About your account

Get the lowdown on your account with us

From time to time, you're likely to have questions about your Sydney Water account. On this page, we answer the ones customers ask most frequently. If you don't find what you need here, do a search. We’ll try to direct you to the information you need.

Go paperless with eBill
Do your bit for the environment and get your water bill in your inbox. It's easier to keep track, and you'll be cutting paper clutter, too.

How to set up a new account

Normally, we set up new accounts for our customers automatically.

You don't need to arrange an account for existing properties as our services are already in place. We’ll automatically transfer the property account into your name once NSW Land Registry Services lets us know you're the new owner. Find everything you need to know about buying, selling or moving.

You don't need to do anything. The water bill stays in the owner's name. However, they may pass on charges for the water use if that's in your rental agreement. 

How to read your bill

When you pay your water bill, you're not just paying for the water you use (usage charges). You’re also supporting the infrastructure that keeps your water flowing (fixed charges).

Fixed charges are for your connections to:

  • our water and wastewater systems
  • our stormwater system – but only if you're in our catchment area.

There are some other charges too. If you're a business customer, you may have trade wastewater fees. If you're in the Rouse Hill drainage area, you may have those charges as well. From time to time, your bill may also include charges for other services you've asked for, like WaterFix Residential.

Take a look at our prices to see all of the charges for your home, your business and prices for other services.

Set and forget with direct debit
Set up direct debit from your bank account and you’ll never miss a bill payment. We’ll process your payment automatically on the due date each quarter. You don’t have to do a thing. 

Typical quarterly Sydney Water bill

1 Account number identifies your property. 

2 Fixed charges are for your connections to our water, wastewater and stormwater services (if applicable). Use our Fixed charges calculator to find out what they'll be.

3 Usage charges cover the amount of water used at your property over the past billing cycle.

4 Online ID is your unique property owner ID. You'll need this when you register for eBill.

5 Payment number is the unique reference number you use to pay your bill.

6 Water meter includes your meter serial number, the readings on it, the period the charge covers and how much water was used.

Need help to pay your bill?
There are many ways you can get help paying your bill. For example, you can pay monthly instead of quarterly to assist with budgeting. Monthly bills cost an extra $39.47 a quarter to cover the cost of monthly meter readings. If this might work for you, call 13 20 92

How to access current and past bills

Once you've gone paperless with eBill, you can access all your bills online from the date you registered. Alternatively, we can provide a statement for the current and past financial year free of charge. Contact us

If you need bills that go back further, you can pay $37.52 for a billing record search statement through Sydney Water Tap in. You'll need to sign in or create an account first. 

How to update your details

How to check if you've been charged too much

If your bill looks too high and you can't think how you may have used more water than usual, try a few things before you contact us.

The black numbers on your water meter should match or be slightly higher than the reading on your bill. If the numbers on your meter are lower than the reading on your bill, we may have made a mistake. We'll be happy to update your bill. Contact us and we'll fix it for you.

If your meter reading looks correct, maybe there's a leak. Check out our leak detection page or read about Spotting and fixing leaks (149KB).

If you're concerned about the cost of your bill, you can record and calculate your water use at any time with our water usage calculators.

If you still can't explain high water usage
If you can't detect a leak or explain high water usage, apply for a water meter test or call 13 20 92. We'll refund the fee and adjust your water usage charge if the meter is faulty.

How to manage an account if a customer has died

There are 3 options:

  • Complete our online form for managing a deceased estate. Find out more about how we help you manage deceased estates.
  • Use the Australian Death Notification Service. This lets you notify multiple organisations (including us) online that someone has died so their accounts can be closed or transferred.
  • Call us with the details.

If you have questions, please contact us.