Food and Living

Sydney Water

Customer Care

If your employment or income has been affected by COVID-19, our financial assistance options may be able to help. Go to the Help with your bill page on our website for information on how we can help.

If you are experiencing payment difficulties and a flexible payment option is not sufficient, ask to be referred to the Customer Care Team for an assessment.

Our qualified case managers provide holistic solutions for customers experiencing affordability issues. We offer direct financial support through our Payment Assistance Scheme (PAS) and aim to improve our customer’s financial wellbeing, inclusion and resilience by referring customers to external services based on their needs.

This may include referrals to other agencies for other types of help including:

  • emergency relief
  • financial counselling
  • personal counselling
  • advocacy
  • housing
  • NILS
  • EAPA

Eligibility for PAS includes:

  • owner occupiers – multiple property owners are not eligible for PAS but can be offered deferrals of payment and affordable pay arrangements
  • private tenants with NSW Lease Agreement
  • properties that are individually metred

Call our contact centre on 13 20 92 and ask for our Customer Care team. Alternatively, customers can refer to one of our PAS accredited community agencies.

If you are a service provider and would like to know how you can refer your customers and become an accredited agency, email us at

For more information, email us at and tell us how we can help you

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