Overdue water accounts
We understand that some customers may experience difficulty paying their water account. If you have an outstanding balance, please contact us to discuss the payment options available.
Late payments incur interest on the unpaid amount, calculated daily at an annual rate of 10.5%.
If an account remains unpaid and there has been no response to our requests for communication or payment, Shoalhaven Water may:
- restrict water flow to the property; and/or
- refer the debt to a collection agency and commence legal proceedings to recover the outstanding balance.
We strongly encourage property owners to take steps to resolve any overdue amounts as soon as possible. By contacting us about your account, we can help set up a payment arrangement or assist you through financial hardship.
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Flow restriction explained
Flow restriction involves significantly reducing the water supply to a property so that only a very small amount of water is available for basic health and hygiene purposes.
You can avoid the potential and costly process of flow restriction by:
- making a formal payment arrangement with us;
- setting up and maintaining a Centrepay arrangement through Centrelink; or
- having an outstanding Water Account complaint with us, or the account is under investigation by the Energy and Water Ombudsman of NSW (EWON).
Once water supply has been restricted, it will only be restored when one (1) of the following points is met:
- all outstanding charges and additional removal fees are paid in full;
- a formal payment arrangement, payment extension, or payment assistance has been approved by Shoalhaven Water;
- an agreed lump sum has been made and an ongoing payment plan is in place; or
- it has been identified the property is subject to a residential tenancy or commercial lease agreement.
Formal payment arrangements
We recommend making manageable repayments on your account through a formal payment arrangement. Contact us today to discuss your situation and together we can agree on a solution. By committing to a formal payment arrangement, you may avoid flow restriction.
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Financial assistance
If you are facing financial difficulty, you may be eligible for short-term financial assistance through our Payment Assistance Scheme. The scheme operates through local community agencies which can provide vouchers to help cover the water usage charges.
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