If you're having trouble paying your bill, we have a range of options to help. Our team will work with you to give you confidential and tailored advice.
We have adopted the national coronavirus support principles. These principles, agreed by the National Cabinet of Australia, support residential and small business customers who are facing financial difficulty as a result of coronavirus. More information about the principles is available from the Essential Services Commission.
Concessions
If you're a concession-card holder you may be eligible for a discount. See apply for a concession.
Flexible payments
We're here to help you work out a payment option that meets your needs. You can make regular, smaller payments to keep on top of your costs. For example, making a small payment every fortnight.
If you need more time to pay your bill, you can submit a Two Week Payment Extension Request form online.
Community rebate program
Our free water audit program repairs or replaces water fixtures to help reduce the cost of your water bill. To be eligible, you must:
- be a concession-card holder or experiencing financial hardship
- have high water usage, where water savings are possible
- live at the property where the audit will take place
Contact us to check your eligibility and to apply.
Financial counselling
We have partnered with Anglicare Victoria who can help support your family with financial counselling and access to practical help. You can read more on Anglicare Victoria's Strengthening Communities
page. You can also call them on 1800 244 323.
More information about our Stay Afloat program is here.
A Financial Counsellor can help you with:
- avoiding bankruptcy
- credit card and loan debt
- debt collectors
- gas/electricity disconnection
- housing problems
- mortgage defaults
- referrals
Anglicare Victoria has a great range of documents to help you manage your finances:
- Utilities accounts
- Concessions
- Direct debit
- Debt consolidation
- Centrelink support
- Centrepay
- Paying off debt
Family violence support
Coliban Water has zero tolerance for violence, including family violence and men’s violence against women.
We understand that experiencing or an exposure to family violence can impact on your health and wellbeing. We encourage customers to contact us if their ability to pay bills or manage their account has been affected.
You can learn more about our commitment to recognising and responding to family violence in our Family Violence Policy.
Listed below are some of the many support services available to help.
| Support Service | Contact |
|---|---|
| Centre for Non Violence | 03 5430 3000 or free-call on 1800 884 292 |
| 1800RESPECT - National Sexual Assault, Family & Domestic Violence Counselling Line |
1800 737 732 (24 hours) |
| Safe Steps Family Violence Response Centre | 1800 015 188 (24 hours) www.safesteps.org.au |
| MensLine Australia | 1300 789 978 www.mensline.org.au |
| Police or Ambulance | 000 |
| Women’s Health Loddon Mallee | 03 5443 0233 or free-call on 1800 350 233 |
| Lifeline | 13 11 14 |
| Loddon Campaspe Centre Against Sexual Assault | 03 5441 0430 |
| Safe Relationships Project (same-sex domestic violence service) | 1800 244 481 |
| LGBTIQ Domestic Violence Information | www.anothercloset.com.au |
| Kids Help Line | 1800 551 800 |
| Aboriginal Family Domestic Violence Hotline | 1800 019 123 |
| Domestic Violence Resource Centre Victoria | www.dvrcv.org.au/talk-someone/victorian-services |
| White Ribbon Australia | www.whiteribbon.org.au/find-help |
Hardship policy
Our Hardship Policy (PDF 53KB) describes our commitment to helping customers who are experiencing financial difficulties.