FAQ

Check the below Frequently Asked Questions to see if your query is covered. If you can't find the information you are looking for, contact us on 131 691.

Accessing the portal

1. How do I register for MyAccount?

2. Why is MyAccount having trouble identifying me?

3. I am a business customer, can I register for MyAccount?

4. How do I change the password for MyAccount?

5. How do I see which accounts are connected to MyAccount?

6. How do I change my email address?

7. How do I change my postal address?

8. How do I authorise someone on my account?

Easyway payment plans

9. How do I change a Direct Debit payment on an Easyway payment plan?

10. What happens if I am on an easy way payment plan and I cannot afford to pay this instalment?

11. How do I change the frequency of my Easyway plan?

12. How do I pay off a final balance upon account closure?

Direct Debit

13. How do I set up a weekly, fortnightly or monthly Direct Debit payment?

14. I have changed my bank account details how do I update my Direct Debit details?

15. How do I set up my Direct Debit through my credit card?

16. How do I change from a Direct Debit payment plan to an Easyway payment plan?

17. What should I do if my BSB isn’t being accepted when setting up a new Direct Debit through MyAccount?

Billing

Billing delivery methods

18. How can I receive my bills via email?

19. How can I got back to receiving paper bills via post instead of emails?

20. Why can’t I receive my bills via both post and email at the same time?

21. How can I update my postal address?

Paying, accessing and reading bills

22. How can I pay my bill online?

23. How do I read the MyAccount 'Bills and Transactions' page?

24. How can I get a copies of my previous bills?

25. How do I request a payment extension?

26. Why can’t I select BPAY as my bill delivery method?

Billing charges

27. How are my bills calculated?

28. What is the Parks Charge?

29. What is the Waterways and Drainage Charge?

Concession rebate

30. What type of concession cards are accepted by City West Water?

31. How do I apply for a concession benefit?

32. How many properties can I claim under a concession benefit?

33. Will my concession be backdated once it has been processed?

34. What will my concession discount amount be?

35. I live at the property but my name isn’t on the bill, how do I claim a concession?

36. If I am a business customer can I apply for a concession?

Language services

37. Do you offer a translation and interpretation service?


1. How do I register for MyAccount?

Registering for MyAccount only takes a couple of minutes – you will need your account number and email address that is already used with your City West Water account.

Please note: If you are a new customer you can sign up for MyAccount from the date that your first meter read is scheduled. We recommend waiting approximately two weeks after your move in date to allow time for your account data to link with MyAccount.

Registering:

  1. enter your City West Water account number (found on your bill) with no spaces or dashes

  2. enter the email address that is already used with your water account. If you don't have an email address on your account, please either:

    a. register for eBilling - remember to select the verification link (within 24 hours) for your email to be added to your account, or
    b. email myaccount@citywestwater.com.au. We can register your email address once we've confirmed account holder details with you

  3. select the verification link that will be automatically emailed to you and follow the prompts to complete your account signup. If you can't see the email in your inbox, check your Junk/Spam folder.

    That's it, you're ready to go!

    Once logged in, ensure your account details are up-to-date. You can now login anytime from the MyAccount login page using your email address and password.

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2. Why is MyAccount having trouble identifying me?

If you are experiencing issues when registering for MyAccount it could be due to one of the following reasons:

  • You are a business customer. MyAccount is available to residential customers only at this stage. We apologise for this inconvenience and will notify our business customers once MyAccount is available.
  • You are a new customer. Before you can access MyAccount you have to wait until your first meter read. We recommend waiting approximately two weeks after your move in date
  • Your details may be incorrect in our system, please email our MyAccount team or call  131 691  Mon-Fri 8:30am - 5:00pm to update your details.


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3. I am a business customer, can I register for MyAccount?

MyAccount is only available to residential customers. We will invite our business customers to join when the portal has that capability, sometime in the future.

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4. How do I change the password for MyAccount?

If you’re already logged into your online account:

  1. Select 'My details' tab from the menu on the Home page

  2. Select Change password

  3. Insert your current password

  4. Insert your new password

  5. Re-enter your new password to confirm

  6. Select 'Save changes'.

You’ll see a message confirming that your password has been reset successfully. Next time you login, you can use your new password.

If you have not yet logged into your online account:

  1. Go to the MyAccount login page

  2. Select Forgot your password?

  3. Enter your email address and account number

  4. Select Continue

  5. Select the link in the verification email sent to your email address

  6. Enter and confirm your preferred password

  7. Select Submit.

You’ll see a message confirming that your password has been reset successfully. Next time you login, you should use your new password.
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5. How do I see which accounts are connected to MyAccount?

All City West Water sewerage and water accounts in your name will be linked together so you can manage them via one MyAccount login.

Once you have registered for MyAccount, existing accounts linked with your name will be displayed. Select the account you wish to view.

Tip: If you have recently purchased or moved into a new property as a tenant, you will be able to view your account once your change of ownership or tenancy has been processed.
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6. How do I change my email address?

  1. From MyAccount Select the 'Update my details' drop down menu to the right of the screen

  2. Select Change contact details

  3. Select the Change email address tab and input your email address and password

  4. Select Submit.

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7. How do I change my postal address?

If you receive paper bills via post, you can update your postal address in MyAccount:

  1. Once logged in, select Update your details from the right-hand menu buttons

  2. On the drop-down that appears, select Change Postal Address

  3. Then complete and submit the form.

If you’re an eBilling customer, call 131 691 to update your postal address.


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8. How do I authorise someone on my account?

To authorise another person on your account please contact us on 131 691.
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Easyway Payment Plans

9. How do I change a Direct Debit payment on an Easyway payment plan?

To change your payment plan option please contact us on 131 691.
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10. What happens if I am on an easy way payment plan and I cannot afford to pay this instalment?

You will need to contact us on 131 691 before the payment is due to advise us. If there is no contact your payment plan will cease.
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11. How do I change the frequency of my Easyway plan?

To make a change to your Easy way payment plan option please contact us on 131 691.
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12. How do I pay off a final balance upon account closure?

All final bills and remaining amounts need to be paid in full by the due date either by phone or internet. We are unable to set up an Easyway or Direct Debit payment for any final amounts.
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Direct Debit

13. How do I set up a weekly, fortnightly or monthly Direct Debit payment?

To set up a new Direct Debit or make changes to a current Direct Debit payment frequency please contact us on 131 691.
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14. I have changed my bank account details how do I update my Direct Debit details?

To make a change to your Direct Debit payment options please contact us on 131 691.
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15. How do I set up my Direct Debit through my credit card?

To make a change to your Direct Debit payment options or set up a new Direct Debit please contact us on 131 691.
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16. How do I change from a Direct Debit payment plan to an Easyway payment plan?

To transfer from a Direct Debit to an Easyway payment plan please contact us on 131 691.
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17. What should I do if my BSB isn’t being accepted when setting up a new Direct Debit through MyAccount?

As new BSB numbers are created frequently, we may not have your BSB listed, please contact us to add the BSB number to our system.
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Billing

Billing delivery methods

18. How can I receive my bills via email?

To receive your bills via email you can register for eBilling.

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19. How can I got back to receiving paper bills via post instead of emails?

You can switch to paper bills at any stage.

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20. Why can’t I receive my bills via both post and email at the same time?

To prevent any confusion or mix-up, we will only send bills via one delivery channel.

If you are unable to locate a specific bill statement please contact us on 131 691.
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21. How can I update my postal address?

If you are an eBilling customer (receiving your bills via email), to update your postal address to receive future City West Water paper-based communications, please call 131 691. As an eBilling customer, even if you update your postal address, you will continue to receive bills via email until you switch to paper bills.

If you receive paper bills via post, you can update your postal address in MyAccount.

  1. Once logged in, select Update your details from the right-hand menu buttons

  2. On the drop-down that appears, select Change Postal Address

  3. Then complete and submit the form.

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Paying, accessing and reading bills

22. How can I pay my bill online?

To make a payment online with your credit card, please visit  the bill payment page of our website.

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23. How do I read the MyAccount 'Bills and Transactions' page?

'Usage Charges' - This refers to your water use for the current bill.
'Network Charges' (formally Service Charges) – This refers to your network charges for your current bill. These charges contribute to the maintenance of the water supply network.
'Payment IVR' - This amount refers to the amount you paid or owe from your previous bill.
If this has been paid it will appear as a debit amount (-) to your account. If it is outstanding, it will be added to the balance at the top. Back to Top
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24. How can I get a copies of my previous bills?

  1.From MyAccount, select the Bills and Payments drop down menu to the right of the screen

  2. Select Bills and Transactions

  3. Select the bill icon

  4. Select the download option to save or print.

If you are unable to locate a specific bill statement please contact us on 131 691.

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25. How do I request a payment extension?

You can request a payment extension online or call us on 131 691.

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26. Why can’t I select BPAY as my bill delivery method?

Should you wish to register for BPAY as your preferred bill delivery method, please contact your bank. This selection will override your current bill delivery method at City West Water.
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Billing charges

27. How are my bills calculated?

For information on City West Water billing charges please visit: Charges explained or download a copy of our Pricing handbook.

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28. What is the Parks Charge?

We collect an annual Parks Charge on behalf of the Victorian Government. This charge helps fund the purchase, development and maintenance of Melbourne’s major parks, gardens and waterways. This amount is usually charged during the July-September quarter and may be why your account for that period seems higher than normal. For more information about the charge and Park Victoria’s services, visit Parks Victoria’s website.

29. What is the Waterways and Drainage Charge?

We collect a Waterways and Drainage Charge on behalf of Melbourne Water. This charge contributes to the management of waterways, drainage assets and floodplains in our region.

For more information about the charge and Melbourne Water's services and projects visit Melbourne Water's website.


Concession rebate

30. What type of concession cards are accepted by City West Water?

If you have one of the following Centrelink or Department of Veteran Affairs concession you might be eligible to apply for a concession rebate on your bill.


Types of cards eligible for concession

  • Pension Concession Card


Health Care Cards


Veteran Cards


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31. How do I apply for a concession benefit?

  1.From MyAccount, select the Concessions drop down menu to the right of the screen

  2. Select Concession application

  3. Enter your name, type of concession card, card number and start date

  4. Tick ‘Yes’ to the two questions listed if correct

  5. Select Submit.

Once your request has been processed, concession rebate will be added to your account if you are eligible.
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32. How many properties can I claim under a concession benefit?

Concession benefits can only be applied to your primary place of residence.
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33. Will my concession be backdated once it has been processed?

Yes, while processing your concession application we will make sure we provide you maximum benefit for up to 12 months if eligible. If you feel that you have been eligible for more than 12 months, you can email us to have your case reviewed.
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34. What will my concession discount amount be?

The concession discount amount is set every financial year by Department of Health and Human Services (DHHS). This financial year’s maximum concession amount for whole year is $337.10 per annum and maximum quarterly benefit of $84.27 (for financial year 2020/2021).
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35. I live at the property but my name isn’t on the bill, how do I claim a concession?

If you are an eligible Concession Card holder and your name is not on the bill, you may still be eligible to receive a concession benefit. Please email us to discuss your options.
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36. If I am a business customer can I apply for a concession?

No, concession benefits are not for non-residential or business customers.
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Language services

37. Do you offer a translation and interpretation service?

Yes, we provide a free over the phone translation and interpretation service for non-English speaking customers. Call 03 9313 8989, mention your preferred language and be connected to an interpreter. For hearing impaired customers, we offer the National Relay Service on 133 677.

Just call 03 9313 8989 and speak to us in your language

使用你自己的語言跟我們交談: 03 9313 8989

使用中文与我们通话:03 9313 8989

03 9313 8989با ما با زبان خودتان صحبت کنید:<

Nói chuyện với chúng tôi bằng ngôn ngữ của mình: 03 9313 8989
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