Policy
Overdue payments and disconnections for
non-payment
1. Overview
1.1. At a glance
What
Sydney Water follows an established process when payments are
overdue. If payments remain outstanding for an extended period of time,
Sydney Water may restrict the water supply to a property. We will do this
only after attempting to contact customers by phone, mail or in person.
Sydney Water has a payment assistance program to help customers who
cannot pay bills because of financial difficulties. We encourage customers
to contact us as early as possible if they are unable to pay their bills so that
we can arrange assistance and avoid debt recovery action or water supply
restriction.
1.2. Scope
Who
This policy applies to all Sydney Water customers, including residential
and business customers.
1.3. Objective
Why
To outline how Sydney Water responds to overdue water bills and
recovers outstanding payments.
Document current at 1 June 2016
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Sydney Water – Overdue payments and disconnections for non-payment
2. Policy in detail
2.1. Responsibilities
Sydney Water commits to:

issuing accurate, timely bills for services

treating customers fairly and with courtesy at all times

ensuring that customers maintain access to essential water services

ensuring customers have access to payment assistance.
Customers are required to:

pay their bills promptly

advise Sydney Water if they are unable to pay their bills

commit to a payment plan, or other payment assistance, once agreed with Sydney Water
(and to advise us if alternative arrangements are needed).
2.2. Time given to pay bills
Sydney Water issues bills to property owners, unless it has been previously agreed that we
should direct them to managing agents or tenants.
Payment is due 21 days after the date we issue the bill.
2.3. Overdue bills
Sydney Water follows a process when payments are overdue and the property owner has
not contacted us:
1. If a bill has not been paid by the due date, a reminder notice is sent.
2. If the bill remains unpaid, a disconnection notice is sent.
3. Following this, a notice of intention to restrict or disconnect water supply is handdelivered to the property, advising that the property may be restricted or disconnected
after 48 hours.
4. If the bill remains unpaid, we may contact the property owner or tenant by phone.
5. If the bill remains unpaid, Sydney Water may restrict the property’s water flow.
6. If the bill remains unpaid, Sydney Water may proceed with legal action.
Customers can access Sydney Water’s payment assistance program at each of these
stages. Every bill, reminder notice and disconnection notice has information about our
payment assistance program.
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Sydney Water – Overdue payments and disconnections for non-payment
2.4. Late payment fee and interest charges on overdue bills
If you don’t pay your bill by the due date, we may charge you a late payment fee or interest.
The late payment fee is set by IPART as part of our four year determination. Once the
interest charged exceeds the fee, interest will be charged instead. We use the pre-judgement
interest section of the Uniform Civil Procedure Rules 2005 to calculate the interest we
charge. This is at the Reserve Bank of Australia (RBA) cash target rate plus 4%.
2.5. Water flow restriction
Water flow restriction involves turning off the water supply to the property at the water main.
A small amount of water is supplied for health and hygiene purposes.
Sydney Water only restricts the water supply to a property as a last resort when bills are
outstanding for an extended period of time and customers have not arranged payment
assistance.
Sydney Water makes numerous attempts to contact customers by phone, mail and in person
before restriction is arranged.
A final attempt will be made to contact the people at the property before carrying out the
restriction.
Restrictions are carried out between 7.30 am and 3 pm, Mondays to Thursdays only.
2.6. Avoiding restriction
Sydney Water will not restrict you if:

you agree to a payment plan and make those payments on the due dates

you have an active Centrepay arrangement (through Centrelink)

you are arranging payment for overdue bills through payment assistance scheme
vouchers

you have an outstanding billing complaint with Sydney Water or a complaint that is being
investigated by the Energy and Water Ombudsman of NSW (EWON).
2.7. Restoring the water supply
If a property has been restricted, Sydney Water will restore the water supply when:

the outstanding debt is paid in full

the customer has agreed to a payment plan, payment extension or other form of
assistance if experiencing financial difficulties

a decision is made to restore for compassionate, or other, reasons.
2.8. Debt recovery action
Where outstanding bills are not paid, Sydney Water may initiate legal action against the
property owner.
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Sydney Water – Overdue payments and disconnections for non-payment
2.9. If you are a tenant
If you are renting a property and are not responsible for the water bills, you have the right to
expect your landlord or managing agent to pay water bills. If they don’t do this and your water
supply is at risk of being restricted, you have the legal right to pay the outstanding amount
and subtract this from your next rent payment. Sydney Water will provide you with advice
and a receipt.
If you are renting a property and are responsible for water bills, you can access Sydney
Water’s payment assistance program, which provides assistance to people experiencing
financial difficulties.
2.10. Payment assistance
Sydney Water has a payment assistance program to help customers experiencing financial
difficulties. Phone us on 13 20 92 or visit sydneywater.com.au for more information.
The support available through the program includes:

additional time to pay bills

the ability to make smaller re-payments on an ongoing basis, based on what you can
afford

regular deductions from your Centrelink benefits each fortnight to help pay for water bills
(residential customers only)

specialist financial advice with a qualified financial counsellor (residential customers only)

payment assistance scheme (PAS) vouchers to put towards your water bills. These are
available from community agencies including the Salvation Army, St Vincent de Paul,
Anglicare and many others (residential customers only).
We encourage you to ask for help with your bills if you need it. Our customer service staff are
friendly and respectful and are trained to provide advice and assistance based on your
situation.
Document current at 1 June 2016
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