Payment Difficulties and Concessions

We recognise that some of our customers may need help to manage their account.

Our team is respectful and confidential.

We appreciate that every customer’s situation is different. We offer a variety of payment options including:

  • Flexible payment arrangements
  • Centrepay
  • Direct Debit
  • Concessions
  • Utility Relief Grant
  • Coliban Assist Program
  • Undetected water leak assistance

Our Coliban Assist Program supports customers experiencing financial hardship.

Our experienced staff will work with you to address payment difficulties early and can provide confidential tailored advice and referral to other assistance programs.

Please call us on 1300 363 200 during business hours to talk about how we can assist you.

Or you can email us at Please make sure you include your contact details so we can find your customer information and then get in touch with you.


> Further information

We're here to help brochure (PDF)

Our Hardship Policy (PDF)

Family Violence Support


> Concessions

The Department of Health and Human Services (DHHS) and other agencies offer a variety of concessions and benefits to eligible cardholders to assist low-income Victorians with water and sewerage bills.

If you have a relevant concession card, you may be eligible for concessions.

Apply by completing our Apply for a Concession online form.


> Further information on concessions

Concession factsheet (PDF)

DHHS concessions & benefits

DHHS water & sewerage concession


> Community Rebate Program

The Community Rebate Program is a joint initiative supported by Coliban Water and the Victorian Government to reduce water bills through a free water audit. The program may repair or replace eligible water fixtures or products. To be eligible to access this program customers must:

  • have an eligible concession number registered on their water account or be experiencing financial hardship. The program is open to concession and non-concession card holders.
  • have significant water usage, where potential water savings can be identified and achieved, and
  • reside at the property that will receive the audit as their primary residence.

We encourage customers who meet this criteria and are interested in the rebate program to contact us.



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