Direct debit

Pay your bill by automatic debits from your nominated bank account, credit card or debit card. You can choose to pay:

  • in full on the due date, or
  • in fixed weekly, fortnightly or monthly instalments.

My dashboard: set up or manage my direct debit

Don’t have an online account? You can still set up a direct debit by completing and submitting the form below. Please note, this form is only for direct debit arrangements from a savings or cheque account, not from a credit card or debit card.

Things to know

  • You will still receive your quarterly bill from us.
  • To set up a direct debit from a credit or debit card, you will need to log in to your dashboard.
  • If you elect to pay your bill in full, your bank account is normally debited on the due date or the next business day.
  • It is your responsibility to have sufficient funds in your bank account when funds are drawn. We may cancel your arrangement if consecutive payments are dishonoured by your bank.

Direct debit service request agreement

We will only debit the account or card that you nominated in your direct debit request.

If you elect to pay your water bill as it falls due, the funds will be debited on or after the due date.

If you elect to pay your water bill in instalments, the funds will be debited on or after the due dates for each instalment.

We’ll review your payments on a regular basis to determine if the instalment amount is sufficient to cover your charges. If we believe the amount is insufficient, we’ll contact you to discuss the amount you’re paying.

If the due date falls on a non-business day, we’ll process the debit on the next business day.

If we process a debit in error, we’ll notify you in writing and rectify the transaction as soon as possible.

If you believe we’ve processed a debit to your account or card in error, please contact us immediately.

While your direct debit is active, we recommend that you check your account or card statement periodically to ensure that debits are occurring correctly.

We’ll provide a minimum of 14 days’ notice to you if the terms of this arrangement change.

We’ll ensure all bank account or card information you provide to us remains confidential and not shared without your prior consent.

We’ll issue your bill each quarter (every 3 months).

Your bill will clearly show on it that you are paying by direct debit.

If you have any queries relating to your bill, please contact us at least 2 days prior to the payment date. If necessary, your direct debit will be suspended until the query is resolved.

If you wish to dispute a direct debit payment or this agreement, please contact us, or raise the query with your financial institution.

You can cancel your direct debit agreement at any time over the phone, via your dashboard or in writing. You can also terminate your agreement through your financial institution or card issuer.

We will cancel your direct debit on the day we receive your verbal or written notification.

We may cancel your direct debit agreement if 2 consecutive payments are dishonoured by your financial institution.

We will notify you in writing if we cancel your direct debit agreement.

To make a change to your direct debit agreement, you must notify us over the phone, via your dashboard, or in writing at least 2 business days prior to the next scheduled direct debit.

We’ll make the requested changes to your details within 2 days of receiving your notification.

You’re responsible for providing us with correct bank account or card details.

It’s your responsibility to ensure that you have sufficient funds available in your nominated bank account or card.

If you have insufficient funds, any dishonour fees that we incur may be passed on to you in your water bill.

If your payment is dishonoured, you will be responsible for arranging an alternative method of payment of your bill.

If you provide us with incorrect details or if your details change, any dishonour fees that we incur may be passed on to you in your water bill.

If you’ve set up your direct debit over the phone, you have received this service agreement and are deemed to have agreed to these conditions.

If you don’t agree to any of these conditions, please contact us and we can cancel your direct debit agreement.