As part of our commitment to providing a better service to our customers in the Far West, we’re rolling out a new, digitised billing system, along with a new local call centre. This digital upgrade will make managing your water account simpler, faster and more secure, supported by a dedicated team ready to help when you need it.  

What does this mean for me?  

As we transition to the new system, there will be a few important changes for our customers:  

• You’ll receive a letter informing you when you have been migrated to the new system 

• A new customer account number will be assigned to you 

• If you have a direct debit payment set up, you will need to get in touch with us to update it 

• You’ll have access to a new online customer portal, allowing you to easily manage your account 

• Our customer team will have a new phone number and email address, and will be based locally in Broken Hill 

• Note: You don’t need to take any action until you receive your migration letter. 

Timeline 

We’re introducing the new system in stages to ensure a smooth transition. Customers will be migrated in groups, and we’ll notify you directly when it’s your turn. Migration will begin in October 2025 and is expected to be completed by March 2026 

What can customers expect from the new system? 

Outline of the benefits 

• Improved billing accuracy and efficiency 

• Smarter use of meter data 

• Streamlined customer service 

• New technology platform which is reliable and future-ready 

• Enhanced security protecting your data 

• Locals helping locals, our new call centre is in Broken Hill with dedicated customer service specialists.  

What do customers need to do from here? 

We’ll let you know once your account has been moved to the new system.  

If you haven’t received a notification that you have been migrated to the new platform, then no action is required from you right now.  

Once you have been migrated, if you have an existing direct debit arrangement, you’ll need to update your details.  

Why we’re making this change 

We’re always looking for ways to better serve the far west with reliable, quality water. Our current billing system has served us well but it’s time for an upgrade to a more evolved system that is smarter, efficient and cyber-safe. This change is part of our broader commitment to modernising our services and making it easier for you to stay informed, in control, and connected. 

Where can customers go for more information? 

We’ll give you all the information you need when you receive your migration letter. If you have any further questions or concerns, please contact our customer team 132391, or submit an online enquiry.