Find information about water bills, water prices, payment support, family violence support and other services and rights available to you as a water customer.
Information for water customers
This page has information on water bills, water prices, payment support, family violence support and other services and rights available to you as a water customers.
Calculate your water bill
Use our water bill calculator to estimate your annual water bill.
The calculator estimations are based on the maximum prices each water business is allowed to charge. It does not factor in parks charges or waterways and drainage charges.
Our annual water performance reports provide information about:
- typical water bills
- water businesses' performance.
For further information about your water bill, please contact your water business.
Water prices — have your say
We are currently reviewing the prices to be charged from 1 July 2020 by:
Help with paying your bills
There are many reasons why you might find yourself struggling to pay your water bills. Your water business can help you manage your bills and stay on top of things.
Find out more about the help that water businesses can offer and your rights as a water customer.
Family violence support
If you are affected by family violence, ask your water business about how they can support you. At a minimum your water business must:
- offer assistance if you are struggling to pay your water bills
- help you protect your account information
- refer you to specialist family violence services.
Complaints and inquiries
If you have a complaint or an inquiry about your water business, you can:
- contact your water business directly — if the issue can’t be resolved at the first point of contact ask for it to be escalated to a more senior manager
- contact the Energy and Water Ombudsman (Victoria) for a free and informal dispute resolution service if you cannot resolve the issue with your water business yourself
- discuss Victoria’s water management, resources, governance and legislation with the Department of Environment, Land, Water and Planning
- contact the Victorian Civil and Administrative Tribunal for commercial disputes over developer contributions to new water and sewerage connections.
Your water business’s performance
We report on the performance of Victoria’s 16 urban water businesses.
Our annual water performance reports show how your water business compares on:
- bills
- customer service
- average water usage
- service reliability
- other key performance indicators.
Our quarterly phone surveys
You may receive an automated call from us asking you to rate your water business and its service. This ongoing quarterly customer phone survey gives us information about how satisfied customers are with their water business.
It is based on a short script and runs for roughly five minutes. You can access the results and find out about how customers rate their water business.
Useful resources
Use this calculator to estimate a typical water bill based on your water usage. The calculator is updated every year in July.
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We review and determine prices for certain water services. Have your say about the prices your water business charges.
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There are many reasons why you might find yourself struggling to pay your water bills. Your water business must let you know what help is available.
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We surveyed water customers across 16 state-owned urban and regional water corporations on four key areas: value for money, reputation in the community, level of trust and overall satisfaction.
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We report on the water businesses' performance annually. Find out about how water businesses compare on bills, customer service and other key performance indicators.
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In 2017, we made changes to customer service codes for water businesses. We did this as part of our response to one of 227 recommendations from the Royal Commission into Family Violence. Read more about this project.
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We regulate Victorian water businesses through a combination of water price reviews, codes, guidelines and performance monitoring.
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