moving page. When you contact us, you’ll be asked for an e-mail address so we can arrange to get your final bill to you. If you’re overseas, we can send you a direct email.