Financial hardship

Bushfires and your account

The ongoing bushfire emergency and extreme weather conditions are challenging our region.  
Icon Water understands that some of our customers have been affected by the bushfires and air quality and we want to help.     
For that reason Icon Water is pleased to be able to assist our customers who may find it difficult to meet payment dates due to bushfire priorities taking precedence.  
Please contact us if you need help with your water account. We can assist by discussing payment plans, extensions and our Staying Connected hardship program. Our team are available on (02) 6248 3111 (select  option 2).
Useful emergency links:
Check the ACT Emergency Services Agency and NSW Rural Fire Service websites for the latest information on bushfires.
Customers depending on life support equipment can find information here.
To manage your Icon Water account online click here


We know that sometimes things get hard and we want to help where we can.

Some things that might help:

Our Staying Connected program can also assist you by providing personalised support to help you get back on track with your water bills.

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 electricity, gas and water.

Connect you with other organisations that may be able to provide you with advice and support.

Who is eligible?

To be eligible you must be willing to agree to a personalised payment plan and to keep in regular contact. You must also have an outstanding Icon Water account that can't be paid before your next bill 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
  • Business loss or failure
  • An unforeseen drop in income or rise in necessary costs

To see if you are eligible or for more information call 1300 138 574.

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.