A new customer and billing system designed to make it easier for Essential Water customers to manage their accounts, is coming soon. This upgrade is part of a broader commitment to modernising how we deliver our water services and marks a major step forward in improving the experience for our customers.

The new system will be introduced in stages, starting October 2025. Customers will move to the new system in groups, with everyone expected to be across by March 2026.

Although our customer and billing system operates behind the scenes, it plays a vital role in how we support our customers. The current system has served us well, but it’s time to move to a more modern platform. The new system is built on a modern, digitised platform that streamlines processes for both customers and our internal teams to manage water accounts more efficiently, enabling reduced response times and increased customer satisfaction.

For our customers, this means a more reliable experience, stronger protection of personal information, and a system that supports future enhancements - including greater visibility and control over your water account as new features are introduced.

To support our customers through the transition to the new system, customers will be notified when their account has been successfully moved to the new system. They will receive a letter explaining what’s changing, and what they need to do. Each customer will be assigned a new account number, and those with direct debit arrangements will need to contact Essential Water to update their payment details. Until then, no action is required.

Importantly, we’re also establishing a new customer call centre, based locally in Broken Hill. As part of this change, customers will also have access to a new phone number and email address to contact the team directly. These updated contact details will be included in the letter you receive confirming your account has successfully moved to the new system.

Head of Water, Ross Berry says the upgrades are reflective of Essential Water’s ongoing investment in improving the reliability of water services to the Far West.

"We want to make sure our customers are supported by responsive systems and dedicated teams. By modernising this important part of the process, we aim to make it easier for people to stay informed and be in control of their water accounts,” Ross says.

You can find more information and project updates on our website. If you have questions or concerns, contact our customer team on 132391 or submit an enquiry online. Once your account is moved, you’ll be provided with the new contact details for our Broken Hill-based team.