Direct debit in full updates
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We’re preparing to get the direct debit in full service back up and running.
Direct debit in full is a convenient way to pay your water bill that many customers rely on.
In July 2024, we paused direct debits in full while we fixed some billing system issues. We know this has been frustrating. We’re making it right by strengthening our systems for the long-term and providing credits to recognise the impact on you.
As we prepare to bring back direct debits in full, we've switched off the service, ending existing direct debit agreements. Soon you'll have the option to re-register.
Direct debit in full at a glance
- July 2024 – we paused direct debit in full, while we fixed billing system issues.
- November 2025 – we’re preparing for a system update.
- 18 December 2025 – all existing direct debit in full agreements end.
- Early 2026 – service expected to restart. We’ll be in touch to let you know when you can re-register.
Eligible customers whose direct debit in full arrangements have been disrupted since the launch of the billing system will receive an $80 credit. Credits will be automatically applied to eligible accounts.
If you’re eligible for a credit or waived charges, we’ll let you know when you can expect to receive them. You don’t need to contact us.
What to expect when you register
Once the direct debit in full system is ready to go, we’ll contact you with instructions to re-register.
After you’ve registered, your next bill produced will be debited in full on its due date, including any unpaid amounts.
If your bills are delayed, we recommend you don’t reregister for direct debit until all your bills have arrived. This will avoid multiple payments being deducted within a short period (as your bills may arrive closer together). You'll know when all your bills have arrived because we’ll let you know how many you’ll be getting, and we’ll confirm once all your bills have been sent.
In the meantime, you can pay either in full using our other payment methods or in smaller amounts whenever it suits you. Visit the Accounts page to see all the ways you can pay.
Our commitment to doing better
We know how important it is to get billing right.
In October 2025, we offered an enforceable undertaking to our regulators, the Essential Services Commission (ESC). This is our commitment to take responsibility, fix issues and do better for our customers. As part of this, all eligible direct debit in full customers will receive an $80 credit.
Learn more at Billing updates.
Frequently asked questions
General questions
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We’re updating our direct debit in full service. The first step is ending current direct debit in full arrangements so we can restart safely.
We’re asking everyone to re-register to make sure your details are correct and you’re aware of the re-start.
By re-registering, you know exactly what to expect (including the amount that will be debited) and you can choose the timing that’s right for you.
You can pay any time by BPAY, credit card (online and via our secure automated phone service) and at Australia Post.
Flexible options, including weekly, fortnightly, and monthly plans, are also available at Paying your bill.
Re-registering
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We’ll contact you once our updates are finished (expected early 2026) with instructions on how to re-register.
Yes. The credit will appear on your bill under “adjustments”. If you’re eligible for other credits or waivers, they’ll appear there too.
If your account number has changed (usually because you moved house), we may not have your details to be able to apply the credit. If this is the case, contact us and we'll be able to check your eligibility and apply a credit or refund.
Billing delays
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If you’re still waiting on delayed bills, don’t re-register for direct debit in full until after they’ve all arrived. This will avoid multiple payments being deducted within a short period (as your bills may arrive closer together).
We’ll let you know how many bills to expect before we send them. Then we’ll confirm when we’ve sent all your late bills.
You don’t need to wait for your due date to pay your bill, or even pay the whole amount at once. You can manage your account balance by:
- Paying individual bills before they’re due
- Making smaller payments whenever you can, without needing a formal payment plan
- Or you can set up a weekly, fortnightly, or monthly payment plan.
Visit Accounts and Billing for all our payment and support options.
Once direct debits in full are available again and you’ve re-registered, we'll send you an SMS a few days before your first debit is due to come out, to give you time to check you have enough funds or change your arrangement.
Keeping in touch
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We’ve been in touch more often lately because we’re committed to keeping you informed as we work through these issues. We want to make sure you always know what’s happening with your billing and direct debit arrangements.
If you have a direct debit in full arrangement, we’ve been in touch a few times, including:
- initial notification about the pause (Jan–Feb 2025)
- reminder in October 2025
- pre-deactivation notice in November 2025.
We’ll send another update in early 2026 when it’s time to re-register for direct debit.
If you haven’t received these, please check your contact details are up-to-date at Update your contact details.
I need extra help
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We can help with flexible payment plans, concessions and grants. Learn more about support programs and grants, or you can speak to us in person, call our team or get in touch by webchat or SMS.
We offer confidential, specialised support through our secure customer team. Call 1800 805 301 or visit Support programs and grants.
We value your feedback, it helps us do better. To give feedback or make a complaint, fill in our online form at Contact us or call 13 44 99.
You can also contact the Energy and Water Ombudsman Victoria at ewov.com.au.
You’ll hear from a dedicated case manager to make sure your situation is handled personally and with care.
Business customers
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Business customers will only be able to set up direct debit in full from a bank account.
One-off credit card payments will still be available securely online or via our automated phone service.
