COVID-19 and your account

If you’ve been impacted by COVID-19, we know the last thing you want to worry about now is bills. We can help. Please contact us as soon as possible if you are having difficulty paying your water bill - we have a range of flexible options available to both residential and small business customers (that use less than 1,000 kilolitres of water per year) including due date extensions, payment plans and our Staying Connected hardship program. 

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. 

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.