Billing

We read your water meter via wireless connection normally four (4) times per year. Based upon these readings we prepare a detailed account of your water usage, which is then issued to you every three months.

You are obliged to maintain the area around your meter so that we can access the meter if required and there is no interference to our remote reading of the meter.

Your bill will be issued to you shortly after the meter reading, via email. If you require your bill in a different format please contact our office.

Billing Enquiries

If you have an enquiry regarding your bill please either:

Phone us on 9551 1620 and then press option 2

Available during office hours 9am and 4pm – Monday to Friday (except public holidays).

Email us at: accounts@mucheawater.com.au. Please include in your enquiry email:

Your name.
Your customer reference number.
Your preferred method of response (phone or email).

Prices and Charges

Water charges for customers comprise:

A standard service charge – this is an annual charge divided evenly across each of your bills for the year, for establishing and operating the water system.
A water supply and usage charge – calculated and billed every three months. For residential customers, water usage up to 425kL per year will be charged as a fixed amount, with this charge divided evenly across each of your bills for the year. If your water usage in a year is over 425kL, additional usage charges will apply depending on the amount of water you use.

The current charges are set out in the Water Fees & Charges forms for residential customers and for business customers.

Need Extra Time to Pay?

If you require additional time to pay your account please contact Muchea Water as soon as possible.

Estimate Accounts

In preparation of a water service bill, if an accurate water meter reading is not possible for some reason, the bill will be prepared based on a reasonable estimate of water usage.

The estimated water usage will be based upon the daily quantity of water supplied.

In the previous billing period.
In the equivalent billing period in previous year(s) whichever is the most appropriate considering relevant factors.

If a bill is based on an estimate of water usage, Muchea Water will advise the customer:

The basis of the estimate.
The reason for the estimate.

The subsequent invoice will take into account any necessary adjustments having regard to a subsequent and accurate meter reading.

Additional Meter Reading

If necessary, Muchea Water can perform an additional meter reading and prepare a bill at a time differing form the normal billing cycle. There is a fee associated with this service that must be paid before the special reading.

Financial Difficulty

We understand it’s sometimes difficult to pay accounts on time. By working together, we can find a solution.

Our staff are supportive and will always handle your enquiry in confidence and with fairness and compassion. Please contact us as soon as you begin to experience financial difficulty so we can discuss how we can assist you with the following:

making a new agreed payment arrangement for your account
water efficiency information that may assist you in managing/reducing future water use
information on Government funded concessions and financial assistance schemes such as the Hardship Utility Grant Scheme
information on our Financial Hardship Policy
redirecting your account to a third party
renegotiating the amount of your instalments if there is a change in your circumstances
a referral to a free counselling service to receive independent advice. During this time recovery action will cease, pending the establishment of an agreed payment arrangement.

Business Customers
We understand that business customers sometimes experience cash flow problems. If you are in this situation please contact us as soon as possible.
You can request:

Deferment of payment for a short period of time
A payment plan based on reasonable terms and conditions

Financial Hardship

You may be considered to be in financial hardship if paying your water bill will affect your ability to meet your basic living needs – like food, rent/mortgage, utility accounts, etc.

For some customers this may be a temporary situation due to:

an unexpected emergency
a temporary reduction in income
a sudden change in living circumstances.

For others, it may be longer term.

If you think you may be in financial hardship, we encourage you to contact us as soon as possible.

For more information, please also read our Financial Hardship Policy.

Billing

Billing Enquiries

Prices and Charges

Estimate Accounts

Financial Difficulty

Site Map

Emergencies & Supply Faults

CONTACT THE OFFICE

Email Enquiries