Payment options faq
Direct Debit is an automatic payment method which debits money from your bank account. Simply nominate a bank account for your bills to be paid from and they will be automatically debited on the due date.
You can set up a Direct Debit with us either online or by mail. Visit our payment options section for more information.
Direct Debit is an automatic payment method which debits money from your bank account. Simply nominate a bank account for your bills to be paid from and they will be automatically debited on the due date.
You can set up a Direct Debit with us either online or by mail. Visit our payment options section for more information.
The easiest way to set up or amend your Direct Debit details is by signing up to MyAccount.
If you experience any issues with this then please contact us via one of the methods provided under Contact us.
If you are completing an online Direct Debit request and need assistance, please contact us via one of the methods provided under Contact us.
The Direct Debit option will be applied to your bank account within five business days of receiving your application.
Your Direct Debit Request application must be received at least five working days prior to the due date of your bill to ensure your account is debited for your most recent bill.
Direct Debit payments will be deducted on the due date shown on your bill. A message will appear on your next bill to advise you that the Direct Debit has been set up.
View an example bill.
You can also check if you have a direct debit set up by using MyAccount. If you have a direct debit arrangement in place, this will be shown this just under the account balance and due date information for your property. Log in or sign up for MyAccount now.
We recommend you submit your Direct Debit application at least five business days prior to your bill due date. If we receive it later than this, we cannot guarantee it will be set up for that bill.
We will send you a bill in advance to let you know the amount that will be debited and the payment date. All you need to do is make sure there is enough money in your bank account to cover the payment. It’s a good idea to make note of when your Direct Debit is due out of your account so you can plan accordingly.
Your direct debit may have been scheduled for a weekend or public holiday. If that is the case, the direct debit will be processed on the next business day. If it is not a weekend or public holiday, please contact us via one of the methods provided under Contact us.
Yes, we will send your bill as usual before the payment date, so you can see how much will be debited from your account. Once your Direct Debit is set up on your account, a message will appear on your next bill to advise you that the Direct Debit has been set up. View an example bill. The Direct Debit payment will then be processed automatically on the payment due date.
We are unable to place your Direct Debit on hold. If you are unable to make your next Direct Debit payment, please contact us to discuss other options such as payment arrangements or extensions. You can contact us via one of the methods provided under Contact Us.
You may also pay your account via another method e.g. BPAY, however we recommend making the payment at least four days before the due date to avoid the Direct Debit processing a double payment.
Did you know you can also manage your own Direct Debit via our MyAccount payment portal? Sign up now to MyAccount.
The easiest way to cancel your Direct Debit is through MyAccount at least two business days prior to the payment due date on your bill. If you experience any issues with this, please contact us via one of the methods provided under Contact us.
The easiest way to set up or amend your Direct Debit details is by signing up to MyAccount. If you experience any issues with this please contact us via one of the methods provided under Contact us.
If you pay by Direct Debit and you don’t agree with the amount due on your bill, please contact us at least seven business days before the payment due date. You can contact us via one of the methods provided under Contact us.
We do not charge a fee for a dishonoured or declined payment. Your financial institution may charge a fee for a dishonoured or declined payment. Please contact them directly to find out.
If you pay by Direct Debit, and believe an incorrect amount has been debited from your bank account, please contact us via one of the methods provided under Contact us.
Most cheque and savings accounts can be used for Direct Debit payments. If you are unsure, please check with your financial institution before completing the Direct Debit Request application.
BPAY View is a feature of internet banking that allows you to receive and view your bills online through the secure environment of participating internet banking sites.
BPAY View is available to all our customers and gives you the convenience to:
- track your Water and Sewerage bills and payment due dates from any computer or mobile device,
- schedule a payment or pay your Water and Sewerage bill immediately from a cheque, savings, debit, credit card or transaction account,
- reduce your paper bills by receiving them electronically, while still having the option to print a copy when you need to.
You will need to provide your bank or financial institution with your BPAY View reference number and the biller code. The BPAY reference number and biller code is located at the end of page two of your Water and Sewerage bill. The BPAY View reference number is your Account Number.
For most banks or financial institutions, you only require the biller code and BPAY View reference number as shown below.
| Field | Description |
| Biller Code | 112144 |
| BPAY View Reference Number | 15 digits, numeric Urban Utilities Customer Account Number or the BPAY reference number that is located at the end of page two of your bill. |
There are other banks or financial institutions that may request additional information that must also be obtained from your Water and Sewerage bill.
| Field | Description |
| Account Surname/Company Name | Name Must match the name on your Water and Sewerage Account |
| Bill Number | Full bill number found on the right- hand side of your bill. |
| Total Due Amount | Total due for the associated bill number found at the top right-hand side of your bill. |
After registering for BPAY View, your bank or financial institution will confirm the registration of BPAY View via your internet banking website or by email. For more information about BPAY View, you can refer to your financial institution or the BPAY website.
Your electronic Urban Utilities bill will be displayed as a PDF file and each page can be printed separately and saved.
You will receive an email notification from your bank or financial institution. Please notify your bank or financial institution if you change your email address or if the property is sold.
Registration of BPAY View normally takes two working days.
If you register within two working days of your bill being issued, the bill will still be mailed to you. Your bill for the next quarter will then be issued via BPAY View.
BPAY View is a service offered through your internet banking site. To register for internet banking you will need to contact your bank or financial institution.
Major banks that currently participate in BPAY View include:
- ANZ
- Bank of Queensland
- Commonwealth Bank
- National Australia Bank
- St.George Bank
- Suncorp
- Westpac Banking Corporation
A full list of participating financial institutions is available from the BPAY website.
Yes, you can choose to receive your bill by BPAY View and pay by direct debit.
If you are paying by direct debit do NOT use BPAY View to pay your bill. This would result in a double payment. BPAY View should only be used to view your bill if direct debit is the chosen payment method.
If you receive an error message such as ‘BPAY View delivery failure or BPAY View severity alert’, please check your bank or financial institution’s website to see if your Urban Utilities account has been set up for BPAY View. If it has, please contact your bank or financial institution.
No, you will only receive your bill electronically. You will receive an email from your financial institution notifying you that your bill is now ready to be viewed by BPAY View. All bills, reminder notices, final notices and adjusted bills will be issued via BPAY View.
Yes, you can cancel BPAY View at any time by contacting your bank or financial institution.
Yes, you can pay for your invoice by cash at any Australia Post or any branch of the Commonwealth Bank. Please ensure you take your invoice with you so that Australia Post or the bank can scan the bar code or include the Customer Reference Number (CRM) on the deposit.