An important update about your bill

Some customer bills have been delayed by technical issues. You will have four months to pay any late bill. You don’t need to do anything. Find out more.

Billing delays

Some bills have been delayed

Your water bill may be delayed due to technical issues with our new billing system. We’re sorry for the inconvenience. 

Your water supply won’t be affected by billing delays.

We understand delayed bills can be inconvenient and we are working to fix these problems as quickly as we can.

Most of our bills are on time and have been sent as usual.

Some bills may cover a longer period than usual

Because some bills are arriving late, they cover a longer period and are higher than normal. To acknowledge this inconvenience, we’re giving you four months to pay a late bill.

We’ve waived some charges

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.

Supporting concession card holders with a $50 rebate

We’ve given concession card holders $50 off bills that cover a longer period than usual. This is part of our commitment to supporting concession card holders.

We’re here to help

There are more options available if you ever need support to pay your bill. You might be able to access a payment plan or extensions. These details will also be on your bill.

Find out more

If you have any concerns about a late bill and you want to get in touch with us, please visit our contact us page.

You can also give feedback or make a complaint, by filling in the online form on our contact us page or by calling 13 44 99.

If you're unhappy with our response, you can contact the Energy and Water Ombudsman Victoria.

For more information about the Water Industry Standards visit the Essential Services Commission’s website.

Our customer service team are here to help, but sometimes our wait times are longer than we'd like. Please treat them with respect. Thank you for your patience.

Frequently asked questions

The questions below only apply to your delayed bill.

0

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

Your bill covers a longer period than usual. We have included your last quarter bill as well as your bill for this quarter.

You have 4 months to pay this bill. We can work with you to set up a payment plan if you need longer than this.

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

These details will also be on your bill. 

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

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.

We have waived all charges from before 1 April 2024.

We are not issuing bills from earlier than April, in line with our obligations under the Water Industry Standards.

Yes. Your bill was issued during the billing period and charges are correct.

Find out more

Contact us
Financial support