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South East Water recognises that some of our customers may be unable to pay their water and sewerage account, due to financial circumstances, which could include:

  • Low-income
  • An unexpected reduction in income
  • A large unexpected expense on an essential item
  • Unemployment
  • Illness
  • Relationship breakdown
  • Drug or gambling addiction
  • Domestic violence

If you are experiencing financial difficulties, South East Water can help by providing a range of payment options to ease the burden and keep you connected to our vital services. Download our Need help paying your account brochure or read our Financial Hardship Policy found in the related documents section of this page.  Alternatively, call us on 131 851 to request a copy.

Government Assistance Schemes

State Government Programs
The Victorian State Government has assistance available which includes the following: 

  • Concessions: Water & Sewerage concessions available to assist with quarterly service and usage charges. The type of concession card will determine the type of concession available on water and sewerage charges.
  • Customers with "Life support" machines receive assistance with their usage charges.
  • Carted water rebates are available for Non-Mains Water concession.
  • Utility Relief Grant Scheme (URGS):  The Department of Human Services (DHS) provides assistance for domestic customers who are unable to pay their account due to a temporary financial crisis. They need to hold a Pensioner Concession Card or Health Care Card and meet the criteria of either significant increase in consumption, a decrease in income or high unexpected expenses for essential items.
  • Sewerage Connection, Hardship Relief: DHS provides assistance to eligible customers experiencing hardship with a once off grant towards the cost of connecting to a compulsory water and sewerage scheme.
  • The Home Renovation Service: DHS offers loan opportunities up to $25,000 with low interest rates for home maintenance and modifications. To be eligible customers need to own their own home, be over 65 years old, have a disability or are caring for someone with a disability. This service includes free home inspection and quotes.

Federal Government Programs
Centrelink loan: Customers who receive income support from Centrelink are eligible to apply for a no interest loan up to $500 per annum, which is to be repaid over a 12 month period.

Pensions and Concessions

  • Additional time to pay: Extensions are usually for a period of 14 days, but they can be longer depending upon individual circumstances.
  • Instalment plans (short & long term) i.e. can be made to clear arrears and/or incorporate future accounts.
  • Direct debit: Direct debit can be arranged to pay quarterly accounts in full or for instalment plans.
  • SEW Easy Pay card: This card can be used as part of an instalment plan or to pay in advance of quarterly accounts.
  • BillManager (via Australia Post): BillManager is a payment option that customers can utilise via Australia Post. This option is used to combine a number of participating bills into one regular payment. This service is at no cost to the customer.
  • Centrepay (nominated instalments from Centrelink benefits): Centrepay is a payment option that customers can utilise via Centrelink. This allows the customer to have set payments automatically deducted from their Centrelink benefits and paid directly to South East Water (similar to a payment plan). This service is at no cost to the customer, is ideal for customers who are on limited income who prefer to budget and pay by instalments.

South East Water Hardship Relief Fund

South East Water has identified, that whilst the State Government funded URGS exists, often many customers are ineligible, due either to not holding an appropriate concession card or not meeting other specific criteria. Some customers also still have a large balance after URGS has been approved, that they do not have the capacity to pay. In response to this shortfall in services, the South East Water Hardship Relief Fund exists to assist hardship customers that do not meet the usual URGS or Capital Grants Scheme criteria. Assistance can be recommended by our Financial Assistance Team or by Good Shepherd. The amount of once-off assistance is dependant upon the customer’s capacity to pay and ranges from 50%, to 100% assistance. It is conditional on future accounts being paid via Centrepay or direct debit. 

Water Conservation Plumbing Scheme

To assist customers who have plumbing issues which they cannot afford to repair. For example changing of washers in taps, leaking and burst pipes, emergency repairs, replacing single flush toilets with dual flush toilets to help customers to conserve water and reduce their water bills.

South East Water Financial Assistance Team

We have a specialised Financial Assistance team who have extensive training to ensure that customers experiencing financial hardships are given the support they need. Customers requiring our assistance will:

  • Be treated sensitively on a care by care basis and have their circumstances kept confidential.
  • Receive information about alternative payment arrangements or Hardship Policy and Government concessions including the Utility Relief Grant Scheme.
  • Receive information about free and independent financial counselling services from an accredited financial counsellor.
  • Be shielded from further debt recovery action.
  • Have access to water conservation information to assist in reducing consumption.

Financial Counselling Services

Our Partnership with Good Shepherd ensures that our customers have free confidential and timely access to financial counselling and other support services that Good Shepherd offer.