Financial help

We can help by starting a payment arrangement that will fit your budget. Call us on 1300 361 633 for further information.

Pensioners and eligible concession card holders are entitled to discounted water bills.

More information

The Utility Relief Grant Scheme (URGS) is a government program that helps people that are unable to pay their electricity, gas or water bills due to special circumstances.

To be eligible you must have a:

• Pensioner Concession Card
• Health Care Card
• Low income earners may also be eligible if their household income is lower than the cap set by the Department of Human Services.

You must also meet one or more of the following criteria:

• a significant increase in water usage
• recent decrease in income, for example loss of employment
• high unexpected expenses on essential items
• the cost of your water bill is more than 10% of your household income
• the cost of shelter is more than 30% of your household income.

For more information visit the Department of Human Services website or call us on 1300 361 633.

If you have an unexplained high water bill, you may be eligible for a rebate.

Apply here

The Victorian Government and North East Water have partnered to support households experiencing financial hardship through the Community Rebate Program.

This initiative provides eligible households with a free water audit conducted by a qualified plumber. The audit helps identify ways to improve water efficiency, reduce water usage, and lower your water bills.

What’s Included in the Water Audit?

• A licensed plumber will visit your home to:
• Assess how water is used throughout your household
• Check for leaks in pipes, taps, toilets, and other fittings
• Inspect your water meter, hot water service, and water-using appliancesRecommend repairs, replacements, or upgrades to improve water efficiency

Eligibility Criteria

To qualify for the program, you must:

• Own the home and it must be your principal place of residence
• Hold a water account with North East Water
• Be experiencing financial hardship or unable to afford plumbing services

If You’re a Tenant

Tenants may participate if:

• You have written permission from your landlord
• The landlord signs a consent form and confirms their own financial hardship in engaging a plumber.

If you’re feeling overwhelmed and need some help in dealing with any financial stress, a financial counsellor could help. The National Debt Helpline can offer free, confidential and independent support and advice – and referral to local financial counsellors.

Visit the below website or call 1800 007 007 to find more information on the support options available.

Visit the National Debt Line here

Ask Izzy is a website that connects people in need with local housing, a meal, money help, family violence support, counselling and much more. It is free and anonymous, with thousands of services listed across Australia.

Ask Izzy

Work out where your money is going via the federal government's Money Smart budget planner below.

BUDGET PLANNER

You can look at our Customer Support Policy below.

CUSTOMER SUPPORT POLICY

You can look at our Domestic and Family Violence Policy below.

DOMESTIC AND FAMILY VIOLENCE POLICY