Western Water understands that there are times when people suffer from hardship. Subsequently Western Water has a Hardship Policy that details procedures for assisting residential customers experiencing hardship.

If you feel you are experiencing hardship and are having trouble paying your water bill, telephone our Credit ManagementTeam on 1300 650 422 who will talk to you about the options available to you.

The Hardship Policy
Western Water's revised Hardship Policy  was developed to meet the recommendations in the Essential Services Commission's (ESC) Review of Water Businesses Hardship Policies released in December 2006. The policy includes a range of measures and initiatives designed to assist customers in genuine hardship. 

The dynamics of Hardship are complex and each case is individually assessed by Western Water's Credit Management Team. A customer in Hardship is someone who is identified either by themselves, Western Water, or an independent accredited financial counsellor as having the intention but not the financial capacity to make the required payments within the timeframe set out in the business's payment terms.

Western Water recognises that customers on low and fixed incomes, such as pensioners, may be vulnerable to increasing costs for essential services, including Water and Sewerage services.

Customers in hardship are exempt from supply restriction, legal action, and additional debt recovery costs while payments are made according to an agreed flexible payment plan or other payment schedule. There a range of payment options for customers experiencing harship.

See the links below for more information on concessions and rebates or to download Western Water's Hardship Policy:

Hardship Policy 2007

Payment Options

Concessions and Entitlements

Utility Relief Grant Scheme

Water Concessions Brochure 2007-08

Home Rebate Scheme