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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.


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

If you need financial advice, we can put you in touch with a free and confidential financial counselling service.

A Financial Counsellor can help you with:

  • bankruptcy
  • credit card and loan debt
  • debt collectors
  • gas/electricity disconnection
  • housing problems
  • mortgage defaults
  • referrals

Family violence support

As an accredited White Ribbon Workplace, 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)
MensLine Australia 1300 789 978
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
Kids Help Line 1800 551 800
Aboriginal Family Domestic Violence Hotline 1800 019 123
Domestic Violence Resource Centre Victoria
White Ribbon Australia

Hardship policy

Our Hardship Policy (PDF 53KB) describes our commitment to helping customers who are experiencing financial difficulties.

Last updated on 09 Dec 2019
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