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We will work with you to set up a realistic and affordable payment plan

You will be treated with dignity, respect and confidentiality at all times.

We don’t discriminate against customers experiencing financial hardship.

We will be transparent, consistent and equitable in the administration of the hardship criteria and dispute resolution processes.

We may refer you to other support programs available within Unitywater and through community organisations and government agencies.

Short-term Payment Plan

This plan is designed to help you pay off just one bill in instalments you can afford, and to pay it off before your next bill arrives.

You can choose weekly, fortnightly or monthly instalments.

Call us as soon as you receive your bill so we can start your payment plan as soon as possible. This will ensure this bill is paid before your next bill arrives. 

If you don't follow your payment plan, interest charges of 8% per annum, compounding daily, will apply to any outstanding balance. 

Call our Customer Service team in Maroochydore on 1300 086 489 to set up a Short-term Payment Plan. 

 

Support Payment Plan

Our Support Payment Plan is when you need long-term support. We understand that your circumstances can sometimes make it difficult to pay your water and sewerage bills. If you are experiencing life challenges we can offer supportive options to suit your needs.

If you can't pay, it's very important to call our Customer Support team as soon as possible so we can help: 

  • develop a realistic and affordable payment plan for you
  • provide payment options to help make your bills more manageable
  • exempt you from further debt recovery action and interest on the outstanding amount owing while you are under a payment plan
  • assist with information to help you reduce your water usage.

Our supportive team will always ensure that your personal privacy is maintained while we help you manage any financial difficulty you may be facing. 

Call our local Customer Support team in Maroochydore on 1300 664 389 so we can help you.

A Support Payment Plan are available in these circumstances:

  • loss of employment or underemployment

  • separation, family breakdown

  • domestic family violence

  • death in the family

  • illness including physical incapacity, hospitalisation or mental illness

  • natural disaster

  • low or fixed income insufficient to pay reasonable and normal living expenses

  • referral from a financial counselling agency or community organisation 

  • another sudden change of circumstance that adversely affects your financial capacity to pay, at the discretion of our Credit Manager

  • referral from a financial counselling agency or community organisation. 

Support Payment Plan FAQs

You, or a relevant authorised person who is able to assist you, need to advise us that you are experiencing payment difficulties and give a reason for these difficulties.

Please call 1300 664 389 to speak with one of our trained Customer Support team members.  

We will work with you to develop a realistic and affordable payment plan and your payments can be paid using any of the regular payment options available on your bill. 

While we are working together to assist you, no interest will be charged on any overdue amounts unless you fail to pay a payment plan as agreed, without communicating any change in your circumstances to us.

No discounts, credits or rebates will be applied to amounts due under your payment plan.

If you fall behind with your payment, your payment plan will be cancelled and you will be charged interest on the overdue amount as soon as the payment plan is broken.

It is important to keep us informed of any changes in your circumstances as soon as possible. Please call us on 1300 664 389 if you think you might not be able to make an agreed payment or have missed a payment. 

We tailor our Support Payment Plans plans to suit your circumstances based on the following categories:

Short-term

Customers at risk of financial distress caused by unexpected events with short-term financial effects.

Long-term

Resulting from non-permanent causes, with lasting financial effect.

Severe

Customers with more extreme difficulties – longer-term issues such as terminal illness.






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