Mail-out error update

December 14, 2018

Icon Water is aware of a mail-out error which has resulted in Icon Water invoices being received by customers other than the intended recipient. 

Our customers’ privacy is of the utmost importance. Distribution of bills was suspended as soon as the issue was identified. 

ActewAGL manage billing processes for Icon Water. We are working closely with ActewAGL who is investigating the matter to identify and make contact with affected customers. 

We are aware that 152 of our water customers have received invoices not intended for them. We have identified that in total 4951 of our customers are impacted by this issue. 

We are making it a priority to retrieve those misdirected invoices. Icon Water is supplying reply paid satchels to customers to return misdirected invoices.  Alternatively customers can drop them off to Icon Water’s Mitchell Office (12 Hoskins Street) or arrange a time for Icon Water staff to collect them from their home.

Icon Water will also ensure all affected customers are made aware via letter as soon as possible.

We can confirm that there is no personal bank account information printed on a bill. The customer details printed on a bill include the account name, postal address, water usage, amount owing and an account reference number. 

We can assure our customers that bills will not be re-issued until we have absolute confidence that this has been resolved. Bill payment due dates will be extended for all customers affected.

We sincerely apologise to all of our customers for this issue.  

If any of our customers have concerns about their account or have received Icon Water mail not intended for them, please contact us on 02 6248 3111 (Select Option 2).


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