When Sarah* first reached out to us in 2022, she was overwhelmed. Her debt had quietly built up over two years, starting in 2020 during the COVID-19 pandemic.

Sarah had been unable to return to Victoria from New South Wales due to government border restrictions and other personal challenges. During that time, her water bill balance for water and sewer services was mounting up. With no way to manage them, the debt grew.

By the time Sarah contacted us, her account had already been through the debt collection process. She felt like she was in a deep hole, unsure how to climb out.

“I was in a really deep hole. You worked with me. You listened to me. People need to be comfortable in reaching out for help; and you did that.”

Sarah

When Sarah called, we didn’t judge. We listened. We understood that life had thrown her some tough challenges, and we were here to help her find a way forward.

Here’s what we did together:

Applied for support

We helped Sarah complete a Utility Relief Grant application and made sure she was receiving her concession rebate.

Set up Centrepay

With her permission, we arranged Centrepay—an easy way to manage regular payments directly from her Centrelink benefits.

Enrolled her in our Bonus Credit Scheme

For every third payment Sarah made, we matched it; up to $100 per month. This helped her chip away at the debt faster.

Waived interest

We removed the interest that had been added to her account, so she could focus on paying down the actual debt.

Empowered her

We supported Sarah to advocate for herself and reach out to other organisations where she owed money. She wasn’t alone anymore.

Created a realistic plan

Together, we built a payment plan that worked for her. She even exceeded her payments when she could.

Sarah no longer owes anything. In fact, she’s now in credit. She’s back in control - and proud of it. And we’re proud of her too.

“A problem shared is a problem halved. We listened and understood where she was at. She stuck to it and got through it. We never judged. She felt free to contact us if there was a change to her payment plan.”

Maddi Cullinan, Head of Customer Support

You don’t need to be in hardship to ask for help. Our Community Support Officer offers confidential support and will work with you. Please call us on 1300 659 961.

If you hold a concession card, are on a low income or are simply going through a tough time, reach out to us because everyone deserves support - and a fresh start.

“We’re here. Just call us. We’ll listen and we’ll work with you to find a solution that fits your situation.”

Maddi Cullinan, Head of Customer Support

*Name has been changed to protect privacy