We understand the financial pressures the holiday period can bring. To try and help, we have extended the deadline for payment of your December account to six weeks from the date of issue, instead of the usual four weeks.
We are currently preparing to issue Quarter 2 bills and to issue consolidated catch-up bills to any customers who have yet to receive a bill this financial year. You will receive your next bill by post shortly.
Please advise us of an updated postal address. If you had previously updated your postal address with eNotices, this will not be reflected in our billing system and database as the eNotice system is operated by a third party provider and external to South Gippsland Water and its system.
We apologise for the inconvenience of the delay in updating these accounts. Our Customer Service Team has been working hard to update all accounts, including balance transfers from property settlements. This backlog of work has been substantial and is expected to extend into 2026.
Your new account number can be found on the front of your bill. If you’re updating your records of payment reference numbers, be sure to use the number included in the ‘How to Pay’ section of your bill. It’s important these digits are correct for your payment to work. Australia Post payment cards and old BPay reference numbers can no longer be used to pay your bill. You now have a new BPay reference number to pay your bill and we are working on a way to issue new Australia Post payment cards (please contact us if you are interested in a replacement).
Why am I receiving my bill via post instead of email?
Due to an issue with our e-billing that occurred during September, you will receive your bills via post until further notice. We are working to restore e-billing as an option to our customers. We have prioritised data security and privacy until we can be sure the same issue will not occur again in future. In the meantime, you will have no access to the eNotices portal until this issue is resolved. What happened? In September 2025, our e-billing provider (eNotices) accidentally sent a number of bills to an email address linked to previous owners of properties, instead of to the current customer’s email address. This occurred during the first billing run from our new billing system with approximately 1,300 customers impacted. We are reviewing and correcting the data migration process completed by our e-billing partner (eNotices) to ensure this does not happen again.
Why does my bill look different?
We redesigned bills to be clearer and easier to read:
Why doesn’t my bill show usage graphs or comparisons?
For around 2,000 accounts, we couldn’t display historic meter data in this first billing run. Those graphs and comparisons will return on future bills.
Why are there unusual transactions on my account?
When we moved balances into the new system, some customers may notice transactions such as Migrate Balance, Opening Adjustment, or Balance Transfer. These were added to make sure your opening balance is correct.
Accounts with concessions, non-profit rebates and credit balances have often been the accounts where we needed to manually check and fix through adjustments added to accounts.
For credit adjustments, these have been added as ‘payments’ to accounts and will appear under the total payments received on the front page of the bill.
My bill shows lots of past meter readings. Have I been charged for these?
No. Your charges are based only on the most recent meter reading. Past readings may appear this time, but they won’t in future bills.
What if I think my bill is wrong?
Please contact us with your account details and why you think it may be incorrect.
📞 Call 1300 851 636
📧 Email billing@sgwater.com.au
We have extra phone lines set up to help with billing issues.
What if my usage looks high?
Before calling us, you can:
Why did I get an estimated bill?
If we couldn’t access your meter, your usage may have been estimated. You can give us an actual reading by calling or email a photo showing the dials and meter serial number to billing@sgwater.com.au.
What if my bill arrived late and I need more time to pay?
We’ve extended the due date for this first bill run to 10 October 2025. We won’t charge penalty interest or send overdue accounts to debt collection. If you need more time or support, please call us — we can help.
Why is my concession amount smaller?
Because billing is now quarterly, your concession is split across four bills instead of three. For this bill, it covers 92 days and is capped at $93.79 for 2 services (i.e. water and sewerage) or $46.89 for one service (i.e. water usage only). It appears as an adjustment on page 1 and in detail on page 2 of your bill.
Do I have a new account number?
Yes — most customers now have a new account number, shown at the top right of your bill. Please update your saved BPAY details. If you forget, we’ll still make sure your payment is applied correctly.
What about BPAY View?
BPAY View is no longer available. Once our new customer portal is live, you’ll be able to choose how you receive your bills. Until then, you’ll receive paper bills.
What’s the new billing cycle?
We’ve moved to quarterly billing. Bills are issued four times a year, usually in late August, November, February, and May, with payment due at least 28 days after issue. Charges are now calculated on a daily rate.
My concession is not shown on my account.
Please use our online form and electronically sign this using docusign to provide your concession details and consent.
| Activity | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 1/7 to 30/9 | 1/10 to 31/12 | 1//1 to 31/3 | 1/4 to 30/6 | |
| Meter Reading | July | October | January | April |
| Bills issued – Target | Late August | Late November | Late February | Late May |
Bills due + 28 days from day of issue
Cheques are no longer accepted
You can no longer pay your account by cheque. There are still many ways to pay and we are always here to help you find the best option that suits your circumstances.
Can I still pay at the Post Office?
We are working with Australia Post to ensure barcoding on your bill will work at your local post office.
What if my account displays ‘extra transactions’?
Some bills may display extra transactions, such as account adjustments or migrated balances. These adjustments were part of ensuring that all customer balances were correct when we transferred data from our previous billing system. While the bill format may look different this time, we have checked all balances carefully. These extra transactions do not easily translate into a standard bill template and will not appear on future bills.
What about direct debits?
What if my direct debit fails?
If a direct debit fails and the amount is still owing after the due date, your account will be flagged and a reminder notice sent.
When will the new customer portal be ready?
We’re working hard to launch the portal, likely before the billing cycle in February 2026.
Why isn’t my recent payment showing?
Bills were generated on 5 September 2025, so any payments made after that date will not appear until your next bill.
How many bills have been sent?
We calculated 24,931 bills in our first billing run. About 1,744 accounts did not receive a bill because we need to do extra checks first.
Which accounts haven’t been sent yet?
Why are some accounts delayed?
We’ve moved three older systems into one modern, cloud-based system. Some accounts are more complex and need extra checks before we send a bill. Your account may take longer if you:
Why are bills delayed overall?
It’s taken longer than expected to get our new billing system up and running. We’ve held back some bills so we can double-check details and make sure they’re right before sending.