Frequently Asked Questions – New Billing System

New reference numbers

Since July 2025, each customer has been assigned a new reference numbers. When paying via internet banking, your BPay Payment Reference Numbers MUST be updated with your new reference numbers, found on page 2 of your bill.

How do I update my new reference number for BPay payments?

Below are two examples that may help:

Bank Scenario Example 1

DELETE old biller details for South Gippsland Water:

Log into your online banking platform or mobile app. Select:

Contacts
South Gippsland Water
Delete Contact

CREATE NEW biller details for South Gippsland Water:

Go to Contacts
Select Plus/Add icon +
Enter biller name of South Gippsland Water, our Biller Code 3442 and your new reference number. Your new reference number can be found on page 2 in the How to Pay section of your bill.
Click Add Contact.

Bank Scenario Example 2

DELETE old biller details for South Gippsland Water:

Log into your online banking platform or mobile app. Select:

More (3 dots)
Payees and billers
South Gippsland Water
Delete

CREATE NEW biller details for South Gippsland Water:

Select More (3 dots)
Go to Payees and billers
Select Add New
Follow the prompts to enter biller name of South Gippsland Water, our Biller Code 3442 and your new reference number. Your new reference number can be found on page 2 in the How to Pay section of your bill.
Click on the Verify Details tab and follow the prompts to save the contact.

Steps vary depending on your bank – some links to banks are provided below. Guidance can be found under the Help and Support or FAQ (Frequently Asked Questions) section on your bank’s website.

Bendigo Bank: Credit cards, bank accounts, home loans and more | Bendigo Bank

Westpac Bank: Westpac – Personal, Business and Corporate Banking

ANZ Bank: Internet banking | ANZ

Commonwealth Bank: CommBank – bank accounts, credit cards, home loans and insurance

NAB Bank: NAB personal banking | Loans, accounts, credit cards, insurance – NAB

Australia Post payment card

If you wish to pay your account using an Australia Post payment card, please ensure your card has your new account reference number (since July 2025). If you are still using your original card, please email billing@sgwater.com.au or call us on 1300 851 636 to request a new card.

Update your 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 eNotices system is operated by a third-party provider.

Waived and delayed bills

In July 2025, South Gippsland Water established a new billing and IT system. There was a small portion of customer accounts that did not correctly migrate from our old system, and we needed more time to ensure we were billing accurately. As a result, approximately 1,500 customers did not receive a bill for Quarter 1: 1 July to 30 September 2025. These customers have had their bills waived for this period.

There are approximately 1,000 customers who have also had their Quarter 2 bill: 1 October to 31 December delayed. These customers will receive a letter and their Quarter 2 bill via mail in early April.

Types of accounts impacted by delayed bills

Customers impacted by delayed bills may have:

Properties where ownership has changed during this financial year

Government concessions and rebates

Shared or multiple water meters on an account

Accounts where meter readings were unable to occur, or estimates were required

Accounts in credit during transition between billing systems

Commercial accounts where the tenant pays all charges

If a delayed bill causes any financial stress or concern, please contact our team on 1300 851 636. We are here to help and can work with you to arrange tailored payment options or assistance.

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.

More time to pay

Delayed Quarter 2 bills will be issued with 4 months to pay. We can offer other tailored payment support should these delayed bills cause any financial stress.

I am experiencing financial hardship. What assistance is available?

We understand everyone’s situation is different and can work with you to find a solution. Please reach out to our Customer Service team via email at billing@sgwater.com.au or by calling 1300 851 636.

About your bill

Why am I receiving my bill via post instead of email?

Due to an issue with our e-billing that occurred during September 2025, you will receive your bills via post until further notice. 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 we have established the new customer portal for emailed accounts.

Why does my bill look different?

We redesigned bills to be clearer and easier to read:

Bigger text and better colours for accessibility
Simpler descriptions of charges
A new section explaining fees and tariffs on the back of your bill

See our Bill Explainer page for more information.

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

What if my usage looks high?

Before calling us, you can:

Check if there’s an explanation (guests, garden watering, etc.)
Read your meter to confirm it matches your bill
Test for leaks by checking your meter before and after a period when no water is used. If it moves, you may have a leak and need a plumber.

Download the How to read your water meter information sheet.

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?

If you need more time to pay your bill, we can help with flexible payment plan options and time extensions. We can work with you to find the right option for your circumstances.

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. Please contact us should you require an application form to be emailed or posted to you.

What’s the new billing cycle?

We moved to quarterly billing from 1 July 2025. Bills are now issued four times a year. Please refer to the chart below.

Quarterly billing cycle

Activity	Quarter 1	Quarter 2	Quarter 3	Quarter 4
	1/7 – 30/9	1/10 – 31/12	1//1 – 31/3	1/4 – 30/6
Meter Reading	July	October	January	April

Paying your bill

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.

What about direct debits?

If you had a direct debit set to pay on the due date, it’s been transferred to the new system — no action needed.
Payments will be taken within two days of the due date.
Monthly direct debits have also been transferred.
Twice-monthly direct debits couldn’t be transferred — please complete a new form if you’d like to continue. This is an online web form and you can provide us with an electronic signature.
You can check if you have a direct debit set up by looking at the “How to pay” section on page 2 of your bill.

Will there be a new, online customer portal?

We are currently designing a new, online customer portal that will provide key features such as managing and updating your personal details, viewing bills and account balances, managing direct debits and securely paying via a trusted payment gateway. We will share updates as we progress closer to the launch date.

Why isn’t my recent payment showing?

Any payments made after the issue date of your current account will reflect on your next quarter’s water bill.