COVID-19 and your account

If you’ve been impacted by COVID-19, there are a range of ways we can help.

Freeze on combined water and sewerage prices 

The Independent Competition and Regulatory Commission (ICRC) sets ACT water and sewerage prices, with any changes taking place from 1 July each year.  

While the ICRC has approved a price rise from 1 July 2020, Icon Water has made the decision to freeze combined water and sewerage prices for 12 months. This means that customers will continue to pay the 2019-20 Tier 1 and Tier 2 usage prices and a combined water and sewerage supply charge at 2019-20 levels. 

This is one of the ways we can support our community through the significant impact that COVID-19 has had on many households and businesses. Residential and business customers may be eligible for support including:  

In addition, Icon Water are proud to continue providing support to Lifeline, Menslink and other non-profit community support agencies as part of our Community Support Program.

Contact us 

Please contact us as soon as possible if you are having difficulty paying your bill so we can find the right solution for your circumstances. 

Take control and request an extension or set up a payment plan 

If you haven’t already, now is a good time to sign up to our online portal My Icon Water and take control of your account. You can easily log in from home at any time to track your usage, pay online, set up or change direct debits and update your contact details. Don’t forget to tick the box to receive your bills electronically from now on. 

Managing outstanding bills 

If you already have an outstanding water bill, our Staying Connected program can provide personalised support to help you get back on track.  

How the Staying Connected program works 

Our Staying Connected team can work with you to: 

  • Set up a flexible and affordable payment plan. 
  • Stop further debt recovery action while you are on the program. 
  • Make sure your water isn’t restricted while you are on the program. 
  • Ensure all relevant government concessions and rebates are applied to your account. 
  • Keep in regular contact. 
  • Provide tips on saving money by using less water. 
  • Connect you with other organisations that may be able to provide you with advice and support.  

To apply for the Staying Connected program, please complete the Staying Connected online form.

Who is eligible? 

With the unprecedented challenges of COVID-19 we understand many households and small businesses may be facing difficulty and find themselves unable to pay an outstanding water bill. During this difficult time, we have temporarily expanded the eligibility criteria and will work with you to arrange a flexible and affordable payment plan. 

You may need our assistance for reasons which may include the following: 

  • Loss of income. 
  • Relationship breakdown. 
  • Physical or mental illness. 
  • Chronic illness of yourself or a family member. 
  • Budget management issues associated with low income. 
  • An unforeseen drop in income or rise in necessary costs. 

Community Groups, Hotels and Serviced Apartments 

Icon Water are assisting the ACT Government support packages

Hotels and serviced apartments will receive a rebate of the water and sewerage fixed charges on Icon Water bills for the first two quarters of 2020-21.  

Community clubs will automatically receive a rebate of the water and sewerage fixed charges on Icon Water bills for the next two quarters.  

Hotels, accommodation providers and serviced apartments may be eligible to receive a rebate of the water and sewerage fixed charges on Icon Water bills for the first two quarters of 2020-21. Applications for these rebates is available through the ACT Government’s Access Canberra website via this form.

Useful links:
Check the ACT Health and Centrelink websites for the latest information on coronavirus and government support.
Customers depending on life support equipment can find information here.
To manage your Icon Water account online click here

Other useful contacts

There are many organisations that offer personal, financial and material assistance in the ACT. The following organisations are listed in the White Pages.

The following government organisations may be able to further assist you.